Piyush Sitaula

Results-driven Senior Guest Experience Manager with extensive experience orchestrating seamless, high-touch guest journeys across award-winning luxury boutique properties. Combines deep expertise in top-tier luxury brand standards (SLH and Mr & Mrs Smith) with a Master's degree in Business Analytics, effectively leveraging commercial insight to elevate VIP and long-stay guest experiences, drive property profitability, and maximise team performance. Proficient in Opera PMS, with a strong track record of proactive pre-stay guest contact, tailored room allocation, and thoughtful personal touches that transform first impressions into lasting, trusted rapport.

A strategic and collaborative leader with a proven track record anticipating discerning guest needs, coordinating seamless cross-departmental experiences, and navigating the unique complexities of historical estate environments — from executing comprehensive pre-opening milestones to hosting high-profile venue gatherings. Expertly designs and enforces institutional standard operating procedures to align multi-departmental teams, eliminate service variability, and safeguard premium brand prestige across dual-building footprints, diverse event spaces, and global guest channels.

Guest Experience Manager at Roseate Hotels & Resorts (2023-01 – Present)

• Boutique Venue Operations: Supervise daily hospitality workflows and guest relations across a heritage property spread over two distinct buildings, managing intricate guest pathways, expansive garden grounds, dedicated event spaces, and specialised wedding rooms.
• VIP & Guest Relations: Act as a trusted point of contact for VIP and long-stay guests, anticipating preferences and coordinating discreet, personalised experiences across all departments.
• Pre-Stay Guest Contact: Proactively reach out to arriving VIP and long-stay guests ahead of arrival to capture preferences, special occasions, and requirements, ensuring a personalised welcome from the first point of contact.
• Room Allocation & Personal Touch: Proactively manage room allocation to match guest profiles, loyalty status, and stated preferences, coordinating personalised in-room touches and amenities that create memorable, bespoke arrival experiences.
• Systems Proficiency: Proficient in Opera PMS, confidently managing guest profiles, allocations, and front-of-house operations in strict accordance with policies and procedures.
• Event Logistics Management: Coordinated and executed diverse high-capacity operations, seamlessly leading teams to host premium intimate weddings and high-profile rugby events for up to 200 attendees.
• Reputation Management: Drove operational strategies and service transformations that successfully elevated the boutique property profile into the top 10 on TripAdvisor and Google rankings.
• Standards and Consistency: Formulate, roll out, and audit comprehensive standard operating procedures across front of house, food and beverage, and housekeeping divisions to anchor absolute service uniformity.
• Cross-Functional Launches: Partnered directly with marketing, sales, and public relations teams to coordinate the commercial positioning launch campaign and successful opening of a high-profile celebrity-led restaurant venue.
• Operational Administration: Supervise multi-departmental workforces while commanding complete oversight of payroll management, demand-based workforce scheduling, and quality assurance training pipelines.

Night Manager at Roseate Hotels & Resorts (2022-01 – 2023-12)

• Lead and manage night shift operations to ensure a smooth and efficient running of the business.
• Address and resolve customer queries promptly and professionally.
• Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards.
• Complete accurate reports and shift handovers.
• Supervise night staff, ensuring duties are performed to a high standard.

Master's degree in Business Analytics