BIJO JACOB

Thattampurath Shalom Bhavan • Krariyely, Kombanad P.O., Kerala, India • 683555

Cell: +91-984*******. Mail: acn3uq@r.postjobfree.com

OBJECTIVE

My objective as being a Leader is to support my team at all times and transform the challenges in their

professional lives into something that serves them and adds a valuable experience as well as setting

examples, leading from the front, and showing direction to the success with a vision for the future based

on the company’s perspective.

BRIEF OVERVIEW

Top notch Hotel Professional with huge background in supervising and managing all aspects of the front

office & sales; Achieve total guest satisfaction by providing service, which is the best in class, and

maximize organizational profitability through effective utilization of all resources. I am passionately

focused on achieving results, have a zest for excellence and have excitement about what I do. I am open

to new ideas and apply the best out of those to achieve results. I strongly believe that an organization

survives and grows through its customers all the time, which means Customer Centricity is the key to

every organization’s success. I look forward to be employed by a company that could share my passion

and is focused in delivering High Services.

STRATEGIC SKILLS

Highly capable with current practices and processes and looks ahead at opportunities to utilize new

products, consumer trends, changes in the marketplace, and technology edge. Has natural instincts and

insight for finding the best solution to unclear situations, issues and problems. Reflects on experience to

determine numerous future possibilities and outcomes. Is a highly capable and resourceful problem

solver. Manages the creative process within the business or department to develop unique solutions.

Leverages creative solutions in the organization resulting in competitive advantages.

OPERATING SKILLS

Effectively divides, assigns, and delegates work to meet business objectives and goals. Communicates

direction and purpose of work resulting in associate ownership, pride, and quality outcomes. Is able to

assess how associates can improve performance and guides their developmental path. Is able to motivate

and develop associates to their potential and create promotable talent for the organization.

COURAGE

Readily leads when challenges arise and is invigorated by tough situations. Will take an unpopular stand

when needed. Can recognize talent individuals and assembles great teams without fear of hiring strong

people. Formulates and communicates clear work plans and gives regular feedback on progress towards

goals and makes changes accordingly. Let people know where they stand and can take negative action

when needed.

ENERGY AND DRIVE

Is a competitive person who is consistently driven to accomplish and exceed goals. Creates a sense of

urgency in matters that will impact the success of business objectives.

PERSONAL AND INTERPERSONAL SKILLS

Welcoming and warm personality. Demonstrates genuine care for guests and associates. Sets the tone

for others in stressful situations by responding in a cool, calm, and collected way. Creates confidence and

trust with others and is viewed by others as honest and direct. Is comfortable in conversing with

individuals from a variety of backgrounds and at all organizational levels. Can create an environment

where associates thrive and actively seek approval of the manager. Conveys trust in associates and

elevates their confidence by encouraging decision making and learning opportunities. Is a self improver

who develops a variety of approaches and communication techniques tailored to each situation. Builds

high performing teams and compels them to embrace a shared vision for success.

PROFESSIONAL EXPERIENCE

SISAL WELLNESS & HOSPITALITY PRIVATE LIMITED, KERALA, INDIA.

(Managing Operations & Sales of Premium Boutique Resorts in Munnar, Thekkady & Kochi)

May 2011 – Present

DIRECTOR – ROOMS

Manage the Human Resources in the division in order to attract, retain and motivate the

employees; hire, train, develop, empower, coach and counsel, conduct performance and salary

reviews, resolve problems, provide open communication vehicles, discipline and terminate, as

appropriate.

Develop, recommend, implement and manage the division's annual budget, business/marketing

plan, forecasts and objectives to meet/exceed management expectations.

Develop, implement, monitor and control sales strategies; conduct sales strategy meetings to

ensure the proper mix of group/transient guests while maximizing occupancy and room revenue.

Compile data, analyze trends, develop accurate weekly and period forecasts and communicate to

all departments to ensure appropriate staffing levels are maintained to provide quality of guest

services while minimizing expenses.

Assist in developing, implementing, monitoring and controlling annual budget and marketing plans

to assist in meeting/ exceeding the overall hotel goals.

Assist in strategic rate negotiations for transient accounts to ensure the right mix of sale to

maximize room revenue.

Monitor, control and communicate inventory levels and room and rate restrictions to meet

business objectives.

Implement company programs and manage the operations of the division in a manner consistent

with policies and procedures to ensure a high level of quality and customer satisfaction.

Resolve guest complaints as appropriate to maintain a high level of customer satisfaction and

quality.

Implement emergency organization procedures & training through the management of the

Security staff to ensure appropriate protection for hotel guests, staff and company assets.

Manages the responsibilities of the General Manager in his/her absence.

RADHA REGENT, ELECTRONICS CITY, BANGALORE, KARNATAKA, INDIA

December 2008 – May 2011.

PRE OPENING FRONT OFFICE MANAGER

Managing the Front Office Department as Department Head, formulating and implementing

processes for the smooth functioning of the department and ensuring high customer satisfaction.

Responsible for budgeting and monthly re forecasting of Revenue & Cost as well as reviewing the

monthly Profit & Loss statement of the department.

Played a pivotal role in setting up of dedicated Concierge Desk in the Lobby for enhancing the

Concierge services to the guests.

Forecast trends in occupancy, budget for room sales, average rate and other revenue.

Develop and implement strategies to achieve a larger market share and attract new segments.

Had developed the Induction Manual for new joiners.

Prepared the job profiles for each function.

Been a part of the decision making team for ordering of all the capital and operating supplies of

the unit.

Work closely with the Sales and Marketing department in the area of promotions, special

packages, corporate discounts, new accounts etc.

Responsible for handling guest room change requests adhering to the practice of charging guests

according to the company’s policy unless upgrades are given to resolve room problems or

disputes.

Motivates the reception Staff to consistently be upbeat, friendly and outgoing at all times.

Re designed the Long stay guest program & guest recognition program and received positive

guest feedback.

Instrumental in driving the department to consistently achieve best results and ensuring above

85% in the last four Audits.

Played a key role in maintaining excellent guest relations by attending to their complaints and

resolving their concerns.

Develop systems and procedures that achieve higher cost efficiency and guest satisfaction.

Ensures that subordinate staff adheres to the policies and procedures established by the

company, particularly telephone etiquettes, greeting guests, problem solving and follow up to

guest requests.

Follow up on daily matters recorded in the Reception Log Book.

System in order to maintain a good high level of guest satisfaction and to avoid complaints.

Introduced an incentive program for the team on room up selling leading to great results over last

6 months.

LE ROYAL MERIDIEN, CHENNAI, TAMIL NADU, INDIA

December 2007 – November 2008.

ASSISTANT FRONT OFFICE MANAGER

Create and produce reports as required.

Participates in property initiatives.

Ensure that guest data and management reporting is processed efficiently and accurately while

maintaining proper security standards.

Ensure that all accounting transaction and cash handling procedures are in compliance.

Conduct regular monthly meetings with members of the Front Office and Communication Team to

address current initiatives, projects and long term goals.

Pro actively identify potential guest issues.

Assist housekeeping in day to day activities.

Develop monthly training items to foster development and cross training with other departments.

Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.

Developed and implemented processes and procedures for assigned departments which support

achievement of service and financial goals.

THE PROMENADE & LE DUPLEIX (SAROVAR HOTELS LTD), PONDICHERRY, INDIA

July 2007 – December 2007

FRONT OFFICE MANAGER

Work in association with the Executive Housekeeper for effective room’s management.

Recruitment and Performance Appraisal/ Management of the staff in the department.

Work closely with the Sales and Marketing department in the area of promotions, special

packages, corporate discounts, new accounts etc.

Analyzed business forecasts and schedules accordingly.

Review the monthly business reports and analyze market and occupancy trends.

Create a work environment that is high in employee morale and provides constant training &

development.

Ensure that all the operational standards set for all the processes are followed.

ITC HOTEL KAKATIYA SHERATON & TOWERS, HYDERABAD, ANDHRA PRADESH, INDIA

April 2005 – July 2007

LOBBY MANAGER

This assignment as a Lobby Manager involves leading a team of dedicated guest service agents and

customer relationship executives to provide exceptional customer services thereby generating a feeling of

WOW at every service opportunity. I was a SPOC (Single Point of Contact) for guests. In charge of

concierge operations, dignitary movement, key operating procedures of scanty baggage, left luggage,

Form F, coordination with the state intelligence department and the local police for alien citizen

movement, CVGR rate maintenance, reservation operations and status control, qualified fire fighter and

Mr. Ken Fix it for the department. I managed by setting objectives with necessary follow up to a

successful conclusion.

LE MERIDIEN RESORT & CONVENTION CENTER, KOCHI, KERALA, INDIA

August 2001 – March 2005

ASSISTANT MANAGER – FRONT OFFICE

Ensure prompt, courteous and accurate service to all guests, so as to maximize customer

satisfaction.

Assist Front Office Manager monitors key performance indicators for the department and takes

corrective action.

Attends behavioral and vocational training in own and related work areas to enhance skills and

develop multi functionality.

Ensures department employees are fully trained through Orientation, constant on the job training

and classroom training.

Monitored the delivery and measurement of guest service consistent with the service standards

and brand attributes.

Provided ideas and suggestions for new products, services, technology and processes to ensure

the Hotel's competitive position and in anticipation of changing customer needs within the

dynamic hospitality and gaming environment.

Performed all front office duties when necessary.

CLUB MAHINDRA LAKEVIEW, MUNNAR, KERALA, INDIA

April 1999 – August 2001

SENIOR FRONT OFFICE ASSISTANT.

This initial period of two years were the years of consolidation of what I learnt academically and I

delivered consistently at every opportunity of service thereby creating CUSTOMER DELIGHT, resulting in

featuring me in the top bracket of employees in the customer satisfaction index. At the end of two years, I

moved up the ladder to the position of Staff ‘X’ where I was additionally involved in training new guest

service agents towards delivering exceptional customer service at every MOMENT OF TRUTH .

EDUCATION

Diploma in Hotel Management April 1998

Trade wings Institute of Management Kolkata

Pre University (Science) April 1994

North Eastern Hill University Shillong.

PERSONAL DETAILS

Nationality: Indian

Date of Birth: 28th October 1974.

Religion: Christian

Marital Status: Married

Languages Known: English, Hindi, Malayalam, Tamil & Bengali.

Hobbies: Sports & Reading

REFERENCES

Available on Request

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