Geo John Pandari

Senior Property Manager:

Role: Lead CX Specialist, Lead Community Vibrancy, Building/ Property/Facility Manager, Head Soft services, Customer & People Engagement program, Innovation & Digitalization, Health & safety, Environment & Sustainability

Play a pivotal role in ensuring the highest standards of hospitality and customer services across the properties. Oversee the day-to-day operations of our hospitality department, striving for excellence in customer satisfaction, operational efficiency, revenue generation, and Environment, Health and Safety Compliances. Strategic vision and leadership to be instrumental in shaping the customer experience and enhancing the brand reputation.

Area Handled:

Sixty-nine (69) acres , 7.5 million Sqft of building area (12 buildings -NON SEZ, SEZ & Mall) which is multi-tenant buildings with the pax movement of sixty five thousand daily, 10 acres Landscaping, STP 3 MLD and Waste management center to cater 5 Ton waste. Work includes and is not limited to as below.

Strategic Leadership:

• Develop and implement strategic plans and initiatives to enhance hospitality offerings across our properties.
• Define goals, objectives, and KPIs to measure the success of hospitality operations.
• Stay abreast of industry trends and best practices to drive innovation and Competitiveness.

Operational Management:

• Oversee all aspects of hospitality operations including front desk services, concierge, housekeeping, food & beverage, and guest relations.
• Ensure smooth and efficient day-to-day operations, maintaining high levels of service quality and guest satisfaction.
• Monitor key performance indicators (KPIs) such as NPI, CAM charges, O&M charges, occupancy ,customer retention , VOC , budgeting and revenue to optimize overall performance.
• Reinstatement works carried out for two lac sqft plus for customers within the facility.
• Support provided to PAN INDIA team with required inputs for as and when required for standardization
• Administered operations to handle needs of more than 100 plus tenants across ITPL property units.
• Part of Training H.O.S.T, POSH and CL Core values to Direct and in direct staffs.

Contract Management

• Preparations of RFP.s with detailed scope, technical requirements, consumable , manpower , machinery etc
• Part of tendering process, evaluation of vendors and finalization.
• Manage services contract, SLA‘s , CPE , MIS , billing etc.

Team Management:

• Recruit, train, and supervise staff, fostering a culture of excellence, teamwork, and continuous improvement.
• Set performance standards, conduct regular performance evaluations, and provide coaching and mentorship as needed.
• Promote a positive work environment that encourages employee engagement and retention.

Customer Experience:

• Champion a guest-centric approach, ensuring personalized and memorable experiences for all customer .
• Address customer feedback and complaints promptly and effectively, striving for resolution and customer satisfaction.
• Implement initiatives to enhance customer loyalty and drive repeat business.

Financial Management:

• Preparation of CAPEX / OPEX budget , monitoring budgets YOY /MOM , tracking the expenses , optimizing / controlling , approving based on scientific / technical study
• Develop and manage the hospitality department budget, optimizing expenses while maximizing revenue opportunities.
• Analyse financial performance metrics and identify opportunities for cost savings and revenue growth.
• Collaborate with teams to develop pricing strategies and promotional campaigns to drive occupancy and revenue.

Compliance and Quality Assurance:

• Ensure compliance with industry regulations, safety standards, and company policies and procedures.
• Conduct regular audits and inspections to maintain high cleanliness, hygiene, and safety standards.
• Implement quality assurance programs to uphold brand standards and reputation.
• Part of BCP team, preparation & finalization of process document & execution.
• Internal auditor for EHS [ ISO 14001:2015 & ISO 45001:2018]
• Support offered towards achieving IGBC rating Platinum / Gold certifications for 9 buildings.
• Part of IGBC NET ZERO certification for Energy, water and waste.

Digitalization and Sustainability

• Played a major role in implementation of digitalized checklist / info graphic boards within the facility.
• Introduced feedback mechanism through digital mode.
• IOT devices for restroom maintenance
• Minimized Plastic free / usages within the premises through various programs.
• Conducted various Awareness sessions for customers on sustainability.
• E trucks were introduced to reduce emissions.
• 95% utilization of Solar Renewable energy for building operations.
• Created Biodiversity Park – 22,500 Sqft
• Created Healing Garden – 3000 Sq ft area
• Created Waste management center with automation systems – The Green Bin - In house management of waste. 100% recycled.
• Assessment of Carbon sequestration program of the facility
• Introduced HOSCHIGRU landscaping nursery where 30% of the plants are propagated in house.

Stakeholder Relations:

• Build and maintain strong relationships with property owners, investors, partners, and vendors.
• Collaborate with cross-functional teams to align hospitality initiatives with broader company objectives.
• Serve as a brand ambassador, representing the company at industry events and networking opportunities.

Joined as Assistant Maintenance Manager (Engineering & Maintenance Department) in 2008

- Promoted to Deputy Maintenance Manager

- Maintenance Manager (position during resignation)

Roles Assigned :

• Planned scheduled maintenance as part of preventive maintenance program.
• Supervised employee performance, preventive maintenance and safety.
• Developed and implemented employee incentive programs to promote top performance.
• Managed efficient teams of 800 plus employees (Direct & Contractor).
• Delegated tasks to carefully selected employees in alignment with resource management goals.
• Rolled out improved training programs for maintenance employees.
• Created and implemented maintenance program to optimize operational efficiency.
• Established and documented protocols for preventive maintenance procedures.
• Created work schedules and set up training for contract employees working on various aspects.
• Provided guidance to management regarding new technology for onsite improvements.
• Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
• Conducted training and inspections for new employees.
• Contributed to development, implementation and execution of maintenance programs.
• Procured pricing information from various vendors to support cost-effective purchasing.
• Improved staffing during busy periods by creating employee schedules and monitoring callout's.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Conducted supplier risk evaluations and assisted with regulatory inspections.
• Assisted in organizing and overseeing assignments to drive operational excellence
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Supervised and performed human resource management functions for 16 subordinates.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Defined clear targets and objectives and communicated to other team members.
• Performed supplier risk evaluations and supported regulatory inspections.
• Used strategies to promote exceptional customer service and create a positive environment for employees and clients.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Implemented process improvement initiatives within department.
• Supervised site investigations reported issues and escalated those that required further assistance.
• Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth operations.
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Managed overstocking, restocking and inventory control procedures during shift.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Utilized exemplary negotiation skills to obtain good service agreements and assure quality standards of service partners.
• Developed detailed plans based on broad guidance and direction.
• Supervised staff of 800 plus personnel by implementing company policies, protocols, work rules and disciplinary action.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Trained and developed personnel to improve safety, employee relations and resolve issues.
• Encouraged departmental employees to present positive, exemplary image to customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Reduced workflow inconsistencies by recruiting and hiring capable staff members.
• Launched quality assurance practices for each phase of development.
• Part of Co-ordination activities for new projects, expansions, proposals for improvement of existing facilities / process etc..

Completed 9 contracts in 5 different Ships (Romantic, Europa, Victoria, Atlantic & Mediterranean) Started carrier in the company as Cabin Steward (Housekeeping Department) got promoted to Asst Housekeeping Manager later moved to F&B department as Buffet Supervisor (2nd Officer Ranking/Manager) in F&B hierarchy & was also being trained in F/B Controls & Operations.

Work handled and carried out during this period and not limited to

• Operation & Maintenance: Cleaning & Housekeeping / Food & Beverage Division, Room Division (handling 900 plus rooms), Vestibule & all common areas
• Internal Auditor - Hygiene & Sanitation (United State Public Health)
• Inventory, Procurement for Galley and F& B.
• Food & Beverage Service operation – QSR/ A ‘la Cart restaurant.
• Planning, Customer Service, Training, preparation of Manuals and Sop’s,
• Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
• Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
• Introduced new methods, practices and systems to reduce turnaround time.
• Implemented employee safety initiative for over seven years.
• Supervised operations team to support operational excellence and excellent customer service.
• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Developed and maintained operational guidelines for staff.
• Generated operational reports for management on monthly schedule.
• Educated operations team on best practices, company policies and service excellence standards.
• Coordinated with reporting officers in different operational issues and promotional activities.
• Developed productive, profitable and achievement-oriented working environments for employees.
• Evaluated inspection reports and service tickets and prepared repair invoices.
• Evaluated current operational strategies and recommended improvements.
• Monitored employee productivity and optimized procedures to reduce costs.