Mark Southall Email & Phone Number

Hong Kong Sar

Currently leading the development and launch of a new e-commerce platform featuring over 4,000 products. Implementing a comprehensive digital marketing strategy and streamlining internal processes with clear SOPs to enhance operational efficiency and business performance.

Global

As the Director of Operational Strategy at Synergius, I lead strategic consulting initiatives that focus on optimizing operations, controlling costs, and enhancing customer satisfaction across diverse industries. I specialize in developing SOPs, implementing digital marketing strategies, and streamlining company structures to improve efficiency and achieve measurable results.

Hong Kong Sar

Led the re-launch of Nissa La Bella, the flagship restaurant, and implemented operational improvements across six venues. Developed new SOPs and policies, resulting in a 16% revenue increase at Eiffel Bistro within the first month. Enhanced cross-functional team operations and significantly improved overall efficiency.

Asia-Pacific

Client: HSBC | Markets: Hong Kong, China, Singapore, Japan, India, AustraliaAs a dynamic leader overseeing HSBC's catering operations across six key Asian markets and supporting JLL’s operations in four additional countries, I implemented strategies that drove operational efficiency, enhanced service quality, and promoted sustainability. Through close collaboration with cross-functional teams, I fostered a culture of excellence that contributed to regional success. Key achievements include:• Turned around Japan’s catering operation, transforming a loss-making venture into a profitable one. Secured a $90K US subsidy and achieved a 6% profit margin during the pandemic.• Enhanced service and food quality in Singapore by working closely with the local team to eliminate pandemic-related cost-cutting measures.• Launched the Time2Eat app in Hong Kong, achieving up to 50% usage within the offices, enhancing both client and staff satisfaction.• Facilitated a seamless transition back to the office for HSBC staff by swiftly reassembling teams post-pandemic, ensuring minimal operational disruption.• Supported Australia's office revamp by introducing a sustainable café, aligning with the company's sustainability goals.• Introduced healthy eating and sustainability concepts in India, sourcing local produce and reducing coffee costs by 70% through innovative sourcing strategies.• Spearheaded a region-wide eco-labelling initiative, resulting in a 30% increase in meals sold with a lower environmental impact across multiple markets.

Hong Kong

I played a pivotal role in the successful launch of the prestigious Happy Valley Members Clubhouse, Hilltop in the Valley, overseeing the launch and management of multiple high-profile venues, including The Parade Action Kitchen, private dining rooms, The Ring fine dining restaurant, Sprinkles Cafe, and Teppanyaki Issho. This project involved leading diverse teams and ensuring seamless operational execution in a luxury, members-only environment.I developed and implemented comprehensive Standard Operating Procedures (SOPs), enhanced with user-friendly flow charts that significantly improved operational efficiency and service consistency across all venues. These SOPs were so effective that they were adopted across the entire Clubhouse, setting new standards for quality and consistency.

Dubai, United Arab Emirates

As the General Manager, I oversaw a highly complex operation consisting of 12 kitchens, a retail grocery division, and external concessions. My strategic leadership led to a 32% cost reduction, while driving financial success and operational efficiency. I was responsible for recruiting and training a high-performing team, ensuring seamless service across diverse dining concepts, and maintaining the highest standards of service quality. Additionally, I led the launch of a 100-seater terrace overlooking the iconic Dubai Fountains, further enhancing the venue’s reputation.Key achievements include:• Implemented strategic initiatives that reduced operational costs by 32% while maintaining service quality and improving overall financial performance.• Rapidly recruited and onboarded 20 new team members for the launch of a high-profile terrace dining space, showcasing strong project management and talent acquisition skills.• Managed multi-venue operations, ensuring consistent service delivery, cost control, and guest satisfaction across a complex operation.• Demonstrated expertise in cost management, team leadership, and operational excellence within a high-pressure, multi-kitchen environment.

Dubai, United Arab Emirates

As General Manager, I led a team of 120 employees, implementing strategic initiatives to improve service quality, team development, and operational efficiency. I developed and executed a leadership development program, promoting 7 team members to leadership roles, showcasing my commitment to talent development and team growth. I also oversaw operational enhancements, ensuring that the venue consistently met high standards in both service delivery and regulatory compliance.Key achievements include:• Managed a large team of 120 employees, driving operational consistency and service excellence across a high-volume venue.• Developed and implemented a progressive leadership program, promoting 7 aspiring leaders, significantly enhancing team capability and succession planning.• Led operational enhancement projects, achieving high marks in health and safety audits and improving overall service quality.• Demonstrated expertise in staff development, cost management, and guest experience optimization, ensuring consistent delivery of high-quality service.

Dubai, United Arab Emirates

As Operations Manager, I was responsible for the successful launch and operational management of multiple venues, including the Brunswick Sports Club and Muchachas Mexican Cantina, taking both projects from ideation through to full-scale implementation. I played a pivotal role in navigating the licensing process, ensuring compliance, and driving the strategic planning and execution of events to generate new revenue streams. Additionally, I collaborated closely with the Projects Manager and head office teams to streamline operations, ensure smooth launches, and manage day-to-day venue operations.Key achievements include:• Led the opening of Brunswick Sports Club and Muchachas Mexican Cantina from concept to full operational launch, overseeing every aspect from operational setup to licensing and team training.• Strategically planned and executed events, creating new revenue streams and enhancing customer engagement while promoting the venues as local favorites.• Implemented comprehensive Standard Operating Procedures (SOPs), improving consistency and efficiency across all operations.• Collaborated with cross-functional teams to drive operational success, ensuring venues ran smoothly and consistently met or exceeded service expectations.• Recruited and developed key leadership teams, ensuring that all venues were fully staffed and capable of delivering exceptional guest experiences.• Managed financial performance, overseeing budgeting, cost control, and profitability analysis for multiple venues.

Difc Dubai

In my role as Assistant General Manager & Head of Bar Operations, I was responsible for building the beverage department from the ground up, aligning the beverage offerings with the venue’s culinary vision in collaboration with Michelin Star Chef Greg Malouf. I took charge of the end-to-end management of the bar, from recruiting and training staff to menu conceptualization and stock control. Additionally, I played a key role in the high-profile launch event of Clé Dubai, which established the venue as a top dining destination in the region.Key achievements include:• Built and led the beverage department from concept to execution, overseeing menu development, staff recruitment, and operational setup.• Collaborated with Michelin Star Chef Greg Malouf to create a beverage program that complemented the restaurant’s fine dining experience.• Managed stock control and financial oversight for the bar operation, implementing systems that optimized cost control and ensured consistent quality.• Led a high-profile venue launch, which garnered attention and established Clé Dubai as a premier dining destination in the region.• Developed Standard Operating Procedures (SOPs) for the bar operations, ensuring consistent service standards and operational efficiency.• My second restaurant opening, with A-list celebrities such as Paris Hilton, Akon, Khloe Kardashian and Shah Rukh Khan.

Dubai, United Arab Emirates

As Assistant General Manager at Jamie’s Italian, I was integral to the success of both the Festival City and Jumeirah Beach Hotel locations. My leadership contributed to the Festival City restaurant winning prestigious accolades such as the Time Out and BBC Good Food awards. Additionally, I was a core member of the opening team at Jumeirah Beach Hotel, where I managed the operational setup and launched the venue within a luxurious 5-star hotel environment.Key achievements include:• Played a key role in the launch of Jamie’s Italian at Jumeirah Beach Hotel, overseeing the operational setup and ensuring a successful opening in a high-profile, luxury setting.• Contributed to Festival City’s success, which earned the Time Out and BBC Good Food awards for excellence in dining and service quality.• Managed day-to-day operations, leading a team to consistently deliver high service standards in a fast-paced, high-volume environment.• Developed and implemented Standard Operating Procedures (SOPs), ensuring operational consistency and enhancing team performance across multiple locations.• Led staff training and development programs, improving team skills and fostering a culture of excellence.

Dudley, England, United Kingdom

As the Director of Operations & Owner of Bar South Cafe Wine Bar, I had full responsibility for all operational, financial, and strategic decisions, ensuring the venue’s continued success. Through strategic contract negotiations and the implementation of new marketing initiatives, I drove consistent year-on-year profit growth. I extended the venue’s operating hours by modifying its license, transforming it into a sought-after destination for both locals and visitors. My focus on operational excellence and guest satisfaction helped position Bar South as a premier venue in the area.Key achievements include:• Increased operating hours by successfully modifying the venue’s license, leading to increased revenue and foot traffic.• Achieved consistent year-on-year profit growth by implementing strategic marketing initiatives and operational improvements.• Led contract negotiations, securing favorable terms with vendors and suppliers, ensuring cost control and quality consistency.• Oversaw all day-to-day operations, including staff management, menu development, and customer service, ensuring a high standard of guest satisfaction.• Developed and executed marketing strategies that enhanced the venue’s brand visibility and attracted a loyal customer base.• Built a strong, cohesive team through effective leadership, training, and employee development programs.

Birmingham, England, United Kingdom

Birmingham, England, United Kingdom

Dudley, England, United Kingdom