General Manager Operations
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A seasoned & tactful General Manager with Leadership & Management skills, Strategic Planning skills, Operational Management skill, Financial Management skill, Mktg & Sales skill, Communication skill, Problem solving skill, besides being a Visionary Leader, Customer focused, with Integrity & Ethics, Emotional Intelligence, Adaptability and Decision Making. Also am skilled in Revenue Management, Digital Mktg, with Hospitality Industry Knowledge and Language skill.
Indicators are Occupancy & Revenue Growth, Guest Satisfaction & Loyalty, Employee Engagement & Retention, Operational Efficiency & Cost Control, Market share & Competitive positioning.
Jan 2024– Present General Manager– Soods Himalayan Vista – Kalimpong. (A unit of Rare Himalayas Wellness Hospitality comprising of 10 Boutique properties, LHW, 300+ rooms, 400+ staff, F & B outlets, Spa
Banquet & catering : 80 - 150
Responsibilities •Reporting to the Group GM/Owners
Planning, directing, and coordinating the operations of the organizations properties. Overseeing multiple departments at all locations. Supporting the General Manager in overseeing the daily operations enhancing customer service satisfaction & driving the achievements of business goals in exhibiting a blend of leadership, operational expertise& strategic thinking to manage staff optimizing processes & ensuing high service standards across departments, thereby fostering a positive work environment.
Acting as a key organizational leader, collaborating closely with teams to ensure seamless operations & consistent performance.
Achievements & Highlights: - Elevated total hotel sales by 30%within the first year by streamlining operations and introducing new marketing initiatives.
Transformed customer service models, which resulted in a 20% increase in client satisfaction rate and 15%, increase in return patrons.
Reduced annual operating cost by 18% through innovative procurement tactics, staff training, and efficient rostering.
Led a diverse team of 50+individuals, ensuring optimal customer service and a high-quality guest experience.
Implemented a sustain able initiatives program, reducing energy usage by 30% without compromising guest comfort.
Increased room bookings by 25% through strategic pricing and effective online promotional campaigns.
Improved guest satisfaction scores by 30% by implementing a robust training program for all guest service personnel.
Negotiated vendor contracts, resulting in a 15% reduction in House Keeping and maintenance cost. Boosted Front Desk efficiency by 35% through the implementation of a new scheduling system.
Decreased customer complaint rates by 40% by establishing a proactive problem-solving approach within the team.
Streamlined check-in process, reducing average time spent by guest at the desk by 15%.
URL http://www.rarehimalayas.net/http://rarehimalayas.com www.soodshimalayan.com
Dec 2017– Dec2023 Zonal General Manager - Operations – Chiabadi Group of Mountain Retreat, Resort & Spa – Darjeeling.
5Boutique properties, LHW, 23rooms, 5 F&B outlets, Spa Banquet & catering :150
Responsibilities •Reporting to the Owners
Functioning as the strategic business leader of the property's Operations. Areas of responsibility include Front Office, Spa, Housekeeping, Food and Beverage/Culinary, Logistics and Maintenance. Position works with direct reports from department heads to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives.
The position ensures the property’s operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the departments and developing positive owner relations. Developing and implementing property- wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment.
Core Work Activities: Managing Profitability & Revenue goals. Managing the Guest experience. Managing & Conducting HR activities. Leading Operations & Department teams.
Achievements & Highlights Increased revenue by 14%
Planned, organized and executed renovation of all depts.
Reason for leaving Better prospects
URL http://www.chiabadi.com
Nov2012 – Nov2017 General Manager – Operations. Titanic Hotel & Spa, Kurdistan, Northern Iraq Five star luxury property, LHW, 85 rooms, 5 F&B outlets, Spa
Banquet & catering : 900, 750 & 450
Responsibilities • Report directly to the Owner
Achievements & Highlights Increased F&B revenue by 14%
Opening of outdoor catering Received Staff of the month/year Award, Best GM of the year award.
Planned, organized and executed renovation of all F&B outlets
Reason for leaving Better prospects
URL www.titanichotel-sul.com
May 2012– Oct 2012 General Manager; Highcrest Hotel & Spa, Kurdistan, Northern Iraq Five star Luxury property, 93 rooms, 7 F&B outlets, Spa
Banquet & Catering : 900,750, 450 & 320
Responsibilities •Report directly to the Owner
Achievements &Highlights Increased F&B revenue by 12%
Planned, organized and executed renovation of all F&B outlets Organized ASTA conference with over 1500 delegates
Increased F&B covers to 3 million per year
Reason for leaving End of contract, better prospective offered
URL www.highcresthotel.com
Sept 2009– Sept 2011 General Manager – Al Bustan Palace, A unit of Ritz Carlton, a luxury property , 250 rooms, 3 Fine Dining & 2 full fledged Bar. Muscat, Oman
Responsibilities • Report directly to CEO
Achievements & Highlight Planned & revamped all 3 F&B outlets (3restaurants, 2 bar)
Wrote and tailored manuals, SOP’s & policies to outlet requirements
Re-trained staff of new outlets introduced and set new SOP’s for the seemless operations of the private beach, spa, pools, sports facility, water sports, tennis, yoga, meetings & events services Managed & organized several VIP gathering/caterings. Introduced Star Chef of Oman Contest.
Reason for leaving End of contract. URL www.ritzcarlton.com/en/hotels/mctrz-al-bustan-palace
School St. Paul’s Boarding & Day School, Calcutta 10 I.C.S.E.
1975 with 56% English, Hindi, History, Geography, Math, Science.
College St. ThomasBoysSchool, Calcutta 2 I.S.C.
1977 with 56% English, Hindi, History, Principal of Accounts, Economics, Structure of Commerce
Pro. College University of Calcutta, Calcutta 2 2 (Two) B.Com
1979 with 63% English, ACNP, Commerce, ACNP-1, ACNP-2.
Spl. Training International Institute of Advanced Studies, School of Hotel& Tourism Management, Calcutta 3 3 Years Dip.
1988 with 70% Accounts, Bev. Service Pract., Communication, Computer, Front office Pract/Theo, Food Prod. Pract/Theo, French Pract/Theo, H/K Pract/Theo, Hygiene & Nutrition.
Short Term Courses International Institute of Hotel Management, Calcutta 6 Mts. 6 Mts. Certificate
1987 with 85% Theory, Practical and Industrial Training.
