Jenzen Chow

• I successfully developed team structures with specific Areas of Responsibility (AOR) and Directly Responsible Individual (DRI) mapping, led teams to achieve Objectives and Key Results (OKRs) for each venue, and ensured team alignment with venue and group mission and values
• Additionally, I monitored venue adherence to licensing laws and food safety standards to maintain quality and hygiene standards
• Manages 3 outlets - Armenor, Martin's Kitchen & Chapter 3
• Oversees operational activities at every level of the organization
• Managing quality assurance
• Strategizes process improvement for all new start ups and processes
• Ensuring improvements on tasks completions
• Training & Development
• Manages all outlets P&L, management systems and inventory efficiency
• Ensuring all outlets follows regulations and guidelines (SFA, MOM and NEA)
• Reports directly to CEO - Private Club and Whisky Museum entity
• Oversees daily operations, member's reservations and activities
• Implements high standards for all aspects of life-safety, loss prevention, unit owner identity and privacy protection
• Operates within the constraints of the club's budget
• Manages luxury assets within the club (Art pieces, vintage whiskeys etc and including high value F&B products in kitchen and cellar
• Manages activities and liaison for private jets/yatch for tours and accommodations overseas
• (For eg: winery tours, affiliated oversea base club visitation and activities such as booking F1 Suite for members)
• Manages the curation of private menus for lunch and dinners upon member's request and recommendations of wines and whiskeys
• Evaluates and approves membership on-boarding, which includes orientations and site tour

• Implemented innovative strategies for continuous process improvements, resulting in increased customer satisfaction.
• Empowered employees by promoting a culture of continuous learning, resulting in enhanced skill sets among staff members.
• Facilitated cross-functional collaboration between departments for more effective problem-solving and innovation.
• Streamlined group operations by implementing efficient processes and procedures.
• Developed strong relationships with key stakeholders, fostering collaboration and communication across departments.
• Increased profit by streamlining operations.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Trained and guided team members to maintain high productivity and performance metrics.

Oversees all aspects of a high-end club's daily operations, focusing on member satisfaction, staff management, event coordination, and financial performance, while maintaining a luxurious and welcoming environment.

Key Responsibilities:

• Member Experience:

Ensure exceptional customer service and address member inquiries and concerns promptly.
Organize and manage member events, ensuring a seamless and enjoyable experience.
Develop and implement strategies to enhance member engagement and retention.

• Operations Management:

Oversee daily operations, including staff scheduling, facility maintenance, and inventory management.
Manage budgets, track expenses, and ensure financial performance targets are met.
Develop and implement policies and procedures to maintain club standards.

• Staff Management:

Recruit, train, and supervise staff, ensuring they deliver exceptional service.
Conduct performance evaluations and provide feedback to staff.
Foster a positive and collaborative work environment.

• Event Planning and Execution:

Plan and execute special events, ensuring they are memorable and enjoyable for members.
Manage event logistics, including venue setup, catering, and staffing.
Collaborate with vendors and suppliers to ensure high-quality event execution.

• Financial Management:

Develop and manage the club's budget, ensuring profitability and financial stability.
Monitor revenue and expenses, identify areas for cost reduction, and implement strategies to improve financial performance.
Prepare financial reports and present them to the club's management.

• Marketing and Sales:

Develop and implement marketing and sales strategies to attract new members and retain existing ones.
Conduct market research to identify trends and opportunities.
Build relationships with potential members and partners.

• Liaison:

Act as the primary point of contact for members and guests.
Maintain strong relationships with club staff, vendors, and partners.
Represent the club at industry events and conferences.

• Reports directly to Chef Owner Emmanuel Stroobant
• Oversees daily operations and manages weekly reservations
• Manages service flow and service standards according to company's guidelines and standards aligned with Michelin
• Curates wine pairings and menus according to availability of wines (changes seasonally)
• Working along with chef to aligned our offerings
• Service and Wine trainings and team members developments
• Perform quality controls and ensuring regulations and guidelines (SFA, MOM and NEA) are followed

• In charge of F&B sectors - reports directly to the Resort Manager
• Manages FOH schedule and staffing in the resort (Ambara, Essential & IRD)- ensuring daily F&B management such as Breakfast, Lunch and Dinner are prepared for guests
• From IRD gueridon, floating meal trays, bon fire set up and anywhere on resort's grounds
• To maximize team member productivity through the use of multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests
• To ensure that each profit centre (e.g IRD, Ambara, Essential, Ember Beach Club) is operated in line with maximizing profit while delivering on the brand promise

• 1-VU Sentosa | The Riverhouse | Alkaff Mansion | Zorba The Taverna
• Reports to Group Culinary Director
• Assist and deputize operations for the group with the Culinary and Wine Director for F&B offerings within the group
• Develop, innovate and deliver a product mix, quality driven whilst maintaining aggressive financial returns for each outlets
• Work with outlet managers to ensure stock levels are available from central distribution area
• Ensure strict compliance with all relevant hygiene and safety legislation and requirements
• Champion a training culture within the restaurant teams ensure succession planning, and a culture that exceeds the very best the industry has to offer
• Maintain close, professional, effective links with all external contractors on delivery, stated agreements, best practices and technological advances are sought
• Manage all internal stakeholders: both departments within the group who deliver services to the F&B Team and support the Central Support

Michelin Award 2017

• Assist chef owner in managing daily company operations to ensure positive, safe and profitable working environment
• Order, purchase and stock the merchandises in a timely manner
• Implement quality and productivity objectives to achieve company goals
• Ensure that employees follow the company standards, policies and strategies
• Cooperate with owner in recruiting, training, payroll processing, performance evaluation, promotions, and releasing the employees
• Develop and implement staffing and business plans to achieve business target
• Evaluate key productivity indicators and implement process improvement initiatives
• Supervise merchandise damage reduction activities, manual backorders, and merchandise orders
• Address operational, technical and mechanical issues in a timely manner
• Manage direct reporting to owner related to financial, business, and administration matters
• Develop positive working relationship with the support divisions and operations team to ensure proper operational support
• Develop operational strategy and ensure that the operational activities meet the organizational requirements
• Delegate daily work assignments and schedules for employees

• Serves customers by providing professional service and information; resolving food and beverage and service problems
• Attracts potential customers by answering product and service questions; suggesting information about other products and services
• Maintains customer records by updating account information
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommends potential/special products or services to management by collecting customer information and analyzing customer needs
• Prepares and serves premium coffees
• Compliment with coffee art
• Latte
• Cino
• Contributes to team effort by accomplishing related results as needed
• I as a restaurant captain serve as a floor supervisor in a fine dining establishment
• I serves as a liaison between all staff members to ensure superior customer service

• Pioneering Team
• Pioneered the Kitchen Runner/Expediter runway
• Pioneered The Dining Room's layout, service sequence & S.O.P
• Service and reports to my Restaurant Manager
• Will run both sides Fine Dining and the Beach Club simultaneously whenever I am needed

• I serve as floor supervisors in a fine dining establishment and as a liaison between all staff members to ensure superior customer service
• I must also ensure that the restaurant is neat and presentable, as the restaurant's appearance directly influences customer perception of the establishment's quality
• A restaurant captain ensures that all centre pieces are on the tables properly and that linens, silverware and glasses are clean
• Often played a managerial role
• It is my job to ensure all hosts and waiters are adequately trained, informed of the restaurant's policies and knowledgeable about menu items and daily specials and also ensure that wait staff have undergone safety training
• Most of the time, I will act as the communicator between the kitchen, management and wait staff
• I must relay any changes that arise in the menu from the kitchen to the waiters
• When a guest has special dietary needs or meal requirements, I must articulate these requests to the kitchen staff for the specific needs
• (Been recommended to be in the pioneer team for the upcoming Semi-Fine dine - The Dining Room, Tanjong Beach Club, situated in Sentosa Island, Singapore)