SHYAM KRISHNAN

Mobile Number: 385-***-****

***Email: adph1g@r.postjobfree.com

Career Objective:

Talented and accomplished Director of Operations with over 19 years of proven expertise in providing superior customer service. Expertise in overseeing a high-profile establishment and aligning the product quality and service to exceed the expectations, whilst still meeting with the business goals. Excellent problem-solving and leadership skills combine with comprehensive industry knowledge.

Professional Skills:

Ability to take decisions and work under pressure.

Good Customer Service and interpersonal skills.

Professionally and sensitively handling agitated customers & ownership requests.

Work Experience:

Rooms Operations Manager –

Rennaisance Tampa since Nov 2020

Director of Hotel Operations –

Salt Lake Marriott Downtown at City Creek, Utah

Since Jan 2020- Sept 2020 Responsible for overall operations

of 515 key hotel with main focus on Rooms & Loss Prevention.

Marriott Cleanliness Champion for the property

Director of Rooms –Sheraton Puerto Rico Hotel & Casino

June 2018- Jan 2020

Increased Guest Voice Index from 66% to 74.1%

(Highest ever increase in ITR and Elite appreciation YOY)

Increased Employee Satisfaction from 89% to 93%

Increased TripAdvisor property ranking in an year from 12th position to 3rd (out of 52 hotels)

Member of Marriott Business Council Puerto Rico

Property Champion for major Land it tasks

Director of Guest Experience - JW Marriott Marquis Dubai

Aug 2014- June 2018

Manage P & L and Stay abreast in best in class Rooms and Guest Experience companies for relevant competitive intelligence on industry, competitor, and economic trends to provide insight to the discipline. Maintain close and productive working relationships with the experts to resolve hotel operational issues and participate in property visits as needed.

Respond to and resolves operational concerns through Guest Voice or Social Media channels.

Completed Housekeeping Foundation of Cleanliness training conducted by Marriott regional office. Completed At the helm training for Marriott Senior leadership hotel operations. Achieved BSA result 96.4 for 2015 in absence of DOR.

Project:

Implementation of Valet front drive from 2 lanes to 4 lanes and systems fine tuning to fit the smooth operation.

Implementation of Marriott Mobility program for enhance guest experience

Implementation of Marriott Mobility program for Chinese two way mobile communication app with Chinese speaking guest.

Implemented best practices to improve guestvoice score and achieved desired result and became number one in the brand.

Implemented best practice in AYS to achieve GuestWare goals and we became number one in the region.

Provided senior leadership and guidance to my direct subordinate to win the “At the Edge Award” from Marriott HQ in USA.

Implemented best practices at Executive Lounge which leads to highest GV score in the region for Marriott loyal members.

Hotel MOD - JW Marriott Marquis Dubai

November 2012- August 2014

Manager on Duty for the preopening JW Marriott Marquis Dubai reporting to Hotel Manager who oversees this tallest hotel of the world. Responsible for all evening operational disciplines in this 1608 bedroom hotel with 14 restaurants / lounges plus 23 meeting rooms.

Responsible Hotel Manager during evening operations.

Took part in the planning of the strategic positioning of the newly opened hotel.

Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

Communicates any variations to the established norms to the appropriate department in a timely manner.

Leads the Department Heads Standup daily to discuss and find solutions for various internal and guest concerns.

Strives to improve service performance in all areas by leading weekly Guest Voice operations meeting.

Ensures compliance with all policies, standards and procedures.

Emphasizes guest and associate satisfaction while focusing on continuous improvement.

Established and implemented additional SOPs following opening.

Ensured appropriate coordination for a smooth operation of this new hotel.

Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.

Empowers and train employees to provide excellent customer service.

Ensures employees understand customer service expectations and parameters.

Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.

Participates in the development and implementation of corrective action plans to improve guest and associate satisfaction.

Participates as needed in the investigation of employee and guest accidents.

Conducts regular inspection tours of the entire facility including staff accommodations for appearance, safety, staffing, security, and maintenance.

Celebrates successes and publicly recognizes the contributions of team members.

Member of the Hotel Crisis team and respond on emergences including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

September 2011 – Nov2012

Front Office Manager - Grosvenor House Dubai – (A Luxury Collection Property by Starwood and awarded the best business hotel in Middle East.)

October 2010 – Sept 2011 -

Asst. Front Office Manager

Le Royal Meridien Beach Resort & Spa, Dubai. – (Awarded the best beach resort in Middle East Hotelier Awards)

Feb 2008-Oct 2010 - Night Manager

Le Royal Meridien Beach Resort & Spa, Dubai. – Awarded the best beach resort in Middle East Hotelier Awards.

Jan 2004-Jan 2008 - Asst. Night Manager

Le Royal Meridien Beach Resort & Spa, Dubai. – Awarded the best beach resort in Middle East Hotelier Awards.

2002-2004 Asst. Manager Front Office

Le Meridien Resort and Convention Centre Cochin.

Educational Qualification

Bachelors in Hotel Management

Four years Degree(1998-2002)

Mangalore University

Karnataka, India

References-

Jeff Kempton- (General Manager- Marriott Downtown Salt Lake City Utah)

adph1g@r.postjobfree.com 001**********

Balan Paravantavida – (Hotel Manager- Marriott Gaylord National DC)

adph1g@r.postjobfree.com 001**********

Jose Gonzalez – (Area General Manager- Puerto Rico)

adph1g@r.postjobfree.com 001**********

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