Her Success Story as a Results-Oriented Restaurateur
Beginning her illustrious career at McDonald’s Singapore, Vivian was given multiple promotions and became one of the youngest Assistant Managers and Restaurant Managers within a short span of 3 years.
During her stint at McDonald’s, Vivian was given the opportunity to manage numerous outlets of high sales volume – from $100,000 sales per month to $500,000 sales per month. In addition, the sizes of the restaurants she had managed ranged from 1,500 square feet heartland mall to 6,000 square feet park concept in Singapore.
An Excellent Recruiter & Coach
As a Restaurant Manager, Vivian recruited more than 5,000 crew members. She had led them to excel in their areas of expertise and guided some to become outstanding Restaurant Managers, Business Consultants, Business Managers and even Brand Managers.
A Consistently Outstanding Business Performer
For 3 consecutive years (1998-2001), the outlets under her care clinched the prestigious “Gold Standard QSC” Award, an award given to recognize the outstanding outlet’s operation management in the area of excellent system management control and outstanding Quality, Service and Cleanliness (QSC) implementation.
Recognised for her performance and excellent achievement in people development, sales optimization, profit and QSC, Vivian received the highest accolade from McDonald’s – Outstanding Restaurant Manager Award for 5 consecutive years. She was also the recipient of Gold and STAR winner for the Excellent Service Award in 2004 and 2005. Thereafter, Vivian was promoted as Business Partner.
Unparalleled Capabilities to Manage Multiple Concepts & Portfolios
During her stint as a McDonald’s Business Partner, Vivian had the opportunity to manage different concepts, from 24 hour operation outlets, drive-through concepts, premium McCafé and birthday party concepts. She took up higher portfolios and was responsible for the brand development, restaurant operations, sales growth, financial performance, and people development of the various outlets under her care.
Achieving Milestone after Milestone
After a fulfilling and rewarding career, Vivian left McDonald’s and joined Cold Storage Singapore Pte Ltd as an Area Manager, looking after 16 units of 7-11 outlets with a combined turnover of more than $20 million. Those units spanned across different concepts and areas, ranging from theme park concepts at Sentosa, to concessionaire concepts in Changi Airport (both transit and departure), to residential and commercial concepts in HDB and shopping malls.
A Person of Impeccable Business Foresight
In recognition of her excellent performance in the area of people development, sales & profit and retail operations, Vivian was selected to join the fast track programme. Among the 30 Area Managers, she was nominated to represent 7-11 at the Cold Storage’s Talent Leadership Development Programme, which aims to develop future leaders for succession planning in Dairy Farm family of brands such as Cold Storage, Giant, Market Place, 7-11 and Shop & Save (currently known as Super Giant).
An Insatiable Passion for Training & Development
Having the passion for training and to pursue her desire to train, Vivian joined All Best Foods Pte Ltd in Sep 2012 as its Assistant Director, Operations and Training. She was tasked to oversee all training and operations matters. In the area of HR, Vivian assisted to develop and review the HR systems, consisting of recruitment, appraisal, compensation and benefits, retention and training programmes. The objective is to ensure the efficiency of the recruitment and selection process, as well as employee performance management.
With strategic planning and meticulous execution of recruitment plan, her team achieved 100% staffing needs for the 3 new outlets despite the tight labour market to contribute to the expansion of the Tip Top brand.
Vivian worked closely with her team to streamline the workflows and developed new food product menu items to revitalise various house brands. In addition, she developed and reviewed SOPs for food menu items, to ensure consistency in product quality and service standards.
Optimising Processes for Greater Profits
Vivian utilized the electronic Purchasing & Inventory (PI) system to manage yields and wastages; negotiated with suppliers to get better credit terms and source new suppliers for better prices, to minimise food costs from 40% to 30%.
With creative yet practical conceptualization, Vivian and her team developed a profit-driven menu and implemented several new SOPs (such as menu items) that resulted in higher productivity and efficiency of the company’s operations. Within a span of 6 months, they set up 3 outlets for Tip Top, and contributed to the increase in the market share and profitability by 5% and 10% respectively.
Possessing Audit Finesse
To ensure that systems and processes are being adhered to, Vivian developed and implemented rigorous audit systems and protocols. These systems significantly contributed to the sustainability and profitability of the business.
Well-Versed in Franchising
Currently the F&B Strategist at iFi Consultancy, Vivian had developed the company expansion plan for Porn’s and worked with the team to ascertain the feasibility of franchising. Thereafter, she developed the Porn’s franchising plan, which includes branding, business system, franchise fee structure as well as the growth strategy for the next 3 years.
Having implemented the franchise system for Porn’s, Vivian developed a set of comprehensive franchise manuals (e.g. operations manual, branding manual, F&B manual, etc.) for its use. This set of manuals aims help franchisees maintain consistency in terms of quality control and service standards, and remain true to the Porn’s brand.