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Wan Kok Wah

Wan Kok Wah

F & B Operation

Restaurants / Food Service

Kuala Lumpur, Kuala Lumpur

Social

About Wan Kok Wah:

Over 20 years of F&B experience.

Mainly responsible for: 

1. All activities on Profit & Lost especially on sales (target, analysis and improvement) & costing (COGS/Labor). 

2. Create, document, evaluate SOPs: - loophole and revision - training, physical record & evaluation 

3. Marketing & Promotion - gather competitive information, analysis and report - provide ideas and help to gather result vs plan 

4. Internal Auditing - SOPs - KPIs - Stock - hanky-panky 

5. Liaison - inter-department collaboration : HR/Marketing/Accounting/Purchasing - external vendor & supplier 

6. Miscellaneous - upkeep/maintenance - delivery platform

Experience

Jan 2022 – Present 8/2023
(1 year 8 months)		Senior Operation Manager
SMART LEGACY SDN BHD | Kuala Lumpur, Malaysia
 IndustryFood & Beverage / Catering / Restaurant
 SpecializationFood/Beverage/Restaurant Service
 RoleManagement
 Position LevelSenior Manager
 Management of 5 food courts in :
1. Central I -City - Food Empire
2. Aeon Shah Alam - Food Avenue
3. Aeon Maluri - Food Avenue
4. BBCC - Food Empire 
5. MyTown - Food Empire 

In charge :
1. direct managing a team of 3 outlet managers, 6 outlet supervisors and 26 drink service crews
2. direct managing a total of 25 external cleaners (outsource)
3. help tenant owner to manage a total of 88 tenant staff 

1. Profit & Lost Related
- COGS at 27%
- Labour Cost at 11%
- Propose, suggest and implement to help tenant stall to increase sales
(online delivery/promotion/new menu item/advertisement) to minimise rental commission of
20% of sales.

2. Internal Audit
- identify & rectify discrepancy on quality for service and product (beverage)
- control & monitor stock variance
- daily/weekly/monthly internal audit on cleanliness/SOP/cash related issue

- wastage
- theft
- product SOP compliance
- food court dining area & tenant stall kitchen cleanliness
- staff, tenant staff and external cleaner discipline

3. Maintenance/Repairing
- Ducting (include booster exhaust fan)
- Aircon (chilled water)
- Electrical, gas & water
- Periodical maintenance service
- External contractor and mall maintenance liaison

4. Operation
- Staffing (Hiring/Training/Disciplinary/Transfer/Performance Evaluation)
- Beverage Counter (SOP/Quality)
- Reporting
- Ad-Hoc
   
Nov 2017 - Nov 2021
(4 years 1 month)		Manager
Wow Cow | Malaysia
 IndustryFood & Beverage / Catering / Restaurant
 SpecializationFood/Beverage/Restaurant Service
 RoleManagement
 Position LevelSenior Manager
 Monthly SalaryMYR 6,600
 Job Scope :

1. Company Wise SOP (Revise & Create) for following departments:
  * purchasing
  * outlet operations
  * HR & admin
  * accounting
  * outlet
- Training of all involved personnel for the SOP
- Audit of SOP including the following :
  * issue of NCR for violation
  * follow up on rectification

2. P & L
- ensure all involved costing is correct :
  * COGS
  * labor cost
  * other direct & indirect operation cost

3. Operation
- Planning for new outlet opening
* staff hiring, management & allocation
* pre-opening stock in & stock management
- Management
* sales forecast
* maintenance & upkeep
* coaching manager & supervisor

4. IT 
- All POS related 
- All IT equipment related
- SQL Accounting software
- All IT troubleshooting problem related
   
Jan 2016 - Aug 2017
(1 year 8 months)		Senior Operation Manager
Souper Tang Restaurant Group S/B | Johor, Malaysia
 IndustryFood & Beverage / Catering / Restaurant
 SpecializationFood/Beverage/Restaurant Service
 RoleManagement
 Position LevelSenior Manager
 Monthly SalaryMYR 5,500
 Manage of :
1. 17 outlets across Malaysia.
2. An operation team consist of 1 operation manager (northern area), 1 area manager (southern area), 6 outlet supervisors, 8 assistant outlet supervisors, 1 restaurant manager, 1 operation executive & 1 personal assistant, 

Strategic Planning
- Profit & Lost Control
* increasing sales, sales target forecast & managing
* controlling costs - COGS, Labor, Utility, Maintenance & Upkeep, Logistic
* guidance and follow ups
* preparing outlet performance report

- SOP 
* monitoring and implementing compliance of SOP
* constantly investigate any loopholes and improving SOP details
* encourage outlet PIC to propose a better SOP based on their hands-on

- Budgeting & Forecasting
* derive quarterly and yearly budget for cost especially on COGS and labor
* inform & guide outlet PIC on the controlling of such budget target

- Marketing
* propose ideas on marketing strategies based on information gathered
* follow up and work with marketing personnel on marketing plan
* ensure outlet PIC understand and carry out marketing plan include feedback from 
customer & service crew

- Auditing & Control
* detailed monitoring on COGS (stock related) for any
# wastage
# abuse
# theft
# mismanagement or mishandling of cash and item
# any other hanky-panky

* detailed monitoring on labor issue for any customer service related
# training
# competency of service crew
# competency of outlet PIC

- Resource Allocation
* staff transfer
* outlet PIC transfer
* stock transfer

- KPIs, Review & Evaluation
* food QC
* service QC
* staff performance

- Motivation & Coaching
* giving guidance on above activities to outlet PIC

- Inter-Department Coordination
* coordination with other department such as account/finance, warehouse, 
production house, human resource dept, marketing dept, etc

- Franchise Operation
* helping on franchise material creation
* managing proposal in franchise fair
* follow up on potential franchisee
* helping initial franchise setup on staff training
   
Aug 2010 - Dec 2015
(5 years 5 months)		Management
3JC Meatball Sdn. Bhd. | Kuala Lumpur, Malaysia
 IndustryFood & Beverage / Catering / Restaurant
 SpecializationFood/Beverage/Restaurant Service
 RoleManagement
 Position LevelManager
 Monthly SalaryMYR 3,500
 In charge of 2 outlets – Equine Park & Plaza Law Yat

Staff Management :
- hire & screening
- training, monitoring & reporting
- staff transfer
- rules & regulations
- reward & punishment
- appraisal & review

Quality Control
- service (promptly & friendly)
- food & beverage (presentation & taste)
- tidy & cleanliness (ambiance & setting)

Outlet Financial Control
- cost of sales (food cost) about 30%-35%
- salary & wages 18%-20%
- direct utilities 5%
- upkeep 2.5%
- initial forecasting & budgetting

Stock Inventory
- ordering & storing
- preparation & wastage

Floor & Kitchen Operation : All SOP on documentation, implementation & enforcement.

Promotion Idea & Suggestion, Implementation & Review

Additional :
All 6 outlets’ POS programming and setting

All 6 outlet POS stock inventory setting & control

IT operations of head office, production house (central kitchen) & 6 outlets
   
2005 - Jan 2010
(5 years 1 month)		Manager
Exclamat!on Cafe
 IndustryFood & Beverage / Catering / Restaurant
 SpecializationFood/Beverage/Restaurant Service
 RoleManagement
 Position LevelSenior Manager
 Monthly SalaryMYR 2,500
 Own business, partnership with friends.

Menu
- new food & beverage design and/or enhancement

Customer Service
- order processing, input, monitoring & checking, delivery & feedback

Staff Management
- hire, screening, training, monitoring, rules & regulations, encouragement reward & punishment

Promotion & Advertising
- leaflet, brochure design & distribution, magazine and newspaper food column publishing, banner & voucher implementation, sales target implementation & achievement

Purchasing
- liaison to food & beverage supplier, price comparison, coordination, purchasing & payment, stock & costing control


** End of business

Education

Tunku Abdul Rahman College
Bachelor's Degree in Computer Science/Information Technology | Malaysia		 
MajorBusiness Information System 
CGPA3.0 / 4.0 

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