This document outlines key performance indicators for hospitality management. It includes maintaining revenues between $10-30M annually per unit with GOP performance of 55-65% and EBIDTA of 50-55%. It also covers managing capital investments over $300M, customer feedback systems, sales and marketing initiatives to achieve over 90% occupancy, asset management processes, business continuity planning, project management, and managing a multinational team.

1. KEY PERFORMANCE INDICATORS
1. FINANCIAL/P&L
PERFORMANCE
* Managed Hospitality Revenues ranging from $10M to
$30M annually/Unit
* Ensured sustained Hospitality Unit GOP performance @
55% to 65% of Revenue
* Hospitality EBIDTA maintained @ 50% to 55% of
Revenue
* Establish (bottom – up) annual Operations Budgets for
Departments, Unit & Region with the concerned teams
* Monitor Actual performance & FY Projections in
accordance with the approved Budgets on a Calendar basis
* Handled Capital investments (New Projects &
Renovations) in excess of $300M
* Managed CAM accounts (at Lodha) for all India based
Residential & Commercial developments – annual CAM
Revenue $95M+
* Managed CAM accounts (at Lodha) for Palava City –
Common Area & City Federation – annual CAM Revenue
$60M+
2 PRODUCT &
SERVICE
EXCELLENCE
* Coordinated implementation of Company Customer
feedback systems & processes
* Ensured feedback is filtered in the Unit/Region across the
organization & appropriate changes are swiftly made in the
SOP if so required
* Setup & implemented suitable Customer feedback
incentive programs for Sales & other departments
* Actively promoted internal customer Team Building
programs & initiatives
* Established & implemented Capital investment, R&R and
Preventive Maintenance programs to ensure ‘zero defect’ in
the product & service delivery
* Coordinated the conduct of quantitative & qualitative
product & market surveys with recognized survey
organizations
* Completed an extensive program in the implementation &
assessment of the Malcolm Baldridge Award for
Organizational Excellence
3. BUSINESS
DEVELOPMENT
(SALES,
MARKETING &
BRAND GROWTH)
* Managed the Unit & Regional Sales Teams & Property
Marketing initiatives – achieved consistent >90%
Occupancy levels after quick stabilization period
* Actively assisted in the growth of the Brand in the
immediate market & overseas thru additional Management
contracts & offering of Technical Services
* Actively assisted in the growth of the sub brands
comprising Serviced Offices, F&B outlets, Spa, etc
* Setup & implement Reservations/Bookings based incentive
programs for the Sales Team

2. 4. ASSET
MANAGEMENT
* Coordinated with the Team all systems & processes related
to the smooth pre-opening/grand opening activity of a
property & internal areas
* Actively coordinated the setup of Strata Title & Juristic
body in Jakarta
* Actively coordinated the setup of a REIT (Real Estate
Investment Trust) in Bangkok
* Actively coordinated the setup/handover of a Co-Operative
Housing Society in Mumbai
* Actively coordinated the setup/handover of a Residents
Management Association in certain parts of India
* Active Team member that setup Palava City Management
(Dombivali) in coordination with IBM
* Negotiated & executed several Unit Management
Agreements, SLA based Vendor Agreements, Work
Contracts & other commercial documentation in Indonesia,
Thailand, Malaysia, Vietnam & India
* Actively assisted in the acquisition & sale of assets –
perform financial & operational due diligence
* Ensured implementation of SOP to meet Statutory
requirements related to Internal Audit, Annual Audit, Tax
guideline adherence, etc
* Ensured implementation of SOP to meet Statutory
requirements related to Corporate governance (SOX),
Legal & Commercial compliance
* Implemented SOP related to the upkeep & maintenance of
Residential Apartments, Office spaces & Retail/Mall areas
sold to Customers pending Handover
5. BUSINESS
CONTINUITY ,
PLANNING
* Coordinated the conduct of Risk Assessment Analysis of
the property performed by International agencies &
implement corrective action as recommended
* Compiled & implemented various Red Alert emergency
SOP related to Fire, Bomb/Terrorist Acts, Epidemics &
other Customer & Property emergencies to protect life,
asset & data
* Coordinated the execution of various Insurance covers viz.
Industrial All Risk, Business Interruption, etc
* Coordinated the implementation of various SOP related to
Engineering Audits, Data backup Audits, etc
6. PROJECT
PLANNING, DESIGN
COORDINATION &
PRE-OPENING
* Set up Project planning & projections, Operating
equipment budgets, Pre-opening budgets, Operating
budgets
* Experienced in coordinating the completion of projects –
from design to post-opening with international space
planners, architects, designers, project managers,
construction vendors & Brand/Management entities
7. CORPORATE
SOCIAL
RESPONSIBILITY
PROGRAMS
* Participated in various Corporate/Company sponsored CSR
drives related to the homeless, HIV children, Orphans,
Flood ravaged areas, etc
* Ensured sustained Capital investment towards ‘Green’

3. initiatives at the property – Energy, STP, Water
Management, usage of Chemicals, etc
* Actively encouraged Owners to invest in LEED
(Leadership in Energy & Environmental Design)
Certification & followed thru with the concerned Designers
for adherence
8. MULTI-NATIONAL
& MULTI-
CULTURAL TEAM
MANAGEMENT
* Work experience in Singapore, Thailand, Indonesia,
Malaysia, Vietnam & India
* Managed teams that comprised nationals from Singapore,
Malaysia, Indonesia, Philippines, Myanmar, Thailand,
Vietnam, Japan, China, South Korea, Australia, New
Zealand, India, Nepal, GCC Countries, Egypt, South
Africa, France, Germany, British, Ireland, Peru, USA,
Canada, etc