Subrata Gorai

  • Chief Executive Officer, Chief Operating Officer, General Manager, Director Operations, Business Head, Brand Head
  • Dec 08, 2018
Full time Retail & Merchandising Jobs Hospitality, Travel & Tourism Jobs Education & Training Jobs

Personal Summary

Knowledgeable and creative Hospitality Consultant and General Manager, with 20+ years of international experience in various formats of hospitality (fine dining, casual dining, QSR, travel hospitality-retail), multi-million-dollar F&B Operations, Franchisee Management, Project Management, Financial Management & Budgeting, Business Development, Sales & Marketing and Client Relationship Management.

 

Extensive experience in all aspects of Brand Creation, Development & Management, set-up F&B Commissaries, Call Centres, SOPs & Internal Control Procedures, Business & Training modules, and New Start-ups. Strong intuitive awareness of business and guest expectations. Talent for identifying and maximizing new business opportunities.

 

Proven, consistent track record of improving industry leadership position by meeting and exceeding company sales revenue and volume targets, with sustained profitability of operations and improved business performance (P&L, accountability-inventory management, ROI and bottom-line), effective bench-marking, strategic planning, and expert management of cross-functional, multi-disciplinary teams. Dedicated to maintaining high standards while promoting team participation for optimization and attainment of company goals and objectives. A collaborative leader, trainer, and a team-builder-player 

Work Experience

General Manager
Aug 2017 - Keita Catering LLC, UAE (Brands : Jones the Grocer, DROP and Keita)

KEY RESULT AREAS:

  • Creating new concept (DROP) from scratch (Research, Ideation, Production & Execution)
  • Spearheading the P&L operations & franchise management of Jones the Grocer
  • Overcoming complex business challenges and making high-stakes decisions using experience-backed judgment, strong work-ethics & irreproachable integrity; driving new business through key accounts and establishing strategic partnerships to increase revenue
  • Strategizing the business operations to enhance the business & increase the profits
  • Developing the annual operating plan and align all the function heads for the sales & profit targets
  • Directing and coordinating organization’s financial activities to fund operations, maximize investments and increase efficiency. Maximize asset value.
  • Planning investment for new projects & approving sites
  • Monitoring the business operations; developing and implementing SOPs & internal control procedures to maximize the productivity and operational effectiveness
  • Calibrating performance through balanced scorecard mechanism
  • Strategizing sales & marketing plans
  • Managing HRM, staffing, recruitment, performance reviews & appraisal
  • ERP implementation & stakeholder relationships
  • Conducting training & development sessions to increase the efficiency and enthusiasm of the team members to achieve breakthrough results
  • Reviewing financial statements, sales and activity reports, and assisting company accountants in the formulation of financial projections, budgets, internal reports and presentations
  • Management Information System - analysing performance data to measure productivity & determine cost reduction areas and program improvement

 

SIGNIFICANT ACHIEVEMENTS:

  • Conceptualized and implemented new brand & concept right from research and ideation
  • Developed and implemented end-to-end business process and strategic stages
  • Set up of commissary (central processing unit) to meet product demand and consistency; significantly controlling cost and improving bottom-line profits by almost 10%
  • Coached & streamlined the Franchising model to make it business viable
Associate General Manager – Hospitality Retail
Mar 2012 - Jan 2014 GMR-DIAL, INDIA (New Delhi International & Domestic Airports)

KEY RESULT AREAS:

  • Positioned IGI Airport in number 1 position in ASQ rating
  • Accountable for the key business deliverables from the hospitality division which includes 63 food outlets (QSR, casual dining, fine dining, bars), 9 airline lounges, 9 snooze pods, 2 lounges with massage, shower & nap facility, a 93-room transit hotel and 5 staff canteens as measured by the Balance Score Card.
  • Business and category management, high volume revenue management across multiple concepts
  • Managed the visual merchandising
  • Conducted new locations viability study, facilitator for proposal finalizations and leasing
  • Finalized new store layouts and category grouping within the same
  • Streamlined the workflow and movement of passengers, by applying “Theory of Constraints” methodology to capture the potential revenue
  • Developed AOP, strategic and marketing plans along with concerned departments and concessionaires & held periodic business review with concessionaires to measure performance
  • Oversee and managed day-to-day operations, monitored compliances and supported business development, coordinated between concessionaires and support functions in order to increase sales & optimize profitability in the operating cycle
  • Managed people benchmarking & training, designing, developing & implementing SOPs and internal control procedures

 

SIGNIFICANT ACHIEVEMENTS:

  • Applied the concept “Theory of Constraints” methodology in domestic airports to increase the potential revenue by 14%
  • Positioning Indira Gandhi International Airport, New Delhi, to No. 1 rank in the ASQ rating, worldwide, through category mix & customer experience. After 3 consecutive year of 2nd position, it stepped up its position to number 1 rank in 2014 and retained the rank in 2015
  • Successfully executed a project & revamped the hospitality area of Indira Gandhi International Airport, New Delhi, through visual merchandising, category mix, customer experience, operations excellence, brand awareness and build high revenue generating centres, thus increasing sales growth by 29%
  • Led the F&B outlets which got shortlisted for FAB awards in the category of “Sense of Place” and “Quick Service” for the first time
General Manager Operations (Heading Operations, Training, HR, Sales & Marketing and Call Centre)
Aug 2005 - Mar 2012 Dodsal Corporation Pvt. Ltd; Gamma Pizzakraft Pvt., INDIA (Brands : Pizza Hut & Orange Hara)

KEY RESULT AREAS:

  • Key accountability of company P&L
  • Lead the expansion and openings of the new outlets
  • Manage all day-to-day administration and operations within budgeted guidelines and to the highest standards
  • Responsible for driving the business vision at the regional level with a focus on standard operating procedures; Customer satisfaction and team development’
  • Preserve excellent levels of internal and external customer service
  • Leading restaurants to deliver exceptional customer service with a focus on increasing sales and profitability by setting demanding yet achievable performance targets
  • Monitoring progress and targeting areas that have an opportunity
  • Hiring, training, developing and identifying potential candidates to drive the business
  • Establish targets, KPI's
  • Develops and implements plans that will motivate and recognize direct reports and/or indirect reports for their performance
  • Conducts and coordinates on-the-job training for associates, and ensures all associates receive basic skills training to perform their jobs
  • Responsible for strategic market planning
  • Create SOPs and internal control procedures
  • Identify customer needs and respond proactively to all of their concerns
  • Comply with all health and safety regulations
  • Report on management regarding sales results and productivity
  • Along with the operators and marketing team, create sales & marketing plans to drive sales and formulate offers and promotions to drive-in footfall
  • Accountable for Inventory management
  • Provide direct leadership to Sales & Marketing, Call Centre, HR and Purchase; while oversee and guide the support departments viz. Business Development, Projects and Finance
  • Provide leadership and direction, develop and implement business strategy, oversee business operations and manage internal and external stake holders, eventually leading to exceptional customer service, revenue management and profitability

 

SIGNIFICANT ACHIEVEMENTS:

  • Generated the highest revenue in Pizza Hut in both dine-in and delivery channels
  • Led people development and performance review mechanisms and a Balanced Score Card mechanism which calibrated overall performance. Designed, developed and implemented SOPs and internal control procedures which maintained quality & hygiene standards and review effectiveness respectively. Implemented and streamlined the operation controls including COS, COL, Operations Manual and Audit Manual
  • Recognized by YUM international for leading one of the best EDI restaurant, globally, in terms of service, product and build
  • Assisted franchisee to attain profitability under my leadership from the very first month
  • Attained cash profit with highest UC 15% for PHD concept
  • Retained by YUM and recommended to lead a franchisee
  • Assigned to open the First Enhanced Dine-In concept in India with Pizza Hut
  • Achieved “Same Store Sales Growth of 28%”, contributed the highest “Unit Contribution”, decreased Team Turnover from over 100% to 60% and Team Retention from 60% to 80% in just 6 months
Assistant Food and Beverage Manager
Dec 1999 - Jun 2005 Royal Caribbean International, Miami, USA

KEY RESULT AREAS:

  • Manage all food and beverage outlet operations to the highest standards
  • Compliance with brand standards
  • Support and monitor the performance of the subordinate management level positions within the department
  • Closely monitors all financial transactions and the overall budget of the F&B department
  • Assist the F&B management team in determining the financial and rating targets
  • Monitor operating procedures for revenue enhancement opportunities
  • Be environmentally aware. Monitor the USPH and HACCP procedures
  • Direct the services and culinary aspects
  • Investigate and resolve culinary quality and service concerns and to continuously identify improvement opportunities
  • Manage guest queries in a timely and efficient manner
  • Review guest comments and audit comments to implement revisions and improvements; Responsible for all aspects of Service, Guest Relations and Supervision of Staff
  • Maintaining the decorum and tranquility of the service outlets
  • Making decisions and judgment calls
  • Recording production and operational data
  • Meet with subordinate managers to review the requirements of the day’s culinary schedule, international guest requirements and disseminates any other company related correspondence, notices, policies, procedures etc.
  • Recommending measures to improve procedures and employee performance to increase quality of services and job safety; Provide on-the-job training; Designing training modules
  • Interacting with HR and Training Managers to conduct “Need-based” training
  • Observes and evaluates employees and work procedures to ensure quality standards and service is met and conducting performance reviews; Disciplining and Inspecting; Preparing individual development plans
  • Incentivize team members to maximize sales and revenue
  • Adhere with Safety Officer and the Staff Captain to ensure that all safety standards and regulations are met according to the international standards
  • Performs general supervision and quality control of all food and beverage products and services offered and making sure the highest standards are met and the department exceeds customer’s expectations
  • Ensuring the best possible coordination and cooperation between the various departments thus providing outstanding quality of services to guests
  • Set departmental targets and objectives, work schedules and budgets, and policies and procedures
  • Develop menus with other members of food and beverage team
  • Accountable for inventory control

 

SIGNIFICANT ACHIEVEMENT:

  • At Royal Caribbean International- always ensured the quality operations which always led to the passing of Brand Quality Audit (Company’s Gold Standards) and United States Public Health Inspections with Green Light (90+/100)
  • Enhance bottom-line strategies through controls in COL & COS
  • Implemented training programs that enhanced guest satisfaction loyalty and brand standards
  • Implemented strategies to increase revenue in non-revenue units
Manager
Jun 1996 - Nov 1999 Taj Group of Hotels, Kolkata/Mumbai, INDIA

KEY RESULT AREAS:

  • Smooth functioning of banquets, specialty restaurants & coffee shops to brand standards
  • Constantly monitored operating procedures for revenue-enhancement opportunities
  • Making decisions and judgment calls while performing daily duties
  • Drive sales to maximize budgeted revenue
  • Sales call to generate incremental revenue
  • Conduct communication meetings and briefings
  • Maintain exceptional levels of customer service
  • Manage guest queries in a timely and efficient manner
  • Review guest comments and evaluate guest satisfaction levels with a focus on continuous improvement
  • Work within budgeted guidelines in relation to food and payroll
  • Accountable for monthly stock takes & maintaining low inventory cost
  • Manage, train and develop the restaurant team
  • Conduct performance appraisal of subordinates
  • Responsible for ensuring high motivation levels and morale at the workplace
  • Planning staff requirements for the outlets and allocating jobs
  • Make duty rotas and assigned duties
  • Incentivize team members to maximize sales and revenue
  • Maintaining the hygienic conditions of the outlets and the adjoining areas.
  • Assist other departments wherever necessary and maintain good working relationships
  • Comply with hotel security, fire regulations and all health and safety legislation

 SIGNIFICANT ACHIEVEMENT:

  • Highest %age of excellence points in customer comments card in my outlets
  • Received appreciation from the General Manager for my contribution towards service excellence and customer satisfaction
  • I was one of the 4 candidates, out of 72, selected in the Taj campus interview
General Manager
Mar 2014 - Aug 2017 Al Bayan Foods LLC., UAE (Brand : Chicking)

KEY RESULT AREAS:

  • Led the key business deliverables, for the brand Chicking, in the UAE region
  • Strategize the franchisee model/process to accelerate the expansion, globally
  • Monitored regional operations; implemented new brand standards & strategies which enhanced the restaurant operations
  • Identified new markets and customer needs
  • Assessment, design, set-up & implementation of Commissary & Call Centre
  • Oversee the function of other departments and periodic review of their performance
  • Strategized the human resource requirements & ensured selection is in line with the budgets and business standards
  • Provided corrective feedback, coaching & training which maximized employee capabilities
  • Reviewed, prioritized, planned and coordinated project development activities; executed assigned projects within deadlines and budget
  • Planned and implemented sales, marketing and product development programs
  • Managed procurement & vendor management along with stakeholder relations
  • Coach franchisee management regarding training, merchandising, marketing, operations and managing franchisees

 

SIGNIFICANT ACHIEVEMENTS:

  • Accelerated the Franchisee growth of Chicking to over double (500 outlets-3 years-8 countries) by re-branding the brand, creating competitive advantages & value proposition for partners and a refreshed business model.
  • Successfully increased the business growth, maximized the sales and gross margin by driving operational expense efficiencies & accelerating brand awareness
  • In Chicking, achieved Sales growth of 25% across UAE through service & operational excellence, eliminating competitive gaps & engineering the product mix
  • Managed the vendor negotiation which led to food cost reduction by 6%
  • Set up of commissary (central processing unit) to meet product demand and consistency; significantly controlling cost and improving bottom-line profits by almost 10%
  • Created new CRM strategies which increased the customer retention and customer loyalty
  • Assessment, design and implementation of Call Centre for F&B delivery and CRM process; thus, increasing business continuity and improving bottom-line profit by 8%   
  • Led people development and performance review mechanisms and a Balanced Score Card mechanism which calibrated overall performance
  • Designed, developed and implemented SOPs and internal control procedures which maintained quality & hygiene standards and review effectiveness respectively
  • Implemented and streamlined the operation controls including COS, COL, Operations Manual and Audit Manual

Education

Certified Food & Beverage Executive
Jan 2005 - American Hotels & Lodging Association (AHMA), USA
Certified Hospitality Supervisor
Jan 2004 - American Hotels & Lodging Association (AHMA), USA
Hotel Management & Catering Technology
Apr 1993 - Mar 1996 Institute of Advanced Management, INDIA