Sam ElMokdad
Werrington County,NSW
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
9
9
years of professional experience
Work History
GYG Werrington
RGM
Werrington
04.2025 - Current
- Managed day-to-day restaurant operations in a high-volume, fast-paced environment
- Led, trained, and developed team members to deliver consistent service and performance
- Created and managed staff rosters to align with labour budgets and peak trading periods
- Monitored and controlled labour costs, food costs, and overall store profitability
- Ensured compliance with food safety, hygiene, and workplace health & safety standards
- Delivered excellent customer service and resolved complaints quickly and professionally
- Oversaw inventory management, stock ordering, and stocktake processes
- Reduced waste and managed portion control to maintain cost efficiency
- Drove sales through upselling, promotions, and local store marketing initiatives
- Managed cash handling, daily reconciliations, and financial reporting
- Maintained brand standards, cleanliness, and presentation across all areas of the store
- Conducted performance reviews, coaching, and disciplinary actions when required
- Implemented operational procedures to improve efficiency and service speed
- Coordinated with suppliers and ensured timely deliveries
- Managed opening and closing procedures, including security and compliance checks
Restaurant General Manager
Teta Gourmet Kitchen & Bar
Terrigal, NSW
03.2021 - 03.2025
- Directed daily operations to enhance customer satisfaction and operational efficiency.
- Implemented staff training programs to improve service quality and team performance.
- Streamlined inventory management processes, reducing waste and optimizing resources.
- Analyzed sales data to inform menu adjustments and promotional strategies.
- Monitored compliance with health and safety regulations, ensuring safe dining experiences.
- Developed marketing initiatives that increased brand visibility and customer engagement.
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Correctly calculated inventory and ordered appropriate supplies.
Licensee/General Mnager
The Coast Bar/Grill & Function Centre
Gosford, NSW
06.2017 - 03.2021
- Held full responsibility as Licensee, ensuring compliance with liquor licensing laws and regulatory requirements
- Managed end-to-end venue operations across restaurant, bar, and function spaces in a high-volume environment
- Led, recruited, trained, and developed a large, multi-disciplinary team including supervisors and department heads
- Delivered exceptional guest experiences across dining, bar service, and private events/functions
- Oversaw rostering, wage control, and labour cost management in line with revenue targets
- Managed full P&L accountability, including budgeting, forecasting, and financial reporting
- Drove revenue growth through strategic promotions, events, and function sales
- Built and maintained relationships with suppliers, contractors, and key stakeholders
- Ensured compliance with food safety, RSA, WHS, and all relevant legislation and policies
- Managed stock control systems, purchasing, and inventory to minimise waste and reduce variances
- Led service standards, venue presentation, and brand consistency across all areas
- Coordinated and executed functions and events, ensuring seamless delivery and client satisfaction
- Handled escalated customer issues and incident management with professionalism and discretion
- Implemented operational improvements to increase efficiency, service speed, and profitability
- Monitored and reported on KPIs including sales, labour %, cost of goods, and customer feedback
- Maintained security procedures, incident reporting, and risk management practices
- Developed marketing strategies that increased brand visibility and customer engagement.
- Fostered relationships with vendors to negotiate favorable terms and enhance service offerings.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
Education
Commercial Cookery
SSBTA
Sydney, NSW08-2007
Associate of Arts - Commercial Cookery
SSBTA
Sydney, NSW08-2007
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Flexible and adaptable
- Attention to detail
- Dependable and responsible
- Multitasking
- Excellent communication
- Organizational skills
- Calm under pressure
- Organization and time management
GYG Handbook
- Why Customer Interaction Matters in QSR
- 1. Drives Repeat Customers: Friendly, fast, and respectful interaction makes customers more likely to return—even if competitors are nearby.
- 2. Shapes Brand Perception: At GYG, customers often associate service quality with the brand itself
- 3. Increases Sales: Good interaction can lead to upselling (make it meal, sides, desserts) and larger order sizes.
- 4. Handles High Volume Efficiently: Clear communication reduces errors, speeds up service, and prevents complaints.
- 5. Builds Customer Loyalty: Even brief interactions can create a positive emotional connection.
- Key Steps to Follow for Excellent Customer Interaction
- 1. Immediate Acknowledgment
- Greet customers within a few seconds (Hola, Good morning/afternoon/evening)
- Smile and maintain positive body language
- Example: “Hi! Welcome to GYG—what can I get for you today?”
- 2. Clear and Friendly Communication
- Speak clearly and confidently
- Listen actively—don’t interrupt
- Repeat orders to confirm accuracy
- 3. Maintain Speed with Accuracy
- Balance quick service with correctness
- Double-check orders before handing them over
- Avoid rushing in a way that feels careless
- 4. Personalization (Even Small Touches)
- Use polite language (“please,” “thank you”)
- If possible, remember regular customers
- Suggest items based on preferences
- 5. Upselling & Suggestive Selling
- Recommend add-ons naturally
- Example: “Would you like fries or a drink with that?”
- 6. Handle Complaints Professionally
- Stay calm and listen fully
- Apologize sincerely
- Inform manager/shiftleader immediately, if you can’t take an action seek for manager
- 7. Positive Closing
- End every interaction on a good note
- Example: “Thanks! Have a great day!”
- 8. Clean and Presentable Environment
- Interaction isn’t just verbal—appearance matters
- Clean counters, uniforms, and workspace build trust
- Simple Rule to Remember
- Fast + Friendly + Accurate = Successful GYG Interaction
Timeline
GYG Werrington
RGM
04.2025 - Current
Restaurant General Manager
Teta Gourmet Kitchen & Bar
03.2021 - 03.2025
Licensee/General Mnager
The Coast Bar/Grill & Function Centre
06.2017 - 03.2021
Commercial Cookery
SSBTA
Associate of Arts - Commercial Cookery
SSBTA