PANKAJ GUPTA

Currently manage a portfolio of 8 operational hotels and 4 pre-opening properties, stationed at the Crowne Plaza New Delhi Mayur Vihar as General Manager. My role involves supporting the Regional General Managers of each hotel to enhance financial performance, guest satisfaction, team dynamics, and owner relations. The combined turnover of these 8 hotels exceeds ₹400 crore, with a GOP of 44%. For FY 2024, the portfolio has successfully achieved all key performance metrics.

Additionally, I serve as the Guest Experience Champion for SWA Region, supporting all 55 IHG-operated hotels in managing guest experiences and overseeing the Brand Audit process. Under my leadership, IHG SWA has successfully achieved all guest experience metrics for FY 2024.

• In addition to being General Manager at Crowne Plaza Mayur Vihar, I also have the following responsibilities in the IWG C-A region
• Guest Experience Champion-C-A Currently, I mentor and coach leaders across the C-A region comprising of 47 operating hotels and 5 pre-opening hotels to enhance the guest experience
• This includes overseeing the guest metrics, brand standards, and GCI and implementing strategies to optimize satisfaction
• I am proud to share that IWG C-A is green on all parameters
• Crowne Plaza New Delhi Mayur Vihar is currently ranked number 1 in C-A on all guest metrics
• Honored with the prestigious Innovation Impact Award at the IWG IMBA GM Event in Riyadh in 2022
• Received the Hotelier National General Manager in the Upper Upscale Category Award in 2022
• Received the IWG C-A Winning Days Champion of the Quarter in both Q2 2022 and Q1 2023
• In 2022, I accomplished remarkable results, achieving a total revenue of 61 Cr
• With a 46% G's
• Notably, all hotel metrics were in the green, marking the highest Total Revenue since the hotel's inception
• Looking ahead to 2023, our hotel is poised to reach new heights, targeting a Total Revenue of 76 Cr
• With a 40% G's
• This represents a substantial 40% growth since 2019 and a notable 20% increase from 2022
• Impressively, we anticipate maintaining all metrics in the green
• I have overseen a 90% growth in RGI from 2022, positioning our hotel as a leader in the C-A region for Guest Love, Loyalty Recognition, Breakfast Experience, and Arrival Experience, all achieved with a commendable 90% occupancy rate
• We take immense pride in transforming our hotel into a premier food and beverage destination, encompassing our dining outlets and banquet facilities
• Through meticulous optimization of all our banquet venues, we have successfully achieved a remarkable 65% growth in banquet revenue since 2019
• To enhance our offerings, we are expanding with the addition of 15 Club Rooms, three banquet spaces, and two food and beverage outlets, projecting an additional 10 Cr in Total Revenue
• Recognizing the importance of colleague well-being and work-life balance, my focus on these aspects has contributed to a healthy attrition rate in the property
• Furthermore, my commitment to leadership development is evident in organizing team-building trips to Goa in 2022 and Singapore in 2023
• Additionally, I have played a key role in coaching and mentoring strategic talent within IWG
• Holiday Inn Lucknow Airport I am also keen seeing and mentoring the General Manager at Holiday Inn Lucknow since pre-opening, i.e
• October 2022
• The hotel had a successful launch in April 2023 and cleared the brand audit in September

• The hotel has surpassed all targets and budgets during the tenure
• Optimized available spaces and introduced CSA and Caloon in the hotel
• Owner Engagement- The owner relationship was the key focus from Day 1
• IWG and owner relations strengthened during my tenure, the owner agreed to pay the pending IWG fees
• Successfully retained Dhao to be operated in-house, which led to Dhao becoming one of the best pan Asian restaurants in Jaipur
• No retrenchment during Covid and successful re-opening of the hotel post-lock-down
• Successful Room to Grow stories, including Narayan Tharoor, who is currently the GM of Holiday Inn Yirakhpur
• Sustainability initiatives in the property that optimized green initiatives along with efficient G's

• General Manager- Renaissance Lucknow Hotel- March 17 to December 17
• A 100 Rooms property with 2 dining outlets, 2 Meeting Rooms, 1 Ball Room & 15000 Cft Banquet, Swimming Pool, Gymnasium and Tea Lounge
• General Manager- Aloft Bengaluru Whitefield- June 14 to February 17
• A 166 rooms hotel with 2 dining outlets, 2 Meeting Rooms, 1 Ball Room & 5000 Cft Banquet, Swimming Pool, Gymnasium, CSA and other facilities
• Highlights: Improved Guest Choice score from 7.6 to 8.4
• Growth in G's by 40%
• Reduced the operating cost by 12%
• Highest New Year revenue since the hotel inception
• Led the team in successfully bidding for large-scale outdoor catering events

• Taking care of Royal Orchid properties in Bengaluru
• Optimized the procedures in the hotels and developed a result-oriented team
• Managed property General Managers and ensured patch performance was at peak
• Developed a robust Incentive program for the sales team and promoted inter-hotel sales
• Along with DME, attended monthly hotel review meetings to guide hotel General Managers and teams to bridge gaps and discuss new business opportunities
• Successfully closed the Bengaluru aero show and WA8 catering bidding process in favor of Royal Orchid hotels

• Responsible for 4 Pride Properties in the southern region
• Successfully implemented marketing plans to ensure a core G's of 450 across all units in the region
• Regular Interaction and support to all unit General Managers
• Developed financial, operational and business plans through market research and forecast
• Prepared and executed strategies to maximize hotel revenues
• Key focus on the positive work environment for all colleagues
• Led community and sustainable initiatives in the region

• General Manager
• Rooms Division Manager