hossamnabil81

Hossam Nabeil Bakr Aly

Location: Dubai, UAE

Phone: +971553604423

Email: [email protected]

LinkedIn: www.linkedin.com/in/hossam-aly-2ba90a3

EXECUTIVE PROFILE: OPERATIONS AND HOSPITALITY MANAGEMENT EXPERT

PROFILE SUMMARY

§  A seasoned and results-oriented hospitality executive with 20+ years of international experience in the UAE and Kuwait, specializing in operations management, food and beverage services, and high-end hospitality.

§  Recognized for transforming operations, achieving double-digit EBITDA growth, and enhancing guest satisfaction scores through strategic planning, team leadership, and process optimization.

§  Skilled in overseeing complex catering functions, private flight services, and high-profile event management for royal clientele, demonstrating a meticulous focus on quality, safety, and customer experience.

§  Proven track record in launching successful marketing campaigns, expanding brand reach, and optimizing P&L performance.

§  Holds a Master’s Degree in Food Service Management and a suite of certifications in safety and operational excellence.

KEY SKILLS

§  Strategic Planning and Turnaround Management: Skilled in executing turnaround strategies, achieving profitability, and elevating customer satisfaction and quality metrics.

§  Operational Excellence and Compliance: Expert in HACCP and food safety implementation, ensuring all operations meet international quality standards.

§  Multi-Channel Operations Management: Proficient in managing end-to-end operations, including call centers, catering, home delivery, and private flight services.

§  Leadership and Team Development: Proven track record in building high-performing teams, fostering a culture of excellence, and mentoring staff for growth and leadership roles.

§  Brand Development and Marketing: Successfully launched targeted marketing initiatives to drive brand awareness, increase revenue, and expand market reach.

§  Financial Oversight and Budgeting: Strong analytical skills in P&L management, cost control, budgeting, and forecasting to optimize financial performance.

§  Guest Experience and Service Standards: Committed to elevating guest satisfaction by implementing service SOPs, ensuring seamless service, and training staff to exceed customer expectations.

§  Project Management and New Openings: Skilled in spearheading new outlet launches, from concept development to execution, and enhancing brand presence.

§  Vendor and Fleet Management: Expertise in contract negotiation, cost analysis, and managing F&B fleet for efficient logistics and delivery.

NOTABLE HIGHLIGHTS

§  Revenue Growth: expertise in driving brand growth, enhancing operational excellence, and elevating customer satisfaction across diverse regions including the UAE, Kuwait, Abu Dhabi, Egypt, and Saudi Arabia.

§  Operational Excellence and Expansion: Successfully scaled brand operations from 5 to 14 outlets within five years, expanding brand presence across the Middle East while ensuring consistent quality and service standards.

§  Customer Satisfaction and Retention: Increased customer satisfaction above 92% and drove customer retention up by 14% through proactive complaint resolution, strategic quality enhancements, and responsive service models.

§  Catering and Event Management: Expert in managing end-to-end catering operations for private events, royal functions, and special events, with responsibility for RFQs, menu planning, data analysis, and P&L management.

§  Strategic Data Analysis and Reporting: Conducted detailed brand data analysis and executive-level presentations to guide strategic decision-making, aligning initiatives with market trends and growth objectives.

§  Home Delivery Growth: Spearheaded home delivery expansion, growing the segment from 32% to 40% of total business, integrating aggregator platforms, and optimizing delivery systems for higher efficiency.

§  P&L Transformation: Drove a strategic turnaround to shift P&L from negative to positive, achieving above 92% in Customer Satisfaction, 90% Quality Control improvements, and a double-digit EBITDA increase.

§  Marketing and Brand Development: Executed successful marketing initiatives—campaigns, events, and sponsorships—boosting brand visibility and sustaining business growth.

§  Comprehensive Restaurant Management: Oversaw all facets of restaurant operations, including site selection, market analysis, licensing, budgeting, and inventory, ensuring profitability and growth.

WORK EXPERIENCE

Operations Manager: Global Catering Company – Catering, Lebanese – Call center – home delivery – Private Flight – Palace Main Kitchen In charge, UAE: Nov 2015 – Nov 2024

§  Established and streamlined a brand-focused call center with aggregator integration, enhancing customer service efficiency.

§  Developed comprehensive SOPs and a Front-of-House training manual to ensure consistent brand standards and guest experience.

§  Oversaw the main kitchen operations at H.H Palace, efficiently catering to approximately 8 villas and serving 80 royal family members along with 200+ staff.

§  Directed and managed F&B and housekeeping preparations for H. H’s private flights, ensuring top-tier service standards.

§  Led private flight catering operations, ensuring quality, safety, and timely service delivery.

§  Conducted monthly brand data analysis with executive-level presentations, driving strategic decision-making.

§  Held full accountability for catering operations, including menu planning, contract negotiations, implementation, feasibility studies, RFQs, and cost analysis, optimizing service and profitability.

§  Enhanced brand quality by introducing new products aligned with company guidelines, elevating customer satisfaction.

§  Executed marketing and sales initiatives aligned with strategic objectives, driving brand growth and market reach.

§  Formulated and tracked monthly targets and annual budgets, devising marketing plans that balanced cost-efficiency with ambitious growth targets.

§  Ensured continual product and service updates that meet international and local standards, enhancing client satisfaction.

§  Developed and implemented strategic and operational plans, ensuring seamless execution and measurable results.

§  Spearheaded the introduction of new outlets for the brand, developing concepts under structured planning for market expansion.

§  Supervised maintenance, ensuring all equipment remained operational to support seamless service.

§  Monitored computer and sales systems across outlets, ensuring uninterrupted performance.

§  Conducted F&B staff training and refresher sessions to reinforce standard operating procedures and elevate service skills.

§  Maintained rigorous hygiene and work standards across service and production, promoting a safe, high-quality environment.

§  Fostered productivity through example-setting and clear communication, motivating staff to achieve outstanding results.

Area Manager – Restaurants Operation Manager: Le Royal Hotel, Kuwait: Sep 2014 – Nov 2015

§  Elevated operational efficiency across multiple restaurant outlets, implementing streamlined processes and achieving significant improvements in guest satisfaction scores.

§  Spearheaded team training and development initiatives, resulting in higher staff performance and consistency in service delivery.

§  Increased revenue by launching targeted marketing campaigns and optimizing menu offerings to meet guest preferences/trends.

§  Led cross-functional teams to maintain the highest standards in food quality, safety, and guest experience across all outlets.

§  Conducted monthly performance reviews and data analysis, translating insights into actionable strategies that boosted operational outcomes and profitability.

Tournant Manager: Crowne Plaza Hotel (IHG Group), Kuwait: July 2009 – Aug 2014

§  Ensured flawless operation across diverse outlets, from fine dining to casual eateries, enhancing guest experience through exceptional service management.

§  Efficiently handled guest issues as F&B Duty Manager, resolving conflicts swiftly and maintaining high satisfaction ratings.

§  Coordinated team coverage during staff leave periods, sustaining operational continuity and quality standards.

§  Directed daily delivery and outside functions, collaborating with restaurant managers to deliver premium service/consistent quality.

§  Led key administrative tasks, including delivery analysis, discount tracking, and detailed reporting for high-profile projects, improving financial transparency and control.

§  Optimized F&B fleet management to enhance logistics efficiency and delivery timeliness.

§  Strengthened inter-departmental relationships, fostering collaboration and a positive work environment.

§  Developed tailored training plans for delivery supervisors, aligning with IHG standards to enhance operational consistency.

§  Prepared the annual Dine Out budget with accounting assistance, ensuring accurate forecasting and strategic planning.

§  Delivered monthly Profit and Loss reports to the Board, identifying areas for improvement and cost-saving opportunities.

§  Conducted quarterly appraisals for colleagues, providing constructive feedback to support continuous growth and development.

PAST EXPERIENCE

Assistant Restaurant Manager: Sakura Japanese Restaurant: Dec 2003 – June 2009

EDUCATION

Earned a Diploma (2007) and Master’s Degree (2009) in Food Service Management from E-Cornell University.

RECOGNITIONS AND CERTIFICATIONS

Completed Basic Hygiene Training and awarded certifications in Health and Safety, Fire Safety, and Food Hygiene.

Received Certificate of Excellence for outstanding performance during Operation Iraqi Freedom (2003).

Honored by the Third U.S. Army for exceptional service supporting the Free Iraq People’s conference in Baghdad (2003).

Achieved Star Performance Awards across multiple months for exemplary service, including at the Embassy of Egypt and during Ramadan and Eid holidays.

Recognized with a Certificate of Excellent Teamwork (2005) and for contributions to the opening of Sakura Noodles (2008).

Awarded Best Team recognition multiple times, and Employee of the Month for exceptional performance at Horeca Exhibition (2012).

PERSONAL DETAILS

Date of Birth: 7th Jul., 1981

Marital Status: Married

Nationality: Egyptian

Languages: Arabic (native), and English (proficient)