Donwil Dias
Mumbai
Summary
Dynamic leader with proven expertise in restaurant operations management and team leadership, honed at Swati Snacks and IKEA. Excelled in enhancing customer satisfaction, reducing complaint rates, and optimizing team performance. Skilled in schedule management and kitchen equipment maintenance, I foster inclusive, high-achieving environments, driving significant performance improvements.
Overview
18
18
years of professional experience
Work History
Restaurant Manager
Swati Snacks
Mumbai
03.2024 - Current
- Established strong relationships with local suppliers to secure competitive pricing on quality ingredients without sacrificing taste or presentation
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well
- Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely
- Collaborated closely with other departments within the organization, such as marketing and finance, to achieve shared goals and maintain seamless operations
- Coordinated catering services for private events, delivering memorable experiences while maximizing profits
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies
- Facilitated regular safety training sessions for all team members to ensure a safe working environment free from accidents or injuries
Team Leader
IKEA
04.2019 - 07.2023
- Managed, directed, and coordinated the day-to-day kitchen operations in the IKEA Restaurant, Bistro and Coworker restaurant including goods flow, inventory management, purchasing, ordering, waste management and the connected invoicing
- Ensured IKEA Food Operating and Safety Standards are consistently met to support brand consistency
- Managing and training IKEA Food Production and Dish room Co-workers to provide the guest with a positive sales and service experience
- Auditing and assessing the equipment in the Restaurant and Bistro production and serving areas
- Planning, preparing and maintaining menu items according to specifications and guidelines using approved ingredients
- Implementing and monitoring IKEA's Food Safety prerequisites and training programs
Customer Relations Manager
Curocarte.com
Mumbai
08.2016 - 03.2019
- Established metrics-driven performance evaluation systems for staff members focused on delivering exceptional service consistently
- Introduced innovative solutions to recurring problems, reducing complaint escalation rates significantly
- Collaborated with cross-functional teams to address systemic issues impacting customer experiences
- Monitored team performance and provided regular coaching, improving service quality standards
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally
- Fostered a culture of customer-centric thinking within the organization
Waiter
Princess Cruises
01.2007 - 01.2014
- Managed high volume of customers during peak hours, maintaining prompt and efficient service
- Collaborated closely with bartenders to fulfill beverage orders accurately while managing patron expectations efficiently
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs
- Handled customer complaints diplomatically, working towards satisfactory solutions
- Participated in monthly inventory checks
Education
Bachelor of Science - Food Sciences And Technology
IHMCTAN Institute of Hotel Management
Mumbai06.2005
HSC Degree -
St. Andrew's College of Arts
04.2002
High School Diploma -
Don Bosco High School
Mumbai, India06.2000
Skills
- Schedule Management
- Team Leadership
- Training Programs
- Restaurant operations management
- Recruitment
- Team management
- Performance improvement
- Kitchen equipment operation and maintenance
Projects
05/01/20, 07/31/20, Mumbai, Maharashtra, India, Undertook english speaking courses for co workers who found it difficult to communicate with customers on a daily basis. Used applications like Duolingo and Zoom video call sessions to train the co workers. These training sessions groomed them to speak confidently and build a rapport with the customers.
Languages
- English, Native
- Hindi, Native
Passions
- Cooking
- Mobile software testing
- Listening to music
Timeline
Restaurant Manager
Swati Snacks
03.2024 - Current
Team Leader
IKEA
04.2019 - 07.2023
Customer Relations Manager
Curocarte.com
08.2016 - 03.2019
Waiter
Princess Cruises
01.2007 - 01.2014
Bachelor of Science - Food Sciences And Technology
IHMCTAN Institute of Hotel Management
HSC Degree -
St. Andrew's College of Arts
High School Diploma -
Don Bosco High School
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