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Job Objective: Sr.

Manager / General Manager Projects & Operations


(Senior Level Assignments in Hospitality & Retail Operations & Business Development)

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 Summary

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 Organization.
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 Factor. 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 -

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 & Resorts.

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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-2010)


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. 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.

APPRAISALS/CREDITS
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 capacity. 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. nd Increased the F&B Profitability from 15.2 % to 24 % for the 2 QTR ending Aug 09. nd Decreased the Manpower cost from 22% to 18.6 % for the 2 QTR ending Aug 09. Increased the Company Business Data Base by 20% by adding newer companies and Business Module.

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PANTALOON RETAIL INDIA PVT.LTD - BANGALORE ( FEBRUARY 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 revenue. The companys brands include Pantaloons, a chain of fashion outlets, Big Bazaar, a hypermark et 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.

ASST.MANAGER OPERATIONS FOOD SERVICES (Reporting to the Country Manager Operations)


Was heading and responsible for the countrys 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. Established Operational Service & Quality Standards Streamlined the Internal Stores process and procedure. Initiated Cost Control Measures on all aspects of Operation. THE GL HOTELS LIMITED BANQUETING DIVISION - BANGALORE ( 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.

UNIT MANAGER OPERATIONS /PROJECTS (Reporting to the Unit 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 SOPs for the Operations with inputs from HO.

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Identified and negotiated external service providers for Security, Laundry, and Uniforms & Vendors for Kitchen & hotel operations suppliers & agreements. 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.

APPRAISALS / CREDITS Delivered the property to the Operations team as scheduled by effective coordination & communication with Project team for completion. 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.

ORANGE COUNTY RESORTS & HOTELS LTD., BANGALORE (MAY 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 Asias Leading themed resort, Asias responsible tourism award , Indias leading wildlife resort etc.,

RESORT MANAGER OPERATIONS (on Deputation) (REPORTING TO THE V.P-OPERATIONS) 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

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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 annum.

MANAGER - OPERATIONS (REPORTING TO UNIT MANAGER OPS & INDIRECT REPORTING TO V.P-OPS)
Deputed at Indus Valley Ayurvedic Center, Mysore, Karnataka (May 2004 to Feb 2006)
Unit Managed & Marketed By Orange County Resorts & Hotels Ltd., 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 annum.

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 HODs 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 operations. 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 Units Overall Property and the Facilities Management , Stores and Purchase Management daily, weekly and monthly audits on applicable work schedules

APPRAISALS / CREDITS
Accredited as the best Overall Operations of the Resort at Hassan for not deviating the Norms and SOPs 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 HVR,Hassan 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

SIVARANJANI HOTELS PVT. LTD , HOSUR ( JAN 2002 to MAY 2004)


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.

FOOD & BEVERAGE MANAGER / AGM (REPORTING TO THE MANAGING DIRECTOR)


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 associates 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 changes. Led teams as a role model, providing visibility and high levels of client service.

APPRAISALS / CREDITS
During my time here we achieved a steep increase in F&B profitability from 17% to 28.7% 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.

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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.

HOTEL CENNEYS GATEWAY SALEM , TAMILNADU (MAY 1998 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 Interim
(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 & Banquets. 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 acquired. Responsible for the Production &Quality Control and the outlet management.

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

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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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AMY SMITH
123 Main Street Atlanta, Georgia 30339 Home: (555) 555-1234, Cell: (555) 555-1235 asmith@sample~resume.com Objective: Seek the Position of Hotel General Manager

SUMMARY: Extremely creative, knowledgeable and resourceful Hotel Assistant General Manager 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 and associate satisfaction and effectiveness and efficiencies. Summary of Qualifications Over ten years experience. Exceptional ability to communicate, both verbally and written, effectively with guests, vendors and co-workers. Strong ability to read, write and speak English language fluently. Uncommon knowledge of Spanish, French and Creole languages fluently. Considerable Microsoft Office skills as well as General Brand System. Remarkable ability to identify and resolve problems in a timely manner; develop alternative solutions; and use reason even when dealing with emotional topics. Great ability to manage difficult or emotional customer situations; respond promptly to customer needs; and respond to requests for service and assistance. Proven ability to build positive team spirit. Profound ability to delegate work assignments; provide recognition for results. Strong ability to look for ways to improve and promote quality; demonstrate accuracy and thoroughness. Uncommon ability to prioritize and plan work activities. Professional Experience Excellence Hotels & Towers, Minneapolis, MN 2002 - Present Assistant General Manager Work directly with the General Manger to manage all 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. 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. Performed other duties and responsibilities as assigned.

Excellence Hotels & Towers, Minneapolis, MN 2000 - 2002 Front Office Manager Managed the Reception team to ensure that our guests received exceptional service and want to return. Ensured all guest requests were dealt with efficiently. Performed day to day running of Reception, ensuring check in and check outs ran smoothly and to all Excellence Hotels standards. Ensured all billing procedures were followed correctly and accurately at all times. Ensured Early and Late Shift procedures were followed correctly and accurately at all times. Ensured all reservations were taken correctly to hotel and Excellent Hotel standards, and inputted accurately. Maximized sales by ensuring whole team was aware of "Rate of the Day", and associated sales targets. Answered hotel switchboard and ensured that all queries were actioned or passed onto the relevant person in the Hotel. Responsible for ensuring the Night Auditor/Porter shifts were covered at all times. Performed training and management of the Reception and Nights team.

Excellence Hotels & Towers, Minneapolis, MN 1998 - 2000 Front Office assistant Manager Assisted the Manager in directing and controlling the activities of the Front Office, Reservations, Guest Activities, and ensured adherence to the Excellence Hotel standards, policies and procedures. Ensured that qualified personnel were selected, hired and trained in all areas of responsibility. Ensured that all personnel were kept well informed of department objectives and policies. Ensured that the proper image was being maintained by all Team Members with respect to grooming and uniform standards. Supported and participated in all hotel programs, policies and procedures with special emphasis on the orientation of new employees. Displayed fair treatment with respect to disciplinary action and provided supportive documentations. Prepared all necessary forecasts; worked closely with Reservations, Front Office and Sales to maximize occupancy, rate and revenue. Kept all departments notified of any fluctuations in business levels, special guests, groups, etc. Established and maintained close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service. Developed relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service. Made suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs. Monitored and analyzed the payroll for Rooms Division to ensure maximum effectiveness towards guests services while realizing full profit potential.

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Excellence Hotels & Towers, Minneapolis, MN 1996 - 1998 Front Office Supervisor Maintained awareness of undesirable persons on hotel premises. Contacted security where necessary. Ensured all closing duties for staff were completed before staff signed out. Conducted ongoing training with existing associates as necessary. Provided feedback to staff on their performance. Handled disciplinary problems and counseled employees. Fostered and promoted a cooperative working climate, maximizing productivity and employee morale. Prepared and submitted daily/weekly payroll records. Completed work orders for maintenance repairs and submit to Engineering. Contacted Engineering directly for urgent repairs. Documented pertinent information in department log book/daily checklist. Reviewed the arrival report for accuracy and completeness. Ensured that all VIPs were pre-registered according to standards. Monitored VIP arrivals. Worked closely with housekeeping to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns. Printed special requests report and block according to specifications.

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