Free Hospitality Operations Expert Resume Sample [2020]

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Updated on: 2022-10-11

12+ years experienced, value-driven & result-oriented General Manager & Hospitality Operations Management Expert with a track record of leading cross-functional teams to champion end-to-end operations & achieve the highest level of consumer experience. Proficient in P&L Management & forging alliances with vendors & stakeholders to boost bottom-line & enhance the quality of service. Adept at building robust teams & efficient systems to positively impact business strategies & growth.

• Operations Management • People Management & Communication • Conflict Resolution & Problem Solving 
• P&L Management & Optimization • Cross-functional Team Leadership • VVIP Visits, Conventions & Events 
• Hiring & Performance Management • Vendor/Stakeholder Management • Customer Service Management 
• Guest Experience Enhancement • Strategic Alliances & Partnerships • Budgeting & Cost Control 

Successfully executed VIP conventions & multi-billion dollar global sports events like EPL and Champions League
Acted as Lead Controller for VVIP visits like French & Russian Head of State, Presidents & Presidential guests, etc. 
Played a key role in opening the legendary Kheles at Mutales Hotel which was nominated for Conde Nast’s Gold Lists
Received multiple recognitions from the GM as part of the Annual Review Committee’s Address to the entire hotel
Identified & periodically awarded key pillar resources in the staff, monitored new recruits & launched a Buddy Program
Successfully revamped the food and beverage standards
Implemented new cost savinginitiatives for reducing overheads by deploying Six Sigma tools like gemba and poka yoke
Re-defined service levels to achieve legendary hospitality standards for all the assignments executed till date 

PROFESSIONAL EXPERIENCE

Leading a team of 40 to generate an annual turnover of USD 550 million & boost MOD revenues by 45% y-o-y
Bolstering the financial muscle by liaising with major travel agents & embassies
Initiating evening cultural performances for in-house/dining guests for catering to FITs and premiumtravelers
Key Achievements 
Brainstorming the online room distribution strategy to achieve the most profitable quarter (Q3) in the history of hotel’s P&L
Achieved a 90% Guest Satisfaction Score & garnered regional media recognition by revamping a guided heritage city tour
Strategically launched the Evening Kite-flying menus to enhance market share by 15% y-o-y 
Re-launched the pricing matrix of major user windows to boost GOLY by 0%& achieve highest ever quarterly profit of 40%

Led a team of 120 to effectively execute projects and ensure timely commencement of commercial operations
Played a critical role in developing the Mussoorie Golden Thread Show & initiated measures to minimize staff attrition rate 
Forged strategic alliances with trekking groups, bike rider services & unions to add value & elevate market status

Spearheaded a team of 400 and achieved 16% growth over the previous year to generate a turnover of USD 850 million
Incorporated vital value additions like upgrading room choices & revamping toiletries and bedding to overcome competition
Successfully developed corporate business in segments across pharmaceuticals, FMCG and sports
Key Achievements
Conceptualized the launch of mini espresso machines in suites & registered a 60% appreciation in mini-bar sales
Improved sound proofing & revived horticulture across the property to enhance the view from rooms & boost ADR by 50%
Strategically increased the market share penetration to 45%, in addition to amplifying the productivity of Channel Managers
Decreased printing bills by 30% via stationery indexing & saved key ordering by 70% via Keys Deposit Scheme at checkout 
Revamped the cigar & beverage menus at the bar & re-launched the snacks menu to achieve a GOLY of 25%
Successfully catered to premium weddings & boosted (REVPAC) by 55%

Led a cross-functional team of 350 to oversee end-to-end operations & initiate measures for sustainable development
Consistently qualified for the RCI Top Traveller list & launched a special snacker menu to boost restaurant sales
Key Achievements 
Surpassed Fortune, Le Meridian & Radisson to win the Golden Feather Award
Strategized & successfully boosted MICE revenue share from 25% to 50% & achieved market penetration index at 38% YOY
Boosted average occupancy by 35% YOY by prioritizing corporates, travel agents & corporate conferences
Elevated Marcopolo & Curry restaurants to GIDC’s top ranks and successfully enhanced the REVPAC to 55%
Strategically developed a very strong financial muscle for the PSU outdoor catering markets to register a growth of 30%
Emerged as a market leader in the segment & recorded the hotel’s GOLY at 15% for the first year & 10% for the second year

Independently led inventory management & ADR augmentation of the hotel & reported directly to the General Manager
Stakeholder Management & Guest Experience Enhancement
Coordinated with the Finance department, designed new holiday packages and handled quality customers
Categorically created packages for marketing all facilities of the hotel’s newly refurbished wing
Trained & enhanced the communication skills of butlers & the staff with storytelling exercises to ignite interest of all guests
Key Achievements 
Initiated key process changes for reducing the financial pendency of bills to zero & increasing the business volume by 14%
Delivered a 98% guest satisfaction index & successfully boosted the GOP by 5%
Effectively managed Head of State/VVIP visits like Russian President & VP, Army/Air Force Chiefs, Hollywood stars, CMs, etc. 
Single-handedly oversaw festivals and operations

Spearheaded a team of 40 to supervise shift operations of the Front Office Dept. and report directly to the EAM 
Increased the average room rate of the Towers Wing by implementing a very lucrative business centre usage programme
Key Achievements 
Achieved the highest grade of 90% for statutory compliances and boosted the front office guest satisfaction score to 95%
Reduced the registration time for guests from 200 seconds to 100 by initiating jet scanners & Visa caption capture software
Executed VIP visits like The Dalai Lama, CM, IPL teams & events like Champions League, Investor Summit, etc. 

Gained an ample exposure to departmental executive cycles & extensively studied Starwood’s administration & operations
Developed an expertise in managerial MIS interpretation and operational procedures as per international standards 
Achieved certifications for Six Sigma Green Belt, in addition to Environment Health and Safety practices 

Received training under the Operations Program spanning all departments & basic processes for customer servicing
Gained an edge over competitors by ensuring compliance with Oberoi and Hilton standards of customer service experience 

EDUCATION

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Free Hospitality Operations Expert Resume Sample [2020]

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