1. Philip James
Phone: +91-9899000535 (M); +91-11-26861726 (R)
Email: philip.james05@gmail.com
Executive Summary (23 + Years – Quick Service Restaurants & Hospitality)
 A seasoned Business Manager with the highest sense of integrity & passion to deliver results with complete
Profit & Loss (P&L) responsibility through process excellence, operational efficiency, customer connect,
people management & compliance consistency with all stake holders of the business.
 Communication and interpersonal skills have made me an analytical & problem solving professional with
command over process designing, development & roll out for its effective & productive usage with
measurable results.
 My domain expertise lies in Process, Operations, Sales Building, Profitability Analysis, Recruitment,
Training, Performance Management, Audits (People, Product, Processes, Equipment& Profitability),
Maintenance & Repair (M&R) etc.,
 I carry reasonable understanding of the business (Organised Retail, QSR, Hospitality) value chain
encapsulating Real Estate Acquisition, Project Management & Development, Licenses & Permissions,
Marketing, PR & Communication, Supply Chain Management (SCM) clubbed with delivery processes,
CRM & Financials involved in operations with periodical review & reporting to superior including board
level professionals etc.,
Career Snapshot
Company Role & Jurisdiction
Span of Control
(Number of
Subordinates)
Reporting Tenure & Location
McDonald’s India
(N & E)
Sr. Manager
(Operation &
Training)
4 Director (T&D) May 2012 till Date
-Do- Manager (O & T) 2
Sr. Manager
Training
Feb 2008 to May 2012
-Do- Training Consultant 1 -Do- May 2006 to Feb 2008
Pizza Hut (Yum!
Int)
Area Coach 120 CEO / COO Dec 2003 to Apr 2006
TGI Friday’s
(USA Based)
General Manager –
Delhi
35 CEO Dec 2002 to Dec 2003
McDonald’s India
(North & East)
MT to Area Supervisor 100
Operation
Consultant
Jan 1996 to Nov 2002
Park Royal Hotel
Room Service
Manager
15 GM Sept 1995 to Dec 1995
Quality Inns&
Comfort Inn
Management Trainee
to Asst. Manager
(F&B)
10 F & B Manager
Jul 1992 to Dec 1993 ;
Jan 1994 to Sept 1995

2. Corporate : Contributions & Learning
McDonald’s India (North & East) May 2006 till date
An USA based Quick Service Restaurant (QSR) chain spread over 131 countries. The number one QSR chain in
the World. Established in India in October 1996 which has over 160+ restaurants in the North & East India
region comprised of Delhi, Haryana, Uttar Pradesh, Rajasthan, Punjab, Himachal Pradesh, West Bengal,
Uttarakhand, Madhya Pradesh, Bihar and Jammu.
 Strategic operational initiatives with new product rollouts by integrating and delivering the Global
McDonald’s curriculum to train managers on soft and technical skills across levels. Curriculum redesigning,
development, modification and implementation.
 The Market Lead for the Global Restaurant Operations Improvement Process (GROIP) which is an audit
process of Operational Procedures. Awarded under TTT at Singapore for the rollout of GROIP for the
region.
 Project Manager between McDonalds’s Intl and Globally approved vendor International Service Check
(ISC) for successful implementation of the Global Mystery Shopping Program (MSP).
 Compliance & Quality Standard audits along with the Operations &Training Team across all stores to
ensure adherence to standards. Conducting employee and manager engagement programs designed to lead
to exceptional business results in Customer Satisfaction, People development, Sales & Profitability.
 Accountable for the ROI on training investments with equal weight-age to operational efficiency &
customer connect.
Pizza Hut, Gurgaon Dec 2003 till Apr 2006
Pizza Hut (Yum! Intl), globally acclaimed brand with its products & positioning (Gurgaon, Basant Lok, Dwarka,
Janak Puri, Agra & NFC – Delhi NCR)
 Complete profit & loss responsibility for the outlets at Basant Lok, Faridabad, New Friends Colony and in
Gurgaon at City Centre, Metropolitan MGF and Sushant Lok in terms of sales, profit, people development
and customer satisfaction as well as implementing customer mania sessions while also executing the
Quality audit processes introduced by YUM Intl. Additional responsibility of ENCON Project (Energy
Conservation).
TGI Friday’s, New Delhi Dec 2002 till Dec 2004
The premier casual dining and bar chain originated in the USA with its footprints in almost all of the
developing & developed countries of the world.
 Worked on casual dining aspects in kitchen, service &bar. Was responsible for the restaurant at Connaught
Place with a focus on sales building, training, as well as streamlining the Quality and Service levels.
McDonald’s, New Delhi, India Jan 1996 to Nov 2002
Was hired as a Management Trainee (MT) to start with “International Training” in Indonesia (Jakarta). Rose
through the rungs to the level of Area Supervisor within 6 years of time with wholesome P & L responsibility to
“Set-up, Operate & Manage” new stores in Haryana (Manesar-drive thru) & MGF Gurgaon (mall location).
 Sound knowledge with competence over project management techniques like PERT/CPM. Exposure to Real
Estate Development, Maintenance & Repair with an aim to settle new upcoming stores & make them
profitable (SOI +ve).
 Managed service, quality and profit delivery for outlets located at Noida, Preet Vihar, Khan Market and
New Friends Colony etc.,

3. Historical Achievements (Milestones)
o Area Manager of Highest sales volume restaurant in Northern India for the year 2001 & 2002.
o Area Manager of the most customer friendly restaurant (highest WOW grades) in Delhi (based on
various audit parameters)
o Awarded Restaurant Manager of the year 2000.
o Restaurant Manager of the first break-even restaurant in the history of McDonald’s India at the country
level.
Park Royal Hotel, New Delhi, India Sept 1995 to Dec 1995
A 5-star deluxe hotel in New Delhi with major responsibility to Set up customer friendly & comfortable Room
Service Operations as the Room Service Manager.
Quality Inns: Chennai & Goa (India) July 1992 to Sept 1995
Started my professional career as a Management Trainee (MT) through campus selection. This was the Indian
franchisee of the International Quality Inns (Choice) chain of hotels.
 Was trained on all aspects of budget hotels’ operations which included front desk to kitchen operations
with exemplary room services & customer handling skills. Managed Room Service, Coffee Shop, Banquets
and Speciality Restaurants immediately after completion of orientation.
Learning & Achievements
o Streamlined Room service operations in the 4-star business hotel.
o Introduced processes and implemented them to raise customer satisfaction levels from a very poor level
to a near zero complaint level within a period of seven months.
o Was an integral part of the management crisis handling team when there was a lockout at the hotel in
Goa and protected the interests of the Company and the hotel.
Educational & Professional Qualifications
Educational
 Bachelor of Hotel Management (BHM) from WGSHA (Welcome Group Graduate School of Hotel Administration,
Manipal, Karnataka)
 Certified Quality Manager course – Indian Institute of Quality Management (IIQM), Jaipur (Raj)
 ISC & ICSE (St. Columbus School, New Delhi)
Professional (Courses completed during my association with McDonald’s International are recognized globally &
equivalent to any other post graduate professional degree of business management or operations in India)
 New Consultant Development Program(NCDP) – Hamburger University, APMEA
 Training Consultants Course (TCC) – Hamburger University, Sydney (Australia)
 Advanced Operations Course (AOC) – Dean’s List - Hamburger University, Sydney (Australia)
 Basic Operations Course (BOC)- Golden Hat – McDonald’s Jakarta (Indonesia)
 Basic & Intermediate Management Course (BMC &IOC) – McDonald’s Jakarta (Indonesia)
Personal Details
D.O.B. : February 06, 1970
Spouse : Ms. Shalini Philip
Children : Master Noel Philip (XI1th Std) & Master Nikhil Philip (IX Std)
Passport Number : J7478669
References : Shall be provided on request