MS OFFICE,
Sandesh Shetty
Mumbai,Maharashtra
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
31
31
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
General Manager
Stenjoy Club and Resorts Pvt Ltd
Mumbai
02.2021 - Current
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Managed budget implementations, employee evaluations, and contract details.
General Manager
Baramati Club Managed by Alta Hotels Pvt Ltd
Baramati
09.2010 - 04.2020
- Monitoring day-to-day operations, focusing on membership sales & client satisfaction as well as improving food quality to increase member participation
- Key Result Areas
- Strategic Planning/ Sales & Marketing
- Developing & implementing procedures, control systems for maintaining hygiene & quality standards; leading efforts for streamlining processes and generating cost savings in operations; implementing annual operating plan and strategic action plan to achieve the set objectives; maximising GOP by cost effective measures while maintaining set standards
- Analysing the sales trends & developing additional opportunities to enhance sales in close conjunction with the Unit
- Managers & Marketing Team; assisting the marketing team in conducting effective advertising and promotional programmes with emphasis on sales promotions
- F&B Operations
- Managing menu planning for an expansive repertoire of menus, along with portion standardisation & supervision of food preparation; administering all aspects of kitchen management including monitoring food production and aesthetic presentation of food and beverages
- Operations Management
- Ensuring profitability of operations and supervising all aspects of restaurant management including menu-planning, monitoring food production to ensure compliance with quality & hygiene standards
- Team Management
- Organising training and development programmes for employees for enhancing technical/ soft skills
- Creating & sustaining a dynamic environment that fosters development opportunities & motivates high performance amongst team members
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Managed budget implementations, employee evaluations, and contract details.
- Collaborated with cross-functional teams to develop innovative solutions.
- Formulated policies and procedures to streamline operations.
- Developed and implemented strategies to increase sales and profitability.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Analyzed market trends and competitor activities to create competitive advantages.
- Mitigated business risks by working closely with staff members and assessing performance.
- Trained new employees on proper protocols and customer service standards.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Raised property accuracy and accountability by creating new automated tracking method.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Assisted in recruiting, hiring and training of team members.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Sr Manager Operations
Office Beacon Administrative Services Pvt Ltd
Vadodara
05.2009 - 08.2010
- Gained strong leadership skills by managing projects from start to finish.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Passionate about learning and committed to continual improvement.
- Managing clients, supervising CSR team for outbound calls, improving productivity per person as well as creating & esnuring client satisfaction by consistently maintaining KPI’s & improving overall quality along with steering employee satisfaction
● Designed art works and order entry processes
● Retained dissatisfied clients by meeting KPI’s
● Created a positive atmosphere for the employees to work and produce better results
Sr Talent Acquisition Executive
Sterling Hoffman Consultants Pvt Ltd
Vadodara
03.2007 - 05.2009
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Proven ability to learn quickly and adapt to new situations..
- Developed and maintained courteous and effective working relationships.
- Conducted telephonic/ personal interaction with potential recruits to ascertain their suitability and obtained preliminary information regarding salaries, their availability & so on; interacted with clients on a daily basis to share updates on the status of resources as well as on new requirements
- Single-handedly managed sourcing of profiles, screening and compensation fitment for the middle management vacancies; recruited professional on various skills such as XX within 2 months i.e. much before the stipulated deadline
Associate Customer Relations
Wipro BPO Ltd
Mumbai
10.2005 - 03.2007
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Managed customer relations on ongoing basis to maximize customer retention.
Customer Sales Support
ICC Pvt. Ltd. (i2CWorld),
Mumbai
12.2003 - 10.2005
- Collaborated with sales and marketing teams to create and execute promotional campaigns.
- Contributed to development of software programs and tools focused on enabling sales team to communicate and operate more efficiently.
- Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
Branch Manager
Expertease India Pvt Ltd
Mumbai
12.2000 - 11.2003
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Assessed employee performance and developed improvement plans.
Territory Manager
Frontline Sales Ltd
Mumbai
10.1997 - 11.2000
Marketing Manager
Shri Lakhavi Group of Companies
Mumbai
06.1995 - 08.1997
Sr Marketing Executive
VGP Group of Companies
Mumbai
06.1992 - 05.1995
Education
Bachelor of Commerce - Commerce
MVLU
Mumbai 06.1990 - 04.1992
Skills
Recognized as the first employee to join at an inception stage, worked towards making the club operational and formallyInaugurated the same on November 5, 2013Organized sports, festival functions, awareness programs and various events like tambola, food festival & so on toIncrease member participation in day to day activities of the clubSuccessful in launching and growing the franchise network of Bakery unit in Pune District Urban and Rural)Increased the total memberships from 250 plus to 800 plus as well as affiliation to 100 clubs in a span of 3 yearsPREVIOUS EXPERIENCEOffice Beacon Administrative Services Pvt Ltd, Gujarat May’09 – Aug’10Sr Manager - Production (May’09 – Dec’09)Sr Manager – Operations (Jan’10 – Aug’10)Managing clients, supervising CSR team for outbound calls, improving productivity per person as well as creating & esnuringClient satisfaction by consistently maintaining KPI’s & improving overall quality along with steering employee satisfactionDesigned art works and order entry processesRetained dissatisfied clients by meeting KPI’sCreated a positive atmosphere for the employees to work and produce better resultsSterling Hoffman Software Consultants Pvt Ltd, Gujarat Mar’07 – May’09Sr Talent Acquisition ExecutiveConducted telephonic/ personal interaction with potential recruits to ascertain their suitability and obtained preliminaryInformation regarding salaries, their availability & so on; interacted with clients on a daily basis to share updates on the statusOf resources as well as on new requirementsSingle-handedly managed sourcing of profiles, screening and compensation fitment for the middle managementVacancies; recruited professional on various skills such as XX within 2 months ie much before the stipulated deadlineWipro BPO Ltd – BPO Solutions, Mumbai Oct’05 – Mar’07Associate – Customer RelationsWorking for Capital One Credit Cards (US) Inbound Voice ProcessRegularly secured fair CSAT scores and frequently received appreciation calls & mails from clients for excellent customerCare resolutionsICC Pvt Ltd (i2CWorld), Mumbai Dec’03 – Oct’05Customer Sales SupportWorked for US based outbound sales process and explained the clients importance of loan consolidationExpertease India Pvt Ltd, Mumbai Dec’00 – Nov’03Territory Manager (Dec’00 – Jan’02)Branch Manager (Feb’02 – Nov’03)Worked for HSBC credit cards, home loans, personal loans & auto loansEntrusted with the next level of responsibilities within the first 6 months due to excellent performanceReceived certificate for Best Team Management in July 2001Frontline Sales Ltd, Mumbai Oct’97 – Nov’00Territory ManagerWorked for selling Standard Chartered Credit CardsIntroduced strategic alliances with some top corporate companies that helped us gain fair volumesSri Lakhavi Group of Companies, Mumbai Jun’95 – Aug’97Marketing ManagerWorked for increasing investments in plantation schemesVGP Group of Companies, Mumbai Jun’92 – May’95Sr Marketing ExecutiveWorked towards marketing plantation schemesACADEMIC DETAILS1992 Bachelor of Commerce from University of Bombay, MumbaiIT SKILLSMS Office (Word, Excel & PowerPoint) and Internet ApplicationsCompleted Social Media Management Basic CourseDate of Birth: 19th August 1972Languages Known: English, Hindi, Marathi & TuluMailing Address:Flat no 508 Garden View Apt Royal Palm, Aarey Colony Goregaon East Mumbai 400 065SaKJS
Performance improvement
Exceptional interpersonal communication
Consistently meet goals
Recruitment
Recipes and menu planning
Banking
Sourcing
Inbound Outbound calls
Accomplishments
- Managed VVIP Events which included likes of former Union Minister Sharad Pawar and their family which included Mrs
- Supriya Sule, Mr Ajit Pawar and Mrs Sunetra Pawar
- Closed Corporate Membership deals by interacting with Corporate Big Wigs Mr Chopra (Piaggio) Mr Raju Kalyani(Bharat Forge) etc
- Planned and successfully executed two food festivals ( Mango Masti and Maharashtrian Food Festival)
- Launched Hotel Management College (TSHM) and Bakery Franchisees (Sin City and Celebrations)
- Dealt with dissatisfied client Gemline ( USA) and turned into best CSAT and loyal customer for our Company
- I was one of the top recruiters and master in closing hirings at a very fast pace.
Software
Canva
Certification
Social Media Management
Interests
Reading
Sports
Current Affairs
Social Events
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Social Media Management
03-2021
General Manager
Stenjoy Club and Resorts Pvt Ltd
02.2021 - Current
General Manager
Baramati Club Managed by Alta Hotels Pvt Ltd
09.2010 - 04.2020
Sr Manager Operations
Office Beacon Administrative Services Pvt Ltd
05.2009 - 08.2010
Sr Talent Acquisition Executive
Sterling Hoffman Consultants Pvt Ltd
03.2007 - 05.2009
Associate Customer Relations
Wipro BPO Ltd
10.2005 - 03.2007
Customer Sales Support
ICC Pvt. Ltd. (i2CWorld),
12.2003 - 10.2005
Branch Manager
Expertease India Pvt Ltd
12.2000 - 11.2003
Territory Manager
Frontline Sales Ltd
10.1997 - 11.2000
Marketing Manager
Shri Lakhavi Group of Companies
06.1995 - 08.1997
Civil Defence Courses like First Aid, Disaster Management, NBCO etc
07-1994
Sr Marketing Executive
VGP Group of Companies
06.1992 - 05.1995
Bachelor of Commerce - Commerce
MVLU
06.1990 - 04.1992