DINESH SHARMA

M: +234********** Whats app) E: adhwlj@r.postjobfree.com Born: 1982

MBA in Tourism & Hotel Management & B.Com (Honors) Marital Status Married Nationality Indian

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IN SHORT

I am a Matured, Seasoned, Stable, Dedicated and Passionate Hospitality Management Professional with a highly successful career spanning over 19+ years with outstanding 5* & 4* Hotels and Resorts properties ( Few Pre Openings) in Africa, Nepal and India with an engaging, transparent and supportive leadership style, motivating and empowering team members to consistently deliver exceptional services. Professional with a track record of success in high profile multi-national hotels across African region, Nepal & India, utilizing strong leadership, strategy planning, business development and client relationship management expertise; demonstrated excellence in formulating effective Business.

My signature is DELIVER! As I always deliver best results with high level of guest satisfaction.

Coming from Food and Beverage background, I soon managed medium & small hotels and resorts with Front Office knowledge and experience. With 3 pre openings projects of hotel (1 in Africa, 1 in Nepal and 1 in India) and 6+ pre openings of family restaurants, lounge bar in India, several take over and rebranding projects, my specialty is setting up hotels and establishing them on the market. My expertise includes all technical, operational and sales & marketing (online- offline) aspects.

I prefer medium size Hotel /Resort Operations (max 200 rooms /mix of leisure business and conference). People who know me say “CREATIVE” (personal and professional) should be my middle name.

Core competences include:

Exceptional Sales & Marketing Skills • Revenue Growth / Enhancement • Front Office / A+ Guest service

Pre Opening / Opening Experience • Budgets / P&L Management • Food & Beverage / Catering

Timeshare Hotel Management • Knowledge of Business World • Multi skilled Team Player

Customer Relations • Banquet & Conference Facilities • Resource Optimization

Leadership Strengths & Highlights

Strategic Planning: Develop & implement strategic initiatives for retention & enhancement of market share & revenue. Implement innovative strategies which have subsequently become industrial benchmarks

Marketing & Business Development: Analyze & review market requirements and implement strategies to meet business goals. Identify business opportunities across market segments. Evolve market segmentation & penetration strategies to achieve targets

Operations Management: Proven ability in streamlining internal & external reporting processes and implementing latest practices in operations. Skilled in implementing internationally adopted systems, procedures, practices and related regulatory provisions

Organizational Development: Significant contributor to organizational development, growth and strategic decision making processes utilizing outstanding management and motivational abilities

Training & Development: Identify training needs and conduct customized training programs based on training needs analysis. Groom & mentor potential leaders to take up future leadership roles in the organization

Personality Traits: Motivated and goal driven with a strong work ethics, consistently striving for improvement coupled with excellent administrative aptitude with an eye for detail and the commitment to offer quality work

P R O F E S S I O N A L - H I S TO R Y

GENERAL MANAGER - Mar 2018 – May 2020

(Clear Essence California Spa & Wellness Resort, Clear Essence Apartments &

Clear Essence Cosmetic Center – Lagos, Nigeria) – For “Bluefield Inc. California”

Responsible for the P&L in the hotel and will oversee daily operations & to plan and supervise the activities of an extensive and diverse workforce to ensure a smooth and profitable running of the business of Luxury Hotel, 3 Multi floor Apartments and Cosmetic Center in the heart of Lagos city, Nigeria, under multinational cosmetic company Bluefield Associates Inc. California.

Major Achievements in my tenure

Overall Revenue increased by 140.88% • Profit Level increased by 332.80% • Occupancy increased by 148%

RevPar Increased by 136% & • F&B Revenue increased by 132.5% • Attrition controlled at 0.90%

Achieved Top Rank #1 out of 504 BBs/Inn in city, on Trip Advisor and bring the property at “Top 11” best properties in city.

Successfully upgraded the property from BBs/Inn to Hotel on TripAdvsior and finally my hotel received Traveler’s Choice Award 2020 for first time ever in past 12 years of operation

Winner of the Guest Review Reward 2018 on world’s largest booking site Booking.com

Delivered the best ever profitability, best ever brand image, best ever guest satisfaction and best ever team to hotel in my two years of tenure

Field of Responsibilities

Leading the Top Line up of my property in terms of Sale, Service and Standard

Co-own specific sales & marketing plans for the hotel with the organization’s Sales, Revenue and Marketing teams.

Anticipate risks, gaps and opportunities related to revenue forecast and M&E pipeline, proactively working with respective departments to ensure optimal results

Challenge Revenue & Sales teams in relation to pricing strategy

Enforce my strategy to control the overall cost under the pre decided budget of hotel

Identify cost structure opportunities in the hotel with a strong focus on efficiency and being able to drive change towards productivity

Capacity to identify best practices across departments: staffing and scheduling, internal hotel organization (tasks, duties and responsibilities), F&D profitability

Focus on brand experience and quality assurance to all our guests

Proactively ensure the hotel maintains the highest brand standard compliance and service delivery

Own and develop a specific action plan to constantly increase quality

Take responsibility for the protection of the Hotel Group brand image as per company guidelines

Access the periodical graph of asset management and capex details

Ability to maximize the return per sqm, focusing on common and retail areas in the hotel

Master hotel’s investment plans (LRIP), ensure that key areas of maintenance & brand gaps are covered according to the budget

Maintain an open and professional relationship with Owner

Assume responsibility for maximizing returns based on the available contractual framework and propose changes when detecting business opportunities

Maintain a close understanding of the city’s competitive landscape, being able to identify opportunities and engage the Business Development team

Live and communicate the overall vision, beliefs, and strategies of the Hotel Group to hotel employees.

Ensure that all employees in the hotel receive the necessary training, both in professional competence and in-service attitude

Take full responsibility for compliance with emergency procedures – Management and Training

GENERAL MANAGER - PRE OPENINGS – MAY 2015 – FEB 2018

(WYNDHAM HOTEL GROUP – Nepal / Thailand)

Streamlined all day to day operation for Wyndham Hotel Group, Managed by Kosmopolitan Hospitality Bangkok

Received “Loved by Guest Gold Award” for my hotels from Agoda.com and brought our hotels in 10 best hotels. In my Tenure gave a new height to properties on Trip Advisor

Recipient of 2015 Star Performance Award for providing exemplary customer service

Improved business in all three hotels with maximized:

• Room Occupancy by 200% in different hotel in group • ARR by 50%

• Hotel Revenue by 175% • Managed Guest satisfaction score up to 95%

. The most important activities that are included in pre-opening phase:

HUMAN RESOURCES

Recruitment and Coaching of Heads of departments and the entire staff

Establish basic personnel standards & The organization of external and in-house training

Specialized training for personnel & Training through practical work

Types of trainings: Service, Reservations, Reception, Sales, Housekeeping, Store, Security and more

MARKETING AND SALES

Establishing a corporate identity and marketing campaign

Defining the distribution and sales channels

Connecting the hotel on the GDS - Global Distribution System

Create a pricing policy & Pre-opening sales and prepared for the opening ceremony –“Grand Opening”

FINANCE

Budget preparation for the Pre-opening phase

Establish pre-opening budgets to manage overheads and costs

Budget management according to international standards and strategic plans of the client

Preparing for inspection, certification and hotel categorization

Exceeded aggressive sales goals with:

• Repeat and Long stay 'Guest Recognition' program

• Introduction of a Healthy Diet Menu for the Health Club

• Promotional offers of the different Food and Beverage outlets

Improved management with maximized:

• Room Occupancy by 200% • ARR by 50%

• Hotel Revenue by 175% • Managed Guest satisfaction score up to 95%

Acknowledged for tripling annual sales volume in my tenure through Hotel Revenue, Room nights, OTA Business, F&B Revenue. Outbound business growth, MICE business growth, Direct connects with OTA- Makemytrip.com and Yatra.com and other signed agencies.

Give a new height to property on Trip Advisor

Recipient of 2015 Star Performance Award for providing exemplary customer service

Spearheaded team efforts in reengineering pricing strategy, setting up effective promotional strategies for enhancing market share for our hotel

Managed growth of overall sales through effective leadership of the sales force. Enhanced employee satisfaction by offering aggressive compensation/ benefits packages and performance-driven sales-incentive programs

Consolidated comparative data of city/ resort hotels related to pricing and budgeting for defining/ implementing strategies for optimizing sale of room’s inventory, food and beverage outlets

Nominated for “MAN OF THE KOSMO” award in the field of Energy Efficiency and Corporate Social Responsibility

Collaborated with public relations and advertising organizations in defining/ implementing effective marketing plans. Set up community network by implementing charitable services

Actively promoted Guest Survey program and minimizing Guest complaints, ensuring that the departmental 'Brand Standards' are meet with and exceeded.

Imparted training to the team through demonstration and arranged monthly Departmental Meeting to encourage an open door policy and staff recognition program.

Successfully implemented user-friendly tools for planning and tracking measures after execution; captured basic sales data along with the list of activity performed by us and also by the Competitors.

Effectively introduced Core Standard Training Interacts with other departments pro-actively to ensure a smooth operation and to enhance guest experience.

GENERAL MANAGER- Nov 2014 – Apr 2015

LAKE MANYARA HOTEL - 5* WILDLIFE HERITAGE, TANZANIA

(An unit of one of the biggest hotel group ‘Hotels and Lodges Tnz ltd’ in Tanzania)

Managed all day to day activities for Hotel with 110 superior deluxe modernize rooms, +50 more rooms under construction and operating soon, 1 coffee shop Lounge and Business centre, 1 Multi cuisine Restaurant and Bar, 01 Main Bar, 01 Pool side Bar, 02 banquets and Conference Hall, & Gym with much more

Handled Operational management activities for Hotel & Develop policies and strategies for the financial management including all revenues, expenses, and investments.

Ensure rigorous accountability and long term stability through the conservative fiscal management of resources.

Managing Human Resources of store, staff recruitment, scheduling, Training, motivation, counseling.

Preparing the payroll, grooming, Subordinates the higher positions through their performance evaluation and motivation, Quality assurance of the products and office layout.

Rated high for enhancing year on year revenue generation through electronic channels by 96%, average room rate by 50%, room night generation through Electronic Channels by 130% and look to book ratio by 80.09%

Coordinated closely with the Revenue, Marketing, Finance, as a part of the Operation Strategy team to identify the key opportunities in brand segments (pricing) and markets across the region. Recruiting associates at different levels

Successfully managed to establish relation with Wholesalers, Travel Agents and Tour Operators for volume business with in-depth Market and Competitor survey and Introduction of new clients.

PRE OPENING - GENERAL MANAGER- Nov 2012 - Oct 2014

CHARLESTON HOTEL - 5* SUPERIOR, ACCRA, GHANA,

Smoothly Launched and Managed Deluxe Hotel in the heart of Accra city. (72 Rooms, 4 Banquets & Conference Hall, 2 Multi Cuisine Restaurant & Bar, 1Night Pool Bar, Sports club, Gym).

Entire set up established, Staffing and accounting, Software Ideas developed, Kitchen set up

Spa set up and all the Rooms in proper amenities –

Store set up and storing process • Cost disciplined • Website and software development

Promotions and event management • Sales and marketing • Banners and hoardings placements

Food festival managements • Training sessions • Standard and quality check process

Accounts management • PR and goodwill creator • Import and purchase management

As a General Manager - Directed all day to day activities for Hotel & Develop policies and strategies for the financial management including all revenues, expenses and investments. Ensure rigorous accountability and long term stability through the conservative fiscal management of resources. Managing Human Resources of store, staff recruitment, scheduling, Training, motivation, counseling. Preparing the payroll, grooming, Subordinates the higher positions through their performance evaluation and motivation, Quality assurance of the products and office layout.

Implemented yield management theories and internet driving strategies to improve REVPAR.

Developed policies and strategies for the financial management including all revenues, expenses and investments.

Guided & integrated the department heads effort to realign all business processes and reinforce organizational structure to ensure the effectiveness of major programs and initiatives by focusing energies and operations to achieve agreed upon objectives.

Managed online set up of Central Reservation Office, revenue management, E-commerce and online distribution for the Group

Key role in implementing Best Rate Guarantee Program leading to significant enhancement in business generation

Successfully converted revenues related to no shows, cancellation and enhanced look to book ratio

Developed strategic partnerships for enhancing business and revenue generation. Enhanced online business by setting up revenue management applications and products

OPERATION MANAGER - Jun 2010 - Oct 2012

PARK INN BY RADISSON - 4* DELUXE, DELHI, INDIA

Directed all day to day activities for Hotel for 68 Rooms, 4 Banquet halls, 1 Coffee Shop, 2 Multi cuisine Restaurant and Bar, Room Service, and a recently opened 1440 - 24*7 Hookah Lounge and Café, Swimming Pool Deck.

Successfully Launched & run a new 24*7 Lounge and Café - 1440 at Hotel, and involved in media & other promotional activities in my tenure & do Advertise for the hotel promotion and sale through Corporate PR, Internet Emails, SMS, Phone calling & Other various plans). Increased sale of property and House Profit

Face of the 1440 -24 Hrs Lounge & Café on Various News Channels – IBN7, NDTV & Face book, Chef at Large, You Tube, Zomato.com, The City Guide, ET now news. Increased sale of F&B department and House sale.

Key role in implementing Best Rate Guarantee Program leading to significant enhancement in business generation

Developed strategic partnerships for enhancing business and revenue generation. Enhanced online business by setting up revenue management applications and products

Coordinated closely with the Revenue, Marketing, Finance, as a part of the Operation Strategy team to identify the key opportunities in brand segments (pricing) and markets across the region. Recruiting associates at different levels

Successfully managed to establish relation with Wholesalers, Travel Agents, and Tour Operators for volume business with in-depth Market and Competitor survey and Introduction of new clients.

Front Office Manager / Sales Manager / F&B Manager - Jul 2003 – May 2010

HOTEL NIRULA’S - 5* DELHI – NOIDA - PANIPAT, INDIA

Overview the daily operations of 138 Rooms, 2 Multi cuisine Restaurant & Bar, 1 Pegassus VIP Bar, 2 Specialty Cuisine Restaurant Bar, 1 Hot Spot Fast Food Service, 1 Pastry and cake Bar, 1 ice cream parlor, Banquets and Conference Hall

Time to time managed Room Division, Revenue Management, Sales and Food & Beverage operations of the entire hotel set up with final accountability to achieve service delivery norms and profitability objectives

Drawing budget of the Front Office, Sales and F&B section and rationalizing operational costs to ensure projected efficiency levels as required

Designing and implementing creative promotional schemes to win the patronage of potential market segments

Conducting periodic review meetings with individual managers to identify and iron out the areas of obstructions

Managed Food & Beverage operations of the entire hotel set up with final accountability to achieve service delivery norms and profitability objectives.

Arranged required training sessions for F&B department, Front Office, and sales staff to keep their skill levels up-to-date.

Increased cash flow for F & B department through all around in restaurant bar and room service by extra ordinary guest service and Successfully reduced employee turnover annually within five years period.

Successfully launched more then Six Restaurants for Nirula’s in NCR Region and given a New Heights to Portpouri & Pegassus.

FOOD & BEVERAGE ASSOCIATES - May 2001 – Jun 2003

LUXURY HOTEL LE - MERIDIEN - 5* NEW DELHI INDIA

The hotel's exquisitely designed 355 guest rooms include 7 tastefully decorated designer suites, 54 exclusive Club President rooms and 44 well-appointed deluxe suites.

Ensure to provide a luxury services to all the guests to prove a valuable service standard.

RESPONSIBILITIES AS HOTEL GENERAL MANAGER

Sales and Revenue / Employee Management / Property Management

Works with Regional Director of Sales to manage all sales activities of the property and meet revenue objectives. Activities include setting goals, completing competitive surveys, taking reservations and compiling reports.

Make sales calls as outlined by the Sales Management Teams and/or the Regional Operations Director.

Identifies and seeks out potential business in local market. Maintains relationships with local companies and key people to increase Homestead’s visibility within the local market.

Coordinates and implements sales and marketing activities of the property.

Performs duties in all aspects of hotel operations whenever needed.

Inspects and documents, repairs and cleanliness of property with AGM / HOD to ensure optimum upkeep and repair, room cleanliness and overall property appearance.

EDUCATION & PERSONAL

“MBA in Tourism & Hotel Management” from Bharathiar University, Coimbatore, India in 2018

Diploma apprenticeship in Food and Beverage, from ITC HOTEL MAURYA SHERATON, New Delhi in 2001

Hotel Operations & Management Training ( MT) in Front Core Discipline from HOTEL NIRULA’S, Connaught Circus, New Delhi in 2004

Bachelor of Commerce (Honors in Business Management concept and practices, Business and Company law, Cost analysis & control, Corporate Accounting & Finance, Marketing, HR Management, Auditing, Micro and Macro Economics & more ) from Zakir Husain College, Delhi University, India

Date / Place: (DINESH SHARMA)

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