Stone Lai Email & Phone Number

Hong Kong Sar

Hong Kong, Hong Kong Sar

Duty- Directly report to Head of Operations- Take part in re-branding campaign- Establish Standard Operation Procedure manual- Implement strategies to grow the business and achieve targets- Oversee day to day operations and monitor overall performance of the chain of outlets to maximize sales and productivity- Involved in establishing new storeAchievements- Barista training programme established- Established new store in Harbour City which service style to the brand- Decreased turnover rate from 60% to 25%- 400% of new products launched achieved compared to last year

Hong Kong Sar

Duty- Establish and manage pop-up store and crossover events- Manage franchisee accounts- Responsible for R&D of new core and festive menu items- Coordinate with, report and make recommendations to director in order to drive business growth- Marketing supportAchievements- Established 5 pop-up store in 3 different malls- With the new menu items launched, achieved 20% incremental sales- Collaborated with local handcraft artist, illustrator and local brands for integrated marketing campaign- Set up new branchs in Emperor Cinemas

Hong Kong Sar

Duty- Member of the Hong Kong region pioneer opening team- In charge of two outlets in Causeway Bay area.- Develop and train a high-performing workforce for new store- Optimize workflow to maximize sales revenue- Monitor, coach, and motivate team members to deliver professional & attentive customer service that beyond customers expectationsAchievements- The best manager of 2019- Assisted in new stores establishment with minimal supervision by the Operation manager- Broke the highest sales record in Hong Kong region for over 5 times within 3 months- Trained a team and was awarded the champion in the National Skills Competition of HEYTEA, which involved 600 teams.- Maintain high level of customer satisfaction- 83% waiting time was decreased on all ordering platforms- Zero order rejection achieved on online ordering platforms

Hong Kong

Duty- Manage day-to-day operations and monitor performance of retail shops to maximize sales and productivity, manpower efficiency and deliver quality customer service- Enhance and implement Standard Operations Procedures and Company Policies- Recruit and train front line staff with shop hygiene, health & safety, food preparation skills and service standard- Handle HR matters for such as attendance record, duty roster, documents follow-up etc.- Maintain efficient communication between shop and internal departments- Assist customer service team to handle customer feedbackAchievements- Maintain high quality in service and productions with least supervision from Operation Manager- Appointed to handle VVIP such as celebrities and politicians- Achieved the highest mooncake and CNY Deluxe Chest sales in 2017 and 2018- Trained an opening team for new store