Chantal Ryan
Operations Manager
Johannesburg
Summary
Self-motivated professional with a proven track record in overseeing operations by planning and implementing strategic plans, outlining objectives, coordinating various projects, and preparing reports detailing progress. Adept at monitoring the performance of team members to identify training requirements. Expert in facilitating a diverse, inclusive, and collaborative working culture to improve productivity, efficiency, and quality. Skilled at conducting regular evaluations of current processes to ensure strict compliance with required service standards, regulatory procedures, and governing policies.
Overview
27
27
years of professional experience
Work History
Operations Manager
SOHONYC BEAUTY SALON & WAXING
11.2023 - 06.2024
- Enforce store professionalism and maintain open communication lines between management, employees and guests
- Keep the stores operating with maximum organisation and efficiency
- Handle personnel problems as they arise in stores
- Identify guest problems and complaints and create effective resolution plans
- Evaluate employees by creating performance reviews
- Aid in training of new employees
- Maintaining inventory and cost of all supplies monthly
- Maintaining an adequate amount of service supplies
- Interview prospective employees and work on hiring, dismissing & disciplinary action policies
- Setting up and organizing management & staff meetings
- Maintaining relationships with service providers
- Complete daily, weekly and monthly status reports inclusive of sales, employee, stock and guest reviews
- Support, enforce and promote the brand's policies
- Overseeing the brand's POS & data management system to ensure updated client profiles, inputting and maintaining current data
- Creating customer rewards programs
- Ensuring the brand's service offering is current by promoting and utilizing the latest trends in nail, waxing, massage services and other beauty treatments
- Keeping the brand's high quality, and international standards ahead of local industry
- Creating a strong 'team and family' environment amongst staff to enforce and promote a gratuitous culture
- Overseeing and ensuring the security of stores' equipment and CCTV systems
- Manage teams and ensure growth and consistency of the brand
- Ensure and promote the highest level of customer satisfaction by creating and executing reward & recognition programs as well as unique instore customer appreciation events & promo programs
- Prepare and help staff and management exceed sales and product and service targets
- Provide constant innovation to ensure growth and maintain the brand as No
- 1 in SA SALES
- Assist the store managers and support the teams to achieve and maximize sales learn, evaluate and suggest new technology to increase the quality and efficiency of business performance
- Working to ensure that the brand maintains the highest levels of service and delivers on SAESTA (Smile, Acknowledge, Education, Sell, Talk, and Appreciate)
- Ensure that all staff has accurate & proficient product knowledge
- Assist in the development of a passionate and caring service culture
- Promoting and enforcing the brands; caring service
- Promoting and enforcing the brand's; 'There are no's at SOHO' culture implements measures to ensure that our customer service offering exceeds our goals
- Ensure staff has an up-to-date understanding of all Health and Safety requirements to protect the brand's offering & good standing
- Maintain the highest standard of cleanliness, neatness, and organization in all facets of store operations in front and back of house as well as of the staff
- Leading staff to achieve results by planning, and executing projects and tasks
- Build upon the diverse experience, knowledge, and skills of individuals to support the brand's values & culture as well as sales goals
- Encourage and assist in the development of employees
- Developing and improving the deliverables of staff
- Provide inspiration and develop goal plans for team members
Business Owner/ Director: Outbound Call Centre
EREGO (PTY) LTD
10.2022 - 11.2023
- Company Overview: Operated an outbound call centre for one of the major telecommunications companies within South Africa under the umbrella of The Foursquare Group
- My duties included everything operations, training, coaching, mentoring and pushing sales
- Operated an outbound call centre for one of the major telecommunications companies within South Africa under the umbrella of The Foursquare Group
National Operations Manager
Bidvest Prestige
07.2020 - 08.2021
- Oversaw end-to-end operations nationally to all sites to ensure the accomplishment of outlined business objectives
- Conducted regular site visits with clients to identify issues and find appropriate resolutions
- Coordinated in-depth evaluations of current processes to introduce a new operating model
- Monitored the performance of team members through coaching and cross-training
- Provided training to supervisors when required
- Liaised with senior management and executives regarding strategy execution
- Cultivated and maintained long-term professional relationships with colleagues, stakeholders, and other industry professionals
- Contract weekly calling schedule to sites
- Regular on-site visits
- Assess site/client needs and performance
- Develop client relationships with managers
- Setting & maintaining quality work standards as per the SLA
- Monitor complaints & follow up
- Recruitment of permanent and temporary staff
- Correct completion of staff contracts/leave/casual forms/pa forms/stock issues
- Maintaining discipline & standards on all sites
- Checking staff timekeeping, signing registers, uniforms, name tags and images
- Handling all staff matters
- Ensure staff adherence to company policy & procedures
- Assess staff & identify training needs
- Staff salaries and queries
- Check daily target sheets & control for all sites throughout the business
- Ensure that invoicing is correct
- Damages are reported and identified
- Discipline of staff if responsible for damages
- Ensure all equipment is in working condition
- Action any broken/damaged equipment, by requesting new equipment
- Ensure contracts have the correct monthly stock issued
- Delivery of stock when required
Contracts Manager
Bidvest Prestige (Marriott Hotel)
12.2019 - 06.2020
- Opened 389 key hotels from start to finish through strategic planning, organizational, problem-solving, and team management skills
- Secured promotion to National Operations Manager within the Bidvest Prestige Group
Rooms Division Manager
BrahmanHills Hotel
11.2019 - 12.2019
- Secured promotion to Rooms Division Manager Position after two weeks of employment as housemanager in the private residence of the Principal to his privately owned hotel
- Drove operational processes by implementing changes to improve service delivery of the hotel
House Manager
PRIVATE HOUSEHOLD
01.2019 - 11.2019
- Company Overview: Private household with 5 bedrooms and 5 bathrooms, jacuzzi, stables and a very large vegetable garden, 5 dogs
- Shopping for food and personal items for principals, menu planning, occasional cooking, serving food and beverage; managing the wine cellar and principal's wardrobe, planning events and sourcing caterers where necessary, managing laundry and dry-cleaning requirements
- Private household with 5 bedrooms and 5 bathrooms, jacuzzi, stables and a very large vegetable garden, 5 dogs
Executive Housekeeper/Assistant Palace Manager
Qatari Royal Family
09.2017 - 11.2018
- Company Overview: In a complex household where service was required at the highest standard
- I was entirely responsible for a housekeeping team of 15 staff rotating between 2 properties, including all training standards; managing rotas; maintenance schedules; and housekeeping checks; assisting principal with special projects (beach parties, storage, inventory, etc.) and including a major deep clean of one property after a total refurbishment
- Arranged regular deployment of teams to the second property when necessary
- I also took charge of the F&B service team in the absence of the palace manager, checking table and room set-ups where necessary for special events
- Worked closely with the palace manager to ensure smooth operations in Qatar-based properties and had a close liaison with nannies and other staff
- In a complex household where service was required at the highest standard
Executive Housekeeper
Senior member of the Saudi Arabian royal family
03.2017 - 09.2017
- In a palace with 28 rooms, and including 3 swimming pools, an extensive roof terrace and entertaining areas, and guest accommodation for 60 people, I was employed to lead a staff of 22 interior and exterior housekeepers, implementing new systems and operating procedures; rotas and vacations; training; performance evaluations; ordering stock; arranging clear down after events; inventory control for all F&B service items, linens, towels, toiletries, etc.; laundry control
- When I had been in the position for just three months, the palace manager left and I took over her duties for 3 months, overseeing grounds maintenance and landscaping, kitchens, butlers and transportation
- I was the first point of contact for family members and guests
- I also managed a smaller property that was effectively a medical facility for an elderly family member and where hygiene and housekeeping services were of the utmost importance
- The total staff in both properties was 102
House Manager/PA
West fallen Management
01.2016 - 02.2017
- Full management of household, estate and staff during a period of renovation and refurbishment, managing contractors, vendors and suppliers
- The staff complement was 3 housekeepers, a chef, one handyman, one gardener and 3 security staff, including implementation of standard operating procedures for all the staff in their different areas and all staff training
- Shopping for food and personal items for principals, menu planning, occasional cooking on the chef's day off, serving food and beverage; managing the wine cellar and principal's wardrobe, planning events and sourcing caterers where necessary, managing laundry and dry cleaning requirements
Private travelling butler/VIP flight attendant
Executive Jets
07.2012 - 02.2015
- Worked closely with the Principal as his private flight attendant flying all over the world with him
- Creating menus, ordering catering, table set up, serving and cleaning of the aircraft
- Ordering stock, linen and inventory control
- Personal shopping at times and providing PA duties when required
- Aircrafts: Global Express GLEX, Challenger 605, Gulfstream G50, Falcon
Cabin Services Manager
Velvet Sky Airlines
01.2011 - 02.2012
- Head of Cabin services for both Johannesburg and Durban base, crew complement of 55 flight attendants
Senior Flight Attendant
01.1997 - 01.2012
- Extensive experience as a flight attendant in all classes, including business and first-class experience with Qatar Airways, SAA, British Airways, Non-scheduled airlines, B727, B737, 200,300,400, B747, Airbus 300,319,320,340, MD
Education
Butler Certificate - undefined
Certificate - Operations Management
Certificate - Events Management
Diploma - Operations Manager
Skills
Operations Management
Project Management
Strategy Execution
Waste management
Cleaning, hygiene & pest control
Change Management
Customer Service
Quality Control
Canteen and catering management
Indoor plants & garden/landscape maintenance
Risk Assessment
Relationship Building
Business Communication
Staff management and subcontractors management
Career Experience
- SOHONYC BEAUTY SALON & WAXING, Sandton, South Africa, Operations Manager, 11/01/23, 06/30/24, Enforce store professionalism and maintain open communication lines between management, employees and guests., Keep the stores operating with maximum organisation and efficiency., Handle personnel problems as they arise in stores., Identify guest problems and complaints and create effective resolution plans., Evaluate employees by creating performance reviews., Aid in training of new employees., Maintaining inventory and cost of all supplies monthly., Interview prospective employees and work on hiring, dismissing & disciplinary action policies., Complete daily, weekly and monthly status reports inclusive of sales, employee, stock and guest reviews.
- EREGO (PTY) LTD, Johannesburg, South Africa, Business Owner/ Director: Outbound Call Centre, 10/01/22, 11/30/23, Operated an outbound call centre for one of the major telecommunications companies within South Africa.
- Bidvest Prestige, Elandsfontein, South Africa, National Operations Manager, 07/01/20, 08/31/21, Oversaw end-to-end operations nationally to all sites., Conducted regular site visits with clients to identify issues and find appropriate resolutions.
- Bidvest Prestige (Marriott Hotel), Melrose Arch, South Africa, Contracts Manager, 12/01/19, 06/30/20, Opened 389 key hotels from start to finish through strategic planning.
- PRIVATE HOUSEHOLD, Midlands Meaner/KZ, South Africa, House Manager, 01/01/19, 11/30/19, Shopping for food and personal items for principals., Menu planning, occasional cooking, serving food and beverage.
- BrahmanHills Hotel, Midlands, South Africa, Rooms Division Manager, 11/01/19, 12/31/19, Drove operational processes by implementing changes to improve service delivery of the hotel.
- Qatari Royal Family, Doha, Qatar, Executive Housekeeper/Assistant Palace Manager, 09/01/17, 11/30/18, Responsible for a housekeeping team of 15 staff., Managed rotas; maintenance schedules; and housekeeping checks.
- Senior member of the Saudi Arabian royal family, Jeddah, KSA, Executive Housekeeper, 03/01/17, 09/30/17, Led a staff of 22 interior and exterior housekeepers.
- West fallen Management, Cape Town, South Africa, House Manager/PA, 01/01/16, 02/28/17, Full management of household, estate and staff during a period of renovation.
- Executive Jets, Lagos, Nigeria, Private travelling butler/VIP flight attendant, 07/01/12, 02/28/15, Worked closely with the Principal as his private flight attendant.
- Velvet Sky Airlines, Johannesburg, South Africa, Cabin Services Manager, 01/01/11, 02/28/12, Head of Cabin services for both Johannesburg and Durban base.
- Various Airlines, Senior Flight Attendant, 01/01/97, 12/31/12, Extensive experience as a flight attendant in all classes.
Timeline
Operations Manager - SOHONYC BEAUTY SALON & WAXING
11.2023 - 06.2024
Business Owner/ Director: Outbound Call Centre - EREGO (PTY) LTD
10.2022 - 11.2023
National Operations Manager - Bidvest Prestige
07.2020 - 08.2021
Contracts Manager - Bidvest Prestige (Marriott Hotel)
12.2019 - 06.2020
Rooms Division Manager - BrahmanHills Hotel
11.2019 - 12.2019
House Manager - PRIVATE HOUSEHOLD
01.2019 - 11.2019
Executive Housekeeper/Assistant Palace Manager - Qatari Royal Family
09.2017 - 11.2018
Executive Housekeeper - Senior member of the Saudi Arabian royal family
03.2017 - 09.2017
House Manager/PA - West fallen Management
01.2016 - 02.2017
Private travelling butler/VIP flight attendant - Executive Jets
07.2012 - 02.2015
Cabin Services Manager - Velvet Sky Airlines
01.2011 - 02.2012
Senior Flight Attendant -
01.1997 - 01.2012
The South African Butler Institution - Butler Certificate,
University of Cape Town - Certificate, Operations Management
University of Cape Town - Certificate, Events Management
Alison - Diploma, Operations Manager