Daniella Mourani
Carlingford
Summary
A passionate, purpose-driven and influential Training and Development Officer who loves nothing more than creating and spreading culture in stores, passing on the knowledge and skills for the next generation and inspiring others to be their best selves.
I have been fortunate in my career to gain the experience of new store openings, creating and facilitating content, to upskilling and training new and existing staff. I am a big people-person and although I love my challenges, I find it to be the most rewarding.
One thing I can say from my experience is 'never be afraid to try new things, never be afraid to make some mistakes, it's all part of life and learning".
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Member
KFC St Peters
08.2015 - 06.2018
Shift Supervisor
KFC St Peters
06.2018 - 10.2018
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress
- Completed store opening and closing procedures and balanced tills
- Helped store management meet standards of service and quality in daily operations
- Enforced company policies and regulations with employees
Assistant Restaurant Manager
KFC St Peters
10.2018 - 10.2020
- Resolve customer complaints regarding sales and service
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
- Monitor customer preferences to determine focus of sales efforts
- Supervised all areas of restaurant to keep it clean and well- maintained
- Created fun team building activities to engage staff in up-selling to meet revenue targets
- Developed unique events and special promotions to drive sales
- Motivated staff to perform at peak efficiency and quality
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty
- Recruited and hired employees offering talent, charisma and experience to restaurant team
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses
- Onboarded new employees, including training, mentoring and new hire documentation
- Maximised sales and minimised shrinkage through excellent customer service and adherence to standard practices
- Drafted employee work schedules to fill coverage gaps
- Completed a restaurant Figure-8 walk every half an hour
- Monitoring the FIFO inventory
- Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience
- Handled customer service by dealing with complaints, organizing stock and answering customer questions
- Coached team on effective upselling and cross-selling methods
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Monitored security and handled incidents calmly
- Being ready on each shift for compliance checks and health inspection
- Served as floating manager-on-duty, to cover shift shortage
- Maintaining steady labour costs during according to sales figure
- Responsible for the rostering and ordering - ensuring Cost of
- Labour and Cost of
- Sales targets were achieved
- Create, maintain, and enter information into databases
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
- Maintain sanitation, health, and safety standards in work areas
- Maintain food and equipment inventories, and keep inventory records
- Count money and make bank deposits
- Following up with employee files and ensuring all documents are signed, present and locked away safely in a file cabinet
- Ensured all required outstanding online modules were completed by a given deadline
- Supervised all areas of restaurant to keep it clean and well-maintained
Restaurant General Manager
KFC St Peters
10.2020 - 03.2021
- Worked alongside my other Restaurant General Manager to set, delegate and achieve KPIs
- Analysed the P&L and the end of each month and identified all opportunities
- Gained more understanding about Cost of Sales and how to order according to strategy
- Ensured Restaurant was operationally excellent on a daily basis to allow for a smooth shift
- Coached and trained Shift Supervisors and Team Members
- Identified staff's strengths and weaknesses
- Management meetings were conducted on a fortnightly basis to follow up with store performance
- Thinking outside of the box and learning how to use strategies to achieve the best results
- Managed a team of 60+ staff
- Following up with emails from Area Coach and acting accordingly
- Identified problems, conducted troubleshooting and sought repair or maintenance support to keep restaurant equipment operational
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant
- Set clear expectations and created positive working environment for employees
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service
- Identified problems, conducted troubleshooting and sought repair or maintenance support to keep restaurant equipment operational
Field Trainer
Roll'd Australia
01.2022 - 12.2022
- Implement training tools and programs for Franchisees and all restaurant employees
- Coach and assist in the on-boarding and training of new Franchise Partners, Restaurant Managers and Roll'd employees in line with the Roll'd way
- Assist the Learning and Development manager with all training-related material
- Provided coaching and mentoring to employees
- Facilitated virtual, in-person and blended learning sessions
- Regular visits to stores; conduct evaluations of training programs
- Plan and schedule training on a regular basis
- Prepare, update and maintain training material
- Evaluate training programs and recommend improvements
- Facilitate training programs and classes and producing reports
- Lead the Roll'd team for all new store openings
- Complete and adjust training cards
- The gatekeeper for restaurant standards - providing feedback when standards aren't met
- Monitor and report training results
- Completing and coaching on stocktakes
- Assisting with new store openings
- Compliance management via audits
- Coaching and guiding franchisees and employees on KPIs; recruitment, COGs and COL
- Thinking outside the box - creative ways to improve sales
Training and Development Officer
El Jannah
12.2022 - Current
- Working with a team to develop and implement El Jannah's official training program
- Drafting instructional manual and onboarding materials
- Leading training workshops and training day simulation sessions
- Providing orientation and training to new store hires
- Providing ongoing training and support to staff during new store opening timelines
- Assisting in all new store openings, monitoring quality of service and products
- Addressing skills deficits in existing and new store staff
- Monitoring and assessing staffs' performance by liaising with store manager
- Creating tracking systems to ensure smooth operations and openings
- Creating and facilitating face-to-face and online courses for emerging leaders
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions
- Analyzed and evaluated training effectiveness and program outcomes
Education
Bachelors Degree, Bachelor of Commerce - Marketing
Macquarie University
Sydney, NSW10.2019
Skills
- Attention to detail
- Organised
- Adaptability
- Creativity and Problem-Solving
- Time Management
- Verbal and Written Communication
- Team Player
- Leadership
- Coaching and Mentoring
Accomplishments
- Significantly beating weekly sales by generating an extra $25,000
- Shifts not operating smoothly - identifying staffs' strengths and weaknesses - aces in their places
- Implemented monthly - quarterly recognition competitions
- Guest Experience Survey' Champion
- Upsize and Cross-selling champion of the Period
- Trained over 300 staff members over the course of 1 year
Certification
- LAS (Leading a Shift)
- LAR1 (Leading a Restaurant): Assistant Restaurant Manager
- BOR (Board of Review): Restaurant General Manager
- Train-The-Trainer
- First Aid
Hobbies
- Cooking
- Exercising
- Travelling
Languages
English
Full Professional
Arabic
Limited Working
French
Limited Working
Timeline
Training and Development Officer
El Jannah
12.2022 - Current
Field Trainer
Roll'd Australia
01.2022 - 12.2022
Restaurant General Manager
KFC St Peters
10.2020 - 03.2021
Assistant Restaurant Manager
KFC St Peters
10.2018 - 10.2020
Shift Supervisor
KFC St Peters
06.2018 - 10.2018
Team Member
KFC St Peters
08.2015 - 06.2018
Bachelors Degree, Bachelor of Commerce - Marketing
Macquarie University
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