Mark Ramos, National Operations Manager of LeWrap
On rewarding work, customer service and priorities.
QSR Media: What makes you excited about your position?
Mark Ramos: As National Operations Manager for LeWrap, it excites me to be able to not only share the knowledge of my experience in the fast food industry but to also walk away from my end of day knowing that each and every customer has been served the best quality, service and the most added value possible. My position is rewarding in that I can empower diverse Franchise Partners and staff to be the best they can be and watch their store grow from strength to strength with my input and guidance. Overall the position is challenging, rewarding and I thrive on the endless possibilities of the bigger picture being the expansion of stores nationwide to worldwide.
QSR Media: What 3 goals are you focused on?
Ramos: 1. My primary focus is to drive the opening of stores nationally and internationally with management LeWrap Director Kaan Celik and Franchisor Peri Celik.
2. Secondly I am working on the creation of a systemised model allowing new franchise partners and staff to be able run their operations with minimal training making it cost effective for the day to day running of stores, maximising sales, recruiting more franchise partners, running loyalty programs and a positive outcome overall.
3. Thirdly I envisage the creation of a larger division within LeWrap that will be dedicated to pure franchising from staff training to sourcing new franchising opportunities both locally and abroad, for the new LeWrap- Home of the Gourmet Wrap!
QSR Media: What long-term changes are you planning on?
Ramos: It is an extremely exciting time for LeWrap operating for 9 years we have come a long way especially with the recent rebrand of our overall look. To compliment this exciting change for the brand, I would like to upgrade our current operations by implementing an online ordering facility for our customers, making it a more convenient experience for the time poor and following industry trend. Equally given the diverse dietary requirements in Australia we are working on the expansion of diverse menu items, to cater for our customer’s dietary needs including those that may have a preference for gluten free, vegetarian, and meat options.
Customers are the heart of our business and so we want to equally give back to them by enhancing the reward for their repeat business via our loyalty program. This I feel will enable our customers to reap better value and target their respective social interests. I would like to see the continuation of repeat business across our stores and create that personal experience for them as their primary choice in food courts Australia wide and in future world-wide as we expand our brand.
My ultimate goal in summary is to ensure that no one misses out on the LeWrap Experience and that it will indeed become a memorable one.
QSR Media: What are your key business philosophies?
Ramos: In business I believe there needs to be key philosophies to put you ahead of the pack. I would not be where I am today without planning, strategy and implementation of those plans. Customer service is a high priority for me and a good, calm and positive attitude in every circumstance goes a long way.
QSR Media: What previous positions prepared you for this one and how?
Ramos: Each and every role has given me the tools and shaped me for the challenges and opportunities I face today. From the young age of 20, I was fortunate enough to head up the training department for Oporto a huge responsibility for a young bloke like myself at the time. I was fortunate to be involved in the Front of house and back of house implementation, work place health and safety, created intense training systems for all staff and franchisees concerned empowering them to provide the best quality and service possible.
Having experienced all the teething problems in the world of franchising in my position at Oporto over the years I have brought the only the best tried and tested models to LeWrap.
