GOPI RIKKALA
London,ENG
Summary
Highly motivated and results-driven hospitality professional with over 2 years of experience in event management, staff training, and financial analysis. Skilled in developing and implementing effective marketing strategies, managing high-profile events, and ensuring compliance with industry standards.
Overview
16
16
years of professional experience
4019
4019
years of post-secondary education
Work History
Functions Manager
City Cruises
London, England
01.2021 - 03.2025
- Lead day-to-day operations, ensuring smooth service flow, safety, cleanliness, and exceptional customer experiences, consistently driving customer satisfaction and increasing NPS scores
- Regularly monitor and analyze sales figures and NPS data, preparing comprehensive reports for senior management, sharing insights with the team to align efforts with company goals
- Supervise and train function staff, including agency staff, providing continuous feedback, coaching, and performance evaluations to ensure high service standards
- Coordinate and execute high-profile events, such as weddings, corporate functions, dinners, and sightseeing trips for up to 300 passengers, ensuring client satisfaction and contributing to a 12% increase in repeat business
- Monitor and control event budgets, ensuring cost-effective operations while focusing on delivering excellent customer experiences and meeting financial goals
- Act as the primary point of contact for clients, collaborating to understand their vision and ensuring successful event delivery, thereby boosting customer loyalty
- Resolve customer complaints and operational issues post-event, ensuring timely, professional resolution to maintain high NPS scores
- Prepare and present detailed performance reports, including NPS and sales figures, to senior management, identifying areas for improvement and actionable strategies for future success
- Manage internal databases for event logistics, including seating arrangements, AV setup, food & beverage coordination, and other operational needs
- Collaborate with external suppliers and vendors to ensure the timely delivery of materials and services, optimizing event performance and enhancing customer satisfaction
- Ensure compliance with health, safety, and hygiene regulations, conducting regular checks and audits during event execution
- Develop and implement Standard Operating Procedures (SOPs) to ensure consistent and high-quality service delivery across events
- Support the Head of F&B in all aspects of operations, organizing workflow, delegating tasks, and ensuring that all employees understand their duties
- Set performance goals and deadlines for staff, ensuring alignment with company policies and vision, while providing feedback to ensure adherence to operational standards
- Oversee a team of up to 20 staff members, ensuring the effective execution of events and consistently exceeding sales targets
- Train and mentor new employees, create troubleshooting guides, and assist with the rollout and testing of new systems, such as till systems
- Manage event logistics, including seating arrangements, audio-visual setup, food and beverage coordination, and troubleshooting during events
- Oversee cash handling and till close-down procedures to ensure smooth financial operations
Deputy Store Manager
Lidl
01.2014 - 01.2020
- Assisted the Operations Manager with staffing, recruitment, and interview processes to ensure staffing levels meet operational requirements while staying within budget
- Led and motivated a diverse team to meet and exceed performance targets, ensuring high standards of customer service and operational efficiency
- Developed and implemented strategies to improve store performance, leading to an increase in sales and customer satisfaction
- Provided ongoing training and development for staff, including product knowledge, health and safety procedures, and customer service techniques
- Maintained operational KPI reports, ensuring timely preparation and delivery at senior management meetings, providing insights into performance
- Conducted performance reviews and managed staff performance, addressing any issues, and providing corrective actions when necessary
- Monitored stock levels, managed inventory, and led the ordering process to ensure optimal stock levels and product availability
- Led the planning and execution of promotional campaigns, ensuring they were implemented effectively to drive sales and customer engagement
- Investigated accidents, incidents, and customer complaints using CCTV and staff reports, ensuring adherence to company policies and health and safety regulations
- Managed cash handling processes, ensuring accuracy in transactions and till balances at the start and end of each shift
- Took responsibility for daily administrative tasks, including cash reconciliation, reporting, and ensuring compliance with company policies
- Worked closely with the Store Manager and senior leadership to address operational challenges, improve store efficiency, and implement changes
- Coordinated and supervised staff scheduling, ensuring optimal shift coverage while managing overtime costs
- Supported senior management in various projects, including store layouts, new product launches, and in-store events
- Played a key role in achieving store targets and maintaining high standards, consistently exceeding sales goals
- Acted as the point of contact in the absence of the Store Manager, ensuring smooth store operations and addressing any escalated customer concerns
Assistant Manager
Family Bargains
01.2009 - 01.2014
- Led and motivated the store team to achieve daily targets and high-quality service standards
- Provided excellent customer service and handled customer queries
- Managed stock deliveries, tills, and store figures
- Ensured compliance with health and safety laws and store KPIs
- Independently managed the store in the absence of the Store Manager
Education
Master's Degree - Mobile Communications
University of East London
London2012
Bachelor's Degree - Electrical and Electronics Engineering
Jawaharlal Nehru Technology University
Hyderabad2009
Skills
- Event Management & Operations
- Staff Training & Development
- Financial Management (Budgeting, Cost Control)
- Customer Service Excellence
- Decision Making & Problem Solving
- Leadership & People Management
- Time Management & Multitasking
- Strong Communication & Interpersonal Skills
- Health & Safety Compliance
- IT & Online Platforms Proficiency
- Performance Reporting & Data Analysis
- Adaptable & Quick to Learn
Custom
Available upon request.
Timeline
Functions Manager
City Cruises
01.2021 - 03.2025
Deputy Store Manager
Lidl
01.2014 - 01.2020
Assistant Manager
Family Bargains
01.2009 - 01.2014
Master's Degree - Mobile Communications
University of East London
Bachelor's Degree - Electrical and Electronics Engineering
Jawaharlal Nehru Technology University
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