Summary
Overview
Work History
Education
Skills
Travelling
Timeline
AdministrativeAssistant
Nurlaili Binti Ismail

Nurlaili Binti Ismail

F&B Store Manager
Kajang

Summary

Dynamic Store Manager with extensive experience at Berjaya Starbucks Coffee Sdn Bhd, excelling in customer service management and team development. Proven track record in enhancing sales performance through effective merchandising strategies and employee training, fostering a culture of excellence and operational efficiency. Skilled in inventory management and conflict resolution, driving customer loyalty and satisfaction.

Overview

28
28
years of professional experience
1
1
Language

Work History

Store Manager

Berjaya Starbucks Coffee Sdn Bhd
10.2019 - Current
  • Oversaw daily operations of store, ensuring compliance with company policies and procedures to maintain high standards of service and product quality.
  • Managed inventory levels, conducting regular audits and coordinating with suppliers to ensure timely restocking of products.
  • Trained new staff on operational procedures, customer service excellence, and product knowledge to enhance team performance and efficiency.
  • Implemented promotional campaigns and merchandising strategies that increased customer engagement and improved sales performance during peak period.
  • Resolved customer complaints effectively by training staff in conflict resolution techniques, which fostered a positive shopping experience and customer loyalty.
  • Led team meetings focused on performance improvement strategies, encouraging feedback from staff to enhance workplace culture and service delivery.
  • Monitored food safety practices, conducted regular inspections, and ensured adherence to health regulations to provide a safe environment for customers and employees.
  • Developed staff schedules, optimizing workforce deployment based on sales forecasts and peak hours to improve operational efficiency.
  • Assisted with hiring, training and mentoring new staff members.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

F&B Manager

Puncak Niaga Sdn Bhd
04.2010 - 03.2019
  • Managed daily operations of food and beverage services, ensuring compliance with health and safety standards.
  • Developed and implemented training programs for new staff, enhancing service quality and operational efficiency.
  • Oversaw inventory management systems to maintain optimal stock levels, reducing waste and ensuring product availability.
  • Coordinated event planning and execution, collaborating with kitchen staff to create tailored menus for special occasions.
  • Scheduled staff shifts effectively to align with peak service times, optimizing labor costs while maintaining service excellence.
  • Led regular team meetings to foster communication, address challenges, and promote a culture of continuous improvement in service delivery.
  • Managed financial aspects of the F&B department, ensuring budget compliance and profitability.
  • Ensured a safe working environment by enforcing strict adherence to health, safety, and sanitation regulations.
  • Oversaw all aspects of event planning, including menu creation, staffing, setup, and teardown for successful execution.
  • Maintained highest standards for beverage quality and service.
  • Coordinated with catering staff to deliver food services for special events and functions.
  • Accountable for corporate event especially in F&B department

Store Manager

Starbucks Coffee Sdn Bhd
08.2002 - 03.2010
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Completed point of sale opening and closing procedures.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
  • Trained new staff on operational procedures, customer service excellence, and product knowledge to enhance team performance and efficiency.
  • Monitored food safety practices, conducted regular inspections, and ensured adherence to health regulations to provide a safe environment for customers and employees.

Assistant Store Manager

Starbucks Coffee Company Sdn Bhd
01.2001 - 07.2002
  • Assisted in managing daily store operations, ensuring adherence to company policies and procedures while fostering a positive shopping environment.
  • Scheduled shifts for staff, optimizing coverage during peak hours to enhance customer service and operational efficiency.
  • Trained new staff on sales techniques and customer service standards, contributing to improved team performance and customer satisfaction.
  • Monitored inventory levels, conducting regular audits to maintain stock accuracy and prevent shortages or overstock situations.
  • Coaching partner , being a role model, assist Store Manager in ordering, schedulling, customer complaint
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

Full Time Barista

Starbucks Coffee Sdn Bhd
05.1997 - 12.2000
  • Prepared and served high-quality coffee beverages, ensuring consistency in taste and presentation to enhance customer satisfaction.
  • Managed daily inventory, monitored stock levels, and placed orders for coffee beans and supplies to maintain operational efficiency.
  • Trained new staff on espresso machine operation, beverage preparation techniques, and customer service standards to uphold quality service.
  • Implemented efficient workflow processes during peak hours, improving speed of service and reducing customer wait times.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Controlled line and crowd with quick, efficient service.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
  • Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
  • Conduct a coffee tasting activity and demure the knowledge to others
  • Processed customer transactions efficiently, ensuring accuracy in cash handling and minimizing discrepancies.
  • Maintained thorough knowledge of product offerings to assist customers with inquiries and promote upselling opportunities.
  • Promoted upselling techniques among baristas for increased sales of food items and specialty drinks.
  • Promoted additional items with beverages, increasing store sales.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency.

Education

Engineering

Uitm
Shah Alam
03-1997

PRE Science

Uitm Jengka
Pahang
04.2001 -

High School Diploma -

Sekolah Menengah Aminuddin Baki
Kuala Lumpur
04.2001 -

Skills

Customer service management

Travelling

Like to travel with buddies and explore the culture and people

Timeline

Store Manager

Berjaya Starbucks Coffee Sdn Bhd
10.2019 - Current

F&B Manager

Puncak Niaga Sdn Bhd
04.2010 - 03.2019

Store Manager

Starbucks Coffee Sdn Bhd
08.2002 - 03.2010

PRE Science

Uitm Jengka
04.2001 -

High School Diploma -

Sekolah Menengah Aminuddin Baki
04.2001 -

Assistant Store Manager

Starbucks Coffee Company Sdn Bhd
01.2001 - 07.2002

Full Time Barista

Starbucks Coffee Sdn Bhd
05.1997 - 12.2000

Engineering

Uitm

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