Ross Ng M.A
KUALA LUMPUR
Summary
Strategic Operations Director experienced in leading end-to-end business development within F&B and retail sectors. Achieved operational efficiencies and enhanced productivity through effective team leadership and cross-functional collaboration. Focused on delivering impactful results and fostering a culture of continuous improvement to support organisational growth.
Overview
3
3
Languages
27
27
years of professional experience
Work History
Operations Director / F&B Director – Operations & Project Development
Million Beverage Sdn Bhd / Million Precision Times Sdn Bhd (Chicha San Chen / Jam Rakyat)
KUALA LUMPUR , Malaysia
05.2022 - Current
- Own end-to-end project delivery from concept, investment and feasibility through execution, opening, stabilisation and profitability across F&B and watch retail projects.
- Drive cost reduction, productivity improvement, profitability enhancement and operational process optimisation.
- Directed operational strategy and innovation, significantly increasing efficiency and reducing costs across all departments.
- Translate Directors’ and shareholders’ objectives into project plans with defined financial targets, timelines, KPIs and accountability.
- Coordinate strategy, finance, procurement, construction, operations, people and commercial execution to deliver projects effectively.
- Evaluate project feasibility and performance, with authority to recommend whether projects should proceed, be modified, be delayed or discontinued.
- Lead regular site visits and operational audits to maintain company standards and identify improvement opportunities.
- Owned project escalations and critical operational decisions, resolving issues promptly while protecting business continuity.
- Aligned projects, operations, brand positioning and long-term business objectives to ensure cohesive strategy.
- Represented company in engagements with landlords, mall management, contractors, suppliers, consultants and strategic partners.
- Maintained facility compliance with health codes, sanitation requirements and licence regulations.
- Facilitated professional development programmes for staff, fostering skill enhancement and career progression.
Director F&B Operations/Project Consultant Set-Up
Titan Beverages Sdn Bhd ( Tiger Sugar )
KUALA LUMPUR, Malaysia
05.2019 - 05.2022
- Managed budgets, financial planning, profit forecasting and project execution for F&B operations.
- Led project management and operational oversight across F&B outlets, warehouse, and central kitchen, ensuring alignment with organisational goals.
- Planned new outlet projects, coordinated equipment procurement and supply sourcing, including third-party logistics from Taichung, Taiwan to Port Klang, Malaysia.
- Coordinated cross-functional teams to ensure seamless execution of projects and alignment with objectives.
- Led recruitment, training and performance management while establishing targets, KPIs, schedules, policies and procedures.
- Maintained operational, customer-service, health and safety standards while monitoring sales and productivity.
- Implemented innovative methodologies for process improvement, resulting in increased efficiency and productivity.
- Resolved complex problems by identifying root causes and implementing effective solutions.
- Helped clients enhance internal structures and improve handling of current and potential problems.
F&B Project Director & Operations
NNC Food Industries (NeNe Chicken)
06.2017 - 04.2019
- Managed F&B operations within budget and service standards, enhancing team development and customer service through effective operational controls.
- Coordinated with clients to define project objectives and requirements, ensuring alignment with business goals.
- Managed assigned global projects through scope, planning, execution, quality, timing, cost control and completion.
- Coordinated multidisciplinary project teams, ensuring timely progress reporting and successful completion of qualification activities and final project sign-off.
- Directed the resolution of project issues and conflicts, ensuring minimal impact on project progress and outcomes.
- Cultivated relationships with clients, stakeholders, and team members, fostering a culture of trust and cooperation that supported project objectives.
- Led technical clarification, equipment solution development, tender analysis, technical proposals and project costing.
- Oversaw the development of project documentation, maintaining clear and accurate records throughout project lifecycles.
- Provided technical coaching and knowledge transfer to strengthen internal capability.
Management Consultant – F&B
Ekovest Berhad
02.2017 - 09.2017
- Led the Food & Beverage department, reporting directly to the Group COO of EkoWood International Berhad.
- Led the Food & Beverage department, reporting directly to the Group COO of EkoWood International Berhad.
- Presented monthly P&L performance to the COO and owners and supported restaurant operations and outlet development.
- Contributed to establishment of annual F&B budget target of RM11 million, aligning financial goals with organisational strategy.
- Directed outlet set-up from framework to opening, overseeing recruitment, renovation, kitchen set-up, operating costs and cost control.
- Directed outlet set-up from framework to opening, overseeing recruitment, renovation, kitchen set-up, operating costs and cost control.
F&B Group Operations Manager
Absolut Grandios F&B Sdn Bhd
07.2016 - 01.2017
- Oversaw financial planning, P&L budgeting, outlet performance reviews and management reporting.
- Managed sales and profitability targets across F&B operations, ensuring alignment with overall business objectives.
- Led forecasting, inventory management, purchasing, payroll inputs, staffing, and training to enhance service standards and departmental controls.
- Supported menu planning, pricing strategies, promotions, and group/event coordination to elevate customer service.
Senior General Manager – TGI Friday’s
Chaswood Resources Sdn Bhd
07.2014 - 04.2016
- Held accountability for store operations, quality, service standards and compliance with company policies.
- Led day-to-day restaurant operations, ensuring effective planning, organisation, implementation, and operational control to meet service standards.
- Managed annual budgeting, P&L planning, financial forecasting and operational performance reporting.
- Established plans and budgets, allocated resources, and implemented corrective actions to achieve operational goals.
- Developed management team through recruitment, training, coaching, and performance management, fostering accountability and growth.
F&B Operations Manager
Armada Hotel Petaling Jaya
Petaling Jaya
01.2014 - 03.2016
- Managed financial planning, P&L budgets, outlet budgets, payroll, supplier payments, and financial controls to ensure fiscal responsibility.
- Oversaw monthly and quarterly outlet forecasts to align with budget and operational goals.
- Supported outlet managers and HODs in annual budgeting, cash-flow monitoring and long-range financial planning.
- Managed accounting-related processes, external vendors and annual audit coordination.
- Enhanced operating systems, processes and policies to drive operational excellence.
Operations Manager – LUNABAR
Pacific Regency Hotel Suites
08.2011 - 12.2013
- Managed restaurant operations, ensuring high service standards, appealing food presentation, and achievement of sales and profit targets.
- Managed budgets and operating costs with working knowledge of P&L and financial information.
- Managed cost control, purchasing and inventory at appropriate minimum levels.
- Developed targeted promotions and merchandising strategies, resulting in increased revenue.
- Led staff performance and training, enhancing customer service evaluation processes and effectively resolving complaints.
Restaurant Manager
Marriott Hotel (A YTL Company)
05.2011 - 09.2011
- Oversaw restaurant sales and profitability, optimising staffing, inventory management, and service standards.
- Executed sales strategies and promotions, collaborating with kitchen and stewarding teams to enhance customer experience.
- Directed stock consumption and cost controls, conducting monthly reporting and training team members to ensure operational efficiency.
F&B Assistant Manager
Grand Mercure Hotel (Accor Hotels & Resorts)
04.2006 - 05.2011
- Managed sales reporting, promotions, menu planning, P&L, budgeting, prime-cost control and inventory.
- Coordinated client requirements with departments and conducted regular staff training to improve service quality and client satisfaction.
- Led Halal Management System while supporting banquet and conference business development to ensure compliance and enhance service offerings.
F&B Supervisor
Swissôtel The Stamford, Singapore
02.2004 - 03.2006
- Supervised restaurant service teams, fostering strong guest relations and enhancing staff welfare through targeted training and operational support.
- Acted as restaurant manager in absence, managing events, cashiering, rosters, and conducting service briefings to ensure seamless operations.
- Maintained cleanliness and organisation within the dining area, adhering to hygiene standards.
- Supervised a team of 15 staff members, providing training and feedback to improve service standards.
- Managed food and beverage inventory by counting stock counts daily and ordering low-stock supplies when required.
F&B Captain
Regent Hotel, Singapore
01.2003 - 02.2004
- Supervised daily restaurant operations, led service briefings, and conducted weekly training to enhance team skills and service quality.
- Addressed guest concerns, fostering a service-oriented culture while supporting sales and team development objectives.
- Maintained cleanliness and organisation within the dining area, adhering to hygiene standards.
- Supervised a team of 15 staff members, providing training and feedback to improve service standards.
- Managed food and beverage inventory by counting stock counts daily and ordering low-stock supplies when required.
Safety & Health Officer / Security Team Leader
City Building Management Pte Ltd
01.2002 - 01.2003
- Coordinated security and building-service operations for residential property on Grange Road, Singapore, ensuring safety and compliance standards were met.
- Facilitated service-quality improvements and enhanced process efficiency, contributing to overall operational effectiveness.
- Collaborated with local authorities to improve sanitation and reduce environmental health risks in underserved areas.
- Managed services to provide equal access to different groups and promote inclusion in healthcare.
- Administered facility records, keeping adequate information about activities and following strict data protection requirements.
F&B Captain
Eden Garden Hotel, Stulang Laut, Malaysia
Stulang Laut
01.2001 - 01.2002
- Supervised all-day dining operations, ensuring exceptional guest experience, maintaining buffet standards and cleanliness, and managing part-time staffing.
- Maintained cleanliness and organisation within the dining area, adhering to hygiene standards.
- Supervised a team of 15 staff members, providing training and feedback to improve service standards.
- Managed food and beverage inventory by counting stock counts daily and ordering low-stock supplies when required.
Front Desk Assistant
Pasadena Hotel, Cameron Highlands, Malaysia
Cameron Highlands
01.2000 - 03.2001
- Handled guest reservations, check-in documentation, cash-float checks, and guest assistance while learning night-audit processes.
- Responded to enquiries from clients, vendors and members of public.
- Cleaned reception area regularly to maintain professional appearance.
- Greeted guests upon arrival, provided check-in assistance and directed to rooms efficiently.
Education
Diploma of Hospitality / Tourism / Hotel Management -
Stanford Raffles College
01-1999
Skills
- Project management
- Financial planning
- Budget management
- Operational strategy
- Risk assessment
- Compliance management
- Stakeholder engagement
- Project leadership
- Decision making
- Team building
- Business communication
- Cross-cultural engagement
- Multilingual communication
Systems & Languages
English
Bahasa Malaysia
Bahasa Indonesia
Custom
- Operations Director
- F&B Director
- Group Operations Director
- General Manager
- Project / Expansion Director
- Retail Operations Director
- Business Operations / Development Leadership
Timeline
Operations Director / F&B Director – Operations & Project Development
Million Beverage Sdn Bhd / Million Precision Times Sdn Bhd (Chicha San Chen / Jam Rakyat)
05.2022 - Current
Director F&B Operations/Project Consultant Set-Up
Titan Beverages Sdn Bhd ( Tiger Sugar )
05.2019 - 05.2022
F&B Project Director & Operations
NNC Food Industries (NeNe Chicken)
06.2017 - 04.2019
Management Consultant – F&B
Ekovest Berhad
02.2017 - 09.2017
F&B Group Operations Manager
Absolut Grandios F&B Sdn Bhd
07.2016 - 01.2017
Senior General Manager – TGI Friday’s
Chaswood Resources Sdn Bhd
07.2014 - 04.2016
F&B Operations Manager
Armada Hotel Petaling Jaya
01.2014 - 03.2016
Operations Manager – LUNABAR
Pacific Regency Hotel Suites
08.2011 - 12.2013
Restaurant Manager
Marriott Hotel (A YTL Company)
05.2011 - 09.2011
F&B Assistant Manager
Grand Mercure Hotel (Accor Hotels & Resorts)
04.2006 - 05.2011
F&B Supervisor
Swissôtel The Stamford, Singapore
02.2004 - 03.2006
F&B Captain
Regent Hotel, Singapore
01.2003 - 02.2004
Safety & Health Officer / Security Team Leader
City Building Management Pte Ltd
01.2002 - 01.2003
F&B Captain
Eden Garden Hotel, Stulang Laut, Malaysia
01.2001 - 01.2002
Front Desk Assistant
Pasadena Hotel, Cameron Highlands, Malaysia
01.2000 - 03.2001
Diploma of Hospitality / Tourism / Hotel Management -
Stanford Raffles College