Sia Lay Hoon
Overview
15
15
years of professional experience
Work History
Operations Manager
Grove(S) Pte Ltd
Singapore
02.2024 - 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
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
F&B Manager
Food Canopy Pte Ltd
Singapore
06.2023 - 01.2024
- Implemented quality control measures to maintain high standards of food preparation and presentation.
- Boosted customer satisfaction by implementing new menu items and service improvements.
- Evaluated customer feedback data to identify areas for improvement in product offerings or service delivery methods.
- Reduced labor costs while maintaining exceptional service standards by effectively managing employee schedules and shift assignments.
- Maximized employee retention by creating a supportive work environment focused on teamwork and professional growth opportunities.
- Fostered positive relationships with vendors, negotiating contracts for optimal pricing on products and services.
- Ensured a safe working environment by enforcing strict adherence to health, safety, and sanitation regulations.
- Developed strong communication channels between front-of-house and back-of-house teams for seamless service delivery.
- Resolved customer complaints involving food or beverage quality and service.
- Maintained highest standards for beverage quality and service.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Oversaw selection, ordering and inventory controls of wine, beer and alcohol program.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.
Operations Manager
Dough Culture Pte Ltd
Singapore
12.2009 - 09.2022
- 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.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Education
'O'-Level -
Thomson Secondary School
Singapore12.1982
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- Staff Training
- Inventory Management
- Policies and procedures implementation
- Employee Motivation
- Goal Setting
- Process Improvement
- Health and safety compliance
- Quality Assurance Controls
- Onboarding and Orientation
- Delegation
- Cost Reduction
- Purchasing and procurement
Timeline
Operations Manager
Grove(S) Pte Ltd
02.2024 - Current
F&B Manager
Food Canopy Pte Ltd
06.2023 - 01.2024
Operations Manager
Dough Culture Pte Ltd
12.2009 - 09.2022
'O'-Level -
Thomson Secondary School