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Job Objective: Sr.

Manager / General Manager –Projects & Operations

(Senior Level Assignments in Hospitality & Retail Operations & Business

Actively seeking for a Full Time senior level assignments with leading retail
hospitality group & looking to make a full time career in retail format of
Hospitality Business


Extremely creative, knowledgeable and resourceful Hotelier and

hospitality professional with great experience in consistently
delivering results that contribute to the mission and overall success
of the hotel by accomplishing performance objectives focused on
business revenues, guest & associate satisfaction, effectiveness and
efficiencies in all Hotel Operations and be the Front Face of the

Summary of Professional Qualifications & Key Strengths

 Over 12 +years of Experience with 5 - 6 Years in Hotel Operations & 7 years in

F&B both retail & fine dining, Banquets Operations at Various levels in Hotels &
Hospitality divisions.
 Excellent Technical/Job orientation in F&B Operations.
 Drive for the Excellent Quality, Utmost Guest Delight and to deliver Wow
 Exceptional ability to communicate, both verbally and written, effectively with
guests, vendors and co-workers.
 Excellent leadership qualities and strong command over subordinates
 Profound ability to delegate work assignments, prioritize and plan work
activities; provide recognition for results.
 Adherence to Organizational Core Values.
 Annual Sales & Operations Budgeting and Cost Controlled Operations.
 Self Motivation/Initiative & Can handle and Manage the Crisis/Uncertainties
 Drive for continuous learning and improvement of self and associates,
 Building a positive team spirit among the entire team & orient to achieve the
common goal
 Excellent Time management , Networking & Relationship Building
 Highly efficient analytical approach with proven results & Strong decision
making skills.
 Excellent working knowledge of hotel management packages, POS, PMS, Tally
and well versed with windows O/S, Networking, Software packages, Word,
eXcel etc., & trouble shooting.
 Ability to stick to deadlines and meet targets
Summary of Professional Experience – 12 + Years -

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 Management Consultant – Independent ( Since Jan-2010 )

Currently practicing as Independent Management Consultant for

budget properties across locations in Hyderabad, Bangalore &
Chennai for the Recruitment & Training, SOP Set Up , Guidelines,
Sales & Marketing Initiatives in tie up with De Voyager Hotels &

Also actively seeking for a Full Time senior level assignments with
leading retail hospitality group & looking forward to make a full
time career comeback in retail format of Hospitality Business.

 12th AVENUE – A SUITE HOTEL – BANGALORE ( Since Oct-08 to Jan-


A 3 star facility Suite hotel in the Heart of Indiranagar , is a 30 Rooms property with
2 F&B outlets and 3 Banqueting Facility up to 300 covers capacity with an annual
turnover of 3 Cr. INR. The Hotel mainly serves the software companies in the EGL ,
Manyata Tech.Park , RMZ Infinity etc ., and proud to hold Google , Yahoo ,IBM ,Sun
Micro, E &Y , Ericsson , Nettapps , Juniper Networks , First India Corporation ,Fidelity
, King Fisher ,Volvo etc., to the Guest and Company list, which are Incorporated By
Me & My Sales Team during my tenure.

GENERAL MANAGER – OPERATIONS / SALES (reporting to the Board

of Directors/ Partners)
Responsibilities Delivered
 Managed and controlled all the Operational activities of the property including
employees, maintenance, sales and profit/loss controls.
 Set goals, motivate/ discipline employees; perform labor expense control,
control of general expenses and resolve guest related issues in accordance with
the company goals.
 Coordinate, direct and manage the hotel operation to achieve maximum
profitability, ensure guest satisfaction, protect the financial aspects of the
business and maintain the building.
 Daily Departmental Meetings to ensure the Smooth operations of the Hotel
Departments and discussing the day today activity and ensuring solutions for
the deviations if any.
 Direct and manage property operations to assure optimum performance and
continual improvement in the five Key Result Areas (guest service, employees,
sales/marketing, property appearance, and profit/financial control).
 Overview HR matters including interviewing, hiring, training, assigning work,
coaching/counseling and performance appraisals.
 Ensure that product quality standards are met in all areas of the hotel as it
relates to the appearance, levels of maintenance and cleanliness; establish and
maintain preventative maintenance programs to protect the physical assets of
the hotel.

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 Consistently deliver results that contribute to the mission and overall success of
the hotel by accomplishing performance objectives focused on business
revenues, guest and associate satisfaction and effectiveness and efficiencies.
 Oversee the guest service function to ensure corrective action is taken to
resolve guest complaints and ensure that superior guest service is delivered at
all times.
 Successfully Developed & Initiated 2 New Banqueting Facility on the Roof Top with
Closed Conferencing for 100- 150 covers capacity with state of art infrastructure &
a multi use roof covered Recreation and Banqueting Space for up to 100 covers
 Refined & redefined the Standard Operating Procedure of the Hotel and
implemented & monitored the same. Prepared the HR Practices & Manual for the
Employees and implemented the same.
 Analyzed and prepared the annual operating plan, capital expenditures, operating
budgets, forecasting and assumes responsibility for the financial performance.
 Increased the F&B Profitability from 15.2 % to 24 % for the 2nd QTR ending Aug 09.
 Decreased the Manpower cost from 22% to 18.6 % for the 2nd QTR ending Aug 09.
 Increased the Company Business Data Base by 20% by adding newer companies
and Business Module.


2008 to October 2008 )

Pantaloon Retail (India) Limited, is a large Indian retailer, which is part of the Future
Group, and operates multiple retail formats in both the value and lifestyle segment
of the Indian consumer market. Headquartered in Mumbai, the company has over
1,000 stores across 71 cities in India and employs over 30,000 people and as of
2010, it was the country's largest listed retailer by market capitalization and
The company’s brands include Pantaloons, a chain of fashion outlets, Big Bazaar, a
hypermarket chain and Food Bazaar, a supermarket chain. Some of the company's
other regional brands include, Depot, Shoe Factory, Brand Factory, Blue Sky, aLL,
Top 10 and Star and Sitara.


(Reporting to the Country Manager – Operations)

 Was heading and responsible for the country’s highest sales unit
among the Groups – Food Services Units and development.
 Achieved the Highest sales for a month During the Big Days Celebrations
among all the outlets in the country.
 Substantially reduced the Manpower turnover & Food Cost elements
 Taken keen initiatives to Increase the Foot Falls to the Outlet and to
increased the sales
 Conducted Various Food Festivals and Sales Promotional Activities inside
the Stores Outlet.
 Identified and negotiated external service providers for Security,
Laundry, and Uniforms & Vendors for Kitchen & operations supplies
 Achieved a Very Good Customer Feedback on services and quality.

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 Established Operational Service & Quality Standards
 Streamlined the Internal Stores process and procedure.
 Initiated Cost Control Measures on all aspects of Operation.


( MAY 2007 to FEB 2008 )

The GL Hotels Ltd. Hotel & Banqueting Division under the Graviss Group Operated
the Mayfair Banquets – Basavangudi with 3 Luxury banqueting & Conference facility
for up to 500 covers seating capacity and 14 In-house luxury rooms. Headquartered
at Worli, Mumbai and having units across India with the flagship property of
Intercontinental Marine Drive, Mumbai, The Group generates a Revenue of 300 Cr
annually. The Business was rolled back from operations in March 2009.


General Manager)

Duties & Responsibilities Delivered

 Part of the pre-opening team. Project Coordinator from Mayfair

with IPSML, Project Executor.
 Implementation of all statutory & legal requirements for operating &
Opening a New Banqueting Facility.
 Closely worked with Unit General Manager & Group COO to develop and
implement long term planning and strategies, Financial Budget and
Operational Budget for the new property.
 Developed and implemented SOP’s for the Operations with inputs from HO.
 Identified and negotiated external service providers for Security, Laundry,
and Uniforms & Vendors for Kitchen & hotel operations suppliers &
 Responsible for the Admin Activities of the Unit and Facility Management of
the Property.
 Managed the Banqueting operations since Jan 2008 and handled banquets
up to 500 covers.
 Effectively handled Corporate Communication with the Head Office.
 Handled the Pre Opening Recruitment and Training program.
 Provided strong leadership and communication to staff regarding objectives
and strategies, policies and procedures and service standards to ensure
complete guest satisfaction and profitability.
 Practiced coaching and team leading skills to unite and motivate staff by
creating a positive, consistent and fair work environment for all team
members, with open communication, strong recognition programs,
equitable wages, and career development opportunities.
 Handled the Stores & Purchases Operations.


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 Delivered the property to the Operations team as scheduled by
effective coordination & communication with Project team for
 Established the Systems & Procedures , Guidelines for Operations at
the property
 Initiated Marketing activities with HO for local branding.
 Developed Sales & Operations Budget with the guidelines from HO.
 MIS development & reporting the same to HO.


2004 to APRIL 2007 )

Orange County Resorts and Hotels Ltd., renowned Public Limited Company
incorporated under the company's act 1956.The group manages own as well as
leased or contracted properties for Operations, Sales & Marketing with an annual
turnover of approx 60 crores. In the year 1994, the company opened Orange
County Resort - Coorg, a holiday resort targeted at families & Corporate.

Built on the theme of Coffee, Spice & Plantation Life to reflect the true spirit of
Coorg, the resort's target was the discerning up market traveler. The resort is
situated amidst three hundred acres of coffee and spice plantations, flanked on one
side by the Dubare Reserve Forest and the river Cauvery on the other. Orange
County Resorts & Hotels Ltd. opened its second resort at Kabini in 2007.

Accolades and Awards- the Resort Condominiums International has bestowed

the award of “Resort of International Distinction", for five consecutive years, a feat
achieved by no other resort in India. In the years 2003 and 2004, it secured the
"RCI Gold Crown Award", RCI's highest accolade for surpassing international
standards of excellence in Resort Quality and Hospitality. Also awarded critics such
as Asia’s Leading themed resort, Asia’s responsible tourism award , India’s leading
wildlife resort etc.,


Deputed at Hoysala Village Resort, Hassan, Karnataka (Between
Feb 2006 to April 2007)
Unit Managed & Marketed By Orange County Resorts & Hotels Ltd.,

Hoysala Village Resort, 33 Cottages Property with 2 F&B Outlets, 2 Banqueting &
Conference Facility for up to 150 covers, with swimming pool , Ayurvedic center ,
club house , tree House, activities centre etc having an operative area Landscaped
in-between the sunflowers & Flora of 6 acres .Most of the Guest are Inbound
Foreigners from all parts of the world with an average occupancy of 60% per


Deputed at Indus Valley Ayurvedic Center, Mysore, Karnataka (May 2004
to Feb 2006)
Unit Managed & Marketed By Orange County Resorts & Hotels Ltd.,

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Indus Valley Ayurvedic Centre, Mysore is ranked as one amongst the top 100
Ayurvedic Centre and Spa in the World and is also the first one to be certified as ISO
9001:2000 compliant in India. Spread across 7 acres of land with 30 cottages &
rooms with all modern yet traditional Ayurvedic Facility. Guest were mostly
Europeans and South East Asian countries with an average Occupancy of 52% per

Collective Roles and Responsibilities Delivered

 Worked closely with Unit Manager – Operations & Vice President – Operations
for Devising & implementing plans and strategies and achieving organizational
objectives for the respective units
 Ensuring profitability of operations and manage all aspects of the department
Operations guided by SOPS and Company guidelines
 Demonstrated Highest quality standards are applied at all times to achieve
high guest satisfaction levels.
 Ensured Daily Interaction with the guests for feedback and to identify areas of
improvement if any / Resolve Complaints.
 Guest feedback form: Monthly update report to Corporate Office. Analyzed and
improved on the negative scores.
 Daily, Weekly and monthly meeting with departments and HOD’s for discussing
the operational related problems and find solutions.
 Maintained high housekeeping Standards/resolve maintenance issues/ Monitor
and improve F&B quality etc.
 Weekly meetings with vendors to identify and improve on areas of concern / to
improve quality standards.
 Leading efforts for streamlining processes and generating cost savings in
 To ensure the daily revenue is been calculated and send to the Corporate office
& Unit Manager
 Training for staff at the unit. Training devices ,schedules and program for the
 Overall Property and the Facilities Management , Stores and Purchase
 daily, weekly and monthly audits on applicable work schedules


 Accredited as the best Overall Operations of the Resort at Hassan for not
deviating the Norms and SOP’s and appreciated for the Best operative
results as guided in the budgeted operative expenses.
 Surpassed the Norms on “Positive Guest Feedback” and providing the guest
Highest Standard of Services at HVR, Hassan & IVAC, Mysore
 Appreciated for the continued effort to develop Best HVR MIS reports at the
ACTION COMMITTEE MEETING held every two months.
 Was supporting the Corporate Sales team for 3 weeks during an emergency
at the corporate office in Bangalore.
 Achieved “Zero Error / Deviation” in the Internal audit conducted at HVR
every two months.
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 Assisted with Management Representative i.e. Unit Manager in all the ISO
audits and book keeping at IVAC, Mysore
 Maintained Zero guest complaints for a consecutive 6 months at
 Installed & Set SOP for ( RAMSONS) laundry operations at IVAC,Mysore
 Appreciated for smooth & error free operations in the absence of Unit
Manager at IVAC,Mysore


A Business class hotel at the heart of the SEZ & Hot happening Industrial area of
Hosur is promoted by Local Business group. The Hotel hosts 99 rooms & suites, 3
F&B outlets, 3 Conferencing & Banqueting facility with 1 largest convention center
to host up to 1000 covers, swimming pool, gym, Landscaped & set amidst 4 acres
of land. The hotel mainly serves the Industrialist and celebrities & Top officials of
the major industries such as TVS, Gabriel, Titan, Ashok Leyland, companies in
attibelle industrial area near electronic city, Bangalore etc., and other social welfare
clubs & organizations generated a F&B Revenue of INR 2.4 crores per annum
backed up by 60% revenue from Banquets.


Collective Responsibilities Delivered
 Responsible for the running the hotel, in absence of the GM
 Responsible for budgeting, forecasting, financial results, staff training and
daily operations of F&B department. The workforce consists of a total of 70
 Approached by owners whilst in former role to maintain operations and
achieve challenging objectives around occupancy and revenue targets both in
F&B as well Rooms.
 Implemented marketing strategies and promotional campaigns to provide
brand awareness and bookings; built new databases and categories, including
promoting newly included Convention center.
 Developed relationships and negotiated preferred supplier agreements with
travel agents , freelancers to increase bookings.
 Secured contracts with large corporate such as TVS , TITAN , ASHOK
LEYLAND in the Industrial Hub using the Convention Centre & other facilities
positioning the facility for long term revenues.
 Developed training programs for team members to improve professionalism
and service delivery standards; empowered team to take on additional
responsibilities and utilized strengths to ensure involvement and motivation to
 Led teams as a role model, providing visibility and high levels of client

 During my time here we achieved a steep increase in F&B profitability from
17% to 28.7%
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 A decrease in F&B payroll from 28.05% to 24.54%,
 Increased the F&B Revenue from 1.82 crores to 2.34 crores for the year
2003-04 including Banquet & Convention, Marriage functions by year 2004
 Part of the Team which renovated the entire Facility to a Re-Modeled
Business class Hotel.
 Successfully Hosted many large corporate annual day function & Marriage
reception functions for more than 800 covers & up to 1000 covers
 Increased the APC from 180 to 265 by 2004
 Effectively & efficiently handled the entire hotel operations in place of GM
from April 2003.
 Done personnel marketing & sales for the F&B, Banquets operations by
visiting many companies and increased the Client / Guest base and to develop
Local Co Branding.
 Developed and Initiated Guest Data Base.
 Introduced Caterpillar POS & PMS.
 Worked closely with the Management for the construction of additional
facilities to increase the room Inventory & other Inventories.


JUNE 2000)
 Started the Career as Management Trainee at this 52 Rooms 3 Star Business
Class Luxury Hotel Promoted by West inn Hospitality Services, the Operators of
Brand “Days Inn” Inc in India, 1998. The hotel has 3 F&B Outlets, 5 Banqueting
& Conference Facilities, Swimming Pool, Health Club, etc does an annual
turnover of about 2 crores.
 Given Individual responsibility as Restaurant Manager to oversee the F&B
operations in Kadai – The Coffee Shop, Aroma – Multicuisine Restaurant & The
Ranch – Bar.

 Food & Beverage – Assistant Manager / Faculty – Food & Beverage –

(June 2000 to December -2002)

 Worked parallel as both Asst. Manager –Food & Beverage & Faculty – Food &
Beverage at Shri Kumaran Hotels, Tirupur & Pioneer International School of
Hotel Management & Catering Tech., a catering college run by the same
business class hotel. Was responsible for the Operations of the 2 F&B outlets &
• Acclaimed as the best team among 25 teams participated in the Food
Competition held at Coimbatore led by me.

 Worked with Hunter Industries Pvt.Ltd, Chennai as Asst.Manager (outlets &

quality control) for the Hot Snacks and wrapped foods under the product name
‘Crunchies’ ( June 2000 – Feb 2001)
• Responsible for identifying new vendors & setting up of New Outlets
• Responsible for the Production &Quality Control and the outlet

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Other Related Industrial Experience

• Underwent Six Month Industrial Exposure Training at Hotel Ashok, Bangalore. (Five
Star Deluxe Hotel –ITDC Group ) – 1996-97
Worked for South Asian Federation Games (1995 –96), Chennai on behalf of Welcome
Group Park Sheraton Hotel & Towers in F&B Service.
• Worked part time as Supervisor to oversee the outlets operation & customer care
with Hot Breads – Vivin Foods, Besant Nagar, Chennai While undergoing 3 Year
Diploma at IHM, Chennai (1997 – 1998)

Educational Profile

 Schoolings from Sainik School –Ministry Of Defence, Government of India,

Amaravathinagar, Coimbatore, India. Passed under CENTRAL BOARD OF
SECONDARY EDUCATION syllabus with 75% aggregate. –1995

 3 Year Diploma in Hotel Management & Catering Technology from the Institute
of Hotel Management & Catering Technology, Tharamani, Chennai, India (I H M,
Chennai) ,governed by the National Council for Hotel Management ,Catering
Technology & Applied Nutrition , Pusa Complex ,New Delhi. Passed with 65%
aggregate in 1998

 Bachelor of Business Administration from The University of Chennai through

Distance Learning Program in 2001.

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