OMAR SULTAN
Riyadh
Summary
Results-driven Operations Leader with over 20 years of experience managing high-volume, customer-centric environments and leading large, multi-site teams of up to 500+ employees. Proven track record of driving sales growth, optimizing P&L performance, and enhancing customer experience through disciplined execution and operational excellence. Brings strong, transferable expertise in large-format retail operations, with hands-on experience in pre-opening, SOP implementation, workforce development, and commercial performance optimization. Recognized for building high-performing teams, improving operational efficiency, and delivering measurable business results in fast-paced environments.
Overview
28
28
years of professional experience
Work History
Vice President of Operations
Fresh Food Company
02.2024 - 12.2024
- Collaborated with C-level executives on organizational restructuring, including the design and implementation of a new operational framework from the ground up.
- Provided strategic oversight of daily restaurant operations, ensuring consistent execution, service quality, cost control, compliance, and operational excellence across all locations.
- Spearheaded the successful launch of 5 new branches within 8 months, providing strategic leadership to cross-functional opening teams and ensuring alignment with corporate objectives.
- Led enterprise-wide operational excellence initiatives, including SOPs, training manuals, food safety guidelines, assessment tools, reporting systems, and standardized recipe documentation.
- Partnered with operations leadership to drive top-line growth, enhance customer experience, and motivate teams through performance-driven incentive programmes.
- Oversaw talent acquisition and organisational development, recruiting key personnel, developing job descriptions, and implementing employee development strategies.
- Directed audits of staff accommodation, menu innovation, renovation planning, and quality assurance activities to enhance brand standards and operational efficiency.
Director of Sales & Operations
Glitter Ice Company for Services
08.2021 - 11.2023
- Directed sales and operations for a portfolio of 500+ clients, consistently exceeding revenue targets.
- Implemented commercial strategies that increased revenue and fostered long-term client relationships.
- Managed and developed sales and operations teams to consistently meet performance targets.
- Enhanced service delivery processes, boosting customer satisfaction and retention rates.
Director of Operations
Arabia Entertainment Co. Ltd.
04.2010 - 08.2021
- Managed and provided strategic leadership across 30+ restaurant units in Saudi Arabia, overseeing 700+ employees and annual sales exceeding SAR 150 million, while driving operational transformation, strengthening business performance, and aligning teams toward a unified vision that enhanced accountability, engagement, and execution across all locations.
- Delivered 20% sales growth by implementing targeted operational excellence strategies focused on quality, service, cleanliness, and value (QSCV).
- Directed cross-functional teams to optimise performance, define operational KPIs, and identify cost-saving initiatives, contributing to overall profitability.
- Oversaw multi-region financial planning and budgeting, improving cost control, resource allocation, and overall operational efficiency.
- Championed continuous improvement initiatives, driving productivity, standardisation, and execution consistency across all units.
- Acted as a key escalation point for critical operational challenges, driving swift, data-informed decisions to maintain business continuity.
- Elevated customer experience standards by establishing service benchmarks and resolving escalations, fostering a customer-centric culture.
- Ensured full compliance with SFDA regulations, health & safety standards, and licensing requirements, minimizing operational risk.
- Built high-performing teams through strategic recruitment, capability development, and performance management frameworks.
Restaurant General Manager / Store Manager
Chili's2008/Burger King2002/McDonald's1996
09.1996 - 04.2010
- Managed end-to-end restaurant operations, including P&L ownership, budgeting, and cost control, ensuring profitability and operational efficiency.
- Led operations in high-volume environments, ensuring smooth service flow and adherence to brand standards.
- Led front-of-house and kitchen teams, maintaining high standards of food quality, hygiene, and customer service.
- Enhanced guest satisfaction and team engagement, leading to improved restaurant performance and consistent service delivery.
- Monitored daily operations and KPIs, implementing corrective actions to enhance productivity and service delivery.
- Oversaw procurement, inventory, and stock control, minimizing waste and ensuring product availability.
- Ensured full compliance with food safety and hygiene regulations, conducting regular training and audits.
- Oversaw staff scheduling, performance, and development, fostering a high-performing, customer-focused team.
- Handled customer complaints and conflict resolution professionally, maintaining a positive dining experience.
- Supported menu execution, pricing alignment, and quality control, contributing to revenue growth.
- Maintained restaurant facilities, ensuring a clean, safe, and welcoming environment at all times.
- Collaborated with senior management, delivering performance updates and operational insights to inform strategic decisions.
Chain Manager
Mishwar Group
08.2002 - 07.2008
- Managed operations of 8 restaurants across the Eastern Province, driving profitability and operational consistency.
- Oversaw procurement and kitchen operations, ensuring high customer service quality.
- Contributed to menu planning and pricing strategies, enhancing quality control.
- Maintained financial and operational records to enable informed business decisions.
Education
Bachelor of Business Administration - Business & Management
Tuscon Univeristy
01-2014
Diploma - Food & Beverage Management
Ammon Community College
01-1996
Skills
- P&L management
- Decision-Making authority
- Sales optimization
- Sales growth
- Process implementation
- Sales Excellence
- Cost control
- Data analysis
- Leadership excellence
- Upselling strategies
- Operational planning
- Forecasting
- People Management
Professional Development
- Diploma in Food & Beverage Management, Ammon Community College, Jordan, 1996-01-01
- Leadership Training Level 3 (Leading for Growth), Applebee's, 2016-01-01
- Manager in Development Program (MID), Brinker International - Chili's, 2009-01-01
- Safe Food Handling (ServSafe) Certification, 2009-01-01
- Multiple operational and management training courses, 1997-01-01
Awards
- Operator of the Year, Applebee's International, Dubai, 2014
- Operator of the Year, Tarfeeh, KSA, 2012
- Golden Apple Awards, Applebee's International, Dubai, 2012
- Superior Restaurant Award, Burger King, Jordan
- Multiple appreciation letters from employers (Burger King, Mishwar, McDonald's)
References
Well-networked professionals with excellent references available upon request.
Timeline
Vice President of Operations
Fresh Food Company
02.2024 - 12.2024
Director of Sales & Operations
Glitter Ice Company for Services
08.2021 - 11.2023
Director of Operations
Arabia Entertainment Co. Ltd.
04.2010 - 08.2021
Chain Manager
Mishwar Group
08.2002 - 07.2008
Restaurant General Manager / Store Manager
Chili's2008/Burger King2002/McDonald's1996
09.1996 - 04.2010
Bachelor of Business Administration - Business & Management
Tuscon Univeristy
Diploma - Food & Beverage Management
Ammon Community College