Shahid Khan
Halifax,NS
Summary
Highly talented Operations Management professional with over 28 years of experience working in UAE-GCC-Pakistan-China & North America multi-cultural environment with leading companies from RETAIL / Hospitality Industry.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Retail Store Director
HUGO BOSS
NORTH AMERICA
10.2023 - 08.2025
- As Store Director I oversee all of the daily Operations of the Store.
- Manage a team of 20 Full Timer and 7 Part timer employees.
- I am very passionate about delivering exceptional levels of customer service and driving sales and all KPI, including hiring, performance evaluation, scheduling and assigning duties, responsibilities by training, coaching and developing my team.
- Hold regular team meetings to communicate with the Head of the department and sales staff.
- Develop short and long term action plans that address opportunities and positively impact the business.
- Build and execute development plans to drive optimal performance for all direct reports.
- Review, understand and take action regarding sales and productivity results on a weekly and monthly basis.
- Build a succession plan by identifying internal talent within the executive and associate groups, and make it a priority to make them successful.
- Drive profitable sales through their leaders.
- Plan and oversee all aspects of the business.
- Analyze the business weekly.
- Ensure merchandising excellence.
- Ensure the right talent is in place.
- Focus on the customer experience.
- Ensure operational excellence.
Partner/ Director of Operation
Lacasa Cafe and Lounge
Mississauga, Ontario, Canada
05.2022 - 09.2023
- Dynamic and results-driven operations manager with extensive experience overseeing daily restaurant operations, staff management, and full-scale concept transformation.
- Proven ability to lead teams, optimize service standards, and deliver exceptional guest experiences.
- Hands-on involvement in design, municipal approvals, menu development, and staff recruitment.
- Managed day-to-day operations for a high-end Italian café and lounge, overseeing a team of 25 staff, including servers, bartenders, hosts, and kitchen crew.
- Spearheaded the transformation of the space from a casual Wild Wing sports bar to a sophisticated Italian dining and lounge concept.
- Led all phases of the redesign process: collaborated with architects and designers, liaised with city and municipal authorities for permits and approvals, and ensured timely project delivery.
- Recruited and onboarded all staff, including hiring an executive chef, front-of-house, and back-of-house teams.
- Worked closely with the executive chef to review, modify, and elevate the menu, applying personal culinary expertise to improve dish quality and presentation.
- Implemented operational systems to enhance customer service, increase efficiency, and boost profitability.
- Maintained strict standards for food safety, cleanliness, and compliance with local regulations.
Retail Operations Manager
Rodd & Gunn
Toronto, ON, Canada
03.2021 - 04.2022
- Led store operations, managing a team of 12 staff in a premium fashion retail environment.
- Achieved monthly sales targets, boosting revenue by 70% through upselling and client ling strategies.
- Maintained visual merchandising standards aligned with brand guidelines, ensuring an exceptional in-store experience.
- Managed inventory, stock levels, and coordinated with head office for replenishments and new collections.
- Trained staff on product knowledge, styling, and customer service excellence.
Retail & Buying Director
Galeries Lafayette
United Arab Emirates
08.2018 - 04.2020
- Articulate Galeries Lafayette mission and strategy and communicate business goals to store team.
- Ensure strategic priorities, sales goals, and profitability targets are met by identifying opportunities to improve sales and omni customer experience, control expenses, and manage inventory and shrink.
- Act as an advocate for the customer by placing them at the forefront of all decision-making processes.
- Identify local market trends and competitors to proactively anticipate customer needs and expectations.
- Embrace and champion technology that creates high tech and high touch solutions for Indigo's customers.
- Lead regular Visual Merchandising Assessments (VMA) and review product flow with a focus on customer experience; driving sales and profitability by allocating resources to support visual changeovers and initiatives.
- Continually assess staffing levels and lead recruiting and selection of new employees.
- Own store schedule.
- Open and close store and manage sales floor.
- Ensure health and safety of employees and customers is top priority and that store complies with all provincial health and safety policies and procedures.
- Build strong teams by attracting and developing the best talent.
- Bring out the best in others; empower and constructively stretch talent.
- Give authentic feedback on performance and potential.
- Ensure all team members understand where they stand and have clear performance objectives aligned with Indigo and team goals.
- Collaborate with others to drive flexible and just in time solutions, quickly and easily.
- Share technical knowledge with others and actively seek to learn from those more knowledgeable than yourself.
- Help others see the impacts of their efforts and proactively engage others to get input.
- Encourage others to freely share their point of view and be open to feedback.
- Accountable for the overall engagement, productivity, turnover, and bench strength of the team.
- Celebrate diversity of thought and have an open mindset.
Director of Operations
Versace
GCC
06.2014 - 05.2018
- Responsible for directing daily operations and business plan implementation for the 44 Large Format Retail Stores (798 Sqf till 16275 Sqf) In GCC of High End Luxury Garments & Accessories Products.
- Fully accountable to the Vice President -Retail to provide visibility and monitor productivity.
- Manage a team of 233 staff.
- Directly supervise 46 Managers and 5 Area Manager for 44 Stores.
Director of sales of High End Brand
Canali
Dubai, UAE
05.2011 - 06.2014
- Provide highly strategic and tactical leadership as Operation MANAGER / Senior Brand MANAGER of this leading company engaged in the business of Retailing (Fashion - High End Luxury Garments & Accessories).
Director of Retail Sales Operation Nike shoes and Apparel
Nike SUN AND SAND SPORTS
Dubai, UAE
03.2008 - 04.2011
- Deliver sales and profitability targets by optimizing sales opportunities through store performance management.
- Responsible for the NIKE BRAND.
- Implement consistent retail operations processes and systems to support operational effectiveness for promoting the sales through 10 Stores across UAE and 7 across GCC including Wholesale / Travel Retail.
- Formulation and implementation of growth strategies for the Brand.
- Grew Annual Sales from AED 15 Million to AED 21 Million.
- Ensured requirements of consumers are met by retail product selection, availability, and the store operating environment.
- Optimize permanently an effective doors portfolio by growing, closing or opening Retail doors.
- Collaborate effectively with Trade Marketing in order to ensure doors are equipped with an appropriate Retail format.
- Lead and coach the retail team to individual and group successes, ensure development plans are in place and activated, and bench candidates are identified and monitored.
- Improved performance of an underperforming brand to best performing brand.
- Responsible for developing staff across the region through new training initiatives focusing on improving sales, profit, shrinkage and service levels of staff.
- Accountable for entire stock selection for NIKE'S men's, ladies, children ranges and accessories.
- Buying merchandise and range planning for stores and Wholesale.
- Instigated a new stock allocation system to increase more accurate stock management to drive sales and margin.
- Liaising with brand principles to ensure cohesive partnerships to help strengthen the brand.
General Manager
Oasis Beach Hotel
UAE
01.1998 - 01.2008
- Seasoned Hotel General Manager with over 15 years of progressive leadership experience in luxury hotels, resorts, and mixed-use hospitality properties across the UAE and international markets.
- Proven track record in driving operational excellence, maximizing guest satisfaction, increasing revenue, and leading high-performing teams.
- Strong understanding of UAE market dynamics, cultural nuances, and regulatory compliance.
- Passionate about delivering world-class hospitality experiences while ensuring profitability and sustainable growth.
- Lead a 265 room, 4 star deluxe hotel with an annual turnover of 3AED million; oversee operations, sales, F&B, HR, and finance departments.
- Achieved top customer satisfaction scores in the region for three consecutive years.
- Led successful renovation/rebranding/pre-opening project, completing on time and within budget.
- Developed partnerships with leading travel agencies, DMCs, and corporate clients, boosting corporate bookings by 85%.
- Mentored a team of 6 managers and over 150 staff, improving employee engagement.
General Manager
INTERNATIONAL HOTEL
UAE
04.1995 - 11.1998
- Provide executive leadership to the strategic development and positioning of the brand, setting up and leading a strong and pro-active sales force for the hotel.
- Manage a team of 10.
- Lead the sales team to achieve the annual revenue budgets for the Hotel by effective selling of rooms, food & beverage, conference & banquets and other revenue areas as per Financial Goals of the organization.
- Preparing the Sales & Marketing Plan and Operational budget for the hotel.
- Work History.
- Establishing specific strategies for sales team for acquisition, retention and development of corporate accounts including the sales through Travel Agents / On Line / General Distributing System.
- Identify & develop business generated by electronic distribution channels, online B2B and B2C partners, provide guidance and strategies to revenue management/reservations to maximize yield.
- Work closely with PR Team to compile and action media plans and schedules.
- Develop strategic marketing alliances with key partners to explore business opportunities.
Front Office Manager
Oasis Beach Resort
Dubai Marina, UAE
03.1993 - 02.1995
- To welcome and bid farewell to all visitors to the hotel in a warm and professional manner.
- Ensuring all guests receive prompt service and guidance accordingly.
- To assist with all departments in times of pressure - where reasonably possible.
- To host and facilitate the Morning Meeting ensuring all relevant HOD's are prepared for the day ahead.
- To ensure that accommodation for arriving VIP's and those staying is prepared to the agreed standard.
- To introduce yourself to all residential guests and hosts of events and parties upon arrival.
- To room all VIP and important guests personally assuring a very positive first impression.
- To liaise with guests and ensure a strong host presence at all times, passing relevant information onto staff especially specific requirements or arrangements.
- To perform duty management as detailed on the management rota.
- To ensure that the standards of service in all areas meet the required levels.
- To deal with complaints quickly and efficiently and find suitable solutions to any problems that may arise, communicating issues the MD and colleagues in a constructive and clear manner.
- To assume responsibility for the running of the Hotel in the absence of senior management.
- To coordinate guests and staff during an emergency and have good knowledge of fire procedures.
- To be aware of and promote all services offered in the Hotel.
- To ensure guests wishes are met if not exceeded so far as is reasonably possible.
- To ensure that all staff address guests by their correct name and title.
- To liaise well with all departments, ensuring that communication of the day's activity is clear and understood.
- To make sure that Company policy and the Vision are followed at all times.
- To liaise with Reception and Housekeeping regarding arrival rooms and prioritisation where applicable.
- To obtain feedback from guests and to use this to improve service and top pass on such to the MD and other relevant HOD's.
Education
Bachelor's of commerce - Business Administration and Commerce
Karachi University
01.1997
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GEMS Our Own High School - Al Warqa'a
01.1989
Skills
- Restaurant Operations & Management
- Staff Hiring
- Training & Leadership
- Concept Development
- Space Redesign
- Vendor & Supplier Negotiations
- Municipal & City Approvals
- Menu Development
- Culinary Collaboration
- Customer Experience Optimization
- Budgeting
- Cost Control
- Customer service
- Strong multi-tasking
- Problem-solving
- Retail operations
- Highly motivated
- Stockroom management
- Decision-making skill
- Friendly and outgoing
- Sales growth
- Dependable and reliable
- Inventory control
- Store maintenance
- Accurate money handling
- Coaching and mentoring
- Visual merchandising
- Merchandise strategizing
Accomplishments
- Sales, Oversaw an annual budget of $11 Million and cut costs by 15%, Increased sale from $8 million to 9.5 million in 1-year period, During the hiring freeze and budget restriction I managed to increase productivity by 15% and save additional $1 million
- Inventory & Warehousing, Revamped warehouse process and reduce working timing by 3hrs., Implementation of Model Stock Qty by store by SKU to minimize OOS, Interbranch Transfers helped generating additional 9% Sales.
- Finance, Precise MIS reports helped in taking favorable decisions, Prepare P&L reports to evaluate Top line & Bottom line, Eliminated backlog in financial reporting within 30 days of starting employment 2009
- People management, Retention of employees 70%, Increased sales by 15% after implementing a referral incentive program in 2016., Elevated the average customer rating from 4.0 to 4.5 after instituting a new customer service training program
Languages
English
Arabic
Urdu
Certification
Certifications
- Train the Trainer – The Knowledge Academy UAE (Jan 2015)
- Fire Fighting – UAE Directory (Jan 2007)
- Certified Hospitality Revenue Manager (CHRM) – Oasis Beach Resort (Mar 1998)
- Tourism & Hospitality Management Certification – Dubai Department of Economy & Tourism (May 1996)
- Certified Hospitality Department Trainer (CHDT) – Oasis Beach Resort (Mar 1993)
- Certified Hospitality Supervisor (CHS) – Oasis Beach Resort (Mar 1993)
- Certified Hotel Administrator (CHA) – Oasis Beach Resort (Mar 1993)
- Certified Rooms Division Executive (CRDE) – Oasis Beach Resort (Mar 1993)
- Certified Restaurant Manager (CRM) – Oasis Beach Resort (Mar 1993)
- Employee of the Month (8x) – Oasis Beach Hotel
Timeline
Retail Store Director
HUGO BOSS
10.2023 - 08.2025
Partner/ Director of Operation
Lacasa Cafe and Lounge
05.2022 - 09.2023
Retail Operations Manager
Rodd & Gunn
03.2021 - 04.2022
Retail & Buying Director
Galeries Lafayette
08.2018 - 04.2020
Director of Operations
Versace
06.2014 - 05.2018
Director of sales of High End Brand
Canali
05.2011 - 06.2014
Director of Retail Sales Operation Nike shoes and Apparel
Nike SUN AND SAND SPORTS
03.2008 - 04.2011
General Manager
Oasis Beach Hotel
01.1998 - 01.2008
General Manager
INTERNATIONAL HOTEL
04.1995 - 11.1998
Front Office Manager
Oasis Beach Resort
03.1993 - 02.1995
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GEMS Our Own High School - Al Warqa'a
Bachelor's of commerce - Business Administration and Commerce
Karachi University