Mwajuma Shisia Mulama
AREA MANAGER
Summary
Results-driven and strategic hospitality professional with over a decade of experience in restaurant operations, customer service, and team leadership. I have a proven ability to manage multi-unit locations, optimize sales performance, and enhance guest satisfaction. I am also adept at driving profitability, developing staff, and implementing cost-effective solutions to streamline operations. A transformational leader with a track record of mentoring and empowering teams to exceed business objectives. I am passionate about delivering exceptional customer experiences while maintaining high standards of quality, hygiene, and compliance. Seeking a role to enhance expertise in operational excellence, business development, and leadership to drive organizational success.
Overview
11
11
years of professional experience
2018
2018
years of post-secondary education
4
4
Certificates
Work History
Area Manager
Java House
01.2024 - Current
- 2 of my stores were recognized as the top-performing locations in sales for the entire financial year.
- One of my stores achieved the highest retail sales performance for the financial year.
- Manage 10 java stores.
- Set sales budgets for the stores and together with the team come up with ideas on how to meet sales.
- Ensure a high standard of guest satisfaction and handle complaints professionally.
- Train staff to provide excellent customer service.
- Conduct bi-monthly meetings.
- Ensure set Ebidta for the stores is achieved.
- Monitor the store's performance on customer service/ cost of sales/sales/margins.
- Interact with guests to know what their preferences are.
- Implement ideas on how to meet our set objectives.
- Develop and manage budgets, control costs, and maximize profitability.
- Ensure smooth daily operations.
- Maintain cleanliness, hygiene, and compliance with health and safety regulations.
- Foster a positive work environment and resolve employee conflicts.
Branch Manager
Java House
10.2018 - 01.2024
- Came up with the idea on giving targets on ticket size that increased L4L revenue.
- Through transformational leadership I have mentored and trained a number of collegues to the management position.
- Through training of the team we have been able to minimize guest concerns by 73% and those that arise are resolve immediately.
- Worked in some of the busiest branches in this capacity to streamline on all KPI.
- Came up with cost effective ways that have ensured restaurant profitability is at 33% which is above the budget.
- Represented the brand as a speaker at the Java foundation in 2023.
- Was among a team of 5 people who helped develop a software where all aggregator platforms were easily accessed in one tab for efficiency and cost effectiveness.
- Took responsibility for the business performance of the restaurant.
- Analyzed and planned restaurant sales levels and profitability.
- Prepared reports at the end of the month.
- Created and executed plans for department sales, profit and staff development.
- Set budgets and/or agree with the senior management.
- Coordinated the entire operation of the restaurant during scheduled shifts.
- Responded to customer complaints and give real-time solutions.
- Ensured that staff are motivated and working in the best environment there is.
- Trained, mentored and motivated staff.
- Maintained high standards of quality control, hygiene, and health and safety.
- Checked stock levels and order supplies.
- Prepared cash drawers and provide petty cash as required.
Assistant Branch Manager
Java House
10.2017 - 09.2018
- Involved myself with a lot of activities within the organization; being a judge in the 1st ever talent search, went for the 1st CSR at St. Teresa's.
- Through personalized service I got recognition from the General manager.
- Was privileged to do a presentation to a few members of the board on branch performance.
- Created in-house staff incentives for the colleagues who out-did themselves on a weekly and monthly basis that built healthy competition amongst colleagues that enabled KPIs achievement.
- Responsible for overseeing branch operations and ensuring a smooth workflow when the branch manager is unavailable, maintaining continuity and efficiency in daily activities.
- Quickly and effectively address customer concerns and providing satisfactory solutions as they arise, ensuring a high level of customer satisfaction.
- Collaborated with the branch manager to assist in the creation of budgets and targets for the team, helping to set clear objectives and direction for achieving branch goals.
- Ensured the cleanliness and tidiness of both the front and back house areas of the branch, creating a pleasant and hygienic environment for customers and staff.
Hostess
Java House
12.2016 - 09.2017
Steward
Java House
10.2015 - 11.2016
Waitress
Lilies Catering Services
02.2014 - 09.2015
Education
Diploma - Customer Service
East Africa Institute of Certified Studies
Diploma - Hospitality Management
Moi University
Kenya Certificate of Secondary Education - undefined
Shikunga High School
Skills
Leadership and Team Management
Strategic Planning and Execution
Operational Excellence
Customer Experience Management
Financial Management
Relationship building and management
Operations management
Controlling costs
Certification
LEADING WITH EMOTIONAL INTELLIGENCE MASTER CLASS
Affiliations
Available upon request.
Timeline
OCCUPATIONAL SAFETY AND HEALTH
08-2024
LEADING WITH EMOTIONAL INTELLIGENCE MASTER CLASS
07-2024
Area Manager
Java House
01.2024 - Current
CUSTOMER SERVICE TRAINING
11-2023
FOOD SAFETY MODULE 1& 2
01-2023
Branch Manager
Java House
10.2018 - 01.2024
Assistant Branch Manager
Java House
10.2017 - 09.2018
Hostess
Java House
12.2016 - 09.2017
Steward
Java House
10.2015 - 11.2016
Waitress
Lilies Catering Services
02.2014 - 09.2015
Diploma - Hospitality Management
Moi University
Kenya Certificate of Secondary Education - undefined
Shikunga High School
Diploma - Customer Service
East Africa Institute of Certified Studies
Hobbies And Interests
- Traveling
- Socializing
- Community Work
Trainings And Workshops
- 2024, Leading with emotional intelligence master class with PTS Africa
- 2024, Occupational safety and health with primatech management
- Food safety module 1.
- Food safety module 2.
- First Aid training.
- Leadership training (ongoing)
Awards
- Employee of the month.
- Through excellent customer service I was able to hold shifts as a manager.
Outdoors/ books
I love any activity outdoors especially interacting with nature.
A good book is always therapeutic.
Seminars And Conferences
- 10/01/23, Branch Manager's conference
- 01/01/23, Branch Manager's conference
Hobbies And Interests
- Traveling
- Socializing
- Community Work
Trainings And Workshops
- 2024, Leading with emotional intelligence master class with PTS Africa
- 2024, Occupational safety and health with primatech management
- Food safety module 1.
- Food safety module 2.
- First Aid training.
- Leadership training (ongoing)
Awards
- Employee of the month.
- Through excellent customer service I was able to hold shifts as a manager.
Outdoors/ books
I love any activity outdoors especially interacting with nature.
A good book is always therapeutic.