Soham Ghosh
Kolkata
Summary
Dynamic leader with a proven track record at Stanza Living, excelling in P&L management and customer engagement. Spearheaded revenue growth initiatives, enhancing operational efficiency and client satisfaction. Adept at strategic planning and team leadership, fostering cross-functional collaboration to drive business success and achieve outstanding results.
Overview
19
19
years of professional experience
Work History
Regional Head
Stanza Living
Delhi
10.2023 - Current
- Administering P&L, accelerating revenue expansion, and strengthening client engagement in management of 30cr yearly revenue
- Managed unit, house, and product-level productivity, profitability, and operating cash flow.
- Diagnosed bottleneck challenges, devised effective solutions, and formulated SOPs and processes.
- Led regional operations to enhance service delivery and customer satisfaction.
- Oversaw team performance, providing coaching and support to improve efficiency.
- Implemented process improvements to streamline operational workflows across regions.
- Managed budget allocations, ensuring optimal resource utilization across the region.
- Managed client relationships to ensure satisfaction and retention through effective communication.
- Monitored competitors' activities, prices, products, and services in order to stay ahead of the competition.
- Fostered long-term partnerships with key industry players to enhance market presence.
- Conducted regular inspections of equipment, buildings, grounds, and other areas to identify necessary repairs or improvements.
City head - City Ops, Projects
Stanza Living
Hyderabad
06.2022 - 09.2023
- Overseeing the operational performance of the region - Hyderabad /Vizag.
- Strategy Development: Developing and implementing strategic plans for all regions, working with the senior management team to align business objectives and maximize operational efficiency.
- Performance Management: Developing and implementing performance management processes to monitor and improve operational performance, including KPIs and metrics tracking
- Quality Management: Ensuring that the properties maintain high-quality standards and comply with local regulations and industry best practices.
- Customer Service: Ensuring that best-in-class CX service is being provided addressing all customer complaints, and resolving issues in a timely manner.
- Talent Development: Developing and mentoring cluster managers and resident managers, promoting teamwork and collaboration to achieve business objectives.
- Collaboration: Collaborating with cross-functional teams, including sales, marketing, and finance, to drive business success and support company-wide initiatives.
Cluster Head
Suraksha Diagnostic Pvt Ltd
Kolkata
02.2021 - 06.2022
- Owning the operations of the Diagnostic chain operations for East & overall revenue approx 8cr per month.
- Scheduling the plan for doctors across various centers & ensuring their reporting
- Carry out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning and assigning work; rewarding and reviewing employees; and effective conflict resolution
- Responsible for center SLA adherence and customer experience.
- Driving the International flight operations for Covid protocols for Kolkata airport.
- Piloting the vaccination drive for Covid across the centers by liaison with State & central government.
Cluster Manager- East Region
Swiggy
Hyderabad Area
07.2019 - 01.2021
- Owning end to end profit and loss of the portfolio of cloud kitchens with overall revenue of 4cr each month for East Region (Hyderabad & Kolkata)
- Controlling end to end operations. maximize revenue & optimize costs.
- Drive P&L
- Stake holder management
General Manager Operations
OYO
Hyderabad Area
03.2018 - 07.2019
- Managed end-to-end profit and loss for portfolio of seven hotels, generating over 1.7 crore monthly.
Identified revenue enhancement opportunities across multiple verticals including room revenue, F&B, and MICE.
Implemented strategies to optimize café operations for increased profitability.
Analyzed market trends to drive targeted marketing initiatives and boost overall revenue. - Managing end-to-end operations and expenses across all cost categories
- Devised and executed customer engagement strategies for OYO WIZARD.
- Implemented targeted initiatives to increase customer interaction and satisfaction.
- Create offerings and a pricing strategy to surpass the competition and fulfill industry expectations via personalized ARR for established B2B clients.
- Focus on walk-in sales by initiating slot-wise discounts in the lean periods to increase occupancy.
- Planning for hiring needs (including bench requirements), managing the capacity, and planning for the peak.
- Managing the performance objectively, coaching and engaging the team, and leading a team of Field Engineers, Trainers, Vendor BDs, etc.
- Managing end-to-end vendors - Sourcing, commercial negotiations, performance management, etc. For different verticals—Food and Beverage, Manpower, Repair and Maintenance.
- Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
Store Manager
Starbucks
Hyderabad
01.2015 - 03.2018
- Handling the overall operations of the store in terms of customers, partners & business.
- Consistently delivering results by achieving top line & having better control of store Profit & loss account through effective cost control measures & involving partners & educating them.
- Regularly assists partners and peers in identifying opportunities& proving guidance & coaching & works along with them so that all can succeed as a team.
- Taking care of marketing activities of Hyderabad (Marketing Lead) when a new promotion starts & discusses the effectiveness of Tier focus among the team & peers & encourages others to excel.
- Improving business through organic growth by connecting with customers & soliciting feedback & promoting customer loyalty by exceeding their expectations.
Store Manager
KFC
Delhi
11.2012 - 01.2015
- Handling the overall operations of the store in terms of customers, partners & business.
- Consistently delivering results by achieving top-line growth and maintaining better control of store profit and loss accounts through effective cost control measures.
- Also, involved in partnering with and educating colleagues to assist them in identifying opportunities, providing guidance and coaching, and working together as a team to ensure collective success.
Assistant Manager
KFC
India
04.2010 - 11.2012
- Managing a team of around 45 Team members & 5 Managers.
- Over viewing Sales & making daily & monthly P&L for the store.
- Taking care of Training & Scheduling for the Team members & Managers.
- Hiring & Training for the NSO stores.
- Handling a team of 50 specially abled team members in Kolkata & achieving breakthrough results in terms of sales & profit.
Shift Manager
KFC
India
06.2007 - 04.2010
- Worked as a shift manager in managing Day and Night shifts
- Inventory planning
- Scheduling
Education
Lean Six Sigma Black Belt - Process Improvement & Quality Management
Henry Harvin
Lean Six Sigma Green Belt Certification - Six Sigma Green Belt
Global Association for Quality Management (GAQM)
Master of Business Administration (MBA) - Sales & Marketing
Sikkim Manipal University - Distance Education
Certified Hospitality Trainer - Training
Institute of Hotel Management (IHM)
Bachelor of Science (BSc) - Hospitality Management
Institute Of Hotel Management Catering and Tourism
Skills
- customer engagement and service
- Client relations management - B2B / B2C
- Business growth
- P&L management
- Operational excellence
- Strategic planning
- Performance management
- Team leadership
- Cross-functional collaboration
- Team management
- Partnership development
- Customer satisfaction
- Sales planning
- Budget management
Awards
- Store Manager of the quarter - South
- GM South
- Store of the year - CSR activities
- Certificate of Excellence
Languages
- Hindi
- English
- Bengali
- Telegu -Working knowledge
Timeline
Regional Head
Stanza Living
10.2023 - Current
City head - City Ops, Projects
Stanza Living
06.2022 - 09.2023
Cluster Head
Suraksha Diagnostic Pvt Ltd
02.2021 - 06.2022
Cluster Manager- East Region
Swiggy
07.2019 - 01.2021
General Manager Operations
OYO
03.2018 - 07.2019
Store Manager
Starbucks
01.2015 - 03.2018
Store Manager
KFC
11.2012 - 01.2015
Assistant Manager
KFC
04.2010 - 11.2012
Shift Manager
KFC
06.2007 - 04.2010
Lean Six Sigma Black Belt - Process Improvement & Quality Management
Henry Harvin
Lean Six Sigma Green Belt Certification - Six Sigma Green Belt
Global Association for Quality Management (GAQM)
Master of Business Administration (MBA) - Sales & Marketing
Sikkim Manipal University - Distance Education
Certified Hospitality Trainer - Training
Institute of Hotel Management (IHM)
Bachelor of Science (BSc) - Hospitality Management
Institute Of Hotel Management Catering and Tourism