Hambali Bin Herman
Summary
Accomplished Food & Beverage Operations professional with over 18 years of progressive experience across international hotel operations, restaurant management, in-room dining, and beverage retail. Extensive experience leading operational teams, optimizing labor and operating costs, maintaining service excellence, and supporting business profitability. Proven track record in pre-opening operations, team development, financial performance monitoring, service quality improvement, and operational standardization. Successfully progressed through supervisory and management roles within established hospitality brands, including Aloft Kuala Lumpur Sentral and Gong Cha Singapore. Recognized for cost management, operational leadership, and measurable service performance, including achieving beverage costs below budget, exceeding brand audit targets, and improving workforce efficiency. Equipped with practical expertise in P&L monitoring, SOP implementation, halal compliance, and cross-functional operations.
Knowledgeable [Desired Position] with background in managing lobby operations and ensuring welcoming environment for guests. Successfully implemented streamlined check-in processes and enhanced customer satisfaction. Demonstrated leadership and organizational skills while fostering excellent communication and problem-solving abilities.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Lobby Manager
JomAmigo Steamboat & Grill
03.2022 - Current
- Oversee front-of-house restaurant operations, workforce management, and financial controls to maintain service excellence and operational efficiency within a growing food and beverage business.
- Direct daily front-of-house operations, including service coordination, manpower allocation, cashiering activities, and guest experience management.
- Monitor outlet financial performance through sales analysis, monthly profit-and-loss reviews, and operating cost evaluations.
- Implement workforce planning and labor cost-control measures to improve productivity and optimize manpower utilization.
- Oversee cashiering procedures, transaction accuracy, and revenue reporting in accordance with internal financial controls.
- Support employee recruitment, onboarding, training, coaching, and performance development to strengthen team capabilities.
- Develop, review, and implement standard operating procedures to improve operational consistency and service efficiency.
- Perform Halal Supervisor responsibilities, monitoring operational practices and compliance with applicable halal requirements.
- Collaborate with management and operational teams on beverage product research, development, and menu improvement initiatives.
- Support new outlet openings through operational preparation, workflow coordination, and implementation of service standards.
- Selected to support the pre-opening management teams for the company’s first and third outlets, contributing to operational readiness and service implementation.
- Received internal recognition as Cost Control Champion for effective overtime management and labor cost optimization.
Assistant Store Manager
Gong Cha Singapore Pte Ltd
10.2018 - 03.2022
- Managed day-to-day store operations within a fast-paced international beverage retail environment, with accountability for service quality, workforce performance, inventory control, and operational efficiency
- Supervised and coordinated daily store operations to maintain brand standards, service consistency, and operational performance.
- Led a team of 12 full-time and part-time employees, overseeing manpower scheduling, staff deployment, and performance management.
- Reported directly to the Area Operations Manager on operational results, staffing requirements, and store performance.
- Managed employee recruitment, onboarding, skills training, and coaching to maintain service and operational standards.
- Monitored payroll expenses, inventory consumption, and equipment-related costs to support operational profitability.
- Ensured compliance with corporate operational procedures, product preparation standards, and workplace hygiene requirements.
- Managed customer feedback, complaints, and service recovery to protect customer satisfaction and brand reputation.
- Maintained consistent operational performance and adherence to company service standards.
- Strengthened team competency and service readiness through structured coaching and ongoing employee development.
- Supported cost-conscious store operations through effective workforce scheduling and inventory management.
Assistant Manager, All Day Dining & In-Room Dining
Aloft Kuala Lumpur Sentral
05.2013 - 10.2018
- Managed daily operations of a 200-seat all-day dining restaurant and the hotel’s In-Room Dining services under Marriot International guidance.
- Led, supervised, and developed a team of 21 associates across restaurant, room service functions & amenities related issue.
- Coordinated manpower planning, recruitment, scheduling, training, coaching, and performance evaluations.
- Monitored departmental expenses, beverage costs, labor utilization, inventory controls, and operational budgets.
- Maintained food and beverage service standards in accordance with hotel brand requirements and guest experience expectations.
- Collaborated with Culinary, Front Office, Housekeeping, Sales, and other hotel departments to ensure coordinated service delivery.
- Oversaw guest feedback, special dining requests, VIP arrangements, and service recovery initiatives.
- Progressed from F&B Talent Coach and subsequently Assistant Manager, assuming increasing responsibility for restaurant operations, departmental financial performance, guest satisfaction, and team leadership.
- Contributed to the successful pre-opening of Nook Restaurant and In-Room Dining operations.
- Achieved a 26% beverage cost against a budgeted target of 32%, earning the Care for Business Award for effective cost management.
- Achieved a 93% Marriot Brand Health Check score, exceeding the established target of 90%.
- Delivered an 87% Overall Marriot F&B Guest Experience Index, surpassing the target of 85%.
- Earned promotion within the organization, progressing from F&B Talent Coach to Assistant Manager.
Room Service Captain
Hotel Istana Kuala Lumpur
01.2008 - 05.2013
- Supported the efficient delivery of in-room dining services within a full-service hotel environment, maintaining high standards of guest satisfaction and service coordination.
- Handle amenities preparation and request from Butler & Front Office on daily basis.
- Coordinated daily room service activities to ensure accurate, timely, and professional food and beverage delivery.
- Supported operational teams in managing guest orders, special requests, and service requirements.
- Maintained hotel service standards, food presentation quality, and guest satisfaction.
- Assisted with shift coordination, operational readiness, and resolution of guest service concerns.
- Worked closely with kitchen and service personnel to ensure smooth communication and efficient order fulfillment.
Education
Sijil Pelajaran Malaysia (SPM) -
SMK Segambut
Kuala Lumpur, MalaysiaSkills
- Food service management
- In-room dining process optimization
- Pre-opening support for multi-outlet operations
- Operational budgeting
- Workforce efficiency planning
- Revenue optimization
- Staff recruitment and training
- Guest experience management
- Inventory management
- SOP implementation
- Proficiency in halal standards compliance
- Operational performance reporting
- Employee development and coaching
- POS Systems & Cash Handling Controls
- Point-of-Sale Systems: MICROS POS, Infrasys POS, FeedMe POS
- Hotel Management Systems: Galaxy Lightspeed
- Human Resource Systems: HR Sunfish
- Inventory & Procurement Systems: Tinvio, MuRho Order & Track, Material Control
- Microsoft Office: Excel (Intermediate), Word (Intermediate)
Certification
- Halal Competency Course, 2024
- Train the Trainer, 2017
- High Protocol Service, 2017
- Halal Awareness, 2017
- Food Handler Certification, 2016
References
- Ms., Chin Yin Yee, Director of Food & Beverage, +65 8795 0514, JomAmigo Dining Malaysia
- Mr., Jerome Ang, Former Area Manager, +65 9766 6668, Gong Cha Singapore Pte Ltd
- Mr., Shafiq Amir, Food & Beverage Manager, +60 12-282 6320, Aloft Kuala Lumpur Sentral
Personal Information
- Title: FOOD & BEVERAGE OPERATIONS | RESTAURANT MANAGEMENT | HOSPITALITY LEADERSHIP
- Availability: Can start immediately
Timeline
Lobby Manager
JomAmigo Steamboat & Grill
03.2022 - Current
Assistant Store Manager
Gong Cha Singapore Pte Ltd
10.2018 - 03.2022
Assistant Manager, All Day Dining & In-Room Dining
Aloft Kuala Lumpur Sentral
05.2013 - 10.2018
Room Service Captain
Hotel Istana Kuala Lumpur
01.2008 - 05.2013
Sijil Pelajaran Malaysia (SPM) -
SMK Segambut