Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Hobbies And Interests
Trainings And Workshops
Awards
Outdoors/ books
Seminars And Conferences
Hobbies And Interests
Trainings And Workshops
Awards
Outdoors/ books
Generic

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

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.

Similar Profiles

CREATE PROFILE
Mwajuma Shisia MulamaAREA MANAGER