Thilina Fernando
Melbourne,VIC
Summary
Dynamic and results-driven professional with over 10 years of multi-site and franchising experience in the food and beverage industry. Expertise in coaching and developing high-performing teams to drive sales and enhance customer engagement, with a proven track record of ensuring compliance with industry standards. Recognized for cultivating strong relationships with Franchise Partners and stakeholders, contributing to overall business success.
Overview
11
11
years of professional experience
Work History
Senior Multi-site Manager
Zambrero
Warragul, Yuille's Rd And Main St , VIC
08.2021 - Current
- I took a leading role with the Development Agent from the initial concept to the opening of the new Zambrero on Main St and Warragul.
- Conducted regular meetings with site managers to review progress, discuss issues and devise new strategies.
- Supervised the recruitment process for all locations, including interviewing candidates and selecting appropriate personnel.
- Maintained effective communication channels between different sites through email, phone calls or video conferencing tools.
- Evaluated daily operational reports from each site to assess performance indicators such as productivity, quality control, inventory levels and cost management.
- Performed regular inspections of facilities to identify potential hazards or maintenance needs.
- Evaluated employee performance regularly and provided feedback on areas needing improvement.
- Identified areas where processes could be improved or automated for greater efficiency.
- Analyzed financial data from various sites to identify discrepancies and suggest corrective actions.
- Implemented operational systems and ensured compliance with OH&S and food safety standards, as well as overseeing marketing initiatives.
- Implemented an innovative inventory system (ABCOM) to enhance KPI tracking and operational efficiency.
- Cultivated strategic partnerships with local sports clubs and gyms to negotiate sponsorships, expand advertising and catering opportunities, thereby expanding brand visibility, and driving revenue growth as a part of local area marketing.
- Led comprehensive training programs for new managers and assistant managers across the Zambrero network, ensuring adherence to company standards, and verifying their competency before they assumed roles in their respective restaurants.
- Oversaw a comprehensive overhaul of Yuille’s road location, including retraining, marketing initiatives, and streamlined procedures.
- Utilized sales and labor pattern analysis in conjunction with the area manager to improve labor allocation and enhance profitability, resulting in the cessation of self-delivery service.
- Achieved a 10% reduction in COGS compared to earlier management, showcasing effective cost management and operational efficiency.
- Coordinated resources across multiple locations to maximize efficiency and minimize costs.
- Prepared monthly forecasts based on current trends in sales volumes at each site.
- Resolved customer complaints in a timely manner by addressing their concerns directly or escalating them as needed.
Restaurant Manager
Zambrero
Monash Caulfield And Southland, VIC
12.2019 - 08.2021
- Brokered strategic marketing partnerships with Westfield center management, aligning promotions and offers with Westfield guidelines to maximize brand visibility and drive foot traffic.
- Secured multiple AAA awards for both restaurants through exemplary service standards, and commitment to excellence.
- Sustained favorable COGS and labor KPIs amidst challenging COVID-19 conditions, demonstrating resilience and adaptability in maintaining operational efficiency.
- Effectively managed operations for both restaurants throughout the pandemic, ensuring continuity of service, and employee and customer safety.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Resolved conflicts among employees in an effective manner.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Communicated well and used strong interpersonal skills to establish positive relationships with customers and employees.
- Coached staff on strategies to enhance performance and improve customer relations.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Ensured compliance with all food safety regulations and sanitation standards.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Conducted weekly team meetings to discuss performance issues and provide feedback.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Optimized profits by controlling food, beverage and labor costs.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Restaurant Manager
Zambrero
Monash Caulfield
03.2018 - 12.2019
- Elevated restaurant performance from break-even to achieving record-high sales, and other KIP’s
- Cultivated strategic partnerships with university stakeholders, driving sales growth and fostering community engagement
- Boosted sales by collaborating with student groups and universities to create tailored offers regular catering business and specials, enhancing appeal to target demographics and revenue
- Collaborated with university board to enhance sustainability initiatives, transitioning from plastic to glassware and implementing reusable containers, aligning operations with eco-conscious practices
General Manager
Elephant Corridor
Glen Waverley
11.2013 - 03.2018
- Oversaw daily operations and management of establishments
- Created and managed staff schedules and rosters, refining staffing levels for efficiency and service quality
- Strategically planned and executed food and beverage specials to drive sales and enhance customer experience
- Led the transition to the online reservation platform 'OpenTable,' enhancing accessibility and convenience for patrons
- Facilitated the setup and integration of both restaurants onto 3rd party delivery platforms, expanding reach and increasing revenue streams
- Collaborated with owners to diversify revenue streams by introducing catering services for events and functions, driving incremental sales and brand visibility
Education
Certificate III - Hospitality
William Angliss Institute of TAFE
Melbourne, VIC12.2009
Skills
- Leadership
- Stakeholder management
- Staff development
- Business development
- Compliance monitoring
- Training and coaching
- Resilient in distress
- Initiative-taking
- Quick adaptability
- Process Improvement
- Systems Implementation
- Analytical Mindset
References
References available upon request.
References
References available upon request.
Timeline
Senior Multi-site Manager
Zambrero
08.2021 - Current
Restaurant Manager
Zambrero
12.2019 - 08.2021
Restaurant Manager
Zambrero
03.2018 - 12.2019
General Manager
Elephant Corridor
11.2013 - 03.2018
Certificate III - Hospitality
William Angliss Institute of TAFE
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