premlekha Thankappan
Area Manager - Operations
Dubai
Summary of Career
1. Widely Operated QSR, Fast Casual & Casual dining Restaurants, and Kitchen with Management Team.
2. Home delivery, Drive-thru, Car-Hops, pooling system. GPS tracking system to achieve exceptional operational and commercial standards throughout the Restaurants.
3. Manage and Shoulder overall responsibility for the success of the stores by directing all operational aspects of restaurants whilst minimizing cost. Carry-out Restaurant Audits.
4. Maintain Stocks of Goods and Equipment’s, required in the building of a new store. Analyze new Layout, APL by working closely with Project team and Operations.
5. Updating Recipes for the emerging concept and do Trails to match the Brand standards- Product Quality and Taste
6. KPI meeting with HoD to cascade information for better planning and execution to support Team and Operations.
7. Liaison with Marketing Team for different promotion technique by concrete study on the area and analyzing it.
8. Work closely with cross-functional Support team, supply chain, HR, Maintenance, Training in-order to run smooth operations in the region.
9. Inventory management, Forecasting, planning, and control.
10. Create and Maintain Budgets, Co-ordinate and report to senior management.
Awarded twice for Ranking top on Labor Productivity in Q2 and Q3 – UAE Americana KFC – 2019 Sales Target achieved throughout – Mirdiff & Rashdiya UAE – Americana KFC 2019 till Feb 2020 Opened ten outlets to 4 major brands in 3 main cities – Dubai, Abu Dhabi and Qatar. Travelled extensively to Europe and USA for both work and Leisure. Re-Launched Home Delivery with GPS system. Reducing the Delivery time from 1 hour to 45 mins – Nandos – Qatar 2018 Hit 0 on sales target with the first outlet in Doha- GRK- Freshgreek – Qatar 2017 Lateral Movement to lead the US Brand – GRK – Freshgreek – Qatar 2017 Opened the First Outlet and cracked 32 % food cost for GRK- Freshgreek - Landmark Gr. Dubai 2015 Launched Home Delivery – Penetrating the fertile area. 30 % of the Sales Mix – Doner & Gyros, UAE 2014 TMTS (Team member Training Score Card)- 90 & 91 % (SAT) – India, 2012. VOC-Voice of Champions Top Ranking5-. - Survey HR – India, 2012. Balance Score Card - BSC at 4.30 SAT 2012 @ YUM- KFC. India 2012
Experience as Technical Support Expert
Dell International Services
06 May 2006
05 June 2008
Handling all Customer Care Related issues for US Segment - Voice Process, Non-voice process, Technical Support Expert, Email-process, Chat process, Sales.
• Successfully managed several complex pre & post-acquisition transition and integration phases.
• Communicate to customers in a professional manner.
Point-of-contact to resolve issues and customer inquiries.
• Establishing and meeting metrics since it proves our cross skills and knowledge.
• Work in a team environment, as well as being able to resolve issues accurately and independently.
• Excellent writing skills since interacting with customers via E-mail and Chat process.
• Outstanding verbal communication skills and strong telephone etiquette.
• Flexibility and ability to adjust the new updates and implement it.
Experience as Area Manager - Marketing & Sales
Extramarks Ltd.
14 October 2008
31 October 2009
Planning, developing and implementing Strategies; Administration, Recruitment, Training, Customer care, Marketing & Sales.
• Using sales, business development, marketing techniques and networking in order to attract business
• Developing a good understanding of client, what they do and their work culture and environment and requirement.
• Headhunting - identifying and approaching suitable Clients.
• Receiving and reviewing applications, managing interviews and short-listing candidates
• Heading Marketing & Sales Team and accomplishing target.
• Training the Team of 15 BDO’s under me to function in the field and achieving targets and focus on pipelines.
• Organizing events including press conferences, exhibitions, and seminars.
Experience as RGM
12 May 2010
05 September 2012
• Creating value for our shareholders through efficient operations, appropriate cost controls, and profit management.
• Effectively manage a Yum-owned restaurant within the policies and guidelines of the company, ensuring 100% customer satisfaction at all times. Controls day-to-day operations by scheduling manpower, ordering food and supplies, and developing the Restaurant Team.
• Creates 100% guest satisfaction by providing employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork.
• Controls profit & loss, by following cash control/security procedures, maintaining inventory, managing labor, reviewing financial reports, and taking appropriate actions.
• Recruits, interviews, and hires team members, conducts performance appraisals, takes discipline action, motivate and train.
• Ensures maintenance of equipment, facility, and grounds through the use of a preventative maintenance program. Ensures food quality and 100% customer satisfaction. Ensures complete and timely execution of corporate & local marketing programs.
• Ensures a safe working and customer experience environment by facilitating safe work behaviors of the team. Champions recognition and motivation efforts.
Experience as RM
09 December 2012
05 June 2015
• As a Restaurant Manager, empower and lead team to deliver exceptional guest experiences.
• Promote a respectful team environment and manage team members with open communication and understanding.
• Train and coach a diverse team to achieve and maintain Tim Hortons' high operational standards.
• To have the knowledge, skills and long term vision to support the Restaurant Owner in running a successful business.
• Aptitude for operational excellence to easily plan and execute strategies for increasing sales and achieving targeted costs.
• Thrive in the fast paced atmosphere and make sure the Team loves coming to work every day.
Experience as Area Manager
21 June 2014
31 July 2015
• In charge of the branches in their assigned area which involves evaluating the stores, trouble shooting, advising, monitoring, analyzing, forecasting and checking profits and ensuring everyone is driven to meet the targets. In Doner and Gyros the role is also about inspiring the staff, spotting potential and developing people. The role is about being a communicator both in store and back to head office. To make decisions based on factual evidence rather than personal feeling and assumption.
• To have control over all the New Store Openings and running it as per standards and see through that its Open as per the Designated timeframe following the compliance.
• To ensure the delivery of exceptional operational and commercial standards throughout stores in Doners and Gyros.
• To ensure that the HACCP system is developed, implemented, maintained and reassessed as HACCP Team Leader.
• To ensure compliance in all areas of operational activity and drive sales and profitability through the performance and development of Store Managers, whilst managing within agreed budgets.
• Promote a respectful team environment and manage team with open communication and understanding.
• Train and coach a diverse team to achieve and maintain high operational standards.
• To directly be linked with Cross-functional Team, Supply Chain, HR, Maintenance, Training to run a smooth Operation.
• To carry out Timely Audits to coach and counsel the Team to abide by Compliance.
• Aptitude for operational excellence to easily plan and execute strategies for increasing sales and achieving targeted costs.
• Inventory Control and wastage tracking in order to meet the food cost.
• Preparing and analyzing MIS Reporting. Profit & Loss analysis.
• Handling Email Correspondence, follow-ups, maintaining data.
• Controls profit & loss, by following cash control/security procedures, managing labor, reviewing financial reports, and taking appropriate actions.
• Recruits, interviews, and hires team members, conducts performance appraisals, takes discipline action, motivate and train.
• Ensures maintenance of equipment, facility, and grounds through the use of a preventative maintenance program. Ensures food quality and 100% customer satisfaction. Ensures complete and timely execution of corporate & local marketing programs.
Experience as Area Manager
21 August 2015
10 March 2018
• In charge of the Mall of Qatar and Doha Festival City branches which involves timely opening of the Restaurants. Evaluating the stores, trouble shooting, advising, monitoring, analyzing, forecasting and checking profits and ensuring everyone is driven to meet the targets. Inspiring the staff, spotting potential and developing people. The role is about being a communicator both in store and back to head office. To make decisions based on factual evidence.
• To have control over all the New Store Openings and running it as per standards and see through that its Open as per the Designated timeframe following the compliance.
• To ensure the delivery of exceptional operational and commercial standards throughout stores in GRK-Freshgreek, Doha.
• To ensure compliance in all areas of operational activity and drive sales and profitability through the performance and development of Store Managers, whilst managing within agreed budgets.
• Train and coach a diverse team to achieve and maintain high operational standards.
• To directly be linked with Cross-functional Team, Supply Chain, HR, Maintenance, Training to run a smooth Operation.
• Aptitude for operational excellence to easily plan and execute strategies for increasing sales and achieving targeted costs.
• Inventory Control and wastage tracking in order to meet the food cost.
• Analyzing MIS Reports & Profit & Loss.
• Handling Email Correspondence, follow-ups, maintaining data.
• Controls profit & loss, by following cash control/security procedures, managing labor, reviewing financial reports, and taking appropriate actions.
• Recruits, interviews, and hires team members, conducts performance appraisals, takes discipline action, motivate and train.
• Ensures maintenance of equipment, facility, and grounds through the use of a preventative maintenance program. Ensures food quality and 100% customer satisfaction. Ensures complete and timely execution of corporate & local marketing programs.
• Updating Recipes for the new concept in Micros Fidelio Materials Control System.
• Part of the team in Finalizing the Yield and portioning the product and menu pricing.
• Work closely with Purchase and Supply chain to finalize the purchases and product based on quality.
• Doing Trials of food with Director of Ops from US to match the product quality and taste.
• Have weekly meeting with all departments to follow up on the deadlines to open the Outlet.
• Meeting and talking with People in order to pick the Aces and forward them for Induction and Hiring process.
• Work Closely with Business Head to Train the Team.
• Open Outlet in Mae’sem City Center as per the targeted deadline.
• Work Closely with Marketing for the first Outlet opening and Launch.
• Photo shoots for Greek Food.
Experience as Area Manager
18 April 2018
30 November 2018
• Overall in charge of staff, management and training.
• Cost Control by applying the prior experience.
• Launched Delivery with Call Center Operations
• Plan Delivery structure, Area mapping, Penetration Area Study
• Implement GPS delivery system – Trust Track- Ruptela
• Hire and Train the Delivery team to execute the Software and delivery pooling.
• Track the Fleet Operations.
• Controls profit & loss, by following cash control/security procedures, managing labor, reviewing financial reports, and taking appropriate actions.
• Recruits, interviews, and hires team members, conducts performance appraisals, takes discipline action, motivate, and train.
• KPI meeting to cascade information. Meeting with HoD for better planning and execution to support Team and Operations
• Visit frequently store(s) to ensure healthy stock levels, merchandising excellence, staffing additional brand visibility opportunities, and competitive actions.
• Upkeep of stores, staff grooming, salesmanship, inventory level. Review and improve SOP to create a better working environment and effective team. Co-ordinates and works closely with the other HOD’s to resolve operations matters including customers’ feedback and complaints.
• Recruiting/Selection/Retention of staff to meet the operational requirements. Disciplining, rostering, performance management and reward. Build and implement all the store training SOP. Train new and existing frontline staff on product knowledge, customer service, sales skills, and flow of operations, SOP and POS system.
Experience as Area Manager
15 February 2019
To date
* Hires, Manages, trains, and coaches Restaurant General Managers
* Directs and assists RGM's with forecasting, scheduling, and maintaining labor budgets
* Oversees all maintenance and vendors for each restaurant.
* Oversees and follows up with employee and management training through Learning Zone and regular Restaurant visits.
* Monitors daily cash controls including manager deletes, voids, debits voids, daily deposits, and cash discrepancies.
* Adheres to and monitors management compliance of all corporate, policies and practices.
* Takes appropriate action to address employee issues and policy violations and immediately
* Reviews management work schedules in a timely manner to ensure continuous ability to properly serve guest to brand standard.
* Monitors multiple restaurants cost control procedures for labor, and food and paper. Takes immediate corrective action when necessary.
* Audits Restaurant inventory.
* Responds to escalated guest requests and complaints in a respectful manner. Takes immediate corrective action when necessary.
* Recruits, interviews and hire management team members to achieve proper staffing levels.
* Implements all national and local store marketing
Bachelor 31 July 1998
Bachelors of Arts - PUNJAB University - Chandigarh - Psychology, Sociology, Public administration, English & H&C of PunjabOther 10 December 2010
Diploma Hotel Management IITC-India International Trade Centre. Mar - Dec 2010 - Bangalore India.