HEMANT GUPTA
Kochin
Summary
Senior Store Manager with background in overseeing daily operations of high-volume stores. Skilled in building and maintaining strong customer relationships, managing inventories, and driving sales through effective team leadership. Demonstrated success in staff training and development, improving store cleanliness standards, as well as implementing operational improvements for increased efficiency. Known for strategic planning abilities that contribute to long-term business growth.
Overview
13
13
years of professional experience
Work History
Hotel Manager
Muttam Residency 4 Star Hotel
Kottayam
11.2025 - Current
- Oversaw daily hotel operations and maintained high service standards.
- Managed staff recruitment, training, and performance evaluations.
- Developed and implemented operational procedures for guest services.
- Addressed guest feedback to improve satisfaction and resolve issues promptly.
- Handled guest complaints professionally and efficiently.
- Created a positive work environment for staff by providing guidance, support, recognition and motivation.
- Provided training to staff in customer service, safety, and other topics related to the hospitality industry.
- Ensured compliance with health and safety regulations throughout the property.
- Coordinated vendor relationships to secure timely supply of hotel amenities.
- Monitored customer feedback surveys and took appropriate action based on results.
- Delegated tasks and monitored employee performance across hotel departments.
- Conducted regular inspections of the property's interior and exterior areas to identify any maintenance issues requiring immediate attention.
- Organized promotional events to boost guest engagement and occupancy rates.
Store Manager
Fruitebae Signature
Kochi
08.2025 - 10.2025
- Implemented promotional strategies that increased customer engagement and drove foot traffic.
- Trained and supervised team members to ensure adherence to customer service protocols, enhancing customer satisfaction.
- Resolved customer complaints to ensure satisfaction and loyalty.
- Oversaw inventory management and ensured product availability.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Enforced health and safety regulations within the store environment.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Updated and maintained store signage and displays.
- Created weekly work schedules for store personnel.
Store Manager
Cold Stone Creamery
Kochi
04.2020 - 07.2025
- Managed store operations, including staffing, inventory, and daily financial reporting, to ensure seamless daily functionality.
- Achieved consistent sales growth and customer satisfaction targets, boosting repeat customer rate.
- Led, trained, and supervised a team of 8-10 staff members to deliver high-quality service and maintain brand standards.
- Oversaw inventory control and stock rotation, coordinating with vendors to maintain optimal product availability.
- Implemented local marketing and promotional activities, enhancing foot traffic and improving sales conversions.
- Tablez Food Company Pvt Ltd
Assistant Manager
Cold Stone Creamery
Kochi
02.2018 - 04.2020
- Conducted weekly audits of store and Central Production Unit (CPU) to ensure compliance with operational standards and food safety protocols.
- Monitored staffing levels according to sales forecasts, enhancing labor cost management and improving shift efficiency.
- Delivered structured training programs for Shift Managers and New Store Openings (NSO) to support leadership development and brand expansion.
- Collaborated with Area and Territory Managers to identify and implement strategies for sales enhancement and increased customer engagement.
- Ensured timely and accurate store opening and closing procedures, maintaining operational standards.
- Tablez Food Company Pvt Ltd
Shift Manager
Cold Stone Creamery
Kochi
01.2017 - 02.2018
- Verified daily sales reports (DSR) for accuracy, ensuring proper authentication of banking, discounts, and void transactions.
- Performed daily Quality, Service, Cleanliness & Experience (QSCE) walk-throughs to uphold brand standards.
- Maintained high standards of health, hygiene, and food safety compliance across store operations.
- Managed cash handling and register operations in line with company policies.
- Resolved customer concerns and promoted satisfaction by introducing ongoing promotions and new products.
- Ensured accurate stock levels through daily/weekly inventory checks and implemented FIFO practices to minimize wastage.
- Coordinated timely stock deliveries with vendors, updating invoices and production data to streamline inventory management.
- Tablez Food Company Pvt Ltd
Shift Supervisor
Cold Stone Creamery
Dubai / Sharjah
05.2013 - 08.2016
- Maintained high standards of health, hygiene, and store cleanliness, adhering strictly to company and regional food safety policies.
- Managed cash handling and POS operations, ensuring accuracy and compliance with financial procedures.
- Resolved customer complaints and concerns, enhancing satisfaction and fostering loyalty.
- Conducted onboarding and training sessions for new staff, improving their performance and reinforcing brand service standards.
- Promoted upselling and product sampling, increasing revenue and enriching guest experience.
- Collaborated with Apparel Group to enhance product displays
Education
Hotel Management -
Skill India
Moti Bagh12-2011
Intermediate -
Government Senior Secondary School
Janak PuriSkills
- Customer Service
- Team Management
- Effective Communication
- Team Collaboration
- Problem-Solving
- Decision-Making
- Time Management
- Leadership
- Creativity
- Cash handling
- Staff training
- Vendor management
- Team building
- Store opening and closing procedures
- Leading staff meetings
- Employee training
Honor Awards
- Spearheaded a 20% year-over-year sales growth across 4 Cold Stone Creamery outlets by optimizing store operations, enhancing team productivity, and executing targeted local marketing initiatives.
- Achieved 15% YoY growth in operational efficiency across 4 outlets by standardizing store processes and optimizing staffing.
- Improved customer satisfaction scores by 20% through focused training and implementation of guest engagement practices.
- Oversaw P&L for multi-unit operations, maintaining profitability through effective cost control, stock optimization, and upselling strategies.
Profile Summary - Summary
Dynamic and performance-driven Food & Beverage professional with over 10 years of progressive experience in retail and QSR operations across India and the UAE. Adept at overseeing multi-unit operations, enhancing customer satisfaction, and driving revenue growth through strategic planning, team leadership, and operational excellence. Proven ability to manage large teams (40+ staff), optimize P&L, ensure compliance with brand and hygiene standards, and implement training programs that build high-performing teams. Committed to fostering a service culture that delivers consistent guest satisfaction and strong financial results.
Languages
English
Upper Intermediate (B2)
B2
Hindi
Native
Native
Malayalam
Beginner
A1
Accomplishments
Top Performance
Hobbies
- Playing Cricket
- Watching Movies
- Travelling New Places
- Interest in History
Timeline
Hotel Manager
Muttam Residency 4 Star Hotel
11.2025 - Current
Store Manager
Fruitebae Signature
08.2025 - 10.2025
Store Manager
Cold Stone Creamery
04.2020 - 07.2025
Assistant Manager
Cold Stone Creamery
02.2018 - 04.2020
Shift Manager
Cold Stone Creamery
01.2017 - 02.2018
Shift Supervisor
Cold Stone Creamery
05.2013 - 08.2016
Hotel Management -
Skill India
Intermediate -
Government Senior Secondary School