KIRAN KUMAR
A-179 East Gokalpur
Shahdara Delhi-10094
E-Mail—
Mobile # 9868638210
Seeking assignments in Operations Management, Customer Service and General Administration with a growth oriented organization.
Synopsis
Ø Over 4.5 years of experience in Operations Administration, Customer Service and Team Management in the Hospitality Industry.
Ø Currently associated with PIZZA HUT, as Asst. Restaurant Manager.
Ø Demonstrated ability of increasing sales and profitability. Distinction of developing and implementing innovative strategies to cultivate training and increase sales.
Ø Distinction of devising systems thus contributing towards increased operational efficiency, reduced costs.
Ø Recipient of numerous awards and appreciations on account of exemplary performance.
Ø Possess excellent communication, interpersonal & organizational skills and proven abilities in customer support management.
Ø A keen planner and strategists with experience of handling the entire operations.
Ø Exposure in the designing and implementing training programmes for bringing keen customer focus, high energy level and team sprit in the employee.
Ø Stupendous communication skills honed with the ability to liaise with all the levels of management.
Areas of Expertise & Exposure / Core Competencies
Operations Management
Ø Steering operations for the restaurant with an aim to achieve quality and service delivery targets.
Ø Cost/Expenditure Projections using Cost of Sales (Menu Mix and Promotions) Scheduled Manpower, Scheduled Utilities & Rentals.
Ø Utilizing customer service and public relation skills to develop successful business and community relations.
Ø Designing and implementing marketing strategies to affect sales growth.
Ø Formulating Reports-Cost Analysis, Daily Sales Report, Breakage Analysis, Expense statement, daily/ weekly/ monthly Profit and Loss Report to determine future action.
Ø Building team’s capability for conducting weekly Balanced Score Card & P n L Review at the Store level.
Customer Service
Ø Supervising for quality controls for providing better product quality to the customers.
Ø Conducting product and service demonstration to customer representatives.
Ø Building & maintaining healthy relations with existing & new customers by achieving service quality norms.
Ø Building customer mania mindset and behavior.
Ø Ensuring quality services, resulting in customer delight & optimum resource utilization for maximum service quality.
Ø Ensuring maximum customer satisfaction by closely interacting with in-house and potential guests to understand their requirements and customizing the product and services accordingly.
Ø Delivering high-value bar services to upscale clients for exalting their satisfaction levels.
Team Management
Ø Organizing and conducting practical and theoretical training programs, to enhance skills and motivational levels.
Ø Conducting training sessions at different levels and workstations to enhance the work efficiency.
Ø Motivating and mentoring individuals, providing necessary tools to exceed company expectations.
Ø Scheduling of staff to control labor cost upped an optimum level.
Ø A Weekly feed back to every one on their performance and one on one on monthly feedback from team to strengthen the organization.
Developing the culture recognizing everyone for their small–small right things (Catch People doing something right).
CRM
Ø Ensure customer satisfaction by achieving delivery of service quality norms.
Ø Strategize policies & procedures in the operating systems to achieve greater customer delight.
Ø Review & interpret the market trends/ client feedback to attune the business strategies as per the guest requirements & expectations.
Ø Generate a monthly report on the customer satisfaction levels/service failures and Client suggestion forms.
Ø Quality Assurance
Ø Oversee smooth & scheduled implementation of brand standards so as to minimize gaps in actual vs required standards.
Ø Ensure compliance with the international standards laid by Yum Rest. International.
Recruitments/ Training & Development
ð Interview, train, supervise & evaluate support staff within unit. Supervise & conduct scheduling of support staff. Provide direction, motivation and training to the team members.
ð Organize various training programmes to enhance staff skill level and knowledge base.
ð Significantly decreased the employee Turnover from 89% to 61%
ð Performed consistently on Balance Score Card parameters of People, Customer, and top line, Bottom line.
ð Competently handled average sales of 65000/day
ð Performed consistently on Balance Score Card parameters of People, Customer, and top line, Bottom line.
ð Played a pivotal role in:
- Staff for this store, which was having new strength of 20.
- Developing local vendors, filing & reporting system, local store marketing, inclusive of door hanging, paper insertion, rallies & banners.
Organizational Experiences
June 11 to Till date
Asst. Restaurant Manager Pizza Hut SHAHDARA
Devyani International Limited
Pizza Hut, One of the largest Food Service Organization with more than 35,000 restaurants across
the world.
Ø Accountable for Restaurant operation and now leading at CBD Shahdara as ARM.
Ø Distinctively managed a team of 28 staff .
Ø Instrumental in supervising inventory thereby reducing down the food cost.
Ø Extended contribution by enforcing Process Driven Operations around 5 Bubbles of YUM Dynasty.
Ø Involved in CHAMPS Execution and institutionalizing discipline around Balanced Score Card and PnL where the tool is used to measure performance of each Restaurant individually and of the Organization collectively around four parameters like People, Customer, Top line and Manager Controllable Profit.
Ø Building customer mania mindset behavior and agree on goals like:-
Building people capability.
High visibility coaching n support .
CHAMPS execution (Cleanliness, Hospitality, Accuracy, Maintainence, Product quality, and Speed of service).
Jan 07 to Oct . 08
C.P Alka
Ø Joined As team member & promoted as shift Manager in November 08 at CP Alka Outlet. Worked in Opening Team at cp alka.
NOV 08 to June 11
CBD Shahdara
Shift Manager Pizza Hut SHAHDARA
Devyani International Limited
Ø Worked as shift Manager and Promoted As Asst. Restaurant Manager in June 11 at CBD Shahdara Worked in Opening Team at CBD shahdara
STRENGTH:-
Ø Hardworking and optimistic in nature.
Ø Capability of Leading/Managing.
Ø Team working.
Ø Strong P.R.(Personal Relationships).
AREA OF INTEREST:-
F & B Services
HOBBIES
Playing & Watching cricket
Professional Enhancements
Ø Certificate course of Developing Champion for<Leading a Shift> from Yum Restaurant Intl.
Ø
Ø Certificate course of Developing Champion for<Leading a Restaurant (Track 1) from Yum Restaurant Intl.
Educational Credentials
Ø Graduation from Meerut University
CTCCurrent CTC / Rs 16441 per Month
Expected CTC / Rs 22000+ per Month
Personal Details
Date of Birth 01.02.1988
Marital Status Unmarried.
Present Address A-179 East Gokalpur
Shahdara Delhi-10094
Nationality Indian
Father’s Name Shri. Raj Pal singh
REFERENCES:-
Mr.Ganesh kumar Mr.Gopesh Kumar
Rest.manager Rest. Manager
Pizza hut CBD Shahdara Pizza Hut V3S Mall
Mob.No.9810203132 Mob. No. 9891969990