Jan 2018 – Jan 2020 · 2 yrs · Bengaluru Area, India

• Heading the Customer Experience and People Excellence portfolio at CoWrks India's leading homegrown co-working Company I am responsible for designing the overall experience of our members from product design, pricing, community experience and architecture, back end efficiencies and any touchpoint that has an impact on the business health. Also led the people vertical with HR and LnD teams KRAs rolling upto me for 18 months Reporting to the CEO, leading the operations, community and people strategy independently

Nov 2015 – Dec 2017 · 2 yrs 1 mo · Bangalore

• Led the Customer Experience continuum through Talent Acquisition, management, development and On Ground Execution. As the Vice President CX and People, I was able to positively influence all parts of the business. From building high performance teams across levels and functions to organisation design and talent development, an Omnichannel customer journey that results in creating ambassadors out of our employees and Fans from customers

Dec 2014 – Oct 2015 · 10 mos · Kolkata

• Leading a team of 1500 professionals who run fine dining restaurant brands, exclusive clubs, bar lounges, convention facilities, food courts, QSR brands and club guest houses- Total turnover handled independently in excess of 100 Crores.
• Direct reporting to Chairman of the company and part of the Group Core Management Team
• Reported by heads of different verticals, Marketing Director, Head of HR, Housekeeping, Financial Controller, Executive Chef and Maintenance head.
• Responsible for the group turnover, operations excellence and expansion of the brands footprint

Feb 2013 – Oct 2014 · 1 yr 8 mos · Gurgaon, India

• Strategizing and leading the Pizza Hut dine-in team of 320 restaurants towards a world class operation in Casual Dining category - Pizza Hut India has a current annual turnover in excess of 450 crores and employs over 10000 employees.
• Direct reporting to the Country Manager and part of the top 5 Excom for Pizza Hut India
• Leading value based innovation for Pizza Hut India to reset the consumer proposition. The Big Pizza, Birizza and Hut cafe products have been very well received across markets
• Leading the brand’s expansion to Tier II cities with a relevant business model. Restructuring the Menu, Asset, Products and Service to create more salience in these new markets
• Hut Cafe a brand of Cafe within Pizza hut conceptualised and proliferated in my leadership has managed to create a new day part for the brand
• 360° implementation of Guest Experience survey for Pizza Hut
• Leading the new service philosophy of Pizza Hut Dine in restaurants while managing the complete in store experience
• Developing the new template for “Pizza Hut of the future” and “Kitchen of the future”
• Launching the special stores for Pizza Hut that employ 50% workforce from Hearing and Speech disabled team members

Jul 2007 – Jan 2013 · 5 yrs 6 mos · The Oberoi Gurgaon, The Oberoi Bangalore

• Managed the Food and Beverage Operations for The Oberoi Gurgaon including the pre opening of the hotel. Between 2007 and 2013 held various positions in the Food and Beverage function of The Oberoi Gurgaon and The Oberoi Bangalore. Experienced in managing restaurants, banqueting, in room services and bar operations. Complete responsibility of revenue and costs with a team size of 100 plus members. HIghlights from the stint below
• Overall food and beverage turnover for the first year of opening, 2011-2012 was upwards of 60 crores
• Food and Beverage profitability was at 48% against a budget of 43%
• Mystery audit scores for all areas in food and beverage averaged 89%
• 11 awards received from renowned publications for best restaurants and bars in the year 2011-2012
• Developed and implemented Standard Operating Procedures for all restaurant operations in tandem with the outlet managers during the Hotel pre-opening phase
• Positioning and marketing amaranta, the fine dining coastal Indian restaurant which flies in fresh seafood daily. The restaurant has been rated amongst the most path breaking in its cuisine philosophy
• Developed the wine programme specific to restaurants, bars, and wine cellars as well as the retail sale, which has led to higher wine sales. Also planned and executed the city’s most unique and extensive wine by glass programme
• The first Belvedere Manager for The Oberoi, Gurgaon. Actively enrolled 28 members in less than a year since opening. These include the who’s who of India’s commerce and industry
• Planned and managed the opening and the sales at The Oberoi Patisserie and Delicatessen. Designed and successfully implemented innovative promotions such as gift concierge, hampers and ‘Deli at your Doorstep’ (home deliveries) to enhance sales
• At The Oberoi Bangalore managed the entire food and beverage set up in an environment of extreme guest centricity and also delivering revenue and cost targets

Jan 2005 – Jan 2007 · 2 yrs

• The Oberoi Rajvilas
• The Oberoi Grand, Kolkata
• The Oberoi Bangalore