Deepak Tiwari

Manager Operations @ PJSL (Pacific Maintained Service Private Limited)

• Mall Operations: Ensure smooth day-to-day operations of the mall, including maintenance, security, and customer service.

• Tenant Management: Foster strong relationships with tenants, manage lease agreements, and ensure timely rent payments.

• Customer Experience: Develop and implement strategies to enhance customer experience, including events, promotions, and amenities.

• Safety and Security: Ensure the mall's safety and security protocols are in place and effective.

• Financial Management: Manage mall finances, including budgeting, forecasting, and cost control.

• Marketing and Promotion: Collaborate with marketing teams to promote the mall and drive foot traffic.

• Facility Management: Oversee maintenance, repairs, and upgrades to the mall's facilities and infrastructure.

Performance Metrics

• Customer satisfaction ratings

• Tenant retention rates

• Foot traffic and sales growth

• Safety and security incident reports

• Financial performance metrics (e.g., revenue growth, expense control)

• Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
• Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
• Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
• Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.

• Company Overview: (Cushman & Wakefield)
• Responsible for the day to day presentation and ambience of the mall including but not limited to standards pertaining to retailer shop units, kiosks, mall common area, Dining Areas, external areas, commercial and marketing assets
• Maximize the mall's influence and leadership position in the community and with partners for the company's benefit
• Create and develop products, processes and services which deliver an enhanced proposition or efficiencies for retailers in the delivery of service, sales and operations
• Direct, support and manage the Retailer Relations team in the delivery of their objectives
• Assist in co-ordination of emergency situations and crisis management to ensure business continuity retained
• Attend any such incident as soon as practical and act as an ambassador for the business in protection of our brand integrity
• Support the Mall manager in all health, safety and environmental initiative.
• (Cushman & Wakefield)
• Maintained accurate records of staff attendance, sales figures and stock levels.
• Investigated customer complaints in a timely manner, resolving issues efficiently.
• Provided training sessions for new staff members on company policies and procedures.
• Reviewed customer feedback surveys in order to identify areas for improvement.
• Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.

• Able to handle guests in an efficient way giving preference to up-sell.
• Inventory management.
• Daily updating of records to meet audit levels.
• Staffing & scheduling.
• Maintaining the store to meet the Chi Hygiene safety levels.
• Adhering all sops, control damages and wastages.
• Monitoring the stock levels of consumables/ stocks at the materials warehouse & ensuring timely procurement and replenishment of stock.

• Completes the daily responsibilities that are set for each individual shift.
• Complete closing duties, including restocking items, turning off lights, etc.
• Conducts monthly inventory checks on all operating equipment and supplies.
• Take an active role in coaching and developing junior staff.
• Assist guest with table reservation.
• Ensure guest are serviced within specified time.
• Speak with guests and staff using clear and professional language, and answer phone calls using appropriate telephone etiquette.
• Able to answer any questions regarding menu and assist with menu selections.
• Able to anticipate any unexpected guest need and reacts promptly and tactfully.
• Always applies service techniques correctly at all times, and serving Food & Beverage items with enthusiasm.
• Serve food courses and beverages to guests.

• Ensuring the bar and staff operate efficiently.
• Upholding high hygiene standards.
• Reconciling banking.
• Marketing and promoting products.
• Hiring and training staff.
• Creating weekly work schedules.
• Maintain inventory and stock.