ABI MANAR

Experience

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  British Transport Police

  Jan 2005 - Jan 2008

  Special Police Constable

  Give back to the community.Provide support and assistance to regular officers in the delivery of high visibility policing within an Area. Respond appropriately to all calls for assistance, investigating the circumstances, calling for and coordinating specialist assistance when required to resolve incidents as appropriate.Participate in intelligence led pro-active policing, including Special Constabulary initiatives and special events, as duty commitments allow.

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  Eurostar

  May 2005 - Oct 2009

  Terminal Operations Supervisor

  Deliver excellent customer Service to Eurostar customers. Ensure a smooth and safe flow of passenger passage through their check-in process and correct procedures are applied during delays and disruption.Take control and exercise leadership. Initiate action, give direction and take responsibility.Oversee day to day staff performance, offer constructive feedback and coaching when required.

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  Eurostar

  Jun 2013 - Jan 2020

  • Manage the operational delivery at St Pancras International on a day to day basis, leading a team and ensuring excellent customer service delivery and correct queue management procedures are applied during peak time. • Take the lead in implementing service disruptions and recovery procedures when operational difficulty occurs.• Communicate, provide support and work with all terminal teams to facilitate a smooth flow of customers throughout the terminal, ensuring key KPIs are achieved.• Ensure that all customer queries are resolved efficiently and promptly, putting the customer at the heart of every decision I made.• Deploy resources effectively and in a flexible manner to meet customer demand.• Role model the Eurostar Service Personality and embed the Eurostar Brand Value throughout the terminal teams to drive the achievement of exceptional service behaviour.• Conduct staff daily briefings to ensure that the team is kept up to date with operational issues related to their shift, with procedural changes and customer service initiatives.• Lead the VIP service to ensure an exceptional experience is consistently delivered.• Ensure a strong working relationship and engage with all key stakeholders in the effective management of station operations to ensure consistent service delivery. Show less • Leading and line managing the performance of the customer service team, providing an excellent front-line customer service delivery that focuses on producing positive outputs.• Provide day to day support to the team, ensuring the customer is at the heart of every decision and action we take to make sure that we deliver exceptional customer service. • Drive employee engagement and ensure staff are motivated to delivering excellence in their role whilst ensuring key KPIs are achieved. • Identify areas that staff needs to improve on, develop and implement plans that challenges them to exceed customer satisfaction goals and achieve performance enhancement.• Creatively apply tools and techniques to help staff understand their role better which may include one-to-one training or coaching to achieve full potential.• Role model the Eurostar Service Personality at all times along with embedding the Eurostar Brand Values throughout the terminal teams. • Able to effectively plan and prioritise effectively and under pressure.• Work closely with the Terminal Duty Manager teams (including deputising for them as required Show less

  • Terminal Shift Leader

    Sept 2018 - Jan 2020

  • Customer Service Team Leader

    Jun 2013 - Aug 2018
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  Carluccio's

  Dec 2021 - Jun 2022

  Assistant General Manager

  Carluccio's, a brand with strong Italian heritage, born through Antonio Carluccio’s love of fresh, authentic & regional Italian food.Maintaining the restaurant’s revenue, profitability, quality goals and ensuring we deliver food and customer service of high standards.Look for opportunities to keep improving the business to deliver exceptional results both for the guest's experience and for financial performanceCoordinate daily FOH and BOH restaurant operations.Deliver a five star quality of service and maximise the customer satisfaction/experience.Respond efficiently and accurately to customer complaints.Lead by example with energy and enthusiasm delivering our aims and company values.Help recruit, train and develop new members of the team.Organise and manage rotas.Oversee regular stock counts.Continue the smooth running of the restaurant both operationally and planned/reactive maintenance.Ensure we’re compliant with all legal and safety responsibilities within the restaurant Show less

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  Comptoir Group

  Jun 2022 - Nov 2022

  Deputy General Manager

  Manage and oversee the entire restaurant operationDeliver excellent guest experiences and maintain loyalty. Ensure guests' satisfactionParticipate at local food events Respond efficiently to customer queries and deal with customer complaints efficiently. Organise and plan shift ahead. Manage and lead FOH and BOH staffRecruit new employeesTrain and evaluate staff performanceEstimate consumption, forecast requirements and maintain inventoryManage restaurant stockControl costs and minimise wasteNurture a positive working environment dailyMonitor operations and initiate corrective actionsImplement innovative strategies to improve productivity and sales Show less

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  Croydon Health Services NHS Trust

  Nov 2022 - now

  Deputy Catering Manager

  Promote a healthy and safe working environment in accordance with Health & Safety Legislation and that the procedures and systems within the catering department meet all statutory requirements.Manage all supervisor staff in the Catering department to ensure that the team meets their set objectives and that staff have excellent opportunities for fulfilling their potential through development. Ensure that effective structures and professional and occupational skills are in place. Ensure all staff have completed their statutory and mandatory training for the Trust and any training related to being a food handler as per the Trust Policy. Ensure that staff understand their objectives and performance expectations, monitoring capability and taking remedial action when required. Motivates and develop staff and co-ordinate training requirements of the team in line with the objectives of any staff development initiatives.Conduct sickness and performance meeting as per the Trust policy.Promotes and co-ordinates special events and functions in the RestaurantsCollate customer feedback and personal ideas regarding quality of service and customer satisfaction and take positive steps to improve standards. Show less