Rahul Sharma
Bangalore
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
21
21
years of professional experience
Work History
Manager – Hotel, Lounges (Arrival & Reserved), and Café
Bangalore Airport Services Ltd.
Bengaluru
03.2025 - Current
- Company Overview: Subsidiary of BIAL
- Overseeing daily operations for 080 Transit Hotel, 6 lounges (Arrival + 5 Reserved), and Café at Arrival area.
- Led the soft launch of the 080 Transit Hotel in March 2025, establishing SOPs and staffing plans.
- Responsible for recruitment and training of front-line and management staff.
- Tracking and improving NPS and Google Reviews to align with BASL service standards.
- Driving revenue by aligning team efforts with forecasted budget targets and guest satisfaction metrics.
- Subsidiary of BIAL
Manager – Customer Delight & Process Quality
Godfrey Phillips India Ltd.
New Delhi
01.2017 - 08.2024
- Company Overview: 24SEVEN & MODICARE
- 24SEVEN Convenience Stores (154 outlets across Delhi NCR, Chandigarh & Hyderabad)
- Developed and implemented CRM systems with IT (Credo & Zendesk), improving response time
- Launched and managed NPS Program across all locations.
- Led store audit programs (Internal + Mystery via TSG Group), increasing compliance score by 85%.
- Headed Pulse Team to improve F&B offerings, leading to a revenue increase.
- Launched home delivery services with Dotpe and operations team, generating ₹1.5 crore monthly revenue within 3 months.
- Modicare (Direct Selling Division)
- Led launch of 2 Super Stores and 6 Shop-in-Shop formats in 2018, generating ₹36 crore in annual revenue.
- Managed a 26-member team across multiple locations
- Oversaw the successful transition from 'Modicare Success Center' to 'Lifestyle Center' in five cities.
Manager – Restaurant, Bar & Banquets
Taj Palace Hotel, New Delhi
New Delhi
12.2007 - 01.2017
- Led the transformation of the Vietnamese restaurant Blue Ginger into Spicy Duck (Chinese), preserving the clientele.
- Managed The Blue Bar, which was ranked #16 in CNN’s Top 30 Bars Globally (2015).
- Oversaw hospitality operations for BRICS Summit 2012 and ASEAN India Commemorative Summit 2012.
- Directed 44,000 sq. ft. banquet space and managed an 80-member team, enhancing top-line revenue.
- Used CFS and Medallia to monitor customer feedback and train staff on service excellence.
Assistant Restaurant Manager
The Leela Kempinski
Mumbai
03.2007 - 10.2007
- Managing day to day operations of All day dining restaurant
- Assisting Restaurant manager in reports
- Ensure guest interaction and satisfaction
- Inventory Management
Catering Executive
The Imperial Hotel
New Delhi
10.2004 - 03.2007
- Handling smooth operations at fine dining Spice Route restaurant
- Guest satisfaction
Education
B.Sc. - Hospitality & Hotel Administration
Institute of Hotel Management, Catering Technology & Applied Nutrition
Hyderabad01.2004
Skills
- Micros
- Fidelio
- Infogenesis
- CFS
- Medallia
- Zendesk
- Credo
- NPS
- Touche & Elaachi
Languages
- English, Fluent
- Hindi, Fluent
Personal Information
- Date of Birth: 06/07/82
- Marital Status: Married
Timeline
Manager – Hotel, Lounges (Arrival & Reserved), and Café
Bangalore Airport Services Ltd.
03.2025 - Current
Manager – Customer Delight & Process Quality
Godfrey Phillips India Ltd.
01.2017 - 08.2024
Manager – Restaurant, Bar & Banquets
Taj Palace Hotel, New Delhi
12.2007 - 01.2017
Assistant Restaurant Manager
The Leela Kempinski
03.2007 - 10.2007
Catering Executive
The Imperial Hotel
10.2004 - 03.2007
B.Sc. - Hospitality & Hotel Administration
Institute of Hotel Management, Catering Technology & Applied Nutrition
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