​ ​
Elouazzani Mustapha
Nationality: Moroccan ​
Mobile: ‭‭+960 7923806
Email: [email protected]

F&B Restaurants Manager

Providing Exceptional Service ... Guest Satisfaction ... Solving Problems ... Increasing Sales & Reducing Coast

Career Summary & Objective

● Dedicated and passionate F&B manager with 10 years of experience in very reputable hotels and Fine Dining Restaurants. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
● Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Areas of Expertise

● Five-Star Dining
● Guest Service Excellence
● Multi-outlet Operations
● Complaint Handling & Resolution
● Retail Operations Management
● Culinary Management

● Customer Satisfaction Enhancement
● Financial awareness
● Sales & Margin Improvement
● Front- & Back-of-House Operations
● Safety/Sanitation/Quality Controls
● Menu Development for pre-opening
● Teambuilding & Training
● Wine & spirit Knowledge
● Spirit of initiative
● Budgeting Management
● Suppliers Management
● Payroll/P&L Management
Education

2007-2008: Holding a Scientific Bachelor from Mohamed V College in Casablanca, Morocco
2008-2010: Holding a double diploma in Hotel Management and Cabin Crew Management from “IFP” (Institute de Formation & Perfectionnement) in Casablanca, Morocco

Professional Training

● Essential & Intermediate Food Hygiene, from UAE municipalities ( recognized qualification)
● WSET Level 1 & 2 ( Grape expectations, MMI )
● HACCP Supervisory ( level 1,2,3) Boecker Group Dubai
● Managing People Performance ( While with Rotana Abu Dhabi & Burj al Arab, Jumeirah Group)
● Up selling and cross selling skills (Sofitel Downtown, Dubai )
● First aid certification (Sofitel, Jumeirah Group and Rotana)
● Bar and cocktails technical skills training (While with Sofitel , done by Gorgeous Group)
● Micros Management System
● How to create an “ultimate experience” ( while with Burj al Arab, Jumeirah Group )
● Basic Food and Beverage Training (while with Burj al Arab, Jumeirah Group )
● Achieved successfully all the levels of ‘ lobster ink ‘ the hospitality education system with high scores

Professional Experience

• From November 2018- Current: Assistant F&B Manager at COMO Maalifushi Maldives Resort 5 *
• Head of the Department, Reporting directly to Hotel Manager

.

• From March 2018 – November 2018: F&B Service Manager at Vakkaru maldives Resort 5 *
• Assistant department head, looking after 7 outlets including in-villa dining and destination dining with a team of 60 team members.
• Monitor the department’s actual and expected sales to ensure revenue goals are met or target exceeded and opportunities are identified and addressed.
• Involve in recruiting food & beverage leadership team members who demonstrate strong food & beverage background, creativity and entrepreneurial leadership to meet the business needs of the operation.
• Coaches food & beverage leadership team to effectively manage wages, food & beverage cost and manageable expenditures.
• Provides services that are above and beyond for Guests satisfaction and problem resolution.
• Reviews results from comment cards and guest satisfaction with the team and provide suitable corrective action is taken.
• From March 2017 till March 2018 : F&B Outlets Manager at the Rixos Bab Al Bahr (ACCOR), Ras Al Khayma UAE (650 rooms) 5*
• Managing 6 outlets with a team of 97 team members, 10 supervisor and captain: 5 a la carte restaurants + all day dining, the buffet restaurant has a capacity of 650 seats, average cover per operation is 2000 and average cover per day is 6000 covers (Ultra all inclusive concept)
• In charge of all banqueting functions (weddings, meetings, trainings…)
• Preparing all outlets schedule, plans, directs and coordinates the service delivery system of all restaurants to meet and exceed guest expectations through service excellence.
• Reviews and analyses monthly and daily result, highlight problem areas and takes appropriate actions.
• Conduct routine and spot inspections of all areas of the restaurants, to maintain hygiene standards and practices
• Attending to daily briefing with GM and HOD’S
• Assisting F&B director to achieve the financial targets and to maintain high score of guest satisfaction
• Conducting monthly communication meeting and daily briefing with all outlets in-charge
• Prepared and implement SOP”S for all restaurants (that was sent to RIXOS head office and approved that will be the F&B company standards)
• Following up the online reviews and preparing action plan to maintain high score on tripadvisor,bookin.com…ect
• Conducting interviews for outlets in-charge and line staff
• Monitor restaurants daily F&B coast and control coast expenses too
• Menu engineering
• P&L critique comments & figure input explanation
• Supervisors training and coaching
• Approving the FMC on daily basis
• Staff appraisals, employees vocation plan
• Guest satisfaction survey ( investigate, action plan, explanation, improvement)
• Coordinating with sales department & head chef in regards to promotional plans
• Working and coordinating with other departments like FO,HK,GR,HR, entertainment, Engineering and kitchen to make sure to provide high quality of service and exceed guest expectations

• From May 2015 till March 2017: F&B Restaurants Manager Pre-opening team at the Adagio Premium hotel (Accor) , Doha – Qatar 5*

➢ Reporting to the General Manager.
• -Responsible for 3 outlets (Lebanese fine dining Restaurant, in room Dining, Lobby Lounge)
• -in charge and HOD of all F&B operation including banqueting and special occasions
• -Lead F&B team (kitchen & service) by attracting, recruiting, training and appraising talented personnel
• -Maintain all the HACCAP practices in all levels (with continues trainings and a good follow-up)
• -Fully responsible for the P&L.
• -Ordering all the necessary equipment for all the outlets, receiving, maintain a proper storage
• -Establish targets, KPI’s, schedules, policies and procedures
• -Report on management regarding sales results and productivity on a daily basis
• -Approves all F&B requisition so as to ensure that they are prepared properly and placed in a proper and timely manner in compliance with company’s instructions.
o Accurately forecast business demands to ensure efficient staffing and food productions
• -Awareness of all IT issues and taken actions in the right time for a smooth operation.
o Maintain a good communication between FOH and BOH team members and all the hotel department too.
• -Responsible for the overall implements, sanitation requirement, consumptions, costs, qualities, menus, special parties and others.
• -Ensure that all the outlets are organized, performed their duties and maintain their areas and equipment in a manner in compliance with the company policies and instructions as directed by the GM.

● From April 2014 till Mai 2015 : F&B Supervisor Pre-opening team at the Steak House Restaurant in Sofitel Downtown Hotel, (Accor) Dubai – UAE 5*

• -Supervise Food & Beverage Outlet operations
• -Assist with “mise en place” through distribution of tasks and to ensure the monitoring and completion of tasks is done properly and in time allocated.
• -Ensure the refurbishment of any Supply shortages by coordinating and order timely from the suppliers
• -Be fully acknowledgeable and promote all services offered in the Hotel.
• -Take responsibility for service in the area of the Restaurant under my responsibility during my shift.
• -Communicate and delegate tasks to the team
• -Assist F&B management with achieving financial targets
• -Assist F&B management with training and development of team members
• -Assist with annual and mid-year appraisals with team members under your responsibility
• -Ensure that service is at all times performed in a professional manner following standards set.
• -Ensure that the billing procedure is thorough, correct and signed at completion of each operation
• -Comply with Hotel’s Fire Safety Procedures and Health & Safety regulations

● From Oct 2012 till Apr 2014 : Restaurant Team Leader in a “Signature Fine Dining Restaurant” Al Muntaha, Burj al Arab Hotel,(JUMEIRAH) Dubai – UAE 7*

-Operational Responsibilities
o In charge of operations by overseeing inventory levels of ingredients, packaging supplies and other essential items such as cleaning materials.
-Personnel Responsibilities
o Excel on understanding the strengths and weaknesses of each employee, and drawing on each Staff’s skills as a situation warrants. For example, serving a VIP table requires finesse, while handling a long line of customers waiting to eat requires speed and focus.
o Ensure the staff management (attendance, appraisal, grievance, payroll….)
-Customer Service Responsibilities
o Take ultimate responsibility for addressing customers' needs and concerns. When a party makes a special request, such as a special item to celebrate a special occasion, or a request to accommodate a food allergy, the team leader must be aware of these situations and ensure that these needs are met.
o Responsible for making amends to unsatisfied customers, listening to their feedback, correcting problems, and offering refunds or free menu items as compensation.
o Anticipate Members’ needs and ensure that service meets/exceeds expectations to ensure a memorable and pleasant dining experience.
- Financial Responsibilities
o Responsible for financial accounting at the end of each shift. This involves counting and reconciling register totals, and preparing sums for deposit.

● From Oct 2011 till Aug 2012: Restaurant Captain in a ‘Fine Dining Restaurant” at Khalidiya Palace Rayhaan by Rotana, Abu Dhabi - UAE. 5*

• -Ensure that at all times all the restaurant areas and facilities are ready for operation and access by customers and maintained in a clean, tidy and hygienic state
• -Ensure all equipment is maintained in sound / safe working order.
• -Develop action plans for the team to follow.
• -Manage and develop individuals on a day to day basis.
• -Focus on the customer and find ways to meet their needs and expectations.
• -Highlight any problems and present the Restaurant Manager with a number of options for its solution.

● From June 2010 till Oct 2011 : Restaurant Supervisor Pre-opening team in a ‘Fine Dining Restaurant” at Sofitel Mogador Golf & Spa(Accor), Essaouira, Morocco 5*

• -Receive and greets members and guests; assist with seating.
• -Check tables throughout service times for Member satisfaction, resolve Member/guest complaints.
• -In absence of Restaurant Manager may serve as Manager on Duty (MOD) and handle opening or closing procedures.
• -Ensure side work is completed every day and dining room supplies are stocked.
• -Review daily specials, stations and other applicable announcements.
• -Train new-hires in service standards, menu items, using the Hotels group standards.
• -Assist with banquet room set up and break down.
• -Coordinates food service between kitchen and service staff.
• -Review daily and weekly functions with the Restaurant Manager.
• -Lead to achieve desired results in high quality service and experience for the Hotel Guests.

Assignments within the group Accor
● Worked as a task force in Sofitel Rabat, Sofitel Marrakech, and Sofitel Essaouira Medina.
● Ensured temporary during 1 month the Restaurant Manager full responsibilities while he was in vacation.

Internships

● One Month in 2009 : Captain at Sultana Concept restaurant, Casablanca.- Morocco
- Performs standards of performance as detailed in the restaurant operations manual to ensure efficient operation of the outlet in accordance with the restaurant policy.
- Ensure that guest needs and expectation are met by providing efficient and professional service.
● Two Months in 2009: VIP Guest Service Trainee at the VIP Lounge of the National Airport Office, Casablanca - Morocco
- Greet passengers and process their entrance to the Lounge
- Follow certain admission instructions and enter information on the computer
- Serve specialty coffees, finger food and alcoholic drinks
• Five Months in 2009: Bartender at Kasbar Restaurant & Lounge, Casablanca - Morocco
- Prepare cocktails and serve drinks.
- Collect payment and operate a cash register.
● Six months in 2008: Banquet Waiter at Val d’Anfa Hotel, Casablanca - Morocco
- Stock service areas with supplies such as coffee, food, tableware, and linens.
- Clean tables or counters after patrons have finished dining.
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff.

Competencies

● Languages :

- Arabic : mother tongue
- French : fluent
- English : fluent
- Spanish : basic notions

● IT Knowledge :

- Proficient user of MS office applications : World , Excel and Power point
-​Advanced practice of MICROS system
-​Advanced practice ADACCO system
-​Advanced practice of OPERA system