Front Office Human Resources

RAVI KUMAR MULA

I don’t just manage operations. I make them unforgettable.

New Delhi, India Email: ************@*****.*** Phone: 926-***-**** Work is personal. Systems matter. People remember how you made them feel. That’s what I carry into every process I touch—from a last-minute reservation to a multi-team operational pivot. This isn’t about just doing a job. It’s about doing it so well, it echoes. Not a leap—just the next evolution. I’ve spent 15+ years mastering guest dynamics, room management, and system logic across the hospitality chain. From front desks to executive offices, I’ve seen it all—and now I’m channeling that into travel reservations and CRS. Why it matters? Because empathy, timing, and precision don’t change with the platform. Only the interface does.

Professional Experience

2024 - Present

At IIHM, I didn’t just train—I transformed learning into a powerful platform for skill, scale, and social impact.

Designed and led future-ready training programs in Accommodation, Front Office, Personality Development, and Communication—blending the University of West London’s global curriculum with high-impact, real-world learning.

Implemented immersive learning models that increased student engagement and skill acquisition by 15%, making education not only effective but unforgettable. Secured strategic partnerships with luxury breweries and elite dining brands, boosting institutional revenue by 20% through smart, value-driven alliances. Directed large-scale event initiatives focused on socio-economic impact, amplifying community outreach by 30% and building real-world brand engagement.

Developed corporate training blueprints tailored for diverse clients—focusing on non-technical skills. Deputy Manager of Human Resources & Administration - Granules Ind ltd Hyderabad India

Account Support Assistant Manager – Networks Europe Modern Growth Technologies Pvt. Ltd New Delhi, India Apr 2023 – Mar 2024

Nov 2021 – Oct 2022

Senior Training Specialist - IIHM

Hyderabad India

Executive Summary

Drove business expansion by aligning purpose with performance—elevating market presence by 15% through strategic partnerships rooted in trust, collaboration, and long-term value creation Championed employee-centric culture transformation, enhancing retention by 20% through deeply human engagement initiatives and streamlined, inclusive HR practices. Upheld global compliance and integrity, leading meticulous audit-readiness efforts that resulted in zero- deviation certifications from USFDA, Ethiopian, and Mexican regulatory bodies. Unit Head – Institutional Services

Campus Hospitality Ops

2019 - 2023

I own the backend like it’s a brand. I handle reservations, data trails, compliance workflows, and stakeholder support with a level of detail that feels handcrafted—even when automated. Powering the European network through documentation precision, process resilience, and proactive support.

Working across teams, time zones, and expectations with clarity, confidence, and care. Designing calm inside chaos—because urgency is normal here, and I’m built for it. Operations & Spa Manager Multi-brand Resorts

High-touch experiences

2017 - 2019

Oversaw full-campus meal services, aligned to health codes, student needs, and budget goals. Designed scalable inventory and vendor frameworks. Optimized reporting, people ops, and cost control. From pre-opening launches to daily guest delight, I built the systems that make service seamless. Owned reservations, upselling, scheduling, staffing, and feedback loops. Delivered luxury with logic—day in, day out.

Front Office Executive Premium Clubs & Hotels

Where it all began

2004 - 2017

Built muscle memory for accuracy, accountability, and speed. Led membership onboarding, guest stays, and OTA coordination with discipline and warmth. Deep hands-on with PMS, reservation logs, data hygiene, and guest communication. Training Manager - GMR HYD International Aiport

Commanded operational excellence in executive housekeeping, scoring 98% in Taj Quality Audits and setting the gold standard in elite hospitality.

Reinvented housekeeping systems to balance luxury with ROI, flawlessly executing interiors for high- profile clientele.

Jun 2010 – Jul 2012

Jun 2015 – Jul 2016

Led pre-opening operations like a startup launch—crafted standards, culture, and SOPs from scratch to ensure an unforgettable guest experience.

Bridged design with operations, collaborating with architects to integrate hospitality at every touchpoint, setting a new benchmark in premium service. Aug 2012 – Aug 2014

Head of Training - DY Patil Hospitality

Executive Housekeeper. - Citrus Resorts and Hotels Elevated brand standards and guest experience protocols, boosting customer satisfaction by 20% while reinforcing operational precision.

Forged high-impact event partnerships that fueled a 25% revenue surge through sharp, strategic collaborations.

Expanded international affiliations, driving a 40% increase in global tie-ups and unlocking transformative career opportunities for students.

Built and launched the “Green Clean” revolution, slashing energy and chemical costs by 70%—turning eco-consciousness into brand capital.

Amplified guest satisfaction from 30% to 85% in one month by obsessively refining service strategy, igniting loyalty and buzz in a competitive luxury space. Director of Services - Habitat Sep 2017 - Jan 2019 Hospitality Trainer - AIHM

Jaipur, Rajasthan, India

Feb 2019 – Dec 2020

Scaled a service dream team of 300+ hires, fueling operational excellence and contributing to GMR being ranked 3rd Best Airport in the World by ACI. Revamped hiring strategy, vendor onboarding, and multi-million dollar staffing budgets, blending precision with performance under tight international standards. Housekeeping Supervisor - Hilton Worldwide Service Lld Mar 2008 – May 2010 Head of Projects (Contractual) - Taj Hotels Jul 2016 - Aug 2017 Drove a 120-room luxury renovation from blueprint to reality, mastering construction, FF&E, and launch deadlines like clockwork.

Designed high-touch in-suite experiences that boosted TripAdvisor ratings to 90%, while elevating the brand’s wellness offerings and spa identity.

Redefined five-star service from the inside out. Achieved a 98.9% Hilton audit score—ranking our team as the top performer in the UAE. Not just about cleanliness, but brand-defining guest impact. Led VIP hospitality at the Amber Lounge F1 after-race event, delivering seamless, high-touch experiences for global celebrities and industry elites. Every detail designed. Every moment executed with precision.

Redesigned operational systems with care and foresight, increasing efficiency by 25% through facility modernization and the integration of global safety protocols that put people first. Achieved 100% audit compliance across USFDA, Ethiopian, and Mexican inspections—delivering spotless outcomes through rigorous SOPs and obsessive attention to detail Education

Diploma – Hotel Management AH&LA Certified

Indo American Hotel Management Academy

Jun 2000 - Jun 2003

B.Sc. in Science

Andhra University, Visakhapatnam

CRS/PMS: Fidelio, IDS Next, Oracle, internal booking tools Client Support: CRM, documentation, SLA tracking

Back-of-House Strength: Budgeting, vendor control, operations audits Front-of-House Intelligence: Room sales, reservation logic, guest resolution Soft Power: Composure. Clarity. Consistency.

Leadership

Like a founder: I take ownership beyond the JD.

Like a builder: I improve what’s given. I don’t wait to be asked. Like a communicator: I speak to solve. I write to inspire. Like a strategist: I see the next 3 steps before most notice the first. Signature Quote

“IN SYSTEMS OR SERVICE, WHAT MATTERS MOST IS WHAT NO ONE ELSE NOTICES BUT YOU NEVER MISS. THAT’S WHERE I OPERATE.”

Systems + Strengths

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