Customer Service Front Office

Niumal Fernando (MBA)

Mobile Number : +971-*********

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

Passionate Hotelier & Results-Driven Leader

As a dynamic and results-oriented professional with a proven track record in the hospitality industry, specializing in hotel management, I am currently serving as the General Manager at Premier Inn IBN Battuta Mall Hotel, bringing 20 plus years of comprehensive experience to the table. My focus lies in ensuring operational excellence, delivering exceptional guest experiences, and driving sustainable business growth. Key Strengths:

Strategic Leadership: I excel in orchestrating high-performing teams and have a passion for developing and implementing strategic initiatives that optimize operational efficiency and elevate guest satisfaction. My leadership style is geared towards fostering innovation and continuous improvement, ensuring that the teams I lead are well-equipped to overcome challenges and capitalize on opportunities.

Guest-Centric Approach: Committed to delivering unparalleled hospitality, I understand the pivotal role that guest satisfaction plays in the success of any hotel. My approach revolves around creating memorable experiences that leave a lasting impression, fostering a sense of loyalty among guests and encouraging repeat business.

Financial Acumen: My adeptness at budget management, revenue optimization, and cost control sets me apart. I consistently surpass financial targets while maintaining top-tier service standards. By implementing sound financial strategies, I contribute to the overall success and profitability of the establishments I lead.

Team Empowerment: I firmly believe in cultivating a culture of collaboration and empowerment within the team. By fostering a motivated and engaged workforce, I ensure that the team consistently achieves and surpasses goals. My leadership philosophy centers around recognizing individual strengths, providing opportunities for professional growth, and creating an environment where everyone feels valued and inspired to contribute their best. In conclusion, my unwavering commitment to excellence, strategic vision, and ability to inspire and empower teams position me as a passionate hotelier and results-driven leader. I am dedicated to not only meeting but exceeding the expectations of guests and stakeholders while driving sustainable success in the ever-evolving hospitality industry. Areas of Expertise & Core Skills

Food & Beverage Business Plans to uplift revenue.

New concepts to generate additional (New) revenue.

Cost controls and Pricing plans to boost ROI & GP margins.

F&B focused marketing plan for (Internal & External) guests Sales & Marketing Negotiate new Tour Operator contracts to boost production.

E-commerce & offering plan to develop an online strategy.

Market trends and new initiatives to stay ahead of the curve. Business Plans Standards & Audits Food and Beverage Strategy Revenue & Cost Control Productivity Planning E-commerce ROI/ CAPEX Reward & Recognition Operations Management Sales and Marketing Projects & Refurbishment Budgets and Forecasting Career Experience

General Manager Premier Inn Middle East

Premier Inn IBN Battuta Mall Hotel – 594 Rooms Nov 2023 – Present Monthly & Quarterly business review with regional directors and owner’s representative to ensure the right strategies are in place. Exceeded 2023 GOP growth (64% above budget)

Dubai - UAE

Exceeded 2022 GOP growth (28% above budget)

Improved growth for hotel NPS & GRI scores

Ensuring GRI & Market share growth within the comp set Optimizing manning levels and business continuity

Stable employee turnover throughout

Repositioning the hotel within all market segments & new markets Developed a strategy to uplift F&B profitability and operation Operation Manager Premier Inn Middle East

Premier Inn IBN Battuta Mall Hotel – 594 Rooms Oct 2019 – Nov 2023 Played a crucial role in Pre-opening for the property and planning all Pre- opening commercial and budgets.

Dubai - UAE

Instrumental who aligned diverse functions and ensured delivery of organizational and customer objectives.

Monitored the performance of the workforce and ensured the same adheres with all stipulated processes, procedures and internal as well as external standards.

Collected, compiled, and analyses the data to identify trends and facilitated decision to hotel rates.

Maintained close collaboration with all OTAs including inventory, price, promotions, seasonality updates.

Hotel Manager Sea View Hotel

Khamas Group of Hotel UAE – 4 Star - (110 Rooms) Sep 2016 – Oct 2019

89 Team Members Dubai UAE

7 Food & Beverage Outlets

Front Office Manager

Sea View Hotel

Khamas Group of Hotel UAE – 4 Star - (110 Rooms) Sep 2013 – Sep 2016 Front Desk Manager Sea View Hotel

Khamas Group of Hotel UAE – 4 Star - (110 Rooms) Sep 2011 – Sep 2013 Dubai UAE

Asst. Front Office Manager Winchester Deluxe Hotel Winchester Deluxe Hotel Apartments UAE – 4 Star - (153 Units) Sep 2009 – Oct 2011 Dubai UAE

Duty Manager Galadari Hotel

Galadari Hotel Colombo - 5 Star – (500 Rooms) Oct 2007 – Sep 2009 Colombo – Sri Lanka

Guest Service Assistant Hilton Hotels & Resorts

Hilton Colombo Residences - 5 Star - 177 Suites (455 Rooms) March 2006 – Oct 2007 Colombo – Sri Lanka

Education & IT Skills

MBA - National Institute of Business Management

Specialization in Hotel & Hospitality Management and Marketing Management Hilton Online University

Reception, Guests service training complete from Hilton Online University High School - St Mary’s College Chilaw, Sri Lanka

Windows (Microsoft Word, Microsoft Excel, Microsoft PowerPoint & Microsoft Outlook) Gained significant exposure to industry PMS & RMS – Opera 5.6, IDeaS, OTA Insight, RateGain Chanel Manager & Rate Shopping, Revinate (Reputations management system) Sabre Hospitality SynXis Busyrooms CRS and All OTA extranets, Fidelio, Wish.net (Prologic), IDS, HIS ase400 and Tauras.

Certifications & Awards

Operations Manager of the year Premier Inn Middle East – 2022 Best Employee of the Year Award at Hilton Colombo Residence 2007 Best Employee of the Year Award at Gladari Hotel in September 2009 TripAdvisor “Certificate of Excellence” Sea View Hotel in three consecutive years 2016, 2017 & 2018. TripAdvisor “Travelers Choice” award Sea View Hotel in 2018. MakeMyTrip-goibibo “Travelers Choice” award Sea View Hotel in 2019. TripAdvisor “Travelers Choice” award Premier Inn IBN Battuta Mall Hotel three consecutive years 2020, 2021 and 2022.

Booking.com “Traveler Review Award” 2024

References

Mr.Pawan Kachroo

Managing Director - Khamas Hospitality

Mr. John Raffoul

General Manager - Cheval Maison - The Palm Dubai

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

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

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