Tête-À-Tea With Sachin Pabreja: Taking Notes on Exceptional Leadership with Dharmendra R S, Chief Operating Officer Of Gilly's Chain of Restobars In Bengaluru

R S Dharmendra, a seasoned professional with a rich background in Sales, Retail, Entertainment, and Hospitality, currently serves as the Chief Operating Officer of Gilly’s Chain of Restobars. His remarkable track record includes a pivotal role in expanding Toys Kemp's Retail to 28 stores across India when the retail landscape was in its infancy in the country. Subsequently, his leadership at Amoeba, India's largest chain of Family Entertainment Centers (FECs), fueled unprecedented growth, elevating the number of centres to over 50. With a proven ability to drive success in diverse industries, Dharmendra is a dynamic leader contributing significantly to the success of the organizations he serves.

In addition to his extensive industry achievements, R S Dharmendra has showcased his resilience as a bounce-back expert. During the challenging times of the pandemic, he navigated Gilly’s through turbulent waters, ensuring the company survived and thrived despite the formidable obstacles. Under his leadership, Gilly’s has emerged as one of the largest chains of restobars, boasting 14 operational outlets that have been serving Bangalore for over a decade. Dharmendra's ability to overcome adversity and steer Gilly’s to success reflects his unwavering commitment to excellence in the hospitality sector.

Dharmendra is deeply grateful to his visionary Directors, Gurpreet Singh Bali and Gilbert Soman, who entrusted him with leading this group and handed over the baton to keep their legacy thriving. Their decision to make him the face of the brand—a gesture rarely seen among owners—speaks volumes about their trust and belief in his capabilities.

Let’s dive further to ask the man himself about his success and leadership journey:

1. Your Journey and Inspiration

-Can you share your journey in the hospitality industry and what inspired you to join it?

R S Dharmendra: My entry into the hospitality industry was a true roller-coaster ride. When our group’s restaurant managers quit, unable to handle the operational challenges, I saw an opportunity to take up the responsibility, despite coming from a retail and sales background. My Directors Gurpreet singh Bali and Gilbert Soman who have entrusted me this group and handed over the baton to keep it going . They have made me the face of the group which you very rarely see being done by any owner. Friends often joked that this was an alien industry for me, predicting that I would struggle without hospitality know-how. However, I quickly realized that retail and hospitality share core principles: understanding consumer behaviour, managing SKUs (Stock Keeping Units), and delivering exceptional customer experiences. While retail SKUs are manufactured off-site, in restaurants, the menu is created on-site and consumed immediately. My passion for guest service became the driving force behind my successful transition to this industry.

2. Skills for Success

-What skills have been most crucial for your success at Gilly’s Restobar?

R S Dharmendra: My success at Gilly’s stems from leveraging my diverse experience in sales and retail management. Key skills include effective team management, instilling a results-driven culture, and fostering a “never-give-up” attitude. I introduced the “Keep On Keeping On” philosophy, ensuring resilience across all levels of the organization. This approach has been pivotal in maintaining team morale and operational efficiency during challenging times.

3. Innovation and Trends

a. What innovative concepts have you introduced at Gilly’s that set it apart from competitors?

R S Dharmendra: Gilly’s has always been a trailblazer. As a friendly neighbourhood bar, we have consistently evolved to meet consumer expectations while offering unmatched experiences. Back in 2013, we pioneered the concept of offering a comprehensive full-course menu alongside bar offerings when most pubs focused solely on finger food.

We’ve introduced:

* Unique entertainment options: Karaoke, table-hopping singers, magicians, and live DJ nights.

* Rotating food festivals: Offering diverse culinary experiences.

* Bar takeovers: Collaborating with top mixologists for exclusive cocktail events.

* Craft cocktails and curated events: Setting a new benchmark in Bangalore’s nightlife scene.

b. How do you stay updated with food trends and incorporate them into your restaurants?

R S Dharmendra: Our in-house R&D team continuously experiments with new dishes and cocktails. We prioritize dishes that are not only delicious but also Instagram-worthy, incorporating molecular gastronomy for that extra “wow” factor. Additionally, competitor analysis plays a vital role in staying ahead of industry trends.

4. Customer Engagement and Popularity

a. What strategies have you implemented to attract a young crowd to Gilly’s?

R S Dharmendra: Gilly’s is synonymous with vibrant energy, unbeatable offers, and dynamic programming. Our offerings include:

* Land of Offers: Irresistible deals throughout the day.

* Exclusive venues:

-Gilly’s 104 Bar: Bangalore’s best Bollywood-themed open-air nightclub.

-Fandom: A premium live events venue catering to all demographics.

-Zodiac Bar & Kitchen: India’s first zodiac-themed dining experience with a cyclic menu based on star signs.

b. How do you ensure customer satisfaction and loyalty in such a competitive market?

R S Dharmendra: By creating a casual yet premium atmosphere, offering memorable experiences, and engaging customers through diverse events. Our focus remains on delivering quality food, personalized service, and a relaxing environment that keeps patrons coming back.

5. Challenges and Achievements

a. What were the biggest challenges you faced during the pandemic, and how did you overcome them?

R S Dharmendra: The pandemic brought the hospitality industry to its knees. Single-outlet operators somehow survived, but as Bangalore’s largest restobar chain, we faced unparalleled challenges. With zero government support, every day was a battle for survival. Despite these hardships, we rebuilt our operations from scratch through sheer resilience, team effort, and strategic planning.

b. Can you highlight any awards or recognitions that Gilly’s has received under your leadership?

R S Dharmendra: Under my leadership, Gilly’s has earned numerous accolades, including:

* Best Restobar South at the FCIC Awards.

* Recognition at prestigious platforms such as Restaurant India, India Food Forum, and Karnataka Trade Awards.

6. Future Vision

a. What is your vision for the future of Gilly’s and the hospitality industry in Bangalore?

R S Dharmendra: The vision is to solidify our position as Bangalore’s largest restobar chain with 25 outlets by 2026, followed by a phased expansion across India.

b. How do you plan to further innovate and expand your restaurant chain?

R S Dharmendra: We are transitioning our restobar formats into Gilly’s Super Bars, offering elevated dining experiences that stay ahead of trends. With innovation and customer-centricity at our core, we aim to redefine nightlife and casual dining in Bangalore and beyond.

Dharmendra RS’s success at Gilly’s Restobar can be attributed to a combination of technical expertise, industry insight, and personal qualities. Some of the most crucial skills include:

1. Retail Expertise Adaptation

His retail background provided him with a strong understanding of SKU management, consumer behaviour, and strategic planning, which he effectively adapted to the hospitality industry.

2. Operational Excellence

Dharmendra excels at streamlining restaurant operations, ensuring efficient kitchen management, and delivering consistent quality, which is critical for running multiple outlets.

3. Guest-Centric Approach

He has a deep understanding of customer preferences, enabling him to design menus, themes, and experiences that resonate with diverse audiences, such as Gilly’s focus on ambience, food, cocktails, and competitive pricing.

4. Strategic Innovation

His ability to innovate, such as the transformation of Gilly’s into the “Gilly’s Super Bar” concept and launching unique initiatives like the Zodiac Bar and Kitchen, demonstrates his forward-thinking approach.

5. Team Leadership

Leading a large team across 14 outlets requires exceptional leadership skills. Dharmendra fosters collaboration, motivates his staff, and emphasizes training and development, as seen in initiatives like “Hospitality ki Pathshala.”

6. Crisis Management and Adaptability

His ability to adapt during challenging situations, such as stepping in to manage a failing restaurant early in his career, highlights his resilience and problem-solving capabilities.

7. Vision and Passion

His passion for the hospitality industry, combined with a clear vision for creating memorable experiences, has been instrumental in Gilly’s success.

These skills, combined with Dharmendra’s hands-on approach and willingness to learn, have established him as a leader in Bangalore’s hospitality scene.