Operational Excellence Market Research

Leo C. Pillai Hospitality Consultant

Doha, Qatar GSM: +974-******** e-mail: ***.********@*****.***

I am a results-oriented professional with a strong focus on operational excellence. Recently, I successfully integrated financial and business strategies into peak season activities, enhancing budget forecasting and resource allocation. By aligning business objectives with seasonal demands, I optimized operational efficiency and customer satisfaction.

Additionally, I implemented targeted training sessions to upskill teams, resulting in improved performance during high-demand periods. Regular audits were established to monitor compliance and identify areas for continuous improvement, ensuring sustained operational excellence.

Skills

Team Leadership Strategic Planning Cost Control Measures Relationship Management Customer Focus Team Mentoring

Work Experience

The Pearl Gates, Doha, Qatar 2024/07 - Current

Property Leasing Advisor

Client Relationship & Retention: Built long lasting relationships with clients by providing personalized advice, improving retention rates through tailored advisory plans and regular, insightful communication on market trends and portfolio adjustments.

Mentorship & Team Support: Mentored junior advisors, fostering a collaborative team environment focused on growth and continuous learning, enhancing team performance and service quality.

CRM Utilization & Reporting: Utilized advanced CRM tools to track client interactions and maintain detailed records, streamlining reporting mechanisms to provide transparent and accessible in

Market Research & Risk Assessment: Conducted in-depth market research to identify emerging trends and developed a comprehensive risk assessment tool, enabling more precise and informed investment recommendations for clients.

Al Liwan Suites, Doha, Qatar 2024/02 – 2024/06

Food & Beverages Manager

As a Food and Beverage Manager I had to oversee the daily Operations of dining areas ensuring Standard service and Customer Satisfaction. Manage staff, inventory, and budget and implement strategies to enhance profitability.

Qatar Foundation, Al Asmakh/ Amwaj, Doha, Qatar 2016/02 – 2023/09

Senior Operations Executive

Efficient Management of Support Services: strategically coordinate transportation, maintenance, security, cleaning, waste management, mail handling, parking, catering and ground maintenance to ensure smooth and efficient operations.

Collaborative Partnerships: Forge strong relationships with support partners, ensuring seamless service delivery and fostering positive long-term partnerships.

Staff Training and Mentorship: Trained and mentored staff to facilitate the adoption of new and existing programs, working closely with the HOD and clients to ensure high levels of customer satisfaction.

Maintenance and Facility Coordination: Oversee and strategize the maintenance of building systems, ensuring optimal functionality and adherence to standards within the designated areas.

Improved Client Satisfaction: Increased client satisfaction scores from 75% - 90% through effective service delivery and proactive issue resolution.

Regular Reporting: Provide annual reports to management, highlighting project progress, operational updates and areas for improvement.

Assistance with Operations and Space Planning: Assist staff with operational tasks, space planning, events, transportation and miscellaneous requests.

EHS Compliances: Ensure all building structures and services comply with Environmental Health and Safety Standards and local regulations.

Marriot Hotels, Chennai, India 2011 – 2015

Sr. Food & Beverages Executive

Employee Development and Performance: Coached, counseled and disciplined the staff while monitoring performance to ensure high productivity and a positive work environment.

Sales Maximization: Increased beverage and liquor revenue by 35% through targeted marketing, promotions and special events.

Inventory and Supply Management: Managed inventory, supplies and equipment across F&B outlets, adjusting staffing and payroll based on demand and maintaining efficient stock levels.

Operational Coordination: Collaborated with Chefs and staff on menu revisions, handled bookings and responded to customer enquiries to ensure smooth operations and excellent service.

Multi-Area F&B Oversight: Supervised various F&B areas including lounges, butler service and room service, reducing food costs by 5% while ensuring high standards of service.

AEIH Ltd.–The Oberoi Hotels, Udaipur, Rajasthan, India 2008/08 – 2011/10

Food & Beverage Supervisor

Employee Training and Development: Trained and mentored onboard staff, including new employees and maintained engagement through continuous coaching. Certified as a ‘Train the Trainer’ and Departmental Learning Certified Coordinator (DLCC)

Guest Experience and Issue Resolution: Ensured guest delight by managing guest history and resolving issues effectively, maintaining high guest satisfaction and long term loyalty through excellent communication.

Event Planning & Coordination: Planned and coordinated high volume banquet events ensuring smooth execution and customer satisfaction while supervising daily operations.

Certifications:

Certified Food Safety Officer, BSI (Dubai), Level 3

HACCP, Bureau Veritas, Level 3

Certificate in Hospitality & Tourism Management - Executive Education

Florida Atlantic University

International COVID-19 Training and Awareness Program Certification

Education:

Bachelor of Arts: Hospitality Management 2005 - 2008

Napier University, Scotland

Diploma in Catering & Hotel Management 2005 - 2008

Institute of Advanced Management, Calcutta

Class 10 & Class 12

St.Xavier’s Collegiate School, Calcutta

Follow me on: (linkedin.com/in/leo-pillai-0a695b107) (Instagram-leo.pillai27)

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