KEY PERFORMANCE INDICATORS
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This document outlines key performance indicators for hospitality management. It includes maintaining revenues between $10-30M annually per unit with GOP performance of 55-65% and EBIDTA of 50-55%. It also covers managing capital investments over $300M, customer feedback systems, sales and marketing initiatives to achieve over 90% occupancy, asset management processes, business continuity planning, project management, and managing a multinational team.
KEY PERFORMANCE INDICATORS
- 1. KEY PERFORMANCE INDICATORS 1. FINANCIAL/P&L PERFORMANCE * Managed Hospitality Revenues ranging from $10M to $30M annually/Unit * Ensured sustained Hospitality Unit GOP performance @ 55% to 65% of Revenue * Hospitality EBIDTA maintained @ 50% to 55% of Revenue * Establish (bottom – up) annual Operations Budgets for Departments, Unit & Region with the concerned teams * Monitor Actual performance & FY Projections in accordance with the approved Budgets on a Calendar basis * Handled Capital investments (New Projects & Renovations) in excess of $300M * Managed CAM accounts (at Lodha) for all India based Residential & Commercial developments – annual CAM Revenue $95M+ * Managed CAM accounts (at Lodha) for Palava City – Common Area & City Federation – annual CAM Revenue $60M+ 2 PRODUCT & SERVICE EXCELLENCE * Coordinated implementation of Company Customer feedback systems & processes * Ensured feedback is filtered in the Unit/Region across the organization & appropriate changes are swiftly made in the SOP if so required * Setup & implemented suitable Customer feedback incentive programs for Sales & other departments * Actively promoted internal customer Team Building programs & initiatives * Established & implemented Capital investment, R&R and Preventive Maintenance programs to ensure ‘zero defect’ in the product & service delivery * Coordinated the conduct of quantitative & qualitative product & market surveys with recognized survey organizations * Completed an extensive program in the implementation & assessment of the Malcolm Baldridge Award for Organizational Excellence 3. BUSINESS DEVELOPMENT (SALES, MARKETING & BRAND GROWTH) * Managed the Unit & Regional Sales Teams & Property Marketing initiatives – achieved consistent >90% Occupancy levels after quick stabilization period * Actively assisted in the growth of the Brand in the immediate market & overseas thru additional Management contracts & offering of Technical Services * Actively assisted in the growth of the sub brands comprising Serviced Offices, F&B outlets, Spa, etc * Setup & implement Reservations/Bookings based incentive programs for the Sales Team
- 2. 4. ASSET MANAGEMENT * Coordinated with the Team all systems & processes related to the smooth pre-opening/grand opening activity of a property & internal areas * Actively coordinated the setup of Strata Title & Juristic body in Jakarta * Actively coordinated the setup of a REIT (Real Estate Investment Trust) in Bangkok * Actively coordinated the setup/handover of a Co-Operative Housing Society in Mumbai * Actively coordinated the setup/handover of a Residents Management Association in certain parts of India * Active Team member that setup Palava City Management (Dombivali) in coordination with IBM * Negotiated & executed several Unit Management Agreements, SLA based Vendor Agreements, Work Contracts & other commercial documentation in Indonesia, Thailand, Malaysia, Vietnam & India * Actively assisted in the acquisition & sale of assets – perform financial & operational due diligence * Ensured implementation of SOP to meet Statutory requirements related to Internal Audit, Annual Audit, Tax guideline adherence, etc * Ensured implementation of SOP to meet Statutory requirements related to Corporate governance (SOX), Legal & Commercial compliance * Implemented SOP related to the upkeep & maintenance of Residential Apartments, Office spaces & Retail/Mall areas sold to Customers pending Handover 5. BUSINESS CONTINUITY , PLANNING * Coordinated the conduct of Risk Assessment Analysis of the property performed by International agencies & implement corrective action as recommended * Compiled & implemented various Red Alert emergency SOP related to Fire, Bomb/Terrorist Acts, Epidemics & other Customer & Property emergencies to protect life, asset & data * Coordinated the execution of various Insurance covers viz. Industrial All Risk, Business Interruption, etc * Coordinated the implementation of various SOP related to Engineering Audits, Data backup Audits, etc 6. PROJECT PLANNING, DESIGN COORDINATION & PRE-OPENING * Set up Project planning & projections, Operating equipment budgets, Pre-opening budgets, Operating budgets * Experienced in coordinating the completion of projects – from design to post-opening with international space planners, architects, designers, project managers, construction vendors & Brand/Management entities 7. CORPORATE SOCIAL RESPONSIBILITY PROGRAMS * Participated in various Corporate/Company sponsored CSR drives related to the homeless, HIV children, Orphans, Flood ravaged areas, etc * Ensured sustained Capital investment towards ‘Green’
- 3. initiatives at the property – Energy, STP, Water Management, usage of Chemicals, etc * Actively encouraged Owners to invest in LEED (Leadership in Energy & Environmental Design) Certification & followed thru with the concerned Designers for adherence 8. MULTI-NATIONAL & MULTI- CULTURAL TEAM MANAGEMENT * Work experience in Singapore, Thailand, Indonesia, Malaysia, Vietnam & India * Managed teams that comprised nationals from Singapore, Malaysia, Indonesia, Philippines, Myanmar, Thailand, Vietnam, Japan, China, South Korea, Australia, New Zealand, India, Nepal, GCC Countries, Egypt, South Africa, France, Germany, British, Ireland, Peru, USA, Canada, etc