General Manager Revenue Management

R AJARAM N AGOO

Phone: +60-124******

Email: ********@*****.***

LinkedIn: https://www/in/rajaramnagoo

Address: No 6 Jalan Puncak Kampar,

***** ******, *****

Nationality: Malaysian

EXECUTIVE SUMMARY

Accomplished Hotel General Manager with over 37 years of progressive leadership across Malaysia, Singapore, China, Myanmar, and India, specializing in managing upscale and full-service hotels. Proven success in leading hotel pre-openings, turnarounds, and rebranding efforts with global brands including IHG, Radisson, and Carlton, delivering sustainable growth and operational excellence. Achievements include:

Achieved 96% occupancy and 12% ADR growth at Park Inn by Radisson Putrajaya within 12 months through effective market repositioning and revenue management strategies.

Completed 7 full hotel pre-openings (3 IHG China, 2 M&C, Carlton Hotel, GA, Park Inn RHG -Malaysia), delivering on- time launches with full operational readiness and trained local workforce.

Improved GOP margins by 9% at Armada Hotel PJ through cost restructuring, vendor re-negotiation, and streamlining back-of-house operations.

Enhanced employee satisfaction scores by 30% through cultural transformation initiatives and implementation of structured training programs.

Led major hotel renovations while maintaining guest satisfaction scores above 85%, ensuring business continuity and minimal disruption.

KEY SKILLS

Hotel Operations Management Pre-Opening & Rebranding Projects/ Contract Negotiations & Vendor Management

Budgeting & Financial Planning (P&L) Revenue Management & Yield Strategies

Sales & Marketing Leadership Guest Experience & Service Excellence

Strategic Business Development Brand Standards & Quality Compliance

Cost Control & Profit Optimization Talent Acquisition & Workforce Planning

Team Leadership & Staff Development Crisis Management & Problem Resolution

ESG & Sustainability Initiatives Owner Relations & Stakeholder Engagement TECHNICAL SKILLS

Property Management Systems (PMS): Opera, Fidelio Point of Sale (POS): Micros, Infrasys, POSistcc

Revenue Management Systems: IDeaS, EZRMS Sales & CRM: Salesforce, Delphi, Opera S&C

Accounting & ERP: Sun Systems, SAP for Hospitality HR & Payroll Systems: Time soft, Oracle HCM

Channel Managers & Booking Engines: Site Minder, STAAH, Travel Click

Reporting & Analytics: STR Reports, Power BI, Excel Pivot Tables

Communication & Collaboration: MS Outlook, Teams PROFESSIONAL EXPERIENCE

General Manager - Hotel Armada Petaling Jaya 06/24 – 09/25 Operational Leadership: Spearheaded operations for a 257-room property featuring sleek, newly renovated accommodations designed to deliver comfort and care to diverse guest profiles.

Executed strategic restructuring initiatives, achieving a 27% reduction in headcount and delivering $1.28 million in cost savings without compromising operational efficiency or service standards

Partnered with sales and revenue management teams to devise and execute robust post- recovery strategies, leading to a 35% growth in the corporate segment.

Increased RevPAR (Revenue per Available Room) by 46% through targeted revenue strategies and efficient cost management.

Improved GOP (Gross Operating Profit) conversion from 23.2% to 36.5%, optimizing financial performance across all departments.

General Manager - Grand Alora, Alor Star 07/23 – 06/24

Was re-engaged as General Manager, Grand Alora Hotel and Advisor for the hospitality division of GA Hotel Management.

Executed strategies to significantly improve profitability, doubling profits within six months and achieving the highest annual GOP.

Increased revenue by 23.4% in Q2 2023 compared to the same period in 2022 through targeted initiatives and performance optimization.

Generated additional revenue streams by introducing new business channels, including outside catering and increased Sales bookings (strategic restructuring initiatives). General Manager - Park Inn by Radisson (Pre-Opening & Post-Opening) 06/19 – 05/23 Park Inn by Radisson Hotels (RHG) Putrajaya is the first in the category in Malaysia. Responsible for all activities on the pre-opening of the 220 rooms and suites, 9 meeting rooms, 1 Ballroom for up to 250 people, one Restaurant & Room Service.

Achieved a first-year GOP of 41% (2021) (DuringCovid19) without requiring a cash call from owners.

Realized RM 1.3 million in savings from the pre-opening budget by streamlining operational processes.

Attained Net Operating Profit (NOP) from the first month of operations, with revenue hitting RM 13 million in the first year.

Increased the first-year operating GOP to 38%, surpassing industry benchmarks

Achievements: Extraordinary Service: Excellent 4-Star Hotel and Restaurant Service (2022, 2023) by Asian Food & Travel Award. Employee Recognition: Every Moment Matters Award –

Ambassador of Our Culture Belief (2022), voted by employees of RHG Radisson Hotel Group. Industry Excellence: Gold Award – Business Hotel 2022 by Malaysia Tourism Council (MTC). Government Recognition: Obtained 4-Star Rating by the Ministry of Tourism Malaysia and Halal Certification endorsed by JAKIM. Personal Achievement: Best Hospitality & Tourism Personality Award 2023/2024 by HAPA

General Manager - Hatten Hotels Worldwide 09/18 - 05/19 A 233 rooms an dsuites hotel, Multi-Purpose Meeting rooms, 1 Restaurants, 1 Bar, Lobby Lounge)

Guest Satisfaction Awards:

Booking.com Guest Review Award (2018/2019) with a score of 8.4.

Agoda Guest Review Award (2018/2019) with a score of 8.4.

Best Luxury Hospitality Concept Hotel (2019) by Asia Pacific Tourism and Travel Awards. Best Local Cruise Restaurant

(2019) by Asia Pacific Tourism and Travel Awards. Hospitality Superstars Award (2019) by Asia Pacific Tourism and Travel Awards.

General Manager - Quality Hotel - Leo Pacific Kuala Lumpur 09/16 - 08/18 253 rooms and suites hotel, 16 meeting rooms, 1 Ballroom with 300 people seating capacity, 3 Restaurants, 1 Bar, 1 Lobby Lounge

Boosted guest satisfaction scores online from 8.2 to 9.01, enhancing guest experience and brand reputation.

Turned around hotel performance from a Gross Operating Loss (GOP) of -11% to a positive GOP of 47%, driven by revenue growth and cost control measures.

Awarded TripAdvisor’s Travelers’ Choice® 2017 for excellent guest satisfaction and service.

Received TripAdvisor Certificate of Excellence (2017) for outstanding service.

Awarded Booking.com Guest Review Award (2017) with a score of 9.2.

Key Revenue and Operational Improvements

Increased Ramadan promotion restaurant covers by 71% and revenue by 46%, contributing significantly to overall sales growth.

Achieved the targeted profit objective for 2017, contributing to the hotel’s financial success and stability. General Manager - IHG Holiday Inn Hotel, China (Pre-Opening & Post Opening) 09/15 - 08/16 Rejoin IHG group as per opening General Manager for Holiday Inn brand, Prepared and led the team through the pre-opening and post opening of a Holiday Inn Haikou Hainan of 200 rooms and 3 restaurants and bars with 22 private dining rooms.

Reversal & Savings Plan: Achieved RMB 41 million in savings through improved operational processes.

Delivered first-year operating GOP at 52% with no cash call from ownership, exceeding financial targets.

Guest Satisfaction: Received the TripAdvisor Certificate of Excellence for outstanding service and guest satisfaction.

Achievements: Beautiful China Gold Olive Award (2016), Best Green Business & Travel Hotel, Best New Opening Hotel, Top 10 Outstanding GM of China Hotel, Best New Opening Hotel, Best General Manager, Guest Satisfaction: Received the TripAdvisor Certificate of Excellence for outstanding service and guest satisfaction. General Manager - Grand Alora Hotel, Malaysia (Pre & Post opening) 06/13 – 08/15

Managed the launch of 4 restaurant concepts, along with the development of banquet facilities including a 1200-seat ballroom and 16 meeting rooms, ensuring they met the highest industry standards.

Delivered RM 3.3 million in cost savings through careful planning and process optimization, contributing to operational efficiency.

Achieved a first-year operating GOP of 43%, meeting revenue and profit targets, with RM 28 million in recorded revenue in the first year.

Successfully secured 5-star status from the Ministry of Tourism Malaysia, marking a key milestone for the hotel.

Recognized with the TripAdvisor Traveler’s Choice Award, affirming superior guest service and satisfaction. General Manager - Penang Swimming Club, Penang 05/12 - 05/13

Penang Swimming Club is a prestigious private membership club offering world-class facilities and services to members and their families. With over 550,000 square feet of space, the club operates six restaurants and ten banqueting venues, complemented by a diverse array of sporting and family- oriented activities.

Successfully repositioned the Club to enhance member engagement and satisfaction.

Spearheaded the development of strategic initiatives that led to increased club revenues and a more vibrant member experience.

Played a key role in building a culture of excellence and customer-centric service. Executive Assistant Manager - Meritus Pelangi Langkawi 05/10 – 04/12

355 Villas, an 800 sq. meter of fully equipped banquet and conference space that can accommodate 1000 guests

Recruited with the task to enhance service delivery, completely revamped operations and cross-functional teams by facilitating training on customer service and various best practices such as HACCP, OSHA and ISO. Reporting to the GM

Led the hotel to earn recognition from Travel + Leisure as the Best Business Hotel in the Langkawi in 2011.

Transformed profit and guest satisfaction performance at the brand’s flagship hotel with 355 rooms and ten F&B outlets.

Revenue & Profit Growth: delivered the hotel’s highest ever F&B revenue, and improved profits by 38%. Food & Beverage Director (Pre-Opening and Post Opening) - Crowne Plaza (IHG), China 06/08 - 04/20

Awarded the “Best Opening Hotel” by InterContinental Hotel Group China in 2010, in recognition of exceptional F&B services and operational readiness.

Achieved a 28% profit increase sales through innovative cost-saving initiatives, optimizing F&B operations and streamlining service delivery.

Recognized for excellence in guest satisfaction, with improved service quality and staff performance, contributing to the overall success of the hotel.

IHG Owner Gala Dinner – 700 Guests

Led the planning and execution of the prestigious IHG Owner Gala Dinner, successfully managing an event with 700 owner attendees.

Executive Assistant Manager (Food & Beverage) - Orchard Hotel Singapore 07/07-05/08

Generated a 17% revenue growth in 12 months by creating innovative promotions and launching an outside catering unit, boosting F&B offerings beyond the hotel.

Drove profitability through the restructuring of F&B operations and staffing optimization in a unionized environment, balancing operational needs with labor requirements while enhancing efficiency and service delivery.

Improved operational efficiency by re-engineering workflows, leading to smoother service in both restaurant and banquet operations

27% revenue growth within 12 months through successful promotions, catering initiatives, and upselling programs Group Food and Beverage Director - Holiday Villa Hotel and Suite Alor Star 01/05 –06/07

Awarded the Outstanding Marketing Innovation Award by Antara Hotels and Resort Group for driving innovative marketing campaigns that resulted in increased visibility and bookings.

Successfully increased RevPAR and occupancy levels, exceeding industry benchmarks during tenure.

Implemented strategic operational changes that led to enhanced guest satisfaction and increased brand loyalty. Food& Beverage Director (Pre & Post Opening) Crowne Plaza (IHG), Haikou China 09/02 – 11/04

Awarded by Guinness World Records for Crowne Plaza Hainan Spa & Beach Resort as the Largest Resort in China and Largest Indoor Hot Spring Spa in the World.

Best Hotel for Excellent Service, 2002 - Awarded by the Foreign Affairs Bureau of Hainan for superior guest service and operational excellence.

People Development Award, Asia Pacific, 2002 - Recognized for exceptional leadership in staff development and training programs by InterContinental Hotels Group.

Best Hotel Leadership of the Year, 2004 - Honored for outstanding leadership in F&B operations and team management.

Crowne Plaza Hainan Spa & Beach Resort – the mega Spa-Resort-Hotel Complex that was awarded by Guinness World Records as The Largest Resort in China and The Largest Indoor Hot Spring Spa in the World

2002 - Best Hotel for Excellent Service, by the Foreign Affairs Bureau of Hainan, PRC and People Development Award - Asia Pacific, by InterContinental Hotels Group

2004 - Best Hotel Leadership of the Year Award, by InterContinental Hotels Group and Outstanding Marketing Innovation Award, by InterContinental Hotel

Assistant Food & Beverage Manager - Carlton Hotel, Singapore 08/00 - 08/02

Revenue Growth: Successfully tripled lifestyle restaurant revenues in four months, increasing daily visits from 90 to 286, through targeted marketing and operational improvements.

Leadership Impact: Led the cultural transformation of the F&B team, fostering a high- performance culture through training, recognition programs, and continuous motivation

Assistant Food & Beverage Manager - Copthorne Orchid Hotel, Singapore 07/99 - 07/00

Operational Efficiency: Improved operational performance by streamlining staff training and developing efficient scheduling systems that optimized both labor costs and service quality.

Staff Development: Contributed to the professional growth of F&B staff through targeted training programs, enhancing team skills and morale

Assistant Food & Beverage Manager – (Pre-Opening /Post Opening) Equatorial Hotel, Myanmar 04/96 - 06/99

Operational Setup: Successfully supported the F&B department’s setup and launch during the hotel’s pre-opening phase, ensuring all aspects were in place for a successful opening EDUCATION

Master of Business Administration (MBA) - Paris Graduate School of Management (2013)

Certified Hotel Administrator (CHA®) - American Hotel and Lodging Educational Institute (AHLEI) (2018)

Higher Diploma in Hotel Management - Singapore Hotel and Tourism Education Centre (SHATEC) (2000)

National Technical Certificate Grade 2 in Food & Beverage Service - Institute of Technical Education Singapore (1996)

Diploma in Hotel & Restaurant Management - International Correspondence School (1996)

National Trade Certificate National TC 2 in F&B Singapore Hotel Association Training and Educational Centre (SHATEC)

(1995)

MISCELLANEOUS INFO

Nationality: Malaysian

Spoken Languages: English, Mandarin, Malay and Tamil Written Language: English and Malay

Availability: Immediate

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