Marikit Dela Paz

Dynamic leader with over 20 years of experience in the food and beverage and customer service industries. Skilled in people management, operations, and staff development, with a proven ability to build motivated teams and deliver excellent results. Dedicated and results-driven, committed to achieving company goals and ensuring exceptional guest experiences

Operations Manager/Training and Quality Manager/Customer Experience Manager at Nono's (2023-06 – Present)

• Successfully opened multiple new branches, ensuring smooth pre-operational setup, timely launch, and alignment with brand standards.
• Improved sales performance and profitability across the assigned area through strategic planning, cost control, and consistent operational monitoring.
• Streamlined store operations by strengthening compliance with SOPs, resulting in improved audit scores and service consistency.
• Reduced operational costs through tighter inventory management, waste reduction, and improved purchasing efficiency.
• Enhanced employee performance and retention through structured onboarding, re-training programs, and consistent leadership coaching.
• Effectively handled escalated guest concerns, leading to higher customer satisfaction scores and improved brand loyalty.
• Strengthened coordination and communication between stores and support departments, ensuring faster issue resolution and better alignment with company goals.
• Maintained trust and transparency with owners through accurate reporting, proactive issue management, and participation in weekly MANCOM meetings.

Customer Service Manager/Key Instructor at Riyadh Metro (2020-04 – 2023-02)

• Facilitated both classroom and practical training sessions for frontline customer service staff.
• Provided on-site leadership during shifts, addressing daily operational issues to ensure excellent service delivery.
• Supervised security operations, monitored contractor performance, and maintained a safe environment for customers and staff.
• Conducted daily briefings and performance reviews to align team efforts with KPIs and operational goals.
• Coordinated with the GSM to ensure all station information and communications were updated and properly displayed.
• Managed ticketing and fare collection activities to ensure accuracy and efficiency.
• Led and supported station teams during degraded or emergency situations, ensuring smooth and safe operations.
• Collaborated with third-party partners, including facilities management and security contractors, to ensure compliance with SOPs.
• Promoted adherence to the Integrated Management System and company policies on Health, Safety, Quality, Environment, and Information Security.

Area Manager/Head of Training at Nikkei (2019-03 – 2020-02)

• Oversaw overall operations of Nikkei branches, ensuring profitability and operational excellence.
• Set branch targets, managed budgets, and controlled purchases and inventory to maintain cost efficiency.
• Handled budgeting, reporting, planning, and auditing processes to support business goals.
• Reported directly to the owners on P&L performance, operational concerns, and strategic initiatives.
• Provided strong, motivational leadership and implemented programs to boost staff engagement and internal revenue.
• Conducted orientations and training for new employees to ensure compliance with company standards and processes.
• Monitored store purchases and spending to align with weekly budget targets.
• Analyzed operational data to identify opportunities for sales growth, profit improvement, and cost reduction.
• Managed recruitment, interviews, and staff terminations in accordance with company policies.
• Reviewed menu performance and recommended adjustments based on sales trends.
• Managed the company's social media pages, responding to customer inquiries and promoting brand engagement.

Store Operations Manager at HELLO KITTY CAFÉ (2017-12 – 2018-09)

• Oversaw overall café operations, ensuring smooth workflow and excellent customer service.
• Recruited, trained, coached, and evaluated team members to maintain high performance and service standards.
• Developed the Employee Manual, Code of Discipline, and Service Training Manual tailored for café operations.
• Conducted regular monitoring, coaching, and motivation of staff to drive engagement and consistency.
• Managed weekly inventory for kitchen, dining, and pastry departments to ensure accurate stock control.
• Designed and implemented marketing, advertising, and community programs to increase patronage and brand visibility.
• Controlled food and labor costs through effective planning and operational efficiency.
• Created new frappes and beverage offerings, including recipe development and costing, to expand the menu and drive sales growth.

General Manager at Champions Sports Bar and Restaurant (2015-12 – 2016-12)

• Developed and implemented business plans, including financial forecasts, sales strategies, and marketing initiatives.
• Recruited, trained, and supervised management teams to ensure operational excellence and policy compliance.
• Managed purchasing, inventory, and supplier contracts to control costs and maximize profitability.
• Oversaw payroll, service charge computation, government remittances, and business permit renewals.
• Ensured guest satisfaction through consistent monitoring of food, beverage, and service quality.
• Created and enforced Standard Operating Procedures (SOPs) and led staff training programs.
• Conducted performance evaluations and coaching to strengthen team engagement and productivity.

Restaurant Manager at Bistro Americano/TGI Fridays (2012-10 – 2015-12)

• Recruited, trained, and supervised staff to ensure efficient daily operations and adherence to company standards.
• Oversaw front- and back-of-house operations, ensuring smooth shift execution and excellent guest service.
• Managed staff scheduling, performance evaluations, payroll, and inventory control.
• Handled ordering of supplies, including beverages, and monitored stock levels to maintain cost efficiency.
• Ensured guest satisfaction by promptly addressing feedback and resolving complaints professionally