MAHMOUD ISSA
Al Shamiya
Summary
Experienced and results-driven over 12 years of expertise in managing fast-paced, multi-unit operations within the quick-service restaurant (QSR) or hospitality industry. Adept at overseeing the daily operations of multiple Burger King outlets, ensuring adherence to brand standards in quality, service, and cleanliness (QSC). Proven track record of driving business performance by analyzing financial metrics, developing strategies to increase profitability, and optimizing operational efficiency.
Overview
20
20
years of professional experience
Work History
Operation Manager
Kout Food Group
04.2022 - Current
- Oversee the operational performance of multiple Burger King outlets across Kuwait.
- Ensure that each location operates according to Burger King’s brand standards, policies, and procedures.
- Monitor day-to-day operations to ensure quality, service, and cleanliness (QSC) standards are met.
- Analyze store performance data, including sales, profitability, and key performance indicators (KPIs).
- Develop strategies to improve store performance and profitability, including sales growth initiatives and cost control measures.
- Prepare regular reports on operational performance and present findings to senior management.
- Manage restaurant managers and ensure they effectively lead their teams to meet performance targets.
- Implement training programs to develop staff skills, ensure compliance with operational procedures, and foster employee engagement.
- Conduct regular performance evaluations and ensure succession planning for critical roles.
- Ensure that all Burger King restaurants deliver exceptional customer service experiences.
Implement customer service improvement initiatives and resolve any escalated customer complaints.
Conduct regular store visits to assess customer service standards and restaurant conditions. - Ensure adherence to health, safety, and food hygiene regulations, both local and company-specific.
- Manage compliance with legal requirements, including labor laws, safety regulations, and environmental policies.
- Regularly review safety protocols and ensure all locations are audit-ready.
- Develop and manage the operational budget for all assigned outlets.
- Monitor financial performance to ensure revenue targets and profit margins are achieved.
- Implement cost-saving measures without compromising the quality of service and operations.
- Collaborate with the marketing team to plan and execute local store marketing campaigns.
- Monitor the effectiveness of promotional activities and suggest improvements for future campaigns.
- Ensure that all marketing initiatives are properly implemented at the store level.
- Manage supply chain operations, ensuring consistent supply of products to all outlets.
- Optimize inventory management practices to reduce waste and ensure product availability.
- Work with suppliers to maintain quality and cost efficiency.
Area Operations Manager
Kout Food Group
01.2020 - 04.2022
- Manage the budget for the area, focusing on cost control, expense management, and profitability.
- Ensure high levels of customer satisfaction by maintaining consistent quality and service standards across all locations.
- Handle customer complaints and resolve any operational issues in a timely and efficient manner.
- Boosted team morale and productivity by fostering a positive work environment and offering regular feedback.
- Oversee the daily operations of multiple Burger King outlets within a designated area.
- Ensure all restaurants adhere to Burger King standards for quality, cleanliness, and customer service.
- Monitor sales performance, identify areas for improvement, and implement strategies to increase revenue.
- Ensure compliance with health and safety regulations, including food safety standards.
- Enforce company policies and procedures, including hygiene and cleanliness standards.
Multi Unit Manager
Kout Food Group - Burger King
01.2019 - 01.2020
- Balancing between people and business
- Business P&L analysis and create proper action plan
- Analyze business performance and make recommendation for improvements
- Maximize sales and exceed store budgets through assistance and supervision of effective and continuous space, stock and seasonal management and highest possible levels of customer service
- Creating OPS system to maintain standards
- People engagement and career path development
Training Restaurant General Manager
Kout Food Group - Burger King
12.2015 - 12.2018
- Train Restaurant manager
- Participate in delivering the highest store standard and training
- Create highest possible level of customer service and solving problem
- Business P&L statement analysis and create proper action plan
- Give feedback on lines, sellers and customer request and recommendation regarding Brand Promotion
- Train and promote high customer service and standard
Restaurant General Manager
Kout Food Group - Burger King
04.2011 - 04.2015
- Trained, coach and supervised new staff members
- Pitched ideas on how to improve performance and efficiency
- Helped management to identify workflow issues and find solutions
- Supervised and delegate task to a team of [12] people
- Achieve Top line and Bottom line of the P&L
- Maintain the highest food safety standard
- Cash management
- People development
Store Manager
Al Shaya - Starbucks
10.2006 - 10.2011
- Develop and coach my store team in all operational area
- Deliver legendary service to all Starbucks customer
- Apply the Brand standard consistently
- Analyze the business performance and make recommendation for improvement
- Create, implement and manage store action plan
- Maximize sales and exceed store budget, through assistance and supervision of effective and continuous space, stock and seasonal management and highest possible level of customer service
Barista
Cinnabon - Mediterranean Company
05.2004 - 05.2006
- Provide customer service
- In-store learning coach
- Crew trainer
Education
BACHELOR OF ARTS - GEOGRAPHY
Alexandria University
06.2003
Skills
- Strong leadership skills with the ability to manage and develop large teams
- Excellent communication and interpersonal skills
- Financial acumen, including experience with P&L management
- Proficiency in operational systems and procedures, including knowledge of restaurant management software
- Ability to solve problems and make quick decisions under pressure
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Operation Manager
Kout Food Group
04.2022 - Current
Area Operations Manager
Kout Food Group
01.2020 - 04.2022
Multi Unit Manager
Kout Food Group - Burger King
01.2019 - 01.2020
Training Restaurant General Manager
Kout Food Group - Burger King
12.2015 - 12.2018
Restaurant General Manager
Kout Food Group - Burger King
04.2011 - 04.2015
Store Manager
Al Shaya - Starbucks
10.2006 - 10.2011
Barista
Cinnabon - Mediterranean Company
05.2004 - 05.2006
BACHELOR OF ARTS - GEOGRAPHY
Alexandria University
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