Artizian is a boutique Business & Industry contract caterer in London and the South East. We are passionate about making a positive difference to our customers and the planet, so together we can thrive. We positively contribute to our customers’ working day through the services we deliver and encourage eating consciously through nudging; what we at Artizian call intelligent eating. We know it helps maximise potential and peak performance, and enjoy helping companies future proof their catering and hospitality offerings. Artizian manage various sites in and around London & the South East, ranging from commercial restaurants, free issue sites, coffee bars, staff canteens, and hospitality services ranging from beverages, through working lunch, to fine dining and event catering. We work with each individual client to ensure our offers are bespoke and relevant to their audience. I am responsible for all site based activity including operations and finance, health & safety and compliance, food development, training and people. I am also responsible for contract renewals, negotiations and procurement.

I lead the training, brand compliance and events strategy & execution for Emirates Leisure Retail in the United Arab Emirates.ELR, a subsidiary of the Emirates Group, owns and operates a wide ranging portfolio of restaurants, cafes and bars across the Middle East, Australia and Asia. Operating over 300 outlets (including more than 80 outlets across 13 domestic and international airports), models range from franchise to own-brand, and all are designed to offer a premium experience at great value at all times of the day. Our proven track record in food and beverage has enabled us to partner with the ‘best in the business’, operating brands such as Costa Coffee, Hudsons Coffee, Pret a Manger, The Kitchen by Wolfgang Puck and giraffe.

Following the departure of the previous GM I covered this position in addition to my Head of Operations Excellence role for Emirates Leisure Retail (ELR). ELR operated c.155 stores across the UAE at this time, and I led a team of Operations Managers to deliver sales, profit and brand standards. This also involved training and international recruitment, new store openings of c.2 per month and full accountability for the profitability of the estate.

Our primary responsibility is to deliver against key performance targets - financial, guest and people for Costa Coffee UAE. I lead an operations team responsible for c.40 outlets in four different Emirates - Dubai, Abu Dhabi, Sharjah and Ras Al Khaimah, working with two Multi Site Managers to deliver our primary responsibilities.I was also the Change Project leader for key group initiatives within Emirates Leisure Retail. These include:Service quality management - leading the strategy to consolidate our position of delivering industry leading Net Promoter Scores across the group. Service optimisation - developing the plan to tailor our service and product, offering personalisation and customisation where possible to enhance the guest experience. Stock control and revenue growth - developing the plan to effectively manage the balance between food availability and waste, and providing new tools and ways of working to both increase revenue and consolidate profit. Pop up outlets and brand awareness activities - leading the strategy to improve brand awareness across the UAE, through pop up cafes (showcasing our Costa branded converted shipping container, our first Costa food truck and our ability to brand and take over existing commercial spaces for short periods of time) and marketing activations designed to engage, educate and enhance the knowledge and awareness of Costa Coffee in the UAE. Labour efficiency and planning - developing the process to improve workforce efficiency whilst maintaining operational excellence; planning and execution a staffing plan based on objectivity.

Responsible and accountable for the business in every respect with particular focus on the longer term aims of the business across multi sites.Develop people to grow sales and profit through positive communication which drives service and the delivery of brand standards and business results.Manage and support area teams to achieve high performance operational standards.

Responsible for effective and positive multi-channel communication with all of EAT's customers on a daily basis.Driver of service standards through implementation of training courses, best practice and complaint resolution.Targeted to cultivate and develop relationships with various homeless charities to donate food every evening.Whilst in this role I designed, implemented and managed a bespoke in-house mystery shopper vehicle to measure and drive service excellence, inviting and involving our own existing customers to help us do things better.

Overall responsibility for the successful operation of drive-thru restaurant with particular focus on sales & profit growth, recruitment, retention and people development.