Hotel General Manager at Vaikunt Village Resort (2025 – Present)
- Directed all operations for a 100-room luxury hotel, encompassing staff management, guest relations, and financial performance to achieve operational excellence.
- Designed and implemented a comprehensive training program that boosted employee efficiency by 70%, leading to improved service delivery.
- Drove a 45% revenue increase through innovative promotional campaigns and strategic packaging initiatives.
- Attained and maintained a 95% guest satisfaction rating by consistently delivering exceptional customer service and proactively addressing guest needs.
- Developed and executed targeted marketing campaigns to enhance brand visibility and attract new clientele.
- Managed comprehensive budgeting, set aggressive sales targets, and oversaw account management to ensure financial objectives were met.
- Analyzed key sales figures and produced detailed reports to inform strategic decision-making and identify growth opportunities.
- Recruited, trained, and supervised a diverse team of hotel staff, fostering a culture of excellence and professional development.
Hotel General Manager at Pearl Tree & Kushal Palli Resort (2022 – 2025)
Actively engaged with guests, providing a personal touch and ensuring a memorable stay.
- Oversaw all operational facets of a 120-room luxury hotel, ensuring optimal staff performance and superior guest satisfaction.
- Spearheaded the implementation of a new training curriculum, resulting in a 70% improvement in overall employee efficiency and service quality.
- Achieved a 45% surge in revenue through the development and execution of effective promotional strategies and value-added packages.
- Consistently achieved a 95% guest satisfaction rating through a commitment to exceptional customer service and personalized guest experiences.
- Orchestrated strategic marketing campaigns to drive bookings and enhance market position.
- Managed departmental budgets, established ambitious sales targets, and maintained strong client relationships.
- Conducted in-depth analysis of sales data to generate actionable insights and comprehensive performance reports.
- Recruited, trained, and mentored staff, fostering a high-performance work environment.
- Engaged directly with guests to ensure a seamless and enjoyable experience.
General Manager at Lemon Tree Hotels (2017 – 2022)
- Provided comprehensive oversight of daily hotel operations, including front desk, housekeeping, and food and beverage departments, ensuring efficiency and guest satisfaction.
- Implemented strategic cost-saving initiatives that resulted in significant monthly expense reductions.
- Led and motivated a team of 30 employees, providing ongoing training and mentorship to enhance performance and professional growth.
- Played a pivotal role in achieving a 95% occupancy rate through the execution of effective sales and marketing strategies.
- Championed guest satisfaction by implementing service recovery protocols and ensuring adherence to service standards.
- Collaborated closely with department heads to align operations with strategic objectives and ensure seamless service delivery.
- Managed hotel profitability through rigorous financial oversight and strategic resource allocation.
- Drove staff development initiatives, fostering a culture of continuous learning and improvement.
- Ensured the successful execution of strategic goals by aligning departmental efforts and monitoring progress.
- Optimized resource allocation to maximize operational efficiency and cost-effectiveness.
- Provided hands-on support and problem-solving to resolve operational challenges and ensure guest satisfaction.
- Stepped in to manage critical functions during peak periods or staff shortages, ensuring uninterrupted service.
General Manager at Mayur Residency Kolkata (2014 – 2017)
- Provided comprehensive leadership for all hotel operations, including reception, food service, bar, room service, bookings, budgeting, marketing, and staff management.
- Adhered to and exceeded Sunburst's "General Manager's Standard Operating Procedures" to ensure consistent operational excellence.
- Met and surpassed Sunburst's "General Manager's Standard of Performance" through dedicated leadership and strategic execution.
- Cultivated an operating environment that consistently delivered exceptional guest satisfaction.
Front Office Manager at Ananda Imperial New Delhi (2012 – 2014)
- Monitored hotel performance through rigorous analysis of guest feedback and financial reports, initiating corrective actions as needed.
- Maintained superior product and service quality standards through ongoing evaluations and proactive complaint resolution.
- Prepared comprehensive financial reports for management, clearly detailing operational effectiveness, trends, and variances.
- Ensured a safe environment for employees and guests by upholding proper emergency and security procedures.
- Established and maintained preventive maintenance programs to safeguard the hotel's physical assets.
- Implemented and fostered an open-door communication system across all departments to ensure transparent and effective information flow.
- Ensured strict compliance with all government regulations affecting hotel operations, maintaining adherence to all applicable laws and ordinances.
- Provided leadership, training, and supervision to front office staff, enhancing service quality and operational efficiency.
- Ensured accurate and timely completion of all customer-related tasks, significantly improving the guest experience.
- Skillfully handled customer complaints and special requests, resolving issues promptly and professionally.
- Managed staff shift scheduling and other HR-related tasks to ensure optimal front desk coverage and employee satisfaction.
- Maintained a pristine and organized appearance of the reception area, creating a welcoming environment.
- Managed inventory of office supplies, including stationery and information leaflets, ensuring availability for staff and guests.
- Prepared detailed monthly management reports on customer feedback, bookings, and cancellations to inform operational adjustments.
- Managed the departmental budget effectively, controlling expenses and optimizing resource utilization.
- Maintained accurate and up-to-date files and records, ensuring data integrity.
- Enforced all cash-handling, checking, and credit procedures to ensure financial security and accuracy.
Duty Manager at ITC Fortune Park Panchwati (2010 – 2012)
- Oversaw daily hotel operations, ensuring high levels of employee productivity, monitoring process efficiency, and fostering a positive work environment.
- Collaborated with upper management to stay informed on organizational changes, address emerging issues, and implement improvements.
- Tracked and reported on monthly, quarterly, and yearly departmental goals, ensuring alignment with overall hotel objectives.
- Assessed and improved operational processes and policies in conjunction with management.
- Monitored and reported on revenue and cash flow, identifying trends and potential areas for optimization.
- Uphold and enforced company policies and procedures to ensure compliance and operational consistency.
- Trained new hires, ensuring a smooth onboarding process and rapid integration into the team.
- Addressed employee complaints and performance issues proactively, fostering a supportive and productive work environment.
- Conducted regular check-ins with employees to gauge satisfaction and identify areas for improvement.
- Managed staff shift scheduling to ensure adequate coverage and operational continuity.
- Assisted management in the creation and management of departmental budgets.
- Addressed customer issues and complaints promptly and effectively, ensuring guest satisfaction.
- Scheduled regular maintenance and cleaning of facilities to ensure a high standard of presentation and functionality.
F & B Executive at Radisson (2008 – 2010)
- Managed guest queries efficiently and effectively, ensuring timely resolution and high levels of satisfaction.
- Represented the needs and concerns of the team to management, fostering strong communication and collaboration.
- Ensured strict compliance with brand standards and service protocols.
- Promoted and implemented environmentally conscious practices within the department.
- Assisted Food and Beverage management in achieving financial targets through strategic cost management and revenue generation.
- Supported Food and Beverage management in the training and development of team members, enhancing skill sets and career progression.
- Participated in annual and mid-year appraisals for team members, providing constructive feedback and development plans.
- Supervised Food and Beverage outlet operations, ensuring seamless service delivery and adherence to quality standards.
- Communicated and delegated tasks effectively to the team, ensuring clear understanding and efficient execution.
- Assisted other departments as needed, fostering interdepartmental cooperation and maintaining positive working relationships.
- Ensured compliance with hotel security, fire regulations, and all health and safety legislation.
F & B Captain at Peerless Hotel (Sarovar Group) (2006 – 2008)
- Contributed to creating memorable dining experiences for guests by maintaining high standards of service quality and supporting the Food and Beverage department's success.
- Collaborated with the Food and Beverage Manager, Executive Chef, and Director of Sales to develop and implement effective Food and Beverage promotions, strategies, and special events.
- Maintained optimum sales volume and strived to achieve sales objectives set by management for the department.
- Organized and developed restaurant service personnel through consistent motivation and training, fostering a positive work environment and optimizing guest satisfaction.
- Ensured adherence to Food & Beverage sales and control procedures as prescribed by management.
- Handled guest complaints and redressed guest grievances promptly and professionally.
- Negotiated menus, planned events, and managed billing for block/group dinners, and secured block bookings for lunch, high tea, and dinners.
- Monitored expenses against established/targeted cost ratios, identified areas of excess expenditure, and implemented control measures.
- Ensured the maintenance of service standards and facilitated the prompt resolution of any guest complaints.
- Coordinated the upkeep and cleanliness of all venues by liaising with Housekeeping and Maintenance departments.
- Ensured all associates complied with grooming and uniform standards.
- Effectively communicated and implemented information and directives from the Food and Beverage Manager / HGM.
- Ensured compliance with legislated health and safety requirements within the workplace and kept the Food and Beverage Manager updated on any challenges or required alterations.
- Cultivated vendor relationships for outsourced services provided to guests.
