JOY MUKHERJEE
Mobile: +91-9891560551, +91-8958778866
E-Mail: joy_mookerje@yahoo.co.in, joymookerje1973@gmail.com
Skype: joy_mookerje
AN OVERVIEW
Result-oriented professional with more than 17 years of experience in the hospitality industry. A
keen planner & strategist with track record of developing operational policies/ norms, systems &
controls, motivational schemes & customer service standards. Recognised proficiency in ensuring
profitability of operations, compliance with quality & hygiene standards. Excellent interpersonal
skills, communication, team building & customer relationship management skills with experience in
recruitment, training & development of the workforce. Well rounded experience in project,
administration & F&B management.
Preopening Experience:
1. New Delhi Hilton
2. Clarks Hotels Ltd.
3. Various F&B formats like Fine Dine, Lounge Bar, QSR & F&B Retailing for 9 outlets.
EXPERIENCE SKETCH
More than 9 Years of Hotel Experience
Currently working as General Manager, Royal Orchid Hotels since April 2015.
Responsible for achieving optimal guest satisfaction and a excellent working environment to attain all set
objectives in accordance with the Standard Operating Procedures and Policies as set out by the organisation,
implement products and services required to address the hotels target groups, based marketing plans and
budgets for a 56 keys upmarket property in Haridwar with banqueting facility up to 800 persons.
Positions Handled in Hotels:
Three years as Unit Head (Resident Manager, General Manager)
Almost Six years in other positions like Operations Manager, F&B Manager, F&B Executive.
Brands Worked For:
New Delhi Hilton, Clarks Inn Hotels, Royal Orchid Hotels
Jobs Performed:
Clarks Inn Hotels Ltd.
As Resident Manager Clarks Inn Hotels
From (Duration: December 2011 to March 2015.)
Managed 61 keys property with banqueting facility up to 600 persons in Ghaziabad.
Managed 35 keys property with banqueting facility up to 900 persons in Allahabad.
Opened 41 keys property with banqueting facility up to 600 persons in Lucknow.
Managing 42 keys property with banqueting facility up to 800 persons in Haldwani.
General or Operations Management: Responsibility includes overseeing all aspects of Property Management in
accordance with Company mission statement, including maximization of financial performance, guest
satisfaction, and staff development within established quality standards. Responsible for the hiring, training
and discipline of all hotel staff. Designing, developing and implementing standard operating system.
Controlling room inventory, food cost, labour cost & semi variable costs, to keep an appreciable GOP.
Initiative to drive the social banqueting business and corporate gatherings through customised and wider
innovative product spectrum and services modules.
Driving revenues by increasing resident capture ratios, non resident footfalls & adherence to the Yearly Event
Calendar and periodic promotional activities.
Primary responsibility included generating operational efficiency through process improvement and focus on
the key drivers of sales, associate and customer satisfaction, profitability, and quality was able to achieve a
sustained sales growth. Effectively formulated a well synchronized yearly F&B promotional calendar which
covered cuisines from Rajasthan, Awadh, Bundelkhand, Kashmir inducing appreciable increase of Food and
Beverage sales in the F&B outlets. ‘Active Food’ program was introduced with focus on whole grains and
refined starch free products for breakfast. Was awarded the First Runner Up as the Best Performing Unit
Head of the Clarks Inn Group for the year 2013-2014.
As F&B Executive at ‘Hilton’ - New Delhi
From (Duration: Oct.1997 to Oct.2002)
A Five Star Deluxe property having 345 rooms, with six Restaurants, a Night Club, Two Bars, Banqueting
Facilities for Twelve Hundred People across six Venues, a Swimming Pool and a Health Club.
Part of ‘28th The Grill’ – New Delhi Hilton’s most ambitious project serving the Finest
Contemporary European Cuisine to the elite clientele.
At Hilton, New Delhi was the member of the opening team for the most prestigious F&B project.
Worked in the capacity of F&B Executive ensuring that all projects, reports, schedules are completed
accurately and punctually. Only restaurant to serve Contemporary Continental Cuisine during that time.
Successfully managed several State Banquets in Honour of various Heads of State and other Dignitaries.
Also successfully managed Banquets hosted by the Ambassadors in their Embassies.
Executive - Bar Operations at ‘CHAMPIONS’ - The First Sports Bar in Delhi.
Opening team member of ‘CHAMPIONS BAR’, - The first sports bar in Delhi.
Hosted the Indian and Pakistani cricket team and various other sports luminaries during my tenure.
Collectively as a team achieved the distinction of the most happening bar and sustained unprecedented sales.
One of the first members to be selected for the Hiltons Worldwide Training Programme ‘Hilton HonoursCustomer Comes First’
Jobs Performed In Hotels:
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Strategy Planning; Designing & implementing internal control procedures to review effectiveness of the
processes. Establishing strategic cost management systems / techniques for monitoring various overheads
and achieving maximum cost control in operations. Forecasting restaurant needs and determining
scheduling by following bar chart which specifying the daily labour cost percentage.
Sales & Business Development; Conceptualising & implementing sales & marketing plans in tune with the
macro business plans, thereby achieving profitability. Developing short and long term plans to meet sales
objectives and evaluating competitive activity for impact on product sales, develop & implement local
Store marketing plans to counter competition. Ensuring new products launched are executed properly by
following rollout.
People Management/ Training; Managing HRM, staffing, recruitment, performance review and appraisal.
Imparting appropriate training on food preparation, service excellence and teamwork to restaurant and
support service staff so as to attain service excellence & teamwork. Organising and conducting practical &
theoretical training programs, to enhance skills & motivational levels of medium to large sized teams with
varied cultural, lingual & professional backgrounds. Providing corrective feedbacks, coaching & training to
the Team Members & Managers for building their capabilities.
Procurement / Vendor Development; Coordinating procurement of necessary equipment and products.
Identifying and networking with cost effective & reliable vendors/ suppliers for purchase of requisite
materials and spares as well as project procurements. Conducting physical verification of stock in trade
with stock in books periodically and implementing effective inventory control methods. Designing &
implementing effective procurement schedules along with finalizing the specifications of the materials &
establishing the quality & quantity limits.
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Guest / Customer Satisfaction; Ensuring maximum guest satisfaction by closely interacting with guests to
understand their requirements & customizing products & services to their needs. Strategising policies &
procedures in the operating systems and training and motivating the front line staff to deliver 100% Guest
Satisfaction. Reviewing & interpreting the market trends/client feedback to attune business strategies.
More than 8 Years In F&B or Restaurant Retail
Positions Handled:
General Manager Operations, Business Head, Restaurant General Manager
Brands Worked & Build:
Food Chain India (Man Singh Group), Foursome Foods, More Bites Pvt. Ltd and Haldirams
Marketing.
Core Competencies
Strategy Planning: Devising and implementing optimum strategies to ensure top line and bottom line
profitability.
Operations Management: Ensuring operational efficiency of the highest standards in various departments.
Process Management: Development of systems and processes to streamline store functioning and bring
consistency in the group companies.
CRM: Ensuring high quality service to the clients for maximum customer experience and delight in all the
satisfaction parameters (time, quality and service)
Pre Openings: Managing of cross-functional aspects for set up of new facilities from location finalization,
recruitment, training, performance management, procurement & commercials, compliance, etc. Improve
margins and product image through effective pricing strategy & promotional activities. Specialise in
preopening F&B, SOP's and Annual Budgets.
Jobs Performed:
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Developing F&B Retail, Fine Dine & QSR brands like Pirates of Grill, Piatoo (Italian Fine Dine), Tzers,
Deli Belly, 4S Punjabi, 4S Chinese and 4S Bar & Kitchen. Operations Head for Fine Dine & Bar, Night
Clubs, F&B Retail & Commissary
Ensuring maximum guest satisfaction by closely interacting with guests to understand their
requirements & customizing products & services to their needs.
Responsible for P&L & Balance Score Card.
Developing & implementing standard process.
Developing food cost model to reduce cost.
Conceptualising & implementing sales & marketing plans in tune with the macro business plans,
thereby achieving profitability.
Designing & implementing internal control procedures to review effectiveness of the processes.
Managing HRM, staffing, recruitment, performance review and appraisal.
Organising and conducting practical & theoretical training programs, to enhance skills & motivational
levels of medium to large sized teams with varied cultural, lingual & professional backgrounds.
Providing corrective feedbacks, coaching & training to the Team Members & Managers for building
their capabilities.
Coordinating procurement of necessary equipment and products.
Identifying and networking with cost effective & reliable vendors/suppliers for purchase of requisite
materials and spares as well as project procurements.
Organising license to run F&B operations in the region.
Business Excellence
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Mapping business/guest’s requirements and translating these requirements into functional
specifications and detailed plans.
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Anticipating the Business Requirements and formulating strategies to meet these needs.
Exploring profitable opportunities and reworking the financial models to achieve organizational
objectives; spearheading business process re-engineering initiatives.
Examining, evaluating, reporting, and recommending improvements on the adequacy and
effectiveness of management's processes.
Team Management
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Mentoring, training and development of the team to ensure high sales / operational efficiency.
Creating and maintaining a healthy learning environment which builds people capability through
personal & professional development.
ACADEMIA
1994 Underwent Bachelors in Science from ‘Delhi University’.
1997 3 Years Diploma in Hotel Management from Institute of Hotel Management, Catering Technology &
Applied Nutrition, D.S.M.S. Durgapur.
PROFESSIONAL COURSES
 Underwent Diploma in Web Designing(Contents-HTML, Photoshop, JavaScript)
 Management programme Guru Arindam Chaudhary’s Management Programme on ‘Count the
Chickens Before They Are Hatched’
 Leading Multiple Restaurants
 Personal Safety & Social Responsibility
 Personal Survival Technique
 Elementary First Aid
 Fire Prevention & Fire Fighting.
 Unit Executive Development Program
 Hazard Analysis Critical Control Point (HACCP), Haldiram’s, Delhi.
PERSONAL NICETIES
Date of Birth:
Marital Status:
Address:
11th December 1973
Married with twin school going kids.
804, Sears Tower,
Omaxe Heights, Sector-86,
Faridabad, Haryana - 121002.