Free Hospitality Operations Expert Resume Sample [2022]

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    12+ years experienced, value-driven & result-oriented General Manager & Hospitality Operations Management Expert with a track record of leading cross-functional teams to champion end-to-end operations & achieve the highest level of consumer experience. Proficient in P&L Management & forging alliances with vendors & stakeholders to boost bottom-line & enhance the quality of service. Adept at building robust teams & efficient systems to positively impact business strategies & growth.
    • Operations Management • People Management & Communication • Conflict Resolution & Problem Solving
    • P&L Management & Optimization • Cross-functional Team Leadership • VVIP Visits, Conventions & Events
    • Hiring & Performance Management • Vendor/Stakeholder Management • Customer Service Management
    • Guest Experience Enhancement • Strategic Alliances & Partnerships • Budgeting & Cost Control
    • Successfully executed VIP conventions & multi-billion dollar global sports events like EPL and Champions League
    • Acted as Lead Controller for VVIP visits like French & Russian Head of State, Presidents & Presidential guests, etc.
    • Played a key role in opening the legendary Kheles at Mutales Hotel which was nominated for Conde Nast’s Gold Lists
    • Received multiple recognitions from the GM as part of the Annual Review Committee’s Address to the entire hotel
    • Identified & periodically awarded key pillar resources in the staff, monitored new recruits & launched a Buddy Program
    • Successfully revamped the food and beverage standards
    • Implemented new cost saving initiatives for reducing overheads by deploying Six Sigma tools like gemba and poka yoke
    • Re-defined service levels to achieve legendary hospitality standards for all the assignments executed till date
      • Leading a team of 40 to generate an annual turnover of USD 550 million & boost MOD revenues by 45% y-o-y
      • Bolstering the financial muscle by liaising with major travel agents & embassies
      • Initiating evening cultural performances for in-house/dining guests for catering to FITs and premium travelers
      Key Achievements
      • Brainstorming the online room distribution strategy to achieve the most profitable quarter (Q3) in the history of hotel’s P&L
      • Achieved a 90% Guest Satisfaction Score & garnered regional media recognition by revamping a guided heritage city tour
      • Strategically launched the Evening Kite-flying menus to enhance market share by 15% y-o-y
      • Re-launched the pricing matrix of major user windows to boost GOLY by 0% & achieve highest ever quarterly profit of 40%
        • Led a team of 120 to effectively execute projects and ensure timely commencement of commercial operations
        • Played a critical role in developing the Mussoorie Golden Thread Show & initiated measures to minimize staff attrition rate
        • Forged strategic alliances with trekking groups, bike rider services & unions to add value & elevate market status
          • Spearheaded a team of 400 and achieved 16% growth over the previous year to generate a turnover of USD 850 million
          • Incorporated vital value additions like upgrading room choices & revamping toiletries and bedding to overcome competition
          • Successfully developed corporate business in segments across pharmaceuticals, FMCG and sports
          Key Achievements
          • Conceptualized the launch of mini espresso machines in suites & registered a 60% appreciation in mini-bar sales
          • Improved sound proofing & revived horticulture across the property to enhance the view from rooms & boost ADR by 50%
          • Strategically increased the market share penetration to 45%, in addition to amplifying the productivity of Channel Managers
          • Decreased printing bills by 30% via stationery indexing & saved key ordering by 70% via Keys Deposit Scheme at checkout
          • Revamped the cigar & beverage menus at the bar & re-launched the snacks menu to achieve a GOLY of 25%
          • Successfully catered to premium weddings & boosted (REVPAC) by 55%
            • Led a cross-functional team of 350 to oversee end-to-end operations & initiate measures for sustainable development
            • Consistently qualified for the RCI Top Traveller list & launched a special snacker menu to boost restaurant sales
            Key Achievements
            • Surpassed Fortune, Le Meridian & Radisson to win the Golden Feather Award
            • Strategized & successfully boosted MICE revenue share from 25% to 50% & achieved market penetration index at 38% YOY
            • Boosted average occupancy by 35% YOY by prioritizing corporates, travel agents & corporate conferences
            • Elevated Marcopolo & Curry restaurants to GIDC’s top ranks and successfully enhanced the REVPAC to 55%
            • Strategically developed a very strong financial muscle for the PSU outdoor catering markets to register a growth of 30%
            • Emerged as a market leader in the segment & recorded the hotel’s GOLY at 15% for the first year & 10% for the second year
              • Independently led inventory management & ADR augmentation of the hotel & reported directly to the General Manager
              Stakeholder Management & Guest Experience Enhancement
              • Coordinated with the Finance department, designed new holiday packages and handled quality customers
              • Categorically created packages for marketing all facilities of the hotel’s newly refurbished wing
              • Trained & enhanced the communication skills of butlers & the staff with storytelling exercises to ignite interest of all guests
              Key Achievements
              • Initiated key process changes for reducing the financial pendency of bills to zero & increasing the business volume by 14%
              • Delivered a 98% guest satisfaction index & successfully boosted the GOP by 5%
              • Effectively managed Head of State/VVIP visits like Russian President & VP, Army/Air Force Chiefs, Hollywood stars, CMs, etc.
              • Single-handedly oversaw festivals and operations
                • Spearheaded a team of 40 to supervise shift operations of the Front Office Dept. and report directly to the EAM
                • Increased the average room rate of the Towers Wing by implementing a very lucrative business centre usage programme
                Key Achievements
                • Achieved the highest grade of 90% for statutory compliances and boosted the front office guest satisfaction score to 95%
                • Reduced the registration time for guests from 200 seconds to 100 by initiating jet scanners & Visa caption capture software
                • Executed VIP visits like The Dalai Lama, CM, IPL teams & events like Champions League, Investor Summit, etc.
                  • Gained an ample exposure to departmental executive cycles & extensively studied Starwood’s administration & operations
                  • Developed an expertise in managerial MIS interpretation and operational procedures as per international standards
                  • Achieved certifications for Six Sigma Green Belt, in addition to Environment Health and Safety practices
                    • Received training under the Operations Program spanning all departments & basic processes for customer servicing
                    • Gained an edge over competitors by ensuring compliance with Oberoi and Hilton standards of customer service experience
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