PANKAJ KUMAR
Mumbai
Summary
Results-driven manager with 22 years of experience implementing innovative management strategies that reduce costs and boost revenue. Highly organized and professional, with exceptional communication skills. Proven ability to inspire and develop dynamic teams.
Overview
24
24
years of professional experience
Work History
General Manager- Hospitality
The Cricket Club of India Limited (BCCI)
Mumbai
09.2023 - Current
- Inspires and motivates the team to achieve operational excellence.
- Creates a synergistic leadership team and business environment that consistently delivers positive results and continuously strives to improve these results.
- Leading Administrative Operations and Hospitality Department Teams
- Evaluated leadership structure on property to enhance team effectiveness.
- Set clear goals and expectations for direct reports through performance reviews to enhance team alignment.
- Managing and Sustaining Sales and Marketing Strategy
- Develops deployment strategies to market property to continue to grow market share.
- Supports the sales strategy by encouraging leadership teams to develop effective revenue management strategies.
- Ensures focus is on proactive selling as well as reactive selling.
- Review the STAR report and competitive shopping reports and use other resources to maintain an awareness of the property’s market position.
- Oversaw relationships with property stakeholders to ensure effective collaboration.
- Assists with building and maintaining the owner’s relationship as a business partnership while maintaining the General Manager’s position as the point person for the owner.
- Manages an effective balance between the owner's interests and the company’s interests.
- Understand the owners' perspective and ROI expectations.
- Monitored profitability to identify financial improvement opportunities and drive strategic initiatives.
- Identifies key drivers of business success and keeps the team focused on the critical few to achieve results.
- Review sales goals and strategies to ensure alignment with the brand's business strategy and proper pricing and positioning of the properties in the market.
- Champions change to ensure the property is profitable.
- Maintaining Revenue Management Goals
- Supports the property General Manager(s) in executing the sales and revenue management activities to maximize performance.
- Ensures the above property sales and revenue engines are leveraged to drive RevPAR improvement year after year.
- Oversees the alignment of revenue strategies amongst the area properties.
- Ensures capital expenditure funds are being used to address the priorities outlined in the brand business strategy.
- Managing Property Operations
- Hold staff accountable for successful performance.
- Utilizes an “open door” policy.
- Communicates a clear and consistent message regarding property goals to produce desired results.
- Fosters employee commitment to providing excellent service.
- Managing and Conducting Human Resources Activities
- Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
- Hired executive committee team members exhibiting functional expertise and creativity to fulfil operational business needs.
- Creates appropriate development plans based on individual strengths, development needs, career aspirations and abilities.
Director of Food and Beverage
Forest of Arden Marriott
09.2022 - 09.2023
- Develop and manage the annual food & beverage budget.
- Monitor and control labor costs.
- Monitored and forecasted food & beverage revenues and expenses to align with company financial objectives monthly and annually.
- Controlled food & beverage inventories to optimise stock levels and minimise waste.
- Implement and monitor the ordering and receiving program to ensure proper quantity and prices on all purchases.
- Manage food preparation.
- Implement new menu items and policies to enhance customer satisfaction and perceived value.
- Monitor performance to ensure adherence to all service standards, sanitation standards, and productivity standards to ensure exceptional guest satisfaction.
- Maintain cleanliness and sanitation levels to the Health Department's always required ratings.
- Maintain inventories of related food & beverage equipment.
- Organise multiple projects; manage and prioritise multiple tasks and meet deadlines.
- Follow sustainability guidelines and practices related to HHM’s Earth View programme.
- Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
- Completed various tasks to support management directives.
- Birmingham, United Kingdom.
Hotel Operations Manager
MGM Hotels & Resorts
10.2021 - 09.2022
- Managed operations of two hotels – MGM Glasgow River Hotel (120 keys) and MGM Clumber Park Hotel (65 keys).
- Monitored daily operations closely to maintain adherence to standard operating procedures across SPA Club departments.
- To have proper coordination among all the departments (F&B Service & Production, Recreations, Housekeeping, Engineering, Security, Accounts, HR, customer relations, Concierge, & IT) within the SPA Club to ensure that all operations run smoothly & in harmony.
- Improved profitability through effective control of materials, expenses, production, and team management.
- Reviewed manpower strength and performance of subordinates to optimise staffing effectiveness.
- Assigned responsibilities to SPA Club executives, controlled and monitored their work, and facilitated training and development opportunities.
- To take necessary steps to ensure immediate service recovery in case of any negative feedback.
- Maintained public relations with residents (tenants or owners) and gathered feedback for higher management.
- Review all changes in menus, merchandiser and pricing of food, beverage & recreation sales.
- Maintain and enforce all existing systems and methods prescribed by the organisation.
- Recommend changes for the improvement of overall control and advise Sr. VP Operations in developing improved Management information systems.
- Conducted quarterly market surveys across departments to gather insights for strategic decision-making.
- Implemented control measures to prevent pilferage and misuse of club consumables.
- Conducted weekly store checks to identify and remove expired items.
- Monitored compliance with government regulatory requirements to maintain operational standards.
- Ensured proper handling of materials during receipt under responsible supervision.
- United Kingdom, England.
Hospitality Management Expert
Department of Tourism, (ITDC & BSTDC Hotels)
01.2020 - 09.2021
- Managed sales, operations, and cost control for ITDC and BSTDC hotels, ensuring financial sustainability.
- Strategize the Leasing & Operations of the Government Hotels.
- Managed government event budgets and upgraded ITDC and BSTDC hotels.
- Public-Private Partner Model Hotel projects executions – Pataliputra Ashoka Hotels (ITDC).
- Worked under the Bihar Vikas Mission projects related to hotel tourism.
- Developed Covid-19 standard operating procedures for BSTDC hotels and restaurants.
- Implemented Bihar Tourism policy in collaboration with KPMG, aligning initiatives with strategic tourism development goals.
- For Bihar Tourism promotion work with Branding Partners (MMT & Thrillophilla).
- Prepared bid documents including NIT, EOI, RFP, and RFQ for hotel projects.
- Audited all food and beverage departments.
- Government event planning and execution.
- Profit and loss analysis for the specific event executed.
- Post-event evaluation and reporting.
- Coordination of event communications: branding, online and offline marketing.
- Contributed to the transaction advisor committee for hotel development.
- Initiated the hotel Registration process of all the hotels within the BSTDC territory.
General Manager Operations
TAKSHASHILA HOTELS PVT. LTD.
11.2017 - 07.2019
- Fully responsible for the Food & Beverage Operations of the following brands:
- Coordinated large banquet operations across multiple venues, including Pune Racecourse and Reliance, to create seamless experiences for diverse events and weddings.
- Managed operations at Kalinga, a seafood specialty restaurant, to deliver exceptional service and enhance customer satisfaction.
- Directed activities at Babylon Grill room, a multi-cuisine establishment, to enhance guest dining experiences.
- Coordinated services at Level V Bistro, specialising in Mediterranean and European cuisine, to provide a memorable dining atmosphere.
- Managed brewing operations at Babylon Craft Brewer, ensuring quality production and innovative beer offerings.
- (Pune)
Senior Operations Manager
PAN INDIA FOOD SOLUTIONS PVT. LTD.
04.2011 - 01.2015
- Directed core customer service operations and business development for fine dine, casual dine, and QSR brands in Mumbai, Pune, and Raipur, enhancing brand presence and customer loyalty.
- Managed operations for Copper Chimney, a renowned North Indian culinary landmark, ensuring high-quality service.
- Directed service strategies at Bombay Blue, a multi-cuisine lifestyle restaurant, to improve guest experiences.
- Managed daily operations at Spaghetti Kitchen, an Italian casual dine restaurant, delivering quality dining experiences and fostering a welcoming atmosphere.
- Supervised staff and operations at Noodle Bar, an authentic Chinese restaurant, ensuring seamless service delivery and customer satisfaction.
- Directed operations at Coffee Bean & Tea Leaf, a café, focusing on quality beverage preparation and customer service.
- Coordinated product offerings at Gelato Italiano, a low-fat Italian ice cream parlor, to attract health-conscious customers.
Asst. Food and Beverage Manager
The Oberoi
04.2006 - 01.2008
- Managed daily food and beverage operations in Dammam, Saudi Arabia, maintaining high standards of service and guest satisfaction.
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Scheduled employees to keep shifts well-staffed.
- Maintained cleanliness and organisation within the dining area, adhering to hygiene standards.
Asst. Restaurant Manager
RADISSON NEW WORLD
06.2004 - 06.2006
- Managed daily operations of the restaurant, overseeing food quality and customer service standards.
- Supervised, trained, and scheduled team of 20+ staff, enhancing service quality.
- Coordinated employee schedules to maintain optimal staffing levels for service demands.
- Managed restaurant operations in Shanghai, China, ensuring smooth daily functioning.
Asst. Restaurant Manager – Kafe Fontana
TAJ PALACE HOTEL
New Delhi
12.2003 - 06.2004
- Managed daily operations of restaurant, maintaining high food quality and exceptional customer service standards.
- Supervised team of 20+ staff members, conducting training, scheduling, and performance evaluations to enhance team effectiveness.
- Scheduled employees to keep shifts well-staffed.
- Coordinated restaurant operations in New Delhi, India, ensuring smooth service delivery and operational efficiency.
Guest Service Coordinator (Trainee Captain)
ITC GRAND MARATHA SHERATON
Mumbai
12.2001 - 11.2003
- Managed guest complaints calmly and professionally, offering effective solutions to enhance guest satisfaction.
- Resolved guest complaints by actively listening to concerns and offering swift solutions.
- Delivered customer service in Mumbai, ensuring guests received a positive experience.
- Managed reception phone calls, dealing with matters including bookings, enquiries and complaints.
Education
Certification of Food Allergy Management Level 3 -
CIPD
UK01-2023
Certification of Food Hygiene Level 3 -
CIPD
United Kingdom01-2021
Certification of Catering (Level 2) & Food Safety Supervisor -
FSSAI / FoSTaC
India01-2020
Certification of Retail & Distribution -
FSSAI / FoSTaC
India01-2020
Bachelor - Hotel Management Catering Technology
JIWAJI UNIVERSITY
Gwalior01-2001
Skills
- Operations management
- Inventory management
- Cost optimisation
- Revenue management
- Quality assurance
- Operational excellence
- Performance monitoring
- Policy improvement
- Stakeholder engagement
- Team leadership
- Leadership development
- Conflict resolution
Accomplishments
- Conduct 2023- & 2025-Women Premier League as a Venue Manager
- Best Employee of the year 2002 in ITC GRAND MARATHA SHERATON, Mumbai.
- Certificate of Appreciation in 2014 from PAN INDIA FOOD SOLUTIONS PVT. LTD.
- Times Food Award 2012 - Best Italian restaurant SPAGHETTI KITCHEN.
- THE BIF F AWARD 2016 - Best Italian restaurant PASTA BOWL COMPANY.
Custom Projects
- PASTA BOWL COMPANY PVT. LTD., Gurgaon, Dine & Wine Italian Restaurant, 2009-01-01
- JOURNEY OF SPICES, NOIDA, Authentic Indian Coastal Cuisine Restaurant, 2010-01-01
- JINDAL CLUB, HISAR, Banquet set up with Café House, 2010-01-01
- MAZIQUE, NEW DELHI, Pan Asian & Mediterranean Cuisine Restaurant, 2010-01-01
Websites, Portfolios and Profiles
linkedin.com/in/pankaj82
Personal Information
- Passport Number: L5528428
- Father's Name: Shri Amarnath Prasad
Language
Hindi
Proficient
C2
English
Advanced
C1
Chinese (Mandarin)
Elementary
A2
Hobbies and Interests
- Music
- Sports (cricket & football)
- Travelling
Timeline
General Manager- Hospitality
The Cricket Club of India Limited (BCCI)
09.2023 - Current
Director of Food and Beverage
Forest of Arden Marriott
09.2022 - 09.2023
Hotel Operations Manager
MGM Hotels & Resorts
10.2021 - 09.2022
Hospitality Management Expert
Department of Tourism, (ITDC & BSTDC Hotels)
01.2020 - 09.2021
General Manager Operations
TAKSHASHILA HOTELS PVT. LTD.
11.2017 - 07.2019
Senior Operations Manager
PAN INDIA FOOD SOLUTIONS PVT. LTD.
04.2011 - 01.2015
Asst. Food and Beverage Manager
The Oberoi
04.2006 - 01.2008
Asst. Restaurant Manager
RADISSON NEW WORLD
06.2004 - 06.2006
Asst. Restaurant Manager – Kafe Fontana
TAJ PALACE HOTEL
12.2003 - 06.2004
Guest Service Coordinator (Trainee Captain)
ITC GRAND MARATHA SHERATON
12.2001 - 11.2003
Certification of Food Allergy Management Level 3 -
CIPD
Certification of Food Hygiene Level 3 -
CIPD
Certification of Catering (Level 2) & Food Safety Supervisor -
FSSAI / FoSTaC
Certification of Retail & Distribution -
FSSAI / FoSTaC
Bachelor - Hotel Management Catering Technology
JIWAJI UNIVERSITY