HENRY NII OKPOTI ODOI AIRLINE/ REMOTE/MISSION / HOSPITALITY CATERING Full Name: Henry NiiOkpoti Odoi Email : kinghens@gmail.com Contact : +233(0)235 693 345 | +233(0)244 693 345 Location: P.O. Box KA 16114, Airport, Accra, Ghana, West Africa PROFESSIONAL “Happiness is not in the mere possession of money; it lies in the joy of achievement, in the thrill of creative effort” CAREERPROFILE An award holder,performance driven, highly analytical, versatile and resourceful results orientedAirline/Remote / Industrial Catering professional, dedicated to making each crew or passenger’s trip completely memorable through impeccable service Exceeding guests' expectations, in terms of safety,security and service while offering a unique taste of hospitality, culture, warmth and generosity Poised, confident and seasoned orator with proven track record of success in providing excellent customer service Tactful and pleasant in complex situations, following personal and professional code of ethics Computer deft, intelligent, proactive with leadership drive and ready to take up any challenging task in any environment Glorious career spanning over years in the practical and management of food service operations and Food Safety Management (HACCP) Well-versed in Airside operations which focused on: Aircraft handling(Catering and de-catering aircraft), Catering Loading Equipment and Transportation, Airline / Aviation Security, Management of Ramp Safety, Training and Development (Company Trainer) Effectively involved in Apron Services activities notably the conduction of Ramp Safety and Security audit / inspection by reputable international organization and major airlines CAREERSKILLS Hospitality Management, Team Management Food and Beverages, Multicultural Awareness Health and Safety, Managerial Skills Customer Gratification, Quality Control skills , RESUME PAGE 2 Henry NiiOkpoti Odoi , PROFESSIONAL ACHIEVEMENT Restructuring:Restructured the Operations Department of all the companies I worked with, which has proved to be an effective and viable department of the company Awards:Contributed immensely to awards through total involvement and strong support towards ancillary areas of in-flight catering operations/ remote / mission / industry catering: - British Airways Service & Safety Excellence Award 2008 - 2009 - British Airways Quality Award(Africa) 2008 - Winner of Lufthansa Gold Quality Award(Africa) 2004 - Best Airport Unit Award(Ghana) 2003 - Winner of Lufthansa Silver Quality Award(Africa) 2003 - Winner of Lufthansa Silver Quality Award(Africa) 2002 Safety Procedures Transport staff Quality Service Delivery:Established an effective and efficient system of quality service delivery to customer airlines or clients or contingents Relationship Building: Established effective relationship between operations staff and cabin crew / clients or contingents Certification:Recipient of: Development:Established Standard company safety procedures for all operations / - Human Factor Course - Safe Turnaround Safety Course Certificate by Emirates( UAE) - Foreign Object Debris (FOD), Safety on Ramp, A/C evacuation on ground Certificate - Safety and Security, Food Safety, Aircraft offloading and loading, Positioning Hi-loader to and from Aircraft Certificate - Cabin door operation, Accident / Incident reporting, Customer Care, Safety Operation Procedure Certificate - Occupational Health, Safety & Environment; Courageous Leadership;First Aid RESUME PAGE 3 Henry NiiOkpoti Odoi WORK SUMMARY GCC SERVICES - UNAMID / UN (UNITED NATIONS AFRICAN MISSION IN DARFUR) - OPERATIONS-LOGISTICS & SUPPLY CHAIN OPERATIONS MANAGER - FEB,2015- JAN., 2016 Overall responsible for P&L for GCC Services contract with UNAMID (African Union - United Nations Mission in Darfur). This includes vehicle maintenance, delivery costs, warehouse stock, import of goods, purchase of goods on the local market and International staff accommodation. Oversee a staff of over 300, International and Local, over 4 locations, 3 in Darfur and 1 in Khartoum, to ensure that all deliveries are picked as requested and delivered on time. Ensuring that all deliveries are picked as requested and delivered on time. Leasing with government departments and Ministers, shipping lines, clearing agents, suppliers and the UN. Ensuring all legal and commercial documentation is processed within the given time frame. Drove depot improvements to obtain ISO 22000 accreditation. Foster harmonious relations with the client. Directs workload with other managers Daily / Weekly / Interaction with Field and directs workload with other managers Leading the activities for inbound, Outbound, and shipping departments to meet / exceed customer service level requirements. LINDHENS CATERING SERVICES OPERATIONS MANAGER - JAN,2011- 2014 OPERATIONS MANAGEMENT o Operations Planning & Scheduling:Managed day-to-day functions for the along with production, dispatch planroster and operations schedules o Facilitation Management:Coordinated activities concerning tray setting, bar packing, meal packing, transportation, handling, communication, safety, security and maintenance RESUME PAGE 4 Henry NiiOkpoti Odoi o Administrative Management: Evaluated and implemented corrective initiative actions andmaintained a thorough knowledge of in-flight departmental practices o Maintenance Management:Prepared and integrated vehicle maintenance schedules o Health & Safety:Managed security and safety audit/inspection to comply with occupational health and safety regulations o Correspondence:Assisted with all correspondence coming through the office received, sorted and distributed to all concerned authorities HUMAN RESOURCE MANAGEMENT o o o o o o DOCUMENTATION MANAGEMENT o o o o o Training & Development: Provided training to staff, drivers and operations staff and assigned job descriptions Recruitment & Staffing: Assisted in the induction of the new recruits by endorsing them to operations for on the job inductions and provided them information on staff transportation schedules, housing assignment and duty schedules Meeting Management: Attended meetings to represent the company Performance Management: Assessed the performance and appraisals of staff annually Staff Management: Managed all operations staff and diversion duty on time as per roster and inspected the uniform attire and personal hygiene Team Management: Assisted the operations manager to maintain high level of staff discipline and moral Invoicing: Coordinated issues / complaints concerning delivery notes, wrong encoding and other problems to ensure proper month end reconciliation and error free invoicing Documentation Processes: Prepared departmental budget in joint consultation with the, General Manager, and the Chief Financial Officer Report Management: Devised departmental status report also maintained and updated the filing system to ensure that documentation is easily accessible. Data Collection: Assisted with the data collection used for the preparation of monthly reports by the department head on cost, compliance, service and human capital initiatives Records Management: Managed members including email remainders, member rosters and record keeping with duties that included disciplinary actions, special requests, program scheduling etc. CUSTOMER RELATIONSHIP MANAGEMENT o o Customer Services: Ensured efficient and effective quality service delivery to all customers Liaising Services:Liaised with customers for effective control of all equipment and bonded warehouse RESUME Henry NiiOkpoti Odoi PAGE 5 QATAR AIRCRAFT CATERING COMPANY INFLIGHT OPERATIONS - MAY,2014-AUG,2014 Operations Management: o Handling ofOperations and controlling the Unit activities as a whole. o Managing all operational aspects of Flight Catering during and ensure that the in-flight product is delivered to agreed standards and within budget and on time o Controlling the day to day running of the Operation Section. Flight Duties Monitoring: Maintaining and monitoring daily flight duties ensuring accuracy, consistency and timely availability to clients/customers Quality Assurance: Ensuring that the quality, style and concept of the QR food & beverage product, is correctly delivered on Flights. Food Safety Assurance:Making sure all food safety and HACCP procedures of the company are adhered to and all staff and other resources are correctly used and productivity ensured. Staff Leadership and Training: o Managing, leading, and training all staff in order to create dynamic, high-performance Operations Team that can meet the operational needs o Monitoring Duty Officers, Duty Supervisors, Team Leaders, Customer Service Agents, Dispatch Agents performance in day to day running of Catering Operation. o Ensuring maximum staff productivity by implementing proper staff duty rosters for ramp and dispatch operations o Ensuring hygiene standards are maintained throughout the catering unit, following HACCP criteria, operations procedures in compliance with SOPs Scheduling and KPI’s:Assuming role as an in-Charge of scheduling, roster all departmental staff and achieving KPI's to the role as helping to create reports for monitoring of key figures based on business requirement RESUME Henry NiiOkpoti Odoi PAGE 6 ADEL ABULJADAYEL FLIGHT CATERING, RIYADH & JEDDAH BRANCH UNIT & BRANCH MGR /OPERATIONS SPECIALIST - JAN,2014-APR,2014 Planning and implementation, Ensure the policies defined by Unit and company are followed, Provide the data for annual work plan and preparation of budget, Implement a short-term business plan by working in coordination with other related touch points, to take the corrective and preventive actions in case of important deviations, Supervise the economic and business performance of the unit. Ensure effectively managed and controlled policies within the company convenient to market conditions. Ensure that all the materials needed are ordered, Ensure that the working methods are to company standards Provide Quality and Food Safety management, to ensure the system is reviewed periodically and to follow the required corrective/preventive actions, Contribute to creating the Quality and Food Safety policy, targets and strategy and to ensure the implementation Ensure that Safety, Health, Environment and Quality rules defined by Corporate and Local Regulations and customer needs are followed. Catering Operations: o Provided support to the 24/7 Catering Operations Team as well as ensuring that every flight departs on time, with the agreed menus, stores, bars and equipment o Executed all operational activities and followed up to ensure that all caterers deliver service and products to the defined specifications for all airlines and perform to the desired level o Resolved operational issues affecting the existing catering schedule and meal patterns o Provided operational inputs for daily senior management briefings as required as well as examine and recommend changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan o Implemented control measure for meals wastage and catering equipment flow where necessary RESUME Henry NiiOkpoti Odoi PAGE 7 o Ensured the operational part related to workforce management and specific contact centre applications are running in the Contact Centretogether with the Operations Manager o Worked to streamline operations related process flows, gather and analyse operational data in support of process enhancements and, business cases, proposed projects and system and staffing business requirements are all important aspects of this role o Assisted the Operations managers in scheduling, rostering and achieving KPI's integral to the role as will helping to create reports for monitoring of key figures based on business requirement Recommendations:Made recommendations for improvement of existing operational processes and procedures as well as participating in communicating user guidelines and handling administrative and operational applications AFRICAN BARRICK GOLD MINE(AKO CATERING; GROUP 5 CATERING; MDM ENGINEERING CATERING; ENI CATERING) ASSISTANT COUNTRY PROJECT MANAGER - OCT, 2013-DEC.,2013 Operations Management: o Performed scheduling, rostering and achieving KPI's as an integral to the role as well as helping to create reports for monitoring of key figures based on business requirement o Provided support to the 24/7 Operations team as well as ensuring that everything is on time, with the agreed menus, stores, bars and equipment o Ensured catering team is efficient and effective in managing their respective departments inline with set KPIs o Represented, participated and contributed in catering related seminars , exhibitions o Developed an excellent rapport and have direct communication with client’s project heads o Report weekly to the Business Manager submitting daily reports,inventory counts etc o Obtaining pre-approval from the clients and the business heads o Coordinating travel and special events o Managing office requirements including office supplies, and all other requests o Segrecate crews and all other staff workers into designated quiet area accomodations, and postings RESUME PAGE 8 Henry NiiOkpoti Odoi o Posting of camp rules in areas visible to all residents o Provide front desk services for the camp, including welcoming guests,guest check-in and out, customer service Production Facilities Administration: Ensured administration of all production facilities, including the supervision of all staff to ensure that targets and specifications are met in accordance with client’s requirements. Document Control: Organized and update project related files,electronic and hard copy,working and liasing with head oofices. Also providing day to day administration support, data entry,photocopying, schedule meetings etc Product Development and Designing:Conducted menu presentations, including product development and designing of new menus meeting clientsrequirements and specifications Hygiene Assurance:Ensured hygiene standards are maintained throughout the catering unit, following HACCP criteria. Also that these are practiced daily and monitored. Cost Maintenance:Achieved and maintained low food costs within the unit in accordance with company requirements Project Supervision:Responsible for overall performance of camp while ensuring exceptional client satisfaction as well as maintaining a positive work environment. NEWREST FIRST CATERING OPERATIONS MANAGER - JULY, 2011-JANUARY, 2013 Operations Management: o Managed day-to-day functions for the department o Maintained a good relationship between management and staff o Maintained a thorough knowledge of in-flight department practices o Prepared production and dispatch plan o Made roster, flight operations schedules o Oversaw staff recruitment o Performed evaluation and commendation, as well as initiate corrective actions and followed up if needed o Trainedstaff members o Assigned job description to staff RESUME Henry NiiOkpoti Odoi PAGE 9 o Coordinated all activities concerning tray setting, bar packing and meal packing, loading the various customer airlines, transportation, aircraft handling, communication, ramp safety, security and maintenance o Preparedairline meal orders o Conducted assessment of annual staff appraisals o Attended meetings to represent the in-flight service department / company o Wrote departmental status report o Assisted with the handling of all correspondence coming through the office by receiving, sorting and distributing to all concerned and initiate the action as per their advice o Established, maintained and updated the filing system to ensure that documentation is easily accessible o Continuously followed-up pending matters and co-ordinated with the concerned persons in order to close-out any pending work orders and/or tasks o Maintained office supplies for the different operational departments o Coordinated issues / complaints concerning delivery notes, wrong encoding and other problems to ensure proper month end reconciliation and error free invoicing o Attended to all incoming calls and ensured that all messages are delivered promptly o Carried out any other duties and tasks as assigned by the divisional head Service Excellence:Ensured efficient and effective quality service delivery to customer airlines Liaising:Liaised with customers for effective control of airlines equipment bonded warehouse Training and Development:Trained drivers and airline operations staff Vehicle Maintenance:Prepared vehicle maintenance schedules Inspections:Prepared security and ramp safety audit/inspection Departmental Budget Development:Prepared departmental budget in joint consultation with the Unit Manager, General Manager, and the Chief Financial Officer Talent Acquisition:Assisted in the induction of the new recruits by endorsing them to operations for on the job inductions, and provided them information on staff transportation schedules, housing assignment, duty schedules Data Collection:Assisted with the data collection that is used for the preparation of monthly reports by the Department Head on cost, compliance, service and people initiatives Occupational Health and Safety:Complied with Corporate Occupational Health and Safety Responsibilities Standards RESUME PAGE 10 Henry NiiOkpoti Odoi NEWREST FIRST CATERING ASSISTANT OPERATIONS MANAGER - 2007 - 2011 Planning and Executing:Assisted with planning, and executing of all events Member Management:Performed member management, including email remainders, member roster ,and records keeping with duties that includes disciplinary actions, special requests, program scheduling Administrative Operations: o Assumed role for input data, office errands, scheduling appointments, assisting staff with their work in the office and field o Assisted with all other office administrative duties o Received meal orders, office phone calls o Oversaw the general organization and supervision of the tray set up, packing, and loading o Checked all operations staff and diversion duty on time as per roster. Inspected the correct uniform, personal hygiene and free from alcohol abuse o Prepared duty, dispatch officers roster o Maintained general cleanliness and high standards of hygiene in the operational areas o Oversaw the day-to-day maintenance of vehicles, equipment and the facility at large and any irregularities reported to the operations manager o Assisted the operations manager in maintaining high level of staff discipline and moral Airline Operations: o Checked vehicles to ensure all are properly cleaned and in good condition o Ensured all deliveries are covered with “Delivery slips” and properly signed by recipients o Supervised and assisted with monthly inventory of airline equipments Safety and Security:Ensured compliance with airside Safety and Security procedure NEWREST FIRST CATERING SENIOR FLIGHT SUPERVISOR / DISPATCH OFFICER - 2006-2007 Catering Operations: o Prepared daily catering schedules o Ensured catering figures of the various airlines to production on schedule RESUME PAGE 11 Henry NiiOkpoti Odoi o Signed requisitions for both equipment and dry items, diary items from purchasing o Monitored flight movements, as well as ensured effective supervision at loading and dispatching catering truck by scheduled dock departure time o Performed immediate dissemination of information to the various sections especially last minute production orders, SPMLs and additional request o Ensured customs formalities and documentation are complete prior to dispatching catering truck, as well as security procedures adhered to o Met non- schedule flights and obtaining meal orders o Reported daily operational activities / occurrences o Conducted comprehensive hand over at the close of every shift Equipment Specification:Informed management about any irregularities concerning equipment and to ensure that the right type of equipment is set according to the airline specification Production and Dispatch Planning:Used the “production” and “dispatch plan” effective for on time delivery Staff Supervision:Prepared and amendment of staff rosters according to workloads Cleanliness and Hygienic Condition:Maintained perfect cleanliness and hygienic condition in the airlines holding rooms NEWREST FIRST CATERING JUNIOR FLIGHT SUPERVISOR&FLIGHT SUPERVISOR - 2004 - 2006 Food and Beverages-Airlines: o Performed packing and loading meals o Prepared itinerary for every staff, and made sure clients specifications are followed o Led the team to make sure everything is on time, of good quality, and well organized o Checked holding fridge, room temperatures( HACCP) o Wroteflight labels o Security check of meals, trays, beverages and carts/trolleys o Presentedmeals and trays to flight attendants o Managed tray setting o Suggested meals to clients Supervision and Training:Trained and supervised work and wrotereports Office Management: Performed record keeping and office management RESUME PAGE 12 Henry NiiOkpoti Odoi NEWREST FIRST CATERING GROUND CATERER, EQUIPMENT DEPARTMENT - DEC., 2000 -2004 Flight Services: o Cleaned and sanitized china wares, cutleries, trays, drinking glasses etc. o Set of trays for flight services o Packed and arrangedequipments, bars/beverages for flight services NEWREST FIRST CATERING QUALITY ASSURANCE - OCT.2000-DEC., 2000 Performed general cleaning Airlines serving/ served include: Iberia Airlines City Link Lufthansa Airlines Aerogem Charter KLM Airlines Air Ghana South Africa Airlines Aero contractors Emirates Airlines Orient Thai Air Namibia Omni Air International United Airlines Afriqiyah Brussels Airlines Gambia Bird North American Airlines Malaysian Airline Air Ivoire Cathay Pacific Kenya Airways Aerofloat Russian Airline Delta Airlines AirNiamey Middle East Airlines Egypt Air Air Shuttle Iran Airline British Airways Kuwait Airline Air Nigeria Eritrean Airline Etc RESUME PAGE 13 Henry NiiOkpoti Odoi Britania Airlines Meridian Airlines etc Diplomatic VVIP / VIP Services include: United Nations Charters Al Ghazzan Aviation Al Naghi Co AlTameer Company Arabasco Asyad Group Bexair Bugshan Aviation Dallah Aviation ExecutiveJet Middle East Jet Aviation Link Aero Mid East Jet Prestige Jet Saudi Aramco Saudi Oger Samco Aviation Zeem Corporation The Australian Ambassador Charters The German President Charters The German Foreign Affairs Minister Charters The German Air Force Charters The Japan Prime Minister Charters The Swiss Ambassador Charters The US President Charters The Spanish Prime Minister Charters RESUME Henry NiiOkpoti Odoi PAGE 14 PROFESSSIONAL LEARNING COURSES - 2015 ALISON, REPUBLIC OF IRELAND - DIPLOMA IN SUPPLY CHAIN ALISON, REPUBLIC OF IRELAND - DIPLOMA IN PROJECT MANAGEMENT ALISON, REPUBLIC OF IRELAND - DIPLOMA IN HOSPITALITY MANAGEMENT SHIPPING COLLEGE, REPUBLIC OF UK - CERTIFICATE IN SHIPPING PROFESSSIONAL LEARNING COURSES - 2014 UNIVERSITY OF WASHINGTON EDUCATIONAL OUTREACH - CERTIFICATE IN INFORMATION TECHNOLOGY: CONNECTIONS; PROGRAMMING; DATABASES PRAXIS42 TRAINING ELEARNING, ENGLAND - CERTIFICATE IN FIRE SAFETY & CERTIFICATE IN FOOD HYGIENE LEVEL 2 ALISON, REPUBLIC OF IRELAND - DIPLOMA IN OPERATIONS MANAGEMENT GLOBAL HEALTH E-LEARNING USA - CERTIFICATE IN HEALTH BUSINESS SAFETY & HEALTH CERTIFICATES IN: - SMP(20) Code; OHSE Construction; Legislation & Risk Assessment; Safety Management; Chemical Agent Hazard; Biological Agent Hazard; Physical Agent Hazard;Psychosocial Agent Hazard – Health & Safety Authority. RESUME Henry NiiOkpoti Odoi PAGE 15 EDUCATIONAL QUALIFICATION MUST UNIVERSITY, USA - 2010-2013 BACHELOR’S DEGREE OF BUSINESS ADMINISTRATION (ENTREPRENEURSHIP) STONEBRIDGE COLLEGE, UK - 2012 PROFESSIONAL DIPLOMA (AIRLINE & AIRPORT CUSTOMER CARE) STONEBRIDGE COLLEGE, UK - 2008 PROFESSIONAL DIPLOMA (INTERNATIONAL PURCHASING AND MATERIAL HANDLING) AVIATION COLLEGE, UK - 2007 PROFESSIONAL DIPLOMA (CABIN CREW) PENN FOSTER HIGH SCHOOL, USA - 2003-2006 HIGH SCHOOL DIPLOMA SCALA COMPUTING ACADEMY, ACCRA - 2000 CERTIFICATE (DESKTOP PUBLISHING & PRESENTATION) KINBU SECONDARY TECHNICAL SCHOOL, ACCRA - 1997-1999 SENIOR SECONDARY CERTIFICATE LA GREAT SAINT PAUL’S JNR. SECONDARY SCHOOL, ACCRA - 1993-1996 BASIC EDUCATION.CERTIFICATE RESUME PAGE 16 Henry NiiOkpoti Odoi PROFESSIONAL SKILLS Leadership expertise Planning and time management skillfulness Aptitude to conceptualize and implement novel ideas Problem solving and decision making abilities Sound ability to learn fast and grasp information easily Quick learner, dedicated, innovative and self-motivated team player Committed to maintaining work quality, accuracy and efficiency Positive attitude and quick learner with the ability to adapt to new challenges Superbly organized and able to meet deadlines and perform under pressure Strong customer service ethic A positive, approachable personality, with ability to manage staff Ability to write effectively, communicate verbally Excellent team leader and a player Able to work without supervision Able to work under pressure, making decision and solving problems on the spot Ability to handle subordinates without problems Experience working in a multi-cultural environment Experience in a supervisory role in an airport / mission / industry catering services Ability to resolve customer complaints and anticipate emerging customer needs to continue improved service standards PERSONAL INFORMATION Full Name : Henry NiiOkpoti Odoi Date of Birth : 27thJune, 1981 Marital Status : Married Hobbies : Reading, Singing, Cooking, Travelling, Soccer Languages : English (Written and Spoken) RESUME Henry NiiOkpoti Odoi PAGE 17 REFERENCES Julia Schmitz - Regional manager Catering Operations – EMEA - Cell +33 603981382 / Office +33 174294272 - Email: julia.schmitz@delta.com Ali Azam - UNAMID (Chief Rations Operations, - Sudan) - Email: azam@un.org / Azam3484@yahoo.com Moses Ndiangui - UNAMID (Chief of Rations, - Sudan) - Email: ndiangui@un.org Harry Ohene Akrofi - Gulf Catering Company (Project Manager, Sudan) - Email: hnakrofi@yahoo.com Mrs. Victoria Vaughan Williams - Station Manager, Delta Airlines – Accra, Ghana - Cell +233(0)27 7556412 - Email: viki.vaughanwilliams@delta.com Mr. Kennedy Amoako-Atta - Emirates Airlines Manager – Accra, Ghana - Cell +233(0)244 626 234 / Office +233(0) 244311 376 - Email: kennedy.amoako-atta@emirates.com Pierre Burgi - Newrest First Catering (General Manager, Lusaka, Zambia/Former Unit Manager-Accra, Ghana) - Email: pierre.burgi@bluewin.ch RESUME