PRATIK GHAG
Kalyan,MH
Summary
Results-driven Hotel Operations Manager with over 5.5 years of experience in overseeing hotel operations and enhancing guest experiences. Specializes in team collaboration, conflict resolution, and maintaining service standards. Focused on operational efficiency and adapting to changing needs to foster a reliable work environment.
Overview
10
10
years of professional experience
Work History
Duty Manager
PURPLE PARROTS ENTERTAINMENT AND HOSPITALITY PTV LTD - BMX CINEMAS
12.2024 - Current
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Trained employees in job functions to enhance team competency and service quality.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Conducted performance evaluations for team members, identifying improvement areas and recommending action plans to foster growth.
- Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
- Managed staff scheduling to ensure optimal coverage and support efficient operations during peak hours.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
Area Manager
Ab Coffee
08.2024 - 11.2024
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Developed and implemented strategies to improve customer service and increase sales.
- Enhanced overall efficiency by identifying improvement areas and implementing targeted changes.
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
- Transformed underperforming teams into productive, profitable teams.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Oversaw inventory management, reducing costs through accurate forecasting and strategic purchasing decisions.
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
Shift Supervisor
Starbucks
12.2020 - 07.2024
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Trained new employees and delegated tasks to enhance team performance.
- Managed cash handling procedures, ensuring accuracy in transactions and reducing discrepancies in reconciliations.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Supported employees during challenges, guiding problem-solving to enhance operational efficiency.
- Completed store opening and closing procedures and balanced tills.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
Shift Manager
Wok Express
09.2018 - 05.2020
- Promoted a positive work environment through open communication and constructive feedback.
- Monitored receipts, employee hours, and inventory movements to ensure accurate reporting and accountability.
- Trained and mentored new employees to maximize team performance.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Coordinated scheduling of breaks and shifts with team members to comply with state regulations and maintain operational flow.
- Supervised employees and ensured adherence to quality standards for food and services, maintaining compliance and enhancing customer experience.
F & B Associate
SOFITEL MUMBAI
10.2017 - 09.2018
- Created warm and welcoming environment for guests, enhancing their overall dining experience.
- Ensured an efficient and safe delivery of all food and beverage orders in line with guest expectations.
- I studied the menu and food options to effectively respond to guest inquiries.
- Ensured that guests are seated and provided with menus promptly.
- Delivered all food and beverage orders efficiently and safely, aligning with guest expectations.
Barista
TATA STARBUCKS PVT LTD
07.2016 - 09.2017
- Created warm and welcoming environment for guests, enhancing overall customer experience.
- Familiarized with menu and food and beverage offerings to effectively answer guest inquiries.
- Delivered food and beverage orders efficiently and safely, meeting guest expectations.
Education
Bachelor's in Hotel Management -
QUEEN MARGARET UNIVERSITY
MUMBAI 04.2001 -
Associate of Science - Higher Secondary Examination
MODEL COLLEGE
Kalyan, India 04.2001 -
High School Diploma -
ST.JUDES ENGLISH HIGH SCHOOL
Kalyan, India 04.2001 -
Skills
Operations management
Hospitality Operations
Team supervision
Staff scheduling
Cash management
Time management
Work organization
Customer service
Client interaction
Relationship building
Performance Recognition
Timeline
Duty Manager
PURPLE PARROTS ENTERTAINMENT AND HOSPITALITY PTV LTD - BMX CINEMAS
12.2024 - Current
Area Manager
Ab Coffee
08.2024 - 11.2024
Shift Supervisor
Starbucks
12.2020 - 07.2024
Shift Manager
Wok Express
09.2018 - 05.2020
F & B Associate
SOFITEL MUMBAI
10.2017 - 09.2018
Barista
TATA STARBUCKS PVT LTD
07.2016 - 09.2017
Bachelor's in Hotel Management -
QUEEN MARGARET UNIVERSITY
04.2001 -
Associate of Science - Higher Secondary Examination
MODEL COLLEGE
04.2001 -
High School Diploma -
ST.JUDES ENGLISH HIGH SCHOOL
04.2001 -
INTEREST
- SPORTS
Active in sports throughout my school and college years. Cricket, Kabbadi
- TRAVELLING
I am very fond of travelling and especially hiking and trekking activities included. It's like food for the soul which is necessary to de-stress and then get back to my day job with new renewed vigour.
- READING
I have an avid interest in learning new things related to various topics be it history, culture, etc. I enjoy reading non-fiction and Indian history books.