Senior Level assignments in Operations Management, F&B Operations, Guest Servicing, CRM & Business Development , Banqueting with reputed organizations preferably in Hospitality Industry.PROFESSIONAL SYNOPSIS :
An attitude for continuous improvement with proven track record of more than 17years 7 months of Restaurant & Hotel Experience. Presently associated as Operations Manager – Australian Coffee Lounge Chain, Pune. Committed to ensure highest level of guest service at all times, resolving complaints & issues efficiently. Recognised for outstanding organisational skills, creativity, artistic display, public relations and an ability to consistently exceed guest expectation.
Adroit at planning and implementing quality parameters for service areas in line with the standard and international guidelines. Proven ability of delivering value-added customer service, maintenance of a hygienic environment and achieving customer delight by providing customised products as per requirements. Proven expertise in purchasing, logistics, events management, business development, marketing and service operations. Skilled in implementing business development plans in tune with the macro-business for achieving the profitability.
Ability to establish a genuine rapport and maintain a long term empathy with clients through accurate assessment of their needs and priorities. Readily gain the confidence and trust of clients, maintaining a total commitment to quality customer service. Divergent outlook with creative approach to problem solving using analytical skills and has the ability to deal effectively with all levels of an organisation.DOMAIN EXPERTISE :Business Development :
Driving sales initiatives to achieve business goals & managing frontline sales team to achieve them.
Identifying key/institutional accounts & government/ non-government undertakings and strategically securing profitable business through them.
Ensuring maximum customer satisfaction by providing pre/post assistance and achieving quality norms; planning & implementing strategies, development & expansion in hotel based on current market trends.Guest Servicing :
Devising & putting in place systems & procedures revolving around the need of the guest.
Interacting with guests for feedbacks and implementing world-class service strategies; strategizing policies & procedures in the operating systems to achieve greater customer delight.
Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with guests; handling guest’s requests & resolving complaints; executing policies & procedures in the operating systems to achieve greater customer delight.Operations Management :
Handling entire Restaurant Operations; inclusive of formulating & implementing the department’s Standard Operating Procedures includes goals, budgets, plans, administrative activities, etc.
Ensuring high quality services to achieve customer delight by extensive interaction with guest and quick resolution of problems.
Coordinating with in-house and potential guests to understand their requirements and customize the product and services accordingly.F & B Operations :
Developing and implementing procedures, control systems for maintaining hygiene and quality standards ensuring profitability of operations; supervising entire F&B Operations and identifying opportunities to maximize the use of marketing campaigns; managing all aspects of service management involving ambience management.
Conducting hygiene audits inspections and conveying feedback to operating staff as well as managers for gaps in actual vs. standardized norms.
Handling operational functions like per-shift staff briefings, creating the duty roaster, shift management & daily sales report, etc.; overseeing operations across functional areas entailing HRM, staffing, recruitment, training, scheduling performance review & appraisal.
Handled three to four Outlets with a total Seating capacity of 280 Covers.
Handled Banquets and Conference for about 20 Covers to 1500 Covers.Team Management :
Managing the duty roster for the staff including their leave, appraisals & succession plans.
Organizing & conducting practical and training programs, to enhance skills and motivational levels.
Handling medium to large sized teams with varied cultural, lingual and professional backgrounds.WORK EXPERIENCE :
Nov’10 – Till Date with Australian Coffee Lounge Chain, Pune as Operations ManagerAccountabilities :
To facilitate and depict the best work ethics, professional standards and team spirit to all subordinates and team members to help overall professional development and best results from the total Team , to achieve organizational objectives.
Planning food and beverage activities for all outlets for the next three months and in accordance with the calendar of events. Sponsored links :
Liase with various outside agencies for supplies and orders.
End-to-end dinning services for both the outlets in Pune.
Looking after the Key Process Indicators for the function to ensure the best quality and food services and ensuring that they are provided to the employees.
Handling Vendors for different services related to dining and events.
Ensuring that the service standards are maintained as per SOP, Process and Guest focused.
Managing recipe standardization, recipe file, systemized recipes and production of standardized receipt.
Achieved Enormous Cost Savings for Company within Both the Projects in Pune.
Rotate Staff to break monotomy and develop multi-skills.
Give feedback to user departments
Conduct training sessions for staff to ensure standards and repeat clientele
Review daily sales, cover and average check, guest complaints, guest comment cards, courtesy call.
Plan staffing , check on bills raised outstanding accrued and follow up.
Check staff grooming , plan staff leave and review stocks.Major Highlights :
Reduce the Costs of Power Consumption to about 30% monthly and saved Energy.
All direct and Indirect expenses towards Guest Satisfaction and meeting financial targets, including man –hour and material
Budgeting and forecasting of business scenario and adherence to forecasted cost of sales / quality .
Tracking business performance through Managers report ( reviewed monthly ) and Performance Management system (reviewed half yearly )
Review liquor costs, soft beverages costs, smokes cost, beer costs of all outlets.
Review food cost with Executive Chef and prepare an action plan .
Any unique initiative taken to improve customer satisfaction level by taking the feedback of the Guest while serving the guest and rectifying it on the spot
Dec’02 – Jul’10 with Royal Caribbean International, Miami, Florida, USADec’02 – June 2010 : Assistant Food Manager (Relief )Accountabilities :
Was a Part of the Opening TeamActed as the Incharge for :Overall Service of a Particular Section, serving about 3500 to 5000 guests for Breakfast and Lunch.
Service function of the Windjammer Café and overseeing the assignment of duties & responsibilities & workstations to employees.
Observed and evaluated employees and work procedures to ensure quality standards and service is met.
Supported the Windjammer Manager in ensuring allocation of staffing resources to various venues based on guest traffic flow.
Ensured that the Gold Anchor Standards and Services are met.Major Highlights :
Achieved the Incredible Service from Jan’10 to Apr’10.
Attained the Certificate for “Supervision in the Hospitality Industry “with 83%.
Successfully completed “Management of Food and Beverage Operations “with 85% from Educational Institute American Hotel and Lodging Association in July 2010.PREVIOUS ASSIGNMENTS :
Sep’01 – Dec’02 with Mainland China, Pune as Senior Captain
Dec’00 – Sep’01with Hotel Central Park, Pune as Assistant Manager (F&B Service)
Apr’98 – May’00 with The President Hotel, Pune as Assistant Food & Beverage Manager was second in Command of the Opening Team.
Jan’97 – Jan’98 with Hotel Aurora Towers, Pune as Banquet Manager
April 96 – Jan 97 Poona Coffee House , Pune as Asst. Food and Beverage Manager
Aug 95 – April 96 Cidade De Goa , Goa as Senior CaptainQUALIFICATION :
Completed the Bachelor of Arts with Economics SpecialDATE :PLACE :
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