Santanu Pal

Hospitality & operations with 20+ years' experience scaling multi-city operations, driving P&L, governance, and CX; trusted CXO partnering for strategy, transformation & growth

Key Accounts Manager – Operations at Elior India (2025-09 – Present)

Lead KPI reviews, risk identification, and execution control across key accounts; drive P&L and COGS optimization; deliver process improvements; own NPS and Client Happiness Index; strengthen MIS, audits, and performance visibility

• Governance & Performance: Lead KPI reviews, risk identification, and execution control across key accounts
• Cost & Ops Excellence: drive P&L, COGS optimization, and standardized, compliant operations
• Transformation: deliver process improvements and cross-functional efficiency gains
• Client Experience: own NPS and Client Happiness Index for proactive issue resolution
• Strategic Partnering: strengthen MIS, audits, and performance visibility with leadership

Sr. Operations Manager (Central) at Ekam Ultra Farm Pvt. Ltd. (2023-05 – 2025-08)

Built integrated farm-to-fork supply chain across D2C, B2B, and B2C dark stores. Delivered 5% topline contribution in 3 quarters via institutional partnerships. Led setup of 4,500 sq. ft. fresh cuts processing facility

• Built integrated farm-to-fork supply chain across D2C, B2B (Sodexo, Compass, Elior), and B2C dark stores (Swiggy, Zomato)
• Delivered 5% topline contribution in 3 quarters via institutional partnerships
• Led setup of 4,500 sq. ft. fresh cuts processing facility (Karnataka Govt-backed initiative)

F&B Excellence (Central Support) at Stanza Living (2019-12 – 2022-02)

Led pan-India F&B standardization, strengthening SOPs, audits, and performance tracking. Delivered 8% cost savings through menu engineering. Drove VAS pan-India launch and menu management digitization

• Governance & Performance: Led pan-India F&B standardization, strengthening SOPs, audits, and performance tracking
• Cost & Operational Excellence: Delivered 8% cost savings through menu engineering and composition rules across all cities
• Transformation & Innovation: Drove VAS pan-India launch, Box-to-Bain Marie shift, and menu management digitization for scale and efficiency
• Customer Experience: Improved customer satisfaction by 25% through data-driven CX initiatives

Area General Manager at Zolo stays (2022-02 – 2023-04)

Led MAHE- Hostel ops, 80cr. PnL, and hostel aesthetic transformation

• Led MAHE- Hostel ops, 80cr. PnL, and hostel aesthetic transformation

Area Manager – Training at Oriental Cuisines (2013-01 – 2016-12)

Drove training and service consistency

• Drove training and service consistency

Restaurant Manager at Washington Mayfair (2011-02 – 2012-11)

Managed operations and guest experience

• Managed operations and guest experience

Restaurant General Manager (KFC & Pizza Hut) at Devyani International (2008-07 – 2010-09)

Led QSR ops and P&L

• Led QSR ops and P&L

Assistant Manager – F&B at Quality Inn Golden Park (2004-12 – 2008-06)

Supported F&B operations

• Supported F&B operations

Senior Executive – Bar at Astor (2003-09 – 2004-12)

Managed bar operations

• Managed bar operations

F&B Supervisor at Carlton Crest Hotel (1999-10 – 2003-07)

Supervised F&B operations

• Supervised F&B operations

MBA in Hospitality Management – University of Wales, London (2012)

Advanced Diploma in Hospitality – William Angliss (2002)

Bachelor of Arts – CU (1998)

Higher Secondary – KV (1995)