Ezreen Mariam Binti Kamarul Afzuan
Restaurant Manager
Ampang Jaya,Selangor
Summary
Skilled in planning and operations management. Background running successful business operations with knowledge of budgeting, staffing and marketing. Accomplished in driving customer and revenue growth with proactive strategies and daily management. To obtain a challenging and responsible position where I can contribute the best of my skill and effort for the growth of the company.
Overview
11
11
years of professional experience
Work History
Outlet Manager
The Mesh & Grab & Go Restaurant by Four Points by SheratonKL
03.2024 - 05.2025
- Maintaining safety & food quality standards.
- Keeping customers happy, getting their feedback on the experience and handling complaints.
- Organizing schedules, keeping track of employees hours and recording payroll data.
- Controlling operational costs and identifying ways to cut waste.
- Supervising daily shift operations, including front – back of the house restaurant operation.
- Appraising staff performance and disciplining or retraining employees to correct poor performance.
- Driving restaurant revenues to achieve budget.
- Manage and keep up smooth restaurant operations.
- Write daily budget reports on both revenue and costs.
- Organize and take stock of restaurant supplies.
- Maintain weekly and monthly payroll for staff.
Assistant Manager
Evolution Restaurant (All Day Dining), IRD, Minibar by Renaissance Hotel KL & Convention Centre & Four Points by Sheraton KL
06.2023 - 02.2024
- Handled IRD for both property - Renaissance KL with 416 room & Four Point by Sheraton with 516 room.
- Oversee all aspects of the daily operation of the hotel’s Room Service operation.
- Developed and maintained staff to provide hospitable, professional service while adhering to policies and business initiatives.
- Monitor and test service skills of staff, retrain and reinforce all standards on food and quality and service details daily.
- Provide feedback and appraisals as necessary.
- Optimised profits by controlling food, beverage and labour costs daily.
- Assist in the development of marketing initiatives, menu items, and other items to stimulate growth in sales for each outlet and a variety of latest market developments.
- Set up reservation system for F&B department in terms of contract, liaising with the person in charge and conducting the training for pre-opening team.
- Pre-Opening team for Renaissance Hotel KL & Convention Centre & Four Points by Sheraton KL.
Assistant Manager
Horizon Grill Restaurant (Speciality Restaurant) by Banyan Tree Hotel KL
04.2022 - 05.2023
- Handled payroll, to budgets and expenses, storing all data on system for organisation purposes.
- Communicated with employees to obtain a better understanding of improvements required and successes.
- Developed and maintained staff to provide hospitable, professional service while adhering to policies and business initiatives.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Conducted daily pre-shift and weekly departmental meetings to maximise organisational efficiency.
- Handled escalated customer complaints to provide full resolutions and promote loyalty.
- Successful ownership of team rota scheduling responsibility.
Outlet Supervisor
Horizon Grill Restaurant (Speciality Restaurant) by Banyan Tree Hotel KL
10.2020 - 03.2022
- Established positive relationships with guests and employees, creating positive, energetic environment.
- Maintained excellent working relationships by providing extra coaching, training and support to struggling individuals.
- Acted as the point of contact between head office and employees, ensuring all messages were passed and received when required.
- Ensured employees stayed in line when company best practices and safety regulations by continuously monitoring operations.
- Developed professional relations with company employees of organisation to enhance trust and reliability.
- Trained staff in till management practices including reviewing and reconciling daily transactions.
- Drafted and submitted reports to inform management regarding performance of employees.
- Organizing workflow and ensuring that employees understand their duties or delegated tasks.
- Resolving customer complaints in a professional manner.
Hostess
Horizon Grill Restaurant (Speciality Restaurant) by Banyan Tree Hotel KL
10.2018 - 09.2020
- Managed waiting list and communicated information to guests about availability of tables, providing exceptional customer service.
- Handled customer complaints politely and professionally, escalating complex complaints to managers for assistance.
- Coached and developed junior staff members, leading by example to maintain first-class service.
- Conducted general administration duties by taking reservations, responding to email enquiries and answering external calls.
- Assisted in training new team members in restaurant corporate policies and procedures to guarantee consistent customer service.
- Pre-Opening team for Banyan Tree Hotel KL & Pavillion Managed by Banyan Tree Hotels.
Captain
Tamarind Spring Restaurant
05.2016 - 08.2018
- Mentored junior officers in navigation & handling procedures to improve their proficiency.
- Maintained strong leadership skills with effective delegation of responsibilities.
- Strengthened teamwork amongst team to increase operational efficiency.
- Establishes rapport with guests to build guest loyalty and gather constructive feedback to ensure satisfaction of every individual guest.
- Conducts monthly inventory checks on all operating equipment and supplies.
Waitress, Hostess and Cashier
Tamarind Spring Restaurant
01.2014 - 04.2016
- Responsible to provide an excellent and consistent level of service to my guest and also responsible to serve food and beverages to guest in the assigned work places.
- Provide a courteous, professional, service to maximize guest satisfaction.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Ensured smooth restaurant operation by effectively managing reservations system.
Education
Sijil Pelajaran Malaysia (SPM) -
SMK Bukit Indah
Skills
- Microsoft Outlook
Languages
English
Malay
Personal Information
- Gender: Female
- Nationality: Malaysian
Attributes
- Positive professional attitude, committed to excellence
- Excellent communication and presentational skills
- Ability to work independently and as part of a team
- Ability to interact with people of diverse cultures and backgrounds
- Possess project management skills and experiences
- Willing to work towards targets and goals set by the organization
- Willing to work in a team with positive and enthusiastic attitude
- Willing to learn new skills and knowledge with great passion
- Willing to accept and adapt to changes and undertake new challenges
- Demonstrated team leader with excellent staff management skills
Accomplishments
Pre-Opening for 4 Hotels (Banyan Tree KL, Pavillion Managed By Banyan Tree KL, Rennaissance KL & Four Points by Sheraton Hotel KL)
Certified Buttler
Certified Marriott CDT
Certified Halal Competency & Fundamentals
Associate of the Month December 2019
Team of the 3rd Quarter Award 2024
Timeline
Outlet Manager
The Mesh & Grab & Go Restaurant by Four Points by SheratonKL
03.2024 - 05.2025
Assistant Manager
Evolution Restaurant (All Day Dining), IRD, Minibar by Renaissance Hotel KL & Convention Centre & Four Points by Sheraton KL
06.2023 - 02.2024
Assistant Manager
Horizon Grill Restaurant (Speciality Restaurant) by Banyan Tree Hotel KL
04.2022 - 05.2023
Outlet Supervisor
Horizon Grill Restaurant (Speciality Restaurant) by Banyan Tree Hotel KL
10.2020 - 03.2022
Hostess
Horizon Grill Restaurant (Speciality Restaurant) by Banyan Tree Hotel KL
10.2018 - 09.2020
Captain
Tamarind Spring Restaurant
05.2016 - 08.2018
Waitress, Hostess and Cashier
Tamarind Spring Restaurant
01.2014 - 04.2016
Sijil Pelajaran Malaysia (SPM) -
SMK Bukit Indah
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