Sumit Deshmukh
A seasoned Operations Management professional, with extensive experience in managing
Customer Experience, F&B Operations, and P&L.
Possesses a comprehensive skill set in streamlining operations, ensuring adherence to regulations,
and maximizing cost-effectiveness across various settings. Effective leader with a focus on
developing high-performing, quality-oriented teams.
Contact Experience
Phone
Jan 2020 - Present
+91 9970372967
Stanza Living l Pune, Maharashtra
Email City Head
sumitdeshmukh001@gmail.com
Handling 3 business verticals; Service Delivery, Kitchen operations & Transformation
with a team of 100+ staff that includes Cluster Heads, Chefs, Catering Managers,
Address
Project Managers, R&M Managers.
Pune, Maharashtra
Optimized opex cost of owned P&L by ~13%, food cost by ~7%, manpower cost by
~11%, electricity cost by ~7% & R&M cost by ~5%.
Achieved customer retention of 73% and churn rate of 5% by maintaining the desired
Education
standards and consumer experience.
Owned NPS scores for the Cluster to drive customer experience. Achieved an overall
NPS of 75%.
Reduced complaints from 1.5/bed to 0.8/bed by setting up and streamlining
2017 processes.
MBA Brainstormed with cross-functional teams and developed pricing model strategy;
Indian School of Business Management actively involved in formulating AOP (Annual operating plan).
and Administration
Cluster Manager
2015 Optimized P&L of the cluster by boosting team productivity, process standardization
BHMCT and reduction of operating costs.
Balasaheb Tirpude College of Hotel Streamlined vendor management process & negotiated the rates, bringing down the
Management pay-out by ~18% while ensuring continuity, enhancement of service quality & service
level targets.
Achieved region-best NPS of 80%, highest customer retention of 78% & lowest churn
rate of 6%.
Expertise Hired and trained property managers to follow and maintain the SOPs defined by the
organisation.
Oversaw delivery of various services including food, hospitality, internet, laundry, and
Strategic Planning security to drive maximum customer experience.
Tracked and maintained the food promoter score and made changes accordingly to
Operations Management
drive consumer experience.
Vendor Management
Sep 2015 - Dec 2019
Financial Planning and Budgeting
OYO l Multiple Locations
Process Excellence/Cost Optimization
Quality Lead - Vidharbha Region
Continuous Improvement
Responsible for Quality Assurance and Audits in Oyo properties in the Vidharbha
region.
Leadership and Team Management
Managed a team of 30 personnel & ensured on-track Quality Audits of properties
across the region.
Responsible for looking after the Revenue Management & Churn Management for the
Oyo properties.
Ensured training effectiveness through improvement in operations metrics post-
training.
Liaison with cross-functional team to ensure effective execution of the
audit/feedback loop system.
Sep 2015 - Dec 2019
OYO l Multiple Locations
Area General Manager - Jabalpur
Led a team of 11 HMs to ensure smooth operations & quality standards to promote
repeat business.
Ensured onboarding of the right set of properties in Jabalpur & monitored their day-
to-day operations
Responsible for auditing properties to check for revenue inclusion of both OYO and
hotel bookings
Responsible for Value Added Services conversion at Oyo properties in the Jabalpur
cluster
Provided inputs to the pricing team about local events to ensure appropriate pricing
of the hotels
Planned for emergencies & dealt with issues like staff shortage, shifting etc. with
minimal cost impact
Ensured transformation changes needed on an operational basis by coordinating with
property owners.
Awarded with Zero shifting month in OYO Rooms for being the best performing AGM
in the HUB.
Achieved the lowest unhappy customer target in the Hub. Winner of Customer
Delight award for MP-CG HUB.
Cluster Manager - Mumbai
Inspected properties on a daily basis for proper functioning and adherence to OYO
standards
Responsible for the Revenue Management & Churn Management of the assigned Oyo
properties.
Responsible for inventory management of OYO merchandise provided to the
customers.
Trained property managers to convert walk-in bookings as well as prevent GMV
leakage.
Ensured training effectiveness through improvement in operations metrics post-
training.
Winner of the ‘Net Set Go’ contest, got selected for dinner with Ritesh Agarwal, CEO,
OYO Rooms
Awarded with 100% Captain Adoption in OYO Rooms.
Achieved 72% Net Promotor Score consistently for the two years.
Achieved lowest unhappy & infra-unhappy targets in the West Region.
