HUSSEIN MERCHANT
Bristol, Warmley
Summary
Results-driven Management professional with years of experience in operations, production management, organisational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies. Track record of improving operational stability, efficiency and profitability. Strong collaborator with senior stakeholders, effectively prioritising activities, translating business requirements into solutions and achieving defined objectives.
Overview
18
18
years of professional experience
Work history
Deputy General Manager
Holiday Inn
Bristol
09.2023 - Current
- Oversaw all aspects of daily hotel operations, including front office, housekeeping, maintenance, and guest services
- Implemented streamlined processes, resulting in 15% increase in operational efficiency
- Conducted regular training sessions for staff to ensure high-quality service and adherence to brand standards
- Collaborated with department heads to develop and execute strategies for revenue maximization
- Great team effort on Guest Love (satisfaction survey) which has grown by 20% in 2023 vs last year, with remarkable loyalty, room cleanliness and breakfast scores within UK
- Great Success on Brand Audit (100%), GDPR Audit & Health & Safety Audit in 2022
- Exceeded Budget for 2022 with 40% EBITDA
- Employee engagement score of 98% in 2023 and 97% in 2022
- Big success on long waited Lift and Air-con Capex project.
- Ensured that health and safety and other regulatory procedures were correctly maintained, monitored and recorded.
- Assisted General Manager to ensure site consistently achieved or surpassed annual financial targets.
- Established stringent quality standards and held teams accountable whilst supporting staff to attain critical targets.
- Scheduled regular team meetings to discuss business updates, issues and recommendations.
Stock Auditor
5 Star
Bristol, BST
05.2023 - 09.2023
- Conducting Food and beverage stock audit for one of leading stocktaking supplier
- Conducting analysis of stock report and investigate as necessary
- Minimised reporting errors when working in fast-paced environment with high volume of inventory.
- Investigated missing items, discrepancies and losses.
- Managed stock rotations to balance inventory of perishable products and minimise wastage.
- Maintained neat and clean store areas in line with health and safety policies.
- Controlled best before dates to properly utilise stock.
- Followed stock adjustment procedures to correct inaccuracies in cycle counting activities.
- Reported on inventory shortages, audit findings and forecasting needs to inform upper management.
- Utilised lean manufacturing principles to reduce waste and improve inventory maintenance.
General Manager Public House
The Railway Tavern
Bristol, BST
08.2017 - 05.2023
- Planning and organising events to boost revenue
- Managing P&L
- Orders/ stock review
- H&S Compliance
- Identified and addressed underperformance and non-compliance.
- Guaranteed proper cash management, sales measurement and cash-up processes for operational standards.
- Interviewed, hired and trained staff on best bar practices, maintaining highly efficient service teams.
- Monitored bar expenses and operations to minimise costs.
- Executed prompt, precise drinks service at high-capacity events, minimising customer waiting times.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Built loyal customer base by creating welcoming environment with top quality service.
- Planned staff rotas to meet customer demand whilst remaining under budget.
General Manager
Pub Opening Green King
Reading, RDG
05.2016 - 09.2017
- Opening pub after 6 weeks of refurbishment
- Recruitment of full team
- Planning and organising events to boost revenue
- Managing P&L
- Built and maintained loyal, long-term customer relationships through effective account management.
- Guaranteed proper cash management, sales measurement and cash-up processes for operational standards.
- Sought out and implemented methods to improve service and team performance, boosting business sustainability with continuous enhancements.
- Maintained outstanding hygiene levels for optimised customer safety and continued regulatory compliance.
Food & Beverage Manager / FOH Cover Manager
The Kingsley
London, ENG
10.2014 - 05.2016
- Forecasting monthly revenue along with financial controller
- P&L critic for revenue against payroll/cost
- M&E upgrade projects
- Team development plans, reviews
- Revenue increase 6 monthly plan
- Managing FOH team
- Ensuring all brand standards are followed
- Successfully launching re-branding operating standards for both F&B and FOH.
- Maintained slick front-of-house processes in high-volume establishments through exceptional organisation and staff management.
- Facilitated fast and efficient communication between front and back of house staff.
- Coordinated employee rosters to strategically build efficient, hardworking teams for each shift.
- Worked closely with chef and kitchen staff to confirm food and beverage services met customers' needs.
- Spearheaded daily social media presence, utilising creativity and food and event photography to engage with customers and expand customer base.
- Implemented safe working practices to safeguard safety of guests and workers.
Food & Beverage Manager
Bloomsbury
London, ENG
12.2013 - 09.2014
- Increased group revenue by 4% better than last year
- Payroll control from 76% to 42%
- Actively taking part in re-branding operating standards for F&B along with GM
- Menu engineering
- Identified and maximised upselling opportunities to increase sales and profits.
- Operated and maintained security of Point of Sales (POS) system.
- Delivered functions and events to required standards in collaboration with events coordinator.
- Trained new joiners in food regulatory compliance and company standards by delivering on-the-job and mandatory training.
- Assisted management in conducting annual staff appraisals with team members working within area of responsibility.
- Maximised company profits through rigorous analysis and control of both portioning and wastage.
- Managed restaurant and bar booking sheets to organise guest lists and avoid double bookings.
- Controlled food and beverage inventory, strategically ordering supplies and anticipating consumer demands to prevent out-of-stock items.
Assistant F&B Manager
Thistle City Barbican
London, ENG
08.2011 - 11.2013
- Introducing daily stock check
- Established stock holding days from 295 to 40
- Organising and supervising monthly departmental meeting
- Assisting manager, operations manager and GM in refurbishment of F&B outlets
- Introducing training matrix
- Giving weekly targets for supervisors.
- Improved staff engagement by creating personal development plans, reducing turnover by 10%.
- Optimised cross-functional efficiencies, liaising effectively with operational and non-operational departments.
- Handled guest complaints to protect brand reputation.
- Stored cash floats and delivered secure banking procedures.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Wrote end of shift reports to facilitate service continuity.
- Coordinated staff training sessions, enhancing team competencies and service standards.
Assistant Restaurant and Bar Manager
Swindon Marriott
London, ENG
10.2010 - 08.2011
- Supervising monthly meetings and updating team with monthly P&L figures
- Delegating tasks for supervisor for smooth running of operation
- Making sure work place is maintained and kept in high hygiene standards
- Assisting manager in making forecasted revenue and making sure that labour productivity is in line with current business
- Taking quarterly, midyear and yearly reviews for all supervisors and delegating it to supervisor for associates
- Menu designing and analysing of menu dishes and costing with Head Chef according to guest liking to gain good GP
- Maintaining and understanding of Health and Safety Procedures
- Acting as restaurant manager and carrying out duties and responsibilities in absence
- Introducing training matrix for restaurant, bar, room-service and conference & banqueting so HR can keep their records updated
- Liaising with HR and keeping them updated with associates progress on timely basis.
Restaurant and Bar Supervisor
Swindon Marriott
Swindon, SWD
05.2009 - 10.2010
- Properly execute revenue and check control procedures on shift
- Making weekly rota with keeping business in mind
- Food Service for restaurant including Conference and banqueting guests
- Conducting regular 1-2-1's for associate to keep them updated for their progress
- Conducting monthly departmental meeting
- Assisting C&B with setting up bar layout
- Assisting manager in refurbishment for restaurant and bar and conference and banqueting
- Starting monthly promotions to boost revenue
- Liaising with chefs to do weekly food promotions
- Introducing associate incentive programmes to keep them enthusiastic
- Conducting surprise audits for service standards
- Ordered beverage and equipment stock by analysing sales and customer trends.
- Enforced sanitation standards to maintain compliant bar and restaurant operations.
Bar Associate Swindon
Marriott
Swindon, SWD
06.2006 - 09.2008
- Responsible for opening and closing of bar operation
- Introduced new cocktail menu resulting in 2-3% rise in beverage sale over period of 2-6 months, whole team sold about 100-120 cocktails in less than one and half month.
- Provided efficient food and drinks service for high levels of customer satisfaction.
- Prepared mixed drinks and poured wine, beer and non-alcoholic beverages within target service timeframes.
- Refused drinks service to guests without appropriate proof of age.
- Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines.
- Maintained knowledge of drinks promotions, pricing and menu changes, offering customers up-to-date, reliable advice.
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
Associate
Swindon Marriott
Swindon, SWD
06.2006 - 09.2008
- Greeted and directed incoming guests to support seamless office flow.
- Resolved conflicts and defused stressful situations with emotional intelligence.
- Made outgoing phone calls to confirm appointments, respond to enquiries and gather information.
- Volunteered for additional tasks and projects, demonstrating initiative and commitment to going extra mile.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- Processed cash and card payments promptly, minimising customer waiting times and enabling swift table turnarounds.
- Managed restaurant closing duties, from cleaning dining areas to cashing up tills.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Delivered food and drinks from kitchen to respective tables to meet timely expectations.
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
Education
High School Diploma - Hospitality
IHMES
Isle Of Man08.2005
Skills
- COMPUTER LITERACY:
- Completed basic essential qualification eg
- Windows Office
- Knows how to works on micros(EMC, RMC)
- Brand strategy development
- Operational management
- P&L management
- Customer experience improvement
- Sales and labour forecasting
- Employee performance management
- Staff training and development
Additional Information
- Dedicated and results-oriented Operations Manager with experience in the hospitality industry. Proven track record of optimizing operational efficiency, enhancing guest satisfaction, and driving revenue growth. Seeking a challenging role to leverage my skills in managing day-to-day hotel operations and delivering exceptional guest experiences.
Timeline
Deputy General Manager
Holiday Inn
09.2023 - Current
Stock Auditor
5 Star
05.2023 - 09.2023
General Manager Public House
The Railway Tavern
08.2017 - 05.2023
General Manager
Pub Opening Green King
05.2016 - 09.2017
Food & Beverage Manager / FOH Cover Manager
The Kingsley
10.2014 - 05.2016
Food & Beverage Manager
Bloomsbury
12.2013 - 09.2014
Assistant F&B Manager
Thistle City Barbican
08.2011 - 11.2013
Assistant Restaurant and Bar Manager
Swindon Marriott
10.2010 - 08.2011
Restaurant and Bar Supervisor
Swindon Marriott
05.2009 - 10.2010
Bar Associate Swindon
Marriott
06.2006 - 09.2008
Associate
Swindon Marriott
06.2006 - 09.2008
High School Diploma - Hospitality
IHMES
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