General Manager
Regus
Total years of experience :22 years, 1 Months
March’13 Regus as General Manager
Highlights -
•Successfully opened two new profit centers in last two years
•Recognized for highest tour to deal ratio in the market
•Turned around profitability for three centers and moved it upwards by ~50%
•Have been acknowledged to demonstrate highest occupancy & sales conversion rate
•Highest NPS for managed business centers
Key Responsibilities -
Sales/Marketing:
•Generate profitable new business through prospective enquiry within the local market.
•Drive and maximize service revenue through up-selling of variable services to new and existing customers.
•Conduct tours, with a goal of converting prospects into customers by effectively understanding of business requirements and selling the entire product range.
•Effectively manage leads and continuously updates CRM throughout the sales process to close of deal.
•Kept abreast of the local market by attending networking events and building strong channel relationships with commercial brokers
Operations/Financial Management:
•Accountability for Centre profitability, Centre performance and the Centre's success through P&L management.
•Effectively manage the renewal process working to retain every customer at a profitable margin.
Maximize occupancy and profitability of the center by proactively managing customer’s expansion requirements.
•Regularly participate in the monthly center business review process, account for profit and loss and drive agreed actions to enhance center performance.
•Regularly review center costs and reduce outgoings where reductions can be identified.
Customer Service
•Focus on meeting Customer satisfaction and retention metrics, maintain and develop existing customer relationships.
•Ensures the team is delivering exceptional customer service and customer's needs are handled effectively and efficiently.
•Provide direction to the team to ensure there is a clear focus on delivering a 90+% customer satisfaction rating
Part of pre-opening team, responsibilities included -
o Identifying operation needs
o Short listing perspective vendors
o Drafting and finalizing training documents
o End to End Recipe Management of the final product
o Due Diligence on site selection
Lead budgeting and cost apportioning activity as a part of setting up financials for the organization
Designed end to end staff training module along with hiring prediction and implementation plan
Vendor Management including selection, compliance and financials
Branding amongst premier corporate prior to product launch
Formulated Standard Inter departmental Operating Procedures covering product specifications and staff roles & responsibilities
Revenue Management through active Kiosk Management along with forecasting and mitigating any risk arising out of variations
Market Research in liaison with Production Manager to create and update forecasting model in lines with business goals
Client Management to maximize foot falls and understanding end needs to align objectives of Kiosk to that of Corporates
One of the fastest certified personnel in all sections of one of the biggest fast food chain (KFC)
Undergone one of the prime leadership training programme - LAS (Leading a Shift) and LAR (Leading a Restaurant) and BOR (Board of Review) certified to handle any restaurant.
Leading one of the most critical operational project of Yum, Branded Service and Family Tree
Initiated improvement projects on Faster Turn Around Times on Front Line Customer Service thereby enabling profitability through turn over.
Leading a team of 110 team members including Outlet Managers to generate maximum revenue.
Reporting to Regional and Territory manager in terms of day to day operations and business reports
Member of opening team for a new outlet and ensuring all logistics are met
Pivotal in liaising with business development team and identified locations for outlets
Played a stellar role in turning around a non-revenue generating outlet to Profit generating outlet.
Successfully opened 23 new outlets and increased market share and penetration.
Significantly contributed in generating highest sale across India for the region at various occasions.
Handled operations with a team of 35 members to achieve the Customer Mania Award from YRI in the last quarter of 2005.
Pivotal in managing the Same Store Sales Growth (SSSG) program for the restaurant
Efficiently prepared various MIS reports to track, analyze and control cost of sales etc.
Reduced over 28% in team member turnover through better training and retention programs
Distinction of being a part of “Management Development Program”
Received
o 3 Moment of Truth Awards for the restaurant in 3rd Quarter.
o 12 consecutive CHAMPS 100s in Home Service and was the only restaurant in the city to win Club Millennium and Club Elite award.
o Highest SSSG Store Award at Pizza Hut, Kothrud from YRI for year 2004 by increasing the sales up to 52%, through major focus upon Corporate Tie Up’s and various marketing Channels.
Customer Mania Award from YRI in the last quarter of 2005.
Conducted training and skills development programs for multi-skilled personnel from the outlet
Played a key role in increasing Home Service Sales through team driven results for the financial year 2003-2004
Pivotal in finishing LAR (Leading a Restaurant) consisting of
o 21 modules of in-depth study of handling and motivating team to drive results.
o 19 modules of in -depth study of managing a Restaurant in absence of the Restaurant General Manager.
Distinction of finishing LAS (Leading a Shift) consisting of 11 modules of in-depth study of managing a shift and basic responsibilities of Shift Manager.
Worked on the preparation of 6 Projects on Standard Operating Procedures and presented it to the review board, thereby analyzing opportunity areas and making implementation plan.
Initiated “Best Practice” of calling back the customers on daily basis and reviewing the results achieved.
Successfully completed, 3 years of Diploma in Hotel Management, ,from Institute of Hotel Management, Catering Technology & Applied Nutrition from Chennai. Specialised in Food & Beverage Services.