Competitive Advantage

Hospitality Operations Sales and Marketing Strategic Revenue Management Marketing Communication Business Administration Guest Services Grievance Handling Market mapping and penetration Cost Control and Business Profitability Vendor Management Legal Compliance Data Analysis & Interpretation Quality Audit and Quality Control. Pre-Opening Experience

Profile & Vision

An innovative profit-oriented Hospitality Professional carrying over 26 years of documented success in launching & establishing a brand, optimizing revenues, market capitalization and improving guest satisfaction in large diverse organization.

With in-depth insight of the multiple facets of hospitality, has been able to forge lasting relationships with hotel owners, strategic partners and relevant stakeholders confident to embark upon more complex challenges.

Engaged with several Pre-Opening Property assignments and exponential business turnarounds of the property.

Ethics, Virtue & Professionalism

Developed expertise in ideation & execution, persistence & perfection, value driven, business rationale, inclusive leadership capabilities and un-compromising integrity.

Personal Belief: Empathise & Redefine the Customer requirements & concentrate more to the displeased customers.

Academic Pursuit

M.B.A. in International Hospitality & Marketing Operations from The Wharton School, A+ level 1992

BHM, Diploma in Hotel Management from East Stroudsburg University of Pennsylvania A+ level 1986

Certifications

Wyndham General Manager Certification

IHG Holiday Inn Express General manager Manger Certificate IGH Hotel 2011

Best western General Manager Certificate 2011

Delivered Strategic leadership for 118 guest rooms and 18 Villa, 1 conference rooms, 1 restaurant, & 15000 sq. ft. of open lawn with & 12000 Banquet Hall.

Streamlining salary wages, utility, food cost and other redundant operating expenditures.

Developing business plans for hotels and strategy to attain targets.

Implementing SOP’s to achieve continual improvements and to meet audit standards and guidelines.

Optimizing room yield through innovative sales practices and yield management.

Handling budgets, achieving the forecasted business and controlling operating expenditure.

Led Planning, organizing, developing, coordinating and administrating the entire operations of three prestigious Hotels.

Explored business potential analysis, opportunities & clientele for securing profitable growth in business volumes.

Designed marketing plans and policies for augmenting the business volume by enhancing brand visibility & brand awareness

Established external public relations, designed to gain increasing acceptance of the unit within the Hotel industry and community in general.

Liaised with the corporate sales & marketing div. to have all-out occupancy, average room rate and food & beverage income.

Monitored the functions of purchasing dept. in order to ensure availability of the best raw materials at competitive prices.

Reviewed the overall services i.e. housekeeping, front office, laundry, telephones, health club and other facilities.

Rendered guidance to the F&B promotional activities for increased sales in the Hotel with a view to maximizing sales.

Directed the F&B dept. reviewed all changes in menus, merchandise & pricing of food sales.

Built & maintained relations with clients, attained profitability and improved sales growth analysis and strategies.

Conducted the operations at the Hotel in the best interests of the company and to be fully committed to corporate objectives

Created an environment that sustains and encourages high performance delivered; motivated the team in tough times

Oversaw the entire Operational impact statement, Process execution of the hotel, balance score card of the Hotel.

Led Preparation of Pre-Opening and Post Opening Financial Budgets.

Managed the Project during the Hotel’s Design and Facility Planning in operations management.

Assisted the Financial controller with officials of the State Government for Procurement of Licenses / Approvals Fire Safety, Tourism - Hotel’s Registration, HT Connectivity and Other Related Utilities.

Involved in Business Planning and Analysis for Assessment of Revenue Potential in Business Opportunities.

Identified and Developed New Streams for Long Term Revenue Growth through Corporate and Travel Groups etc.

Involved with Planning, Budgeting & Procurement of Capital Equipment.

Led Planning and Ordering of Operating Supplies and Equipment.

Infused F&B Concept Planning for Revenue Enhancement synergy and initiatives.

Oversaw the Designing and Formulation of the Human Resource Policies and Procedures.

Ensured Documentation of Operating Procedures for All Departments to ensure Standardization and Compliance.

Prepared for Star Classification of hotels.

Managed 99 Room Hotel operations to achieve maximum profitability index, ensure guest satisfaction strategy, protect the financial aspects of the business and maintenance of the property.

Managed property operations for growth in the five KRAs (guest service, employees, sales/marketing, property appearance, and profit/financial control).

Oversaw HR matters including on boarding, training, and performance appraisals.

Ensured product quality standards met in all areas of the hotel as it related to levels of maintenance and cleanliness.

Established and maintained preventative maintenance programs to protect the physical assets of the resort.

Delivered steadily results by realizing performance goals aimed on revenues, guest and associated satisfaction index.

Managed departmental budget vis-à-vis revenue, expenses, profit and implemented steps for improvement.

Oversaw the guest service function to resolve guest complaints, ensured superior guest service is delivered.

Managed emotional customer situations; and responded to requests for service and assistance.

Maintained seamless operations of all departments promising higher level of services to the guests.

Associated the Directors to design and communicate a clear Business blueprint for the future.

Set and communicate realistic yet resilient goals in the direction of the hotel’s vision.

Devise, communicate pragmatic plans for achievement of strategic goals and objectives.

Played an active role in the operations management of the business.

Plan yearly departmental budgets in collaboration with the Financial Controller/Directors.

Operate within monthly cost budgets on basic expenses.

Monitored the monthly financial performance report and evaluation for the hotel.

Imbibed and managed profit margin drivers in the departments and help managers to do the same

Led entire operation along with a team of 460 Associates. Managed a turnover of 28 Million US$.

Collaborated closely with government officials and ensuring the legal requirements related to F and B, Safety, Hygiene and Security is maintained.

Accounted for exceeding guest satisfaction and upkeep of the property.

Delivered turn over conversion into 55% pre-tax GOP for gearing organizational skills & core competencies.

Delivered results above industry benchmarks to the stake holders develop people strong leadership

Executed Products & services variances to address the hotel’s target groups, based on pre-agreed marketing plans & budgets.

Ensured the correct production and distribution of information and promotion materials as agreed to.

Formulated plans and budget concepts (revenues, costs, etc.).

Developed continuous improvement actions, carry out costs savings and controlling of cost price and selling price formula.

Delivered data and proposals for the budgets and investment initiatives.

Managed various Department Heads Safeguard quality of operations (internal & external audits)

Coordinated planning of Department Heads and Assistant Managers with regard to time-tables, work schedules, employment of employees within the different services; solving of bottle necks.

Accounted for responsibilities of department heads in their absence, Implemented the S.O.Ps optimally in the hotel.

Directed entire hotel services, including front desk operations including reception, concierge, reservations, food and beverage operations, maintenance, and housekeeping activities.

Involved in daily bank deposits, resolved customer complaints & furnishings replacements.

Led budget planning, cost control, set sales goals & room rates, performed property inspections, ensured property safety and cleanliness, and maintained diligent compliance with laws and statutory regulations.

Onboarded and trained hotel personnel; planned staff member for daily assignments for high performance work systems.

Initiated & drove optimum strategies for top / bottom line profitability, develop business through new and existing clients.

Ensured operational efficiency of the highest standards in various departments viz. Room Servicing, House Keeping, F&B, Banquets, Front Office, and Guest Operations etc.

Formulated marketing strategies for segmenting and targeting the potential customer / markets and positioning the services.

Escalated brand visibility through implementing promotional strategies and personal relation skills.

Ensured high quality service to the clients for maximum customer experience and delight in all the satisfaction parameters.

Identified the HR needs and initiated the recruitment process, Imparted of best training to deliveries of the highest standards.

Introduced cost effective customer friendly menu, honed with the distinction of introducing authentic and fusion cuisine.

Streamlined operations to achieve all-out bottom Line profits, without trading in Guest Satisfaction index.

Effectively led by example to enhance employee motivation and guest satisfaction.

Shaped & executed policies for seamless operation and profit optimization.

Collaborated with Sales Deptt. For the execution of budgeted financial goals & operational efficacy.

Involved in front desk training seminars for courteous guest services.

Engaged in menu planning principals, and ensured that standards are maintained at all times during F&B Operations.

References:

Mr. Harish Chandra . Chief Technology Officer at Sarovar Hotels & Resorts

+91-956*******

Mr. Rahul Malik. Senior General Manager Operations - Corporate Office at Clarks inn Group of Hotels,

+91-844*******

Hitesh Patel

High Impact Hospitality Profile

Mumbai E-Mail: adeed9@r.postjobfree.com LinkedIn Profile +91-878-***-****

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