Manager Customer Service

SHARAT GOEL

Mobile: +91-981*******, E-Mail: **********@*****.***

Aspiring for senior level position to head Operations, Customer Service, Quality Assurance with a reputed organisation in the Hospitality/ F&B industry (Restaurants, Cafes, Fast Food joints, Food courts). Open to assignments in:

Facilities Management, Catering Planning & Execution, General Administration.

Housekeeping with organisations involved in delivery of Facilities Management services.

Executive Synopsis

Acclimatized professional with 17 years of incisive experience in the Restaurant – QSR / Service Industry in India and Kuwait. Last associated with Cocoberry A Cocoberry P Ltd. , New Delhi as Manager Operations . Proficiency in devising and implementing optimum business strategies to enhance property infrastructure, new project development, business development, quality standards across all departments. Expertise in designing & implementing training programs for bringing keen customer focus, high energy level and team spirit in the employees. Talent for proactively identifying & resolving problems – reversing negative sales trend, controlling costs and maximizing profits. Possess motivational management style with a record of building an efficient sales team. Deft at establishing optimum relationship with the team members to create harmonized environments.

Core Competencies Include

Strategy Planning Profit Centre Operations Business Development

Financial Operations Budgets Business Alliances

New Set-Ups Infrastructure Management Corporate Communication

Brand Management Events & Promotion Facilities Management

House Keeping F & B Operations Banquet Management

Procurement Functions System Implementation Cost Savings/ Reduction

Statutory Compliance Coordination/ Liaising Documentation/ Reports

General Administration CRM Team management

Training & Development Human Resource People Management

Career Scan

Since Aug’ 09 to present With Cocoberry India’s first premium fat free yogurt as Manager Operations

Managing Operations of 6 company owned outlets in Delhi NCR and Mumbai.

Motivated a team of Area Managers, Unit Managers, Floor Managers, Supervisors, Managers,

Chefs and crew ensuring desired performance levels.

Generated various MIS reports and implemented inventory system in order to identify profit & loss.

Opened 3 new outlets in Delhi.

Recruitment of new staff and appraisals of existing staff and managers.

Planning budgets, formulating and implementing Marketing strategies, sales promotions.

Planned & organized outdoor catering for some of the very elite clients and schools and colleges.

Performed weekly monthly audits for stores and warehouse.

From Nov’08 to Feb’09 with Haldiram Marketing Pvt. Ltd., New Delhi as Area Manager

Managing 5 units in Delhi NCR of Haldirams One unit consists of a Restaurant & Sweet Shop with self-service concept.

Planning budgets, formulating and implementing Marketing strategies, sales promotions and forecasting.

Successfully handled large catering orders and got repeat business for the company.

Planned & organized outdoor catering (ODC) for some of the very elite clients.

Planned schedule rosters of Kitchen/Front counter & Housekeeping staff and reduced the labour cost

by using multiple task and time management methods.

Motivated a team of Unit Managers, Asst. Unit Managers, Floor Managers, Supervisors, Kitchen Managers, Chefs & Cooks ensuring desired performance levels.

Ensuring strict cost control in order to achieve profitability of operations.

Implemented inventory system in units in order to identify the profit & loss.

Associated with IT department and generated various MIS reports and incorporated them to see the appropriate sales & stock reports.

Managed to solve some of the integrity issues at all levels

Opened Haldirams first new concept outlet in food court at DLF Saket mall, created new techniques to work in food court

Participated in grand opening and food festival at DLF Saket mall and made record sales.

Catered press conference of Zee TV’s (sa re ga ma pa) and served high tea buffet.

Performed weekly fortnightly & monthly audits for cashers, kitchens, warehouse and units, submitted audits reports in monthly board of directors meetings and made required changes & corrections as per the management.

Dec’07 to Aug’08 with Little Caesars Pizza & Popeye’s Chicken, KAFCO, Kuwait as Area Manager

(URL: www.popeyes.com & www.littlecaesars.com. Little Caesars Pizza American franchise has 11 branches in Kuwait and a very good hold on Dining & delivery segments. Popeye’s Chicken & Sea food American franchise trying to make good hold in this market having 7 branches overall in Kuwait & strong plans of opening new ones soon)

Managed 3 Popeye’s & 4 Little Caesar pizza restaurants of in the assigned region of Kuwait. Implementing training programmes for managers & crew members.

Planning budgets, formulating and implementing Marketing strategies, sales promotions and forecasting sales.

Attainments

Defined the target market and undertook various marketing campaigns to increase brand awareness of the chain. Recorded sales 25% higher as compared to FY 2006-07.

Played a major part in introducing school promotions. Secured major share of up to 15% from schools in terms of sale & brand awareness campaigns

Successfully handled large catering orders and got repeat business for the company.

Contributed significantly to strengthening the market position.

Nov’04 to Dec’07 with Segafredo Zanetti Espresso, Kuwait as Operations Manager

(URL: www.segafredo.it)

Establishing, overseeing and managing all aspects of operations.

Ensuring strict cost control in order to achieve profitability of operations.

Managing payroll, sales forecasting, budget planning, warehousing, inventory control, vendor management (both local and foreign) and manpower resources.

Leading and guiding team of 30 employees, and sustaining high motivation levels for the team.

Attainments

Pivotal in augmenting average daily sales of the chain by 40% in 2005-06 vis-à-Vis last financial year.

Defined the target market and implemented various marketing campaigns to increase brand awareness of the chain.

Instrumental in enhancing net profits by 18%. This was achieved by reducing waste from 16% to 7%.

Conducted training program for kitchen crew and service crew in the areas of Food Handling, Sanitizing, Storage, Temperature Zone, Service and Food Safety.

Carried out renovations and remodeling of the cafes to create a better ambience for the customers.

Essayed a major role in opening 2 new outlets at strategic locations within a span of 12 months in Kuwait. As a result, revenue generation was enhanced by 100%.

Contributed significantly to identifying new locations to expand Segafredo cafes in Kuwait. Identified new locations and subsequently, opened two new cafes.

Oct’00 to Jul’04 with Haagen Dazs Icecreams Café & illy-Coffee, Kuwait as Café Manager

(URL: www.haagendazs.com & www.illy.com)

Maintaining close coordination with Operations Manager in preparing various sales/ stock reports on daily, weekly, monthly and yearly bases.

Managing in-house bakery for the production of cakes, pies and other bakery products.

Interfacing with customers continuously for understanding their requirements and implementing necessary measures for enhancing customer satisfaction.

Supervising, scheduling roster and motivating a team of 35 employees, ensuring desired performance levels.

Attainments

Investigated and resolved issues pertaining to food & beverage quality and service, thereby ensuring achievement of improved customer satisfaction and also repeat business.

Successfully managed café’s operations in all aspects and consistently achieved sales targets for 3 years.

Effectively handled grand openings of three cafes in Kuwait, in compliance with the company procedures.

Provided training to the service staff in enhancing customer services. Also worked towards increasing profits through suggestive selling.

Merit of developing marketing campaigns to increase visibility of the restaurant. Also conducted analysis of market demographics to implement promotional activities.

Improved productivity and morale by initiating systems for accountability and by instituting effective training programs. Employee productivity improved by 30%.

Sep’98 to Sep’00 with Debenhams Café Venue, Kuwait as Management Trainee

(URL: www.debenhams.com)

Functioning as In-charge of ordering, inventories, scheduling of staff and customer service delivery.

Attainments

Effectively managed the café under the supervision of Café Manager and Operations Manager.

Attended various training programs in the areas of Café- Restaurant Management, Customer Service, Order Planning and Menu Planning.

Mar’93 to Jun’98 with Hotel Musoorie Club, Musoorie (India) as Supervisor/ Asst. Manager

(25-room deluxe hotel with restaurant in the hills of Uttarakhand)

Involved in handling the procurement, storage and distribution of raw materials for the hotel & restaurant, as well as administration of resources for smooth running of operations.

Attainments

Contributed towards development of innovative plans for the vacation session.

Maintained the property in all the manners.

Academic Credentials

B.A. from H.N. Bahuguna Garhwal University, Srinagar, Garhwal in 1998.

Professional Trainings

M.H. Alshaya Co. W.L.L. (Star Bucks Café) for the café and coffee machines.

Haagen Dazs Ice Creams in ice creams menu, cakes & Pies. Food safety

Illy Coffee in the coffee menu and machines.

Segafredo in coffee and machines and their concept.

Trained by highly experienced chefs in Salads, Sandwich’s, Pizza & Pasta.

Personal Details

Date of Birth : 2nd September 1974

Permanent Address : 41, Urja Ville, Sector 51, Noida-201 301 (Uttar Pradesh, India)

Tel. (Res.) +91-120-*******, Mobile: +91-981*******

Passport Details : E 8322915 (Issued at Kuwait. Valid up to 21-06-2014)

References : Available upon request

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