Assistant Operations & Training Manager

Beyond Holding Company

• Drive operational performance & strategic execution across multiple business units, ensuring alignment with corporate objectives.
• Lead & mentor branch managers & leadership teams to achieve financial, operational, & customer service targets.
• Oversee revenue optimization, cost control initiatives, & profitability improvement across all locations.
• Develop, implement, & standardize operating procedures, service standards, & training programs to enhance efficiency & consistency.
• Spearhead recruitment, onboarding, talent development, succession planning, & employee engagement initiatives.
• Ensure compliance with company policies, safety regulations, & quality assurance standards.
• Support business expansion through new branch openings, operational setup, & concept development projects.
• Analyze operational performance metrics & provide strategic recommendations to senior management.
• Champion a culture of continuous improvement, accountability, & exceptional guest experience across all branches.
• Lead training & development initiatives to strengthen leadership capabilities, operational knowledge, & service excellence throughout the organization.

Operations Manager (Acting Deputy General Manager)

miniBOUNCE

• Partnered with executive leadership to develop & execute strategic initiatives, business growth plans, & operational improvements.
• Managed budgeting, forecasting, financial planning, & cost-control measures to maximize profitability & operational efficiency.
• Led cross-functional teams across Operations, HR, Finance, Sales, Marketing, & Customer Service to achieve organizational goals.
• Developed & implemented marketing, promotional, & customer retention strategies to increase revenue, brand awareness, & guest loyalty.
• Established & optimized SOPs, policies, & performance standards to improve service quality & operational consistency.
• Spearheaded recruitment, talent development, employee engagement, & leadership succession initiatives.
• Monitored KPIs & business performance metrics, implementing corrective actions & continuous improvement strategies where required.
• Championed a customer-centric culture, ensuring exceptional guest experiences & high service standards across all touchpoints.
• Served as Deputy General Manager, assuming full leadership responsibility & decision-making authority in the absence of the General Manager.

Deputy General Manager

Trampo Extreme

• Directed company-wide operations, ensuring the achievement of financial, operational, & customer experience objectives.
• Managed multi-site facilities ranging from 450 sqm to 3,500 sqm, driving consistency, efficiency, & service excellence.
• Led business planning, budgeting, financial performance monitoring, & cost optimization initiatives.
• Collaborated with executive leadership & stakeholders to develop & execute strategic growth, expansion, & investment plans.
• Oversaw cross-functional departments including Operations, Finance, Human Resources, Information Technology, Marketing, & Sales.
• Developed & implemented annual business plans, commercial strategies, & marketing initiatives to support revenue growth & market expansion.
• Established operational policies, performance standards, & governance frameworks to strengthen organizational effectiveness.
• Led talent development, leadership succession planning, & company-wide training initiatives to build high-performing teams.
• Represented the organization at major international industry exhibitions & conferences, including IAAPA & DEAL, identifying emerging trends, strategic partnerships, & new business opportunities.
• Prepared executive reports & performance analyses, providing senior leadership with actionable insights to support strategic decision-making.

Operations Manager

Trampo Extreme

• Directed day-to-day operations across four locations, ensuring operational efficiency, consistency, & compliance with company standards.
• Oversaw facility maintenance, health & safety, security, & asset management to ensure a safe & fully operational environment.
• Developed & managed annual operating budgets, monitored financial performance, & implemented cost-control initiatives to maximize profitability.
• Led business development initiatives, identifying new revenue opportunities & enhancing overall commercial performance.
• Established & monitored key performance indicators (KPIs), driving continuous improvement & operational excellence across all departments.
• Managed, coached, & developed departmental leaders & frontline teams to strengthen performance, accountability, & employee engagement.
• Ensured exceptional guest experiences through the implementation of service standards, quality assurance measures, & customer satisfaction initiatives.
• Collaborated with senior leadership on strategic planning, operational improvements, & long-term business growth initiatives.
• Conducted regular operational reviews & performance analyses, implementing corrective actions to improve productivity & efficiency.
• Fostered a culture of safety, teamwork, & continuous improvement across all locations.

Store Manager

Trampo Extreme

• Directed daily operations of the facility, ensuring smooth execution of activities, exceptional customer service, & operational excellence.
• Managed staffing, scheduling, performance management, & team development to maintain a motivated & high-performing workforce.
• Oversaw facility maintenance, equipment functionality, & preventive maintenance programs to ensure a safe & fully operational environment.
• Administered operational budgets, controlled expenses, & monitored financial performance to support profitability objectives.
• Ensured full compliance with health, safety, security, & company policies, maintaining the highest standards of risk management.
• Led employee training, coaching, & development initiatives to enhance service quality & operational effectiveness.
• Monitored operational performance & implemented process improvements to increase efficiency & customer satisfaction.
• Managed inventory, procurement requirements, & vendor coordination to support uninterrupted business operations.
• Handled customer concerns & service recovery situations, ensuring positive guest experiences & reputation.
• Fostered a culture of teamwork, accountability, & continuous improvement across all departments.

Assistant Operations Manager

Minopolis – Al Khaleejiyah

• Assisted in directing daily operations, ensuring exceptional guest experiences & the consistent delivery of company standards.
• Managed operational performance across multiple activity stations, maintaining service quality, functionality, & safety.
• Developed & implemented operational procedures, SOPs, & emergency response plans to enhance efficiency & risk management.
• Controlled budgets, inventory levels, procurement activities, & resource allocation to support operational & financial objectives.
• Coordinated workforce planning, scheduling, & staffing requirements to ensure optimal operational coverage.
• Monitored compliance with health, safety, security, & operational standards, maintaining a safe environment for guests & employees.
• Led operational audits & performance reviews, implementing corrective actions & continuous improvement initiatives.
• Collaborated with senior management on business development initiatives, new attractions, & operational enhancement projects.
• Supported employee training, coaching, & performance development programs to strengthen team capabilities & service delivery.
• Prepared operational reports & performance analyses to support informed decision-making & business growth.

Duty Manager & Head of Visitor Services

M.H. Alshaya - KidZania

• Directed day-to-day operational activities, ensuring smooth facility operations & high standards of guest satisfaction.
• Led & developed the Visitor Services team, fostering a customer-focused culture & delivering exceptional service standard.
• Managed customer relations, complaint resolution, & service recovery initiatives, ensuring positive guest experiences & brand loyalty.
• Supported operational planning, workforce coordination, & performance management to achieve operational objectives.
• Oversaw cash handling procedures, end-of-day reconciliations, & compliance with company financial controls.
• Monitored service quality & operational performance, implementing continuous improvement initiatives where required.
• Assisted in recruitment, onboarding, training, & development of frontline team members & supervisors.
• Coordinated with cross-functional departments to ensure seamless execution of daily operations & special events.
• Ensured compliance with company policies, safety standards, & operational procedures.
• Analyzed guest feedback & operational data to identify opportunities for service enhancement & operational efficiency.

Reservations Sales Specialist, Receptionist & Concierge

Four Seasons Hotels & Resorts

• Managed reservations & guest inquiries, ensuring efficient booking processes & exceptional customer service.
• Built & maintained strong relationships with guests, delivering personalized experiences that enhanced customer satisfaction & loyalty.
• Supported sales & revenue-generation initiatives through effective upselling, cross-selling, & promotion of hotel services & facilities.
• Coordinated front desk, concierge, & guest relations activities, ensuring seamless service delivery throughout the guest journey.
• Handled VIP guests, special requests, & service recovery situations with professionalism & discretion.
• Maintained accurate reservation records, reports, & operational documentation in accordance with company standards.
• Collaborated with multiple departments to ensure efficient communication & a consistently high-quality guest experience.
• Assisted in preparing operational & performance reports to support management decision-making.
• Ensured compliance with Four Seasons brand standards & luxury hospitality service expectations.
• Contributed to the achievement of guest satisfaction, service quality, & revenue objectives within a highly competitive hospitality environment.

International Hospitality Management & Business Administration

American University of Culture & Education