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ANKUSH ARORA
Hotel Operations Manager +9958948653
arora72000@yahoo.com
In quest of middle to senior managerial assignments in Operations, Customer Service with a reputed
organisation, preferably in the Retail/ Service sector.
Professional Exposure
Dynamic go-getter with nearly 7 years of rich experience in Retail Operations, Business Development, Profit
Centre Management (Quick Service Restaurant model),Fine dining restaurant and Customer Care with Connaught
Plaza Restaurant Pvt. Ltd.
An impressive and effective communicator with strong leadership, people management, relationship management
and coordination skills, Keen customer centric approach with zeal to achieve operational excellence. Skilled in
handling staff recruitment, retention and training.
Core Strength
Profit Centre Operations Business Development
Sales & Marketing Retail Operations
Customer Service Product Management
Inventory Management Merchandising
People Management Training & Development
Audits
Core Competencies
Guest/Customer Satisfaction:
To be readily available at all times to deal with problems or complaints
Anticipate and address guest issues and establish proactive processes to promote guest satisfaction.
Maintain Guest history with the department and ensure the same is updated
Inter departmental Communication
Liaise with Engineering to ensure safety hazards in front and back of house areas of the outlets are addressed.
Foster strong communication between Front Office and Housekeeping, Engineering, Finance, Reservations & Sales
Implementing and ensuring adherence to new process and procedures set with the operating department.
Hiring, training & development
Recruitment of staff
Ensure proper training and procedures are in place
Ensure effectiveness of training
Performance evaluation
Retention plan
Counselling.
Organizational Experience
Al-ZAITOON JAN 2015 - TILL DATE
Designation : RESTAURANT MGR
Location : New Delhi (Saket)
Team : 20
Responsibilities:
Formulating Operational Plans and maintaining coordination with different Department
Managers. Effectuating long-term, business plans in line with core business objectives.
Holding controllable P&L line items within budget and reconciling the monthly P&L with the
planned figures.
Coordinating In-store HR & Administrative activities including recruitment, training, wage
administration and retention of adequate number of staff.
Looking after local marketing and in store extension of national promotions.
Managing In-store Sales promotions; cross promotion. Events like Kid Day out; Suggestive
Selling; Volume Sales Promotion, etc.
Leading Inventory Control function; keeping sufficient inventory of raw material, reordering of
items, coordination with vendors for maintenance of vending machines, etc.
Conducting Systems Audit and ensuring all prescribed system standards are adhered to.
Furnishing regular MIS reports to the senior management to facilitate reviews and further decision
making. Ascertaining accuracy of monthly reports and verifying deposits.
Analysing restaurant trading area, major competitors and traffic generators, in order to maximize
sale.
Holding management team meetings, carrying out crew opinion surveys and communication
sessions.
Holding crew opinion surveys.
Analyzing business development areas.
Maintaining customer database .
Ensuring all food deliveries to be reach within timeline given.
Maintaining food cost within target by proper planning .
Conducting staff briefing before peak hours.
Hotel Rudraksha April2012 - Dec 21012
Designation : Hotel Operational Manager
Location : Rishikesh
Team : 30
Responsibilities:
Responsible for maximising revenue and flow through GOP to meet or exceed budgeted EBITA
Resolve customer complaints about food quality or service.
Manages financial activities.Reconcile all financial accounts.
Monitor actions of staff and customers to ensure that health and safety standards are met.
Maintain budget and employee records, prepare payroll, and pay bills, or monitor bookkeeping
records.
May use computer software to monitor inventory, track staff schedules and pay, and perform
other record keeping tasks.
Tie up with all Tours & Travels
Arrange for maintenance and repair of equipment and other services.
Total receipts and balance against sales, deposit receipts, and lock facility at end of day.
Recruit, hire, and oversee training for staff.
Cordinate with all departments head HK,FO ,Kitchen& Service.
Liasing with the client for obtaining work permits and obtaining signature on work for billing
purpose.
Make training plan and analyzing the need of training and re training.
Nurture a positive working environment and lead by example
making improvements to the running of the business and developing the restaurant.
Audits of the different section of the hotel.
Weekly manager meeting with different heads of the department and discuss their areas of
improvement
Making staff retention plan
Holding staff opinion surveys and discuss any issues if they have related to job.
Rajdhani Restaurant JUNE 2012 - APRIL 2014
Designation : UNIT SALES AND OPERATION MGR
Location : New Delhi (saket)
Team : 80
Responsibilities:
Promoting and marketing the buisness.
Overseeing stock levels
producing staff rotas.
Agreeing and managing budgets.
Controls purchase and inventory by meeting with account manager,negotiating prices and
contracts;developing preferred suppliers list.
Attracts patrons by developing and implementing marketing ,advertising,public and community
relations programs;evaluating program result.
Maintains safe ,secure and healthy facility environment by establishing ,following and enforcing
sanitation standards and procedure;complying with health and legal regulations ,maintaining
security systems.
Maintaining customer database and updating them about any new promotion running in restaurant.
MC DONALDS JULY 2007 - JUNE 2012
Designation : Asst Restaurant manager
Location : New Delhi,CP
Team : 50
Responsibilities:
Looking after the entire restaurant operation with the support of Restaurant mgr.
Ensuring all SOP'S to be followed by every crew member.
Handling H.R and Training department .
Focused on customer service and ensuring 0 complaints by giving proper service of food within
timeline.
Academics
BSC in Hotel management from IIHM,Kolkatta. --, Year 2004-2007
Three years Diploma in Hotel management and Catering Technology from West Bengal State council of Technical
Education --, Year 2004-2007
Major Accomplishments
Opening of New Restaurants in UP and Punjab Region.
Best Unit sales and operation manager of the region awarded in Rajdhani Restaurant ,Saket.
Led the successful implementation of:
Flier distribution and insertion in newspapers in the city on quarterly basis.
Tie ups with the school available in the surroundings of store to build sales
Organisation of Kids activity in schools, nearby residential apartments to build up brand name
Provide support to Marketing team in finding of appropriate locations for promotions & advertisement.
Trainings Attended
Effective Management Course conducted by McDonalds India New Delhi in May, 2008.
Advanced Shift Management Course conducted by McDonalds India New Delhi in November, 2007.
Basic Shift Management Course conducted by McDonalds India New Delhi in October, 2007.
The above courses were organized by McDonald India on the basis of Performance and experience leading to
successive management levels. The Course has been conducted in India by the Trainers of University.
Supervised Work Experience
20 weeks Industrial training from Jaypee Palace Hotel and Convention Centre, Agra in all the operational areas
and its allied areas.
Personal Details
Date of birth : Sept 30, 1985
Marital Status :Select
Languages :English, Hindi, Bengali, Punjabi
Address :Dehradun road,Rishikesh.

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dompdf_out (2)

  • 1. ANKUSH ARORA Hotel Operations Manager +9958948653 arora72000@yahoo.com In quest of middle to senior managerial assignments in Operations, Customer Service with a reputed organisation, preferably in the Retail/ Service sector. Professional Exposure Dynamic go-getter with nearly 7 years of rich experience in Retail Operations, Business Development, Profit Centre Management (Quick Service Restaurant model),Fine dining restaurant and Customer Care with Connaught Plaza Restaurant Pvt. Ltd. An impressive and effective communicator with strong leadership, people management, relationship management and coordination skills, Keen customer centric approach with zeal to achieve operational excellence. Skilled in handling staff recruitment, retention and training. Core Strength Profit Centre Operations Business Development Sales & Marketing Retail Operations Customer Service Product Management Inventory Management Merchandising People Management Training & Development Audits Core Competencies Guest/Customer Satisfaction: To be readily available at all times to deal with problems or complaints Anticipate and address guest issues and establish proactive processes to promote guest satisfaction. Maintain Guest history with the department and ensure the same is updated
  • 2. Inter departmental Communication Liaise with Engineering to ensure safety hazards in front and back of house areas of the outlets are addressed. Foster strong communication between Front Office and Housekeeping, Engineering, Finance, Reservations & Sales Implementing and ensuring adherence to new process and procedures set with the operating department. Hiring, training & development Recruitment of staff Ensure proper training and procedures are in place Ensure effectiveness of training Performance evaluation Retention plan Counselling. Organizational Experience Al-ZAITOON JAN 2015 - TILL DATE Designation : RESTAURANT MGR Location : New Delhi (Saket) Team : 20 Responsibilities: Formulating Operational Plans and maintaining coordination with different Department Managers. Effectuating long-term, business plans in line with core business objectives. Holding controllable P&L line items within budget and reconciling the monthly P&L with the planned figures. Coordinating In-store HR & Administrative activities including recruitment, training, wage administration and retention of adequate number of staff. Looking after local marketing and in store extension of national promotions.
  • 3. Managing In-store Sales promotions; cross promotion. Events like Kid Day out; Suggestive Selling; Volume Sales Promotion, etc. Leading Inventory Control function; keeping sufficient inventory of raw material, reordering of items, coordination with vendors for maintenance of vending machines, etc. Conducting Systems Audit and ensuring all prescribed system standards are adhered to. Furnishing regular MIS reports to the senior management to facilitate reviews and further decision making. Ascertaining accuracy of monthly reports and verifying deposits. Analysing restaurant trading area, major competitors and traffic generators, in order to maximize sale. Holding management team meetings, carrying out crew opinion surveys and communication sessions. Holding crew opinion surveys. Analyzing business development areas. Maintaining customer database . Ensuring all food deliveries to be reach within timeline given. Maintaining food cost within target by proper planning . Conducting staff briefing before peak hours. Hotel Rudraksha April2012 - Dec 21012 Designation : Hotel Operational Manager Location : Rishikesh Team : 30 Responsibilities: Responsible for maximising revenue and flow through GOP to meet or exceed budgeted EBITA Resolve customer complaints about food quality or service. Manages financial activities.Reconcile all financial accounts.
  • 4. Monitor actions of staff and customers to ensure that health and safety standards are met. Maintain budget and employee records, prepare payroll, and pay bills, or monitor bookkeeping records. May use computer software to monitor inventory, track staff schedules and pay, and perform other record keeping tasks. Tie up with all Tours & Travels Arrange for maintenance and repair of equipment and other services. Total receipts and balance against sales, deposit receipts, and lock facility at end of day. Recruit, hire, and oversee training for staff. Cordinate with all departments head HK,FO ,Kitchen& Service. Liasing with the client for obtaining work permits and obtaining signature on work for billing purpose. Make training plan and analyzing the need of training and re training. Nurture a positive working environment and lead by example making improvements to the running of the business and developing the restaurant. Audits of the different section of the hotel. Weekly manager meeting with different heads of the department and discuss their areas of improvement Making staff retention plan Holding staff opinion surveys and discuss any issues if they have related to job. Rajdhani Restaurant JUNE 2012 - APRIL 2014 Designation : UNIT SALES AND OPERATION MGR Location : New Delhi (saket) Team : 80
  • 5. Responsibilities: Promoting and marketing the buisness. Overseeing stock levels producing staff rotas. Agreeing and managing budgets. Controls purchase and inventory by meeting with account manager,negotiating prices and contracts;developing preferred suppliers list. Attracts patrons by developing and implementing marketing ,advertising,public and community relations programs;evaluating program result. Maintains safe ,secure and healthy facility environment by establishing ,following and enforcing sanitation standards and procedure;complying with health and legal regulations ,maintaining security systems. Maintaining customer database and updating them about any new promotion running in restaurant. MC DONALDS JULY 2007 - JUNE 2012 Designation : Asst Restaurant manager Location : New Delhi,CP Team : 50 Responsibilities: Looking after the entire restaurant operation with the support of Restaurant mgr. Ensuring all SOP'S to be followed by every crew member. Handling H.R and Training department . Focused on customer service and ensuring 0 complaints by giving proper service of food within timeline. Academics BSC in Hotel management from IIHM,Kolkatta. --, Year 2004-2007
  • 6. Three years Diploma in Hotel management and Catering Technology from West Bengal State council of Technical Education --, Year 2004-2007 Major Accomplishments Opening of New Restaurants in UP and Punjab Region. Best Unit sales and operation manager of the region awarded in Rajdhani Restaurant ,Saket. Led the successful implementation of: Flier distribution and insertion in newspapers in the city on quarterly basis. Tie ups with the school available in the surroundings of store to build sales Organisation of Kids activity in schools, nearby residential apartments to build up brand name Provide support to Marketing team in finding of appropriate locations for promotions & advertisement. Trainings Attended Effective Management Course conducted by McDonalds India New Delhi in May, 2008. Advanced Shift Management Course conducted by McDonalds India New Delhi in November, 2007. Basic Shift Management Course conducted by McDonalds India New Delhi in October, 2007. The above courses were organized by McDonald India on the basis of Performance and experience leading to successive management levels. The Course has been conducted in India by the Trainers of University. Supervised Work Experience 20 weeks Industrial training from Jaypee Palace Hotel and Convention Centre, Agra in all the operational areas and its allied areas. Personal Details Date of birth : Sept 30, 1985 Marital Status :Select Languages :English, Hindi, Bengali, Punjabi Address :Dehradun road,Rishikesh.