Hi, I’m
Phillipa Zenios
Cape Town
Summary
National Operations and Training Manager with a commitment to high standards of customer service, performance and integrity. Focused on customer needs and anticipates requests to develop first-rate experiences for customers and employees. Dedicated and reliable with an organized, proactive and problem-solving nature. Proven skills in training and building successful teams, with fundamental knowledge of labour regulations. Able to develop different skill levels of varying staff and manage operations within budget constraints. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with a demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
years of professional experience
1
Certification
Work History
Col'Cacchio HoldingsCape Town
Operations and Training Manager
01.2017 - 10.2017
Job overview
- Responsible for all field service managers, junior training managers and trainers.
- Responsible for annual KPA’s and KPI’s for both operations and training departments.
- Responsible for all aspects of operations, training and business monthly scorecards.
- Creating training and operations handover manuals and checklists for
franchisees in new and existing stores. - Training on new products and recipes.
- Scheduling of all team members.
- Franchisee relations.
- National operational annual store audits.
- Budgeting of operations and training departments.
- Managing and scheduling mystery diners.
- Writing and updating recipes, kitchen cheat sheets, newsletters and all other operational and training requirements.
- Opening new and rebranding of existing franchises.
Col'Cacchio HoldingsGauteng
Operations Department Field Service Manager
05.2013 - 12.2016
Job overview
- Auditing
- Reporting
- Administration
- Quality control
- Food cost control
- Customer queries
- Managing relationships between franchisor and franchisees.
- Complaints and compliments
- Mystery diner reporting
- Franchisee issue resolution
- Turnkey set up of sit down and take away restaurants
- Training of franchisees, management, waiters, all departments of kitchen team members.
- Staff recruitment, conflict resolution and disciplinary hearings.
Maintaining brand values, ethics, and standards. - Continuous practical training in store.
Self-employed - Vovo Telo FranchiseGqeberha
Owner/Operator
06.2011 - 04.2013
Job overview
- Overseeing restaurant operations
- Managing staff and finances
- Staff hiring, training and management
- Ensuring customer satisfaction
- Compliance with health, safety and labour regulations
- Make decisions regarding menu development and pricing
- Handle customer complaints and negative reviews
- Attend industry events and conferences to stay up-to-date on trends
- Network with other restaurant owners and professionals
- Adapt to changing economic conditions and market trends
Vovo TeloGqeberha
General Manager
09.2007 - 06.2011
Bay PilatesGqeberha
Pilates Instructor
06.2003 - 12.2009
Education
Stott PilatesCanada
Pilates Instructor from Advanced Level 1-3
2014
Collegiate Girls High SchoolGqueberha, South Africa
High School Diploma from General Studies
12.2001
Skills
- Food services management
- Food quality and cost control
- Personnel evaluations
- Team building and people development
- Planning and coordination
- Organization
- MS Office
- Sales experience
- Communications
- Customer service
- High-energy attitude
- Team player mentality
- POS system operation
- Superb time management
Certification
Franchise Direction Courses:
- Financial Management
- Effective Field Visits Course
PILOT
GAAP
Timeline
Operations and Training Manager
Col'Cacchio Holdings
01.2017 - 10.2017
Operations Department Field Service Manager
Col'Cacchio Holdings
05.2013 - 12.2016
Owner/Operator
Self-employed - Vovo Telo Franchise
06.2011 - 04.2013
General Manager
Vovo Telo
09.2007 - 06.2011
Pilates Instructor
Bay Pilates
06.2003 - 12.2009
Stott Pilates
Pilates Instructor from Advanced Level 1-3
Collegiate Girls High School
High School Diploma from General Studies
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