Kavita Kour
Hotel Operations and Guest Experience Manager
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About
Dynamic and results-driven Hotel Operations and Guest Experience Manager with over 15 years of experience in hospitality operations, guest relations, and team leadership. Proven expertise in managing multi-department hotel functions, improving guest satisfaction, optimizing operational efficiency, and supporting revenue growth. Skilled in staff development, budgeting, operational planning, and delivering exceptional guest experiences.
Experience
Hotel Operations Manager - Heritage Inn Hotel & Convention Center - Taber
(2022-05 - 2025-05)
Managed daily operations of a 73-room hotel including front desk, housekeeping, maintenance, and food & beverage departments.
- Supervised and trained a team of 25 staff members, improving service standards and operational efficiency.
- Developed and managed operational budgets while identifying cost-saving opportunities.
- Analyzed guest feedback to implement service improvements and increase guest satisfaction.
- Coordinated with sales and marketing teams to promote special offers and increase revenue.
- Maintained employee records, payroll processing, and administrative responsibilities.
- Ensured compliance with health, safety, and regulatory standards.
- Optimized staff scheduling based on occupancy levels to control labor costs.
Guest Relationship Manager - Radisson Blu Hotel - India
(2017-03 - 2020-05)
Supported operations of a 178-room hotel ensuring high standards of guest service.
- Managed front desk and guest service teams to ensure quick resolution of guest issues.
- Collaborated with housekeeping, maintenance, and F&B departments to maintain property standards.
- Reduced guest complaints significantly through service quality improvements.
- Assisted with departmental budgeting and cost control.
- Helped implement improved check-in and check-out technology processes.
Guest Relationship Executive - Swarovski Crystal - Delhi, India
(2016-01 - 2017-03)
- Delivered exceptional customer service and consistently exceeded sales targets.
- Increased revenue through upselling and cross-selling.
- Assisted with merchandising and inventory management.
Volunteer Firefighter - Taber Fire Department - Taber, Canada
(2023-09 - 2024-10)
- Responded to emergency calls and supported community safety programs.
- Completed operational training and emergency response tasks.
Education
Diploma - Hospitality Management - Private Institution
