SANTANU ROY
Cafe Operation & Beverage Department Specialist
Jadabganj,fulberia paschim medini pur
Summary
Every person's dream to see a better future and there are very few people who try to get that future and there are very few people who do not get the future even after trying hard.I am looking for a challenging opportunity from where I can start looking at my future in a better way.
Overview
1
1
Language
1
1
Certification
6
6
years of professional experience
Work History
Operations Manager
Criollo Restaurant
02.2026 - Current
- Directed daily restaurant operations, aligning service flow, kitchen coordination, and guest experience standards.
- Supervised front-of-house and back-of-house teams, reinforcing service expectations and operational consistency.
- Optimized scheduling, labor coverage, and shift transitions to support efficient service execution.
- Monitored inventory levels, ordering, and vendor coordination to maintain product availability.
- Implemented cash handling and closing procedures to strengthen accountability and control discrepancies.
- Trained staff on service standards, point-of-sale processes, and operational routines.
- Resolved guest concerns promptly, preserving service quality and supporting repeat business.
- Improved workflows across departments, reducing delays and supporting smoother restaurant operations.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed and reported on key performance metrics to senior management.
Team leader
Kaldi craft coffee pvt. Ltd.
01.2024 - 01.2026
- . Ability to lead, train and manage a team
- . Customer service skills, including the ability to handle conflict resolution professionally and maintain customer satisfaction
- . Clear communication with employees and staff
- . Financial acumen, including familiarity with popular bookkeeping programs
- . Experience with point of sale (POS) systems and reporting procedures
- . Awareness of health and safety regulations
- . General knowledge of the coffee industry, including individual products and processing techniques
Customer care executive (Amazon)
Teleperformance pvt. Ltd.
01.2024 - 06.2024
- . Interact with clients through telephonic conversation.
- . Obtain complaint details.
- . Record inquiries, transactions, interactions, complaints, and comments of clients and taking action accordingly.
- . Issue service discontinuance orders.
- . Look after unresolved and pending customer complaints and referring them to the required departments for further investigation.
Senior GSA and barista
Beyond burger Pvt. Ltd.
01.2023 - 01.2024
- My job role at this place was to take overall care of a particular barista counter and entire operation.
Guest Service Associate
H.M.S HOST
01.2021 - 01.2023
- . Exhibit a positive, friendly & helpful attitude with customers and be sensitive to their needs.
- . Maintain counter area displays of merchandise in an orderly and attractive manner.
- . Backup Inside Sales desk
- . Keeps abreast of new product information and upcoming product promotions.
- . Any additional tasks as assigned by the Counter Manager.
- . Essential customer service and communication skills
- . Product and application knowledge, including ability to read manufacturer catalogs.
- . PC / proprietary proficiency for data entry and utilization of business application,software including web browsers & internet search engines
Education
Higher secondary -
S.T Paul's School (H.S)
01-2020
Aviation course - undefined
3 step aviation Academy
KolkataSkills
Coffee beans roasting 60%
Team leadership
Operations management
Customer service
Planning and implementation
Staff training
Inventory control
Superb time management skills
Purchasing and procurement
Vendor sourcing
Supply chain distribution
Certification
Barista
Interests
Playing video games, Kabaddi, Riding bike
Timeline
Operations Manager
Criollo Restaurant
02.2026 - Current
Team leader
Kaldi craft coffee pvt. Ltd.
01.2024 - 01.2026
Customer care executive (Amazon)
Teleperformance pvt. Ltd.
01.2024 - 06.2024
Senior GSA and barista
Beyond burger Pvt. Ltd.
01.2023 - 01.2024
Guest Service Associate
H.M.S HOST
01.2021 - 01.2023
Aviation course - undefined
3 step aviation Academy
Higher secondary -
S.T Paul's School (H.S)