Head of Operations

MITESH NARULA

Contact: +91-962**-**** E-mail: ************@*****.***

Skype: live:miteshnarula LinkedIn: https://www.linkedin.com/in/mitesh-narula-93212a18 Currently in Brampton ; willing to relocate at the earliest OPERATIONS HEAD

Results-driven and accomplished Hospitality Executive with over two decades of experience in Hotel Operations, Facility Management, and Business Development. Holds proven track record of driving revenue growth, optimizing operational efficiency and exceeding performance targets. Successfully managed flagship properties and received accolades for effective leadership in challenging circumstances. Strong expertise in budget management, cost control, and facility maintenance. Skilled in forging strong relationships with stakeholders to drive business development and brand expansion. An analytical mindset with a keen eye for process improvement opportunities and implementation of innovative solutions. Recognized for achieving impressive cost savings through effective vendor management and negotiation tactics. Proficient in industry-leading systems, including Opera PMS, Comanche, PMS Amadeus, and IDS. Committed to delivering outstanding results. A visionary leader seeking to use a track record of exceptional guest satisfaction, revenue growth, and brand reputation elevation. CORE EXPERTISE

TECHNICAL SKILLS

• Opera PMS • Hotelogix • Comanche PMS • Amadeus • IDS • SAP • Protel ACHIEVEMENTS

• Received accolades from the Chief Operating Officer (Berggruen Hotels – Keys Hotels) for effectively overseeing the flagship property in the absence of the General Manager.

• Successfully elevated the Tripadvisor ranking of Marriott Executive Apartment from #127 to #4 among 364 hotels in Mumbai, showcasing a strong dedication to guest satisfaction and delivering outstanding service.

• Implemented astute negotiation tactics for yearly service contracts (Housekeeping, Security, Maintenance) at K.J Foundation, resulting in impressive cost savings of 4.3 Cr, effectively optimizing organizational resources.

• Spearheaded strategic initiatives at St. Mark's Hotel, resulting in a noteworthy year-on-year F&B revenue growth of 25%. PROFESSIONAL EPERIENCE

Olive Hotels By Embassy Group - Bangalore Nov 2022 - Ongoing Head of Operations

• Develop and implement operational strategies aligned with the overall business objectives of the Embassy Group.

• Prepare and manage operational budgets, ensuring effective cost-control measures are in place.

• Oversee the management and maintenance of facilities, ensuring they are well-maintained, safe, and compliant with relevant regulations.

• Establish key performance indicators (KPIs) to monitor operational performance and provide regular updates to senior management on operational metrics, progress, and areas for improvement.

• Regularly review operational processes, policies, and procedures to ensure they are efficient and aligned with industry best practices. Keys Select Hotel & Lemon Tree Hotels – Bengaluru Mar 2019- Nov 2022 Cluster General Manager

• Responsible for overseeing two flagship properties under the Keys Portfolio, Keys Select Whitefield and Keys Select Hosur Road.

− Hospitality Administration

− Customer Relationship

− People Management

− Financial Acumen

− Operational Excellence

− Business Development

− Brand Development

− Management Cross-functional

− Sales & Marketing

− Coordination Staff Management

− Training & Development

− Team Building & Cooperation

• Successfully managed and maintained operations during the challenging circumstances of COVID-19 by implementing strategic sales initiatives and adapting to changing situations.

• Executed and managed Vande Bharat Mission at Keys Select Whitefield and implemented Business Continuity Plan (BCP) at Keys Select Hosur Road, ensuring operational continuity and achieving a GOP of 32%.

• Collaborated with Apollo hospitals to cater to mild symptomatic patients, providing necessary training and motivation to the team members.

• Demonstrated practical leadership skills and achieved guest satisfaction, as reflected in positive TripAdvisor comments. St. Mark’s Hotel – Bengaluru Feb 2017 - Mar 2019

General Manager

• Drove sales initiatives, acquired new accounts, and revitalized lost accounts to enhance revenue generation

• Managed profitability and exceeded revenue and guest satisfaction targets

• Provided effective leadership to the hotel team, ensuring alignment with business goals

• Led business planning activities and control costs while optimizing revenue opportunities. K.J Foundation – Bengaluru Feb 2016 - Jan 2017

Head Administration & Facility (South India)

• Implemented change management strategies in overseeing 10 centres with a manpower strength of 600+.

• Managed a fleet of 196 buses under the transport department.

• Oversaw stores and purchase activities in the South Zone.

• Responsible for P&L management in the South Zone.

• Successfully handled vendor management and coordinated with Finance, Marketing, and IT departments. Royal Orchid Central – Bengaluru Jun 2014 - Jan 2016 General Manager

• Provided overall management and leadership to the hotel executive team.

• Implemented sales strategies to acquire new accounts and revive lost accounts.

• Coordinated with HR, Finance, and legal departments to ensure compliance and respond to audits.

• Introduced innovative initiatives such as an automated complaint management system and technology enhancements.

• Led business planning, cost control, and revenue optimization efforts to ensure profitability and guest satisfaction targets were met and exceeded. Marriott Executive Apartment - Mumbai May 2013 - Jun 2014 Resident Service Manager

• Managed Marriott Executive Apartment independently, achieving significant improvements in guest satisfaction and profitability.

• Maintained a clean, safe, and secure environment through regular property inspections. Berggruen Hotels (Keys Hotels) – Mumbai Mar 2011 - May 2013 Corporate Manager Accommodation

• Introduced initiatives such as upgrade programs and points systems to drive sales and enhance guest experience.

• Managed pre-opening projects and conducted process audits to ensure adherence to standard operating procedures.

• Implemented reporting formats, MIS, and revenue reports as per company standards.

• Managed repair and maintenance activities and planned F&B promotions to achieve budget targets.

• Implemented energy conservation measures, resulting in cost savings. PAST EXPERIENCES

Oakwood Premier, Pune, India Assistant Front Office Manager / Front Office Manager April 2010- March 2011 Radisson, Pune, India (Pre-Opening) Assistant Front Office Manager June 2009- March 2010 Hilton Strathclyde, Glasgow (United Kingdom) Reception Manager/ Front Office Manager June 2006- May 2009 Le Meridien, Pune, India Night Executive / Asst. Night Manager/ Asst. Manager Front Desk Jun 2002-June 2006 EDUCATION

Master of Business Administration from Sikkim Manipal University, Bengaluru, India 2014- 2016 Bachelor of Hotel Management & Catering Technology from Pune University, India 1998- 2002

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