Mark Foster Hlongwane
Kenley,UK
Summary
Dynamic and results-oriented Senior General Manager with over 20 years of extensive experience in the hospitality industry. Proven track record in successfully launching new site openings and managing multiple locations simultaneously, ensuring operational excellence and profitability. Adept at fostering a positive work environment that emphasises teamwork, employee development, and high standards of service. Recognised for exceptional leadership skills that inspire the teams to achieve their best performance while maintaining a guest-centric approach. Committed to implementing innovative strategies that enhance guest experiences, streamline operations, and drive revenue growth. Strong financial acumen with expertise in budgeting, forecasting, and cost control measures to maximize profitability across all sites. A passionate advocate for staff training and development, leveraging interpersonal skills to cultivate a motivated workforce dedicated to delivering outstanding service
Overview
29
29
years of professional experience
2019
2019
years of post-secondary education
Work History
Restaurant general manager
Arcade Battersea Power Station
London , London
09.2024 - Current
- I am in charge of this 744 seater Foodhall, that has 12 kitchens, serving global food under one roof.
- Site takes in between £150k to £205k a week.
- Total team members are 85, both FOH and BOH.
- Coordinated Front of House and Back of House staff ahead of events for smooth execution to maximise guest satisfaction.
- Trained team members to deliver exceptional customer service.
- Oversaw inventory management to prevent stock shortages or excesses from occurring.
- Sought out and implemented methods to improve service and team performance, boosting business sustainability with continuous enhancements.
- Fostered a positive working environment, resulting in lower staff turnover rates.
- Prepared rotas to achieve stable coverage while minimising payroll costs.
- Ensured compliance with all licensing, hygiene and health and safety guidelines across the premises.
- Planned staff rotas to meet customer demand whilst remaining under budget.
- Effectively managed payroll and HR processes, including paperwork completion for new hires and terminations.
- Identified areas of improvement through regular performance reviews.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Grew restaurant profits through improved marketing and staff development initiatives.
- Introduced employee recognition programs that reduced staff turnover by 75%.
- Resolved complaints calmly and professionally to achieve positive customer outcomes.
Senior General Manager
BUSABA EATHAI SOHO
London, UK
01.2019 - 09.2024
- Extracting data to report at the end of the week on staff controls, food controls and sales revenues
- Attending meetings to set budgets and agreeing them with senior management and stakeholders
- Forward planning team shifts and supervising the front of house, kitchen, waiting and cleaning staff
- Enforcing high standards of customer service, quality control, food hygiene, and health and safety
- Warmly welcoming and greeting customers on arrival and organising their specific table reservations
- Chairing interviews to screen, select and recruit staff with the drive to make an immediate impact
- Ensuring that employees comply with uniform standards and a high level of personal presentation
- Managing the Flagship site of the entire organisation
- The very first Busaba to open
- Got involved in the recruitment, trialling, induction and training of new managers 95% more margin financial audit
- Passed all my Surefoot audits with an average score of 95%
- Lowest staff turnover across the brand
- Met and exceeded all KPIs at the end of the last quarter (earning a healthy bonus) and a trip to Thailand
- Implemented marketing ideas to drive peak trade sales, ASPH and returning guests
General Manager
BILLS RESTAURANTS
London
01.2017 - 01.2019
- Extracting data to report weekly on staff controls, food controls and sales revenues
- Attending meetings to set budgets and agreeing them with senior management and stakeholders
- Forward planning team shifts and supervising front of house, kitchen, waiting and cleaning staff
- Enforcing high standards of customer service, quality control, food hygiene, and health and safety
- Warmly welcoming and greeting customers on arrival and organising their specific table reservations
- Chairing interviews to screen, select and recruit staff with a drive to make an immediate impact
- Ensuring that employees comply with uniform standards and a high level of personal presentation
- Won £1000 for the best sales growth across all the individual company locations 5-star EHO food rating and a 44% LFL growth Jan 2018 to Dec 2018
- Achieved the lowest staff turnover with 21%
- Recognised for securing 100% x 4 mystery diner scores consecutively from Aug to Nov 2018
- Met and exceeded all KPIs at the end of the last quarter (earning a healthy bonus)
- Implemented marketing ideas to drive peak trade sales, ASPH and returning guests
General Manager
CARLUCCIOS
London
06.2015 - 01.2017
- Evaluated health and safety practices and criteria against standards and protocols for legal trading
- Inspected food deliveries and oversaw equipment purchases, menu development and staff payroll
- Performed administrative activities including staff rota scheduling, budgeting and business forecasts
- Swiftly addressed any issues with staff misconduct, underperformance, time keeping and service
- Closely monitored kitchen food preparation and the methods used for deep cleaning and sanitization
- 25% LFL growth; Manager of the year 2017
- Opened new locations and headed up site development for décor, supplies, recruitment and training
- Restaurant was chosen as 'Restaurant of Excellence' (selected to train management teams)
General Manager
GOURMET BURGER KITCHEN
Dublin
06.2015 - 01.2017
- Analysed business performance of the restaurant to drive sales levels, revenues and profitability
- Recruited and trained staff on high standards of quality control, hygiene, and health and safety
- Advised customers on menu and wine choice that would suit their appetite, taste and the occasion
- Reported to senior staff on sales, budgets, new menu development and concepts to drive footfall
- Showed the upmost empathy, patience and understanding when dealing with customer complaints
- Trained over 95% of the current managers and assistant managers
- Helped with front of house and financial audits in the other branches of GBK
- Composed SOPs, training manuals and instruction guides for new employees that joined GBK
- Most senior member of the management team in charge of staff recruitment and new site openings
- Helped the operations manager to set up and implement a recruitment day for management positions
General Manager
LEMON CREPE & COFFEE COMPANY
Dublin
02.2004 - 08.2008
- Improved procedures by evaluating the quantities of food, beverages, and supplies to be ordered
- Formed professional relationships with customers, senior management, sales reps and suppliers
- Set out schedules for staff work hours that ensured cover for front of house and the kitchen areas
- Recorded information regarding stock flow, supplies, inventory, purchases and delivery quantities
- Handpicked to oversee the development, assessments and motivation of FOH and management
- Instrumental in coordinating new openings, teaching staff procedures and delivering staff inductions
- Examined trade flow to understand revenue streams and establish methods for maximising footfall
General Manager
Bewleys Oriental Café
Dublin
09.2001 - 02.2004
Restaurant Manager
Cafe Rossinni
02.1996 - 08.2001
Education
Certificate - Computer Network
Chartered Institute of Environmental Health
Diploma - Project Management
DPG
Employment Law
Ashfield College
British Institute of Innkeeping
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Bewleys Barista Academy
Skills
- Staff Leadership & Direction
- Delivering Profit Growth
- Employee Recruitment
- Accomplishing KPI Targets
- Team Recognition & Reward
- Staff Inductions & On-boarding
- Increasing Client Footfall
- Reducing Staff Turnover
- Budget Development
- Brand Visibility & Awareness
- Motivating Large Teams
- Forecasting & Budgeting
- New Openings / Launches
- Waste Control Measures
- Personal Licence Holder
- Chairing Staff Interviews
- Food Hygiene Practices
- Complaint Reduction
- Knowledge about food allergens
- First Aid certification
- Sales forecasting
Timeline
Restaurant general manager
Arcade Battersea Power Station
09.2024 - Current
Senior General Manager
BUSABA EATHAI SOHO
01.2019 - 09.2024
General Manager
BILLS RESTAURANTS
01.2017 - 01.2019
General Manager
CARLUCCIOS
06.2015 - 01.2017
General Manager
GOURMET BURGER KITCHEN
06.2015 - 01.2017
General Manager
LEMON CREPE & COFFEE COMPANY
02.2004 - 08.2008
General Manager
Bewleys Oriental Café
09.2001 - 02.2004
Restaurant Manager
Cafe Rossinni
02.1996 - 08.2001
Diploma - Project Management
DPG
Employment Law
Ashfield College
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Bewleys Barista Academy
Certificate - Computer Network
Chartered Institute of Environmental Health
British Institute of Innkeeping
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