Mohd Radzlan Mohd Azman
Petaling Jaya,10
Summary
Proven leader in hospitality management, adept at driving operational excellence and enhancing customer satisfaction, notably at Hilton Kuala Lumpur. Specializes in strategic planning and staff development, with a knack for problem-solving and interpersonal communication. Achieved significant improvements in performance metrics and employee motivation, demonstrating a blend of hard and soft skills essential for business growth.
Seasoned Operations Manager and talented leader with 19 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Forward and re-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Outlet Operations Manager
Hilton Kuala Lumpur
11.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
Restaurant Manager
Soleil Restaurant & Wine Bar
12.2017 - 09.2022
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Correctly calculated inventory and ordered appropriate supplies.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Enhanced customer satisfaction by implementing efficient floor management strategies and maintaining a clean, inviting dining environment.
- Assisted in revenue growth by contributing innovative ideas for menu development, promotions, and special events.
- Maintained strong relationships with guests by addressing their needs in a timely and personalized manner, leading to increased loyalty and repeat business.
Chief Sommerlier
Soleil Restaurant & Wine Bar
12.2017 - 09.2022
- Developed and maintained an extensive wine list, catering to varied tastes and price points for optimal selection.
- Enhanced customer satisfaction by recommending and pairing wines with menu items based on individual preferences.
- Monitored conditions of wine cellar, keeping all bottles stored at appropriate temperature.
- Established lasting relationships with winemakers, importers, distributors, allowing access to limited-production wines or early releases unavailable elsewhere.
- Conducted regular staff training sessions on wine knowledge, enabling team members to provide excellent service to guests.
- Managed wine inventory efficiently, ensuring proper storage conditions and rotation to maintain quality.
- Promoted special wine menu for holidays to complement chef's dinner specialties.
- Implemented effective cost control measures, resulting in reduced waste while maintaining the highest quality standards.
- Coordinated wine selection and restocking for cellar with over 2000 bottles.
- Increased wine sales by effectively presenting a diverse range of options to customers, showcasing knowledge and expertise.
- Elevated guest experience by creating informative and visually appealing wine menus that highlighted key tasting notes and pairing suggestions.
- Managed cellar and beverage storage maintenance to prevent inventory spoilage.
- Represented establishment professionally with guests and earned consistent repeat and referral business.
- Organized routine and special event orders to keep adequate inventory for forecasted needs.
- Collaborated with chefs and kitchen staff to create harmonious pairings for special events and tasting menus.
- Oversaw successful bar service and operations to handle as many as 60 guests per day.
- Set up wine tastings to bring in business and promote special offerings.
- Sourced unique wines from lesser-known regions or producers, offering guests exciting choices not found elsewhere.
F&B Manager
The Point Restaurant & Wine Bar
01.2015 - 12.2017
- Contributed to long-term business growth strategies through meticulous competitor analysis, market research initiatives, and regular reviews of operational effectiveness.
- Ensured a safe working environment by enforcing strict adherence to health, safety, and sanitation regulations.
- Collaborated with chefs to develop innovative menus that catered to diverse clientele tastes and preferences.
- Boosted customer satisfaction by implementing new menu items and service improvements.
- Exceeded revenue targets consistently by implementing cost-control measures without compromising quality or guest experience levels.
- Streamlined operations by optimizing inventory management and reducing food waste.
- Evaluated customer feedback data to identify areas for improvement in product offerings or service delivery methods.
- Increased revenue with targeted promotions, special events, and upselling techniques.
- Oversaw all aspects of event planning, including menu creation, staffing, setup, and teardown for successful execution.
- Maintained highest standards for beverage quality and service.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
Assistant Restaurant Manager
Mano Restaurant
04.2011 - 02.2014
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
- Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Assistant Restaurant Operations Manager
High Tide Restaurant
02.2010 - 03.2011
- Created a welcoming atmosphere for guests by consistently ensuring cleanliness and attention to detail throughout the dining area.
- Improved customer satisfaction by addressing and resolving guest concerns promptly and professionally.
- Oversaw maintenance tasks such as equipment repair schedules or facility upkeep initiatives so that they didn''t interfere with daily service.
- Collaborated with the executive chef to create new menu items, keeping offerings fresh and appealing to guests.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Enhanced customer satisfaction by implementing efficient floor management strategies and maintaining a clean, inviting dining environment.
- Assisted in revenue growth by contributing innovative ideas for menu development, promotions, and special events.
Team Leader & Sommelier
Shangri-La Singapore
12.2007 - 01.2010
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed and maintained an extensive wine list, catering to varied tastes and price points for optimal selection.
- Enhanced customer satisfaction by recommending and pairing wines with menu items based on individual preferences.
- Monitored conditions of wine cellar, keeping all bottles stored at appropriate temperature.
- Conducted regular staff training sessions on wine knowledge, enabling team members to provide excellent service to guests.
- Established lasting relationships with winemakers, importers, distributors, allowing access to limited-production wines or early releases unavailable elsewhere.
- Handled questions and concerns skillfully and redirected customers toward higher profit items to increase per-ticket revenue.
- Inventoried bar supplies regularly to quickly identify supply shortages and detect problems such as theft.
- Coordinated wine selection and restocking for cellar with over 800 bottles.
- Implemented effective cost control measures, resulting in reduced waste while maintaining the highest quality standards.
Captain Waiter
Shangri-La Kuala Lumpur
04.2004 - 11.2007
- Showed high-level understanding of fine dining standards and practices.
- Trained new hires on restaurant policies, menu offerings, and service techniques for seamless integration into the team.
- Ensured proper payment processing by accurately entering orders into the POS system and handling cash transactions.
- Completed restaurant opening and closing functions that included POS report generation.
- Demonstrated adaptability during busy shifts by supporting other roles within the restaurant as needed.
- Maintained updated inventory of alcoholic beverages and serving supplies.
- Implemented upselling strategies that contributed to increased average check size per guest.
- Coordinated foodservice operations between kitchen staff and dining room servers.
- Maintained cleanliness and organization in all front-of-house areas, contributing to an inviting atmosphere for guests.
Education
Diploma in Hotel Management - Hospitality Management
UiTM
Shah Alam05.2004
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Employee relations and conflict resolution
- Planning and Implementation
- Staff Training
- Staff Management
- Project Management
- Performance monitoring
- Employee Motivation
- MS Office
- Customer Relationship Management
- Staff Development
- Interpersonal Communication
- Client Relationships
- Inventory Control
- Strategic Planning
- Project management abilities
- Logistics Management
- Business Planning
Certification
- Certified in Wines of The World
- Cellar Management
Timeline
Outlet Operations Manager
Hilton Kuala Lumpur
11.2022 - Current
Restaurant Manager
Soleil Restaurant & Wine Bar
12.2017 - 09.2022
Chief Sommerlier
Soleil Restaurant & Wine Bar
12.2017 - 09.2022
F&B Manager
The Point Restaurant & Wine Bar
01.2015 - 12.2017
Assistant Restaurant Manager
Mano Restaurant
04.2011 - 02.2014
Assistant Restaurant Operations Manager
High Tide Restaurant
02.2010 - 03.2011
Team Leader & Sommelier
Shangri-La Singapore
12.2007 - 01.2010
Captain Waiter
Shangri-La Kuala Lumpur
04.2004 - 11.2007
Diploma in Hotel Management - Hospitality Management
UiTM
- Certified in Wines of The World
- Cellar Management
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