PROFESSIONAL EXPERIENCE Summary
Asset Management, Compliances, Maintenance, Standards & Continuous Improvement Project Management
- Building High Performing Team
- 10 years of Luxury Experience across 3 InterContinental Hotels and JW Marriott
Kolkata as both operator and asset manager
- Embedding Guest Delight by building a Culture of Wowing Guests and increasing scores
- Leadership in crisis - engaging all key stakeholders from March 2020 onwards to manage ambiguities during the pandemic with zero people grievances
- Positioning hotel No#1 in the competitive set-ARI & RGI
- Positioning the hotel locally through focus on food & beverage and MICE
- Robust Employee Engagement-Listed 2 year in a row in Top 100 Great People Manager by Forbes & Great Manager Institute in 2019 & 2020. Groomed, Coached, Mentored General Manager, No#2, HoDs. Awarded by IHG for South West Asia People Leadership Award in 2015 & IHG South West Asia Winning Culture Award in 2018.
- The NCPEDP-Mindtree Helen Keller Award-2020 for Role Model Supporter of Increased Employment Opportunities for Persons with Disabilities.
- Developing and nurturing IHG Academies to develop local talent
- Cleanest Hotel Award by Municipal Corporation of Delhi in Q4-2019
- IHG Best Marketing Campaign Award in 2019
- 2 Years of experience as Cluster General Manager of Crowne Plaza New Delhi Rohini,
Holiday Inn Amritsar and Holiday Inn Panchkula Chandigarh
- Embedding Sustainability-installation of Bio-methanation plant by engaging hotel ownership
➢ November 2022 Onwards – Jaisalmer Marriott Resort & Spa – Marriott managed Premium Resort with 137 room & suites, 2 restaurants, bar, celebration spaces of 55000 sq.ft, recreation, spa & swimming pool. Joined as a General Manager Responsible for:
- Building High Performing Team
- Positioning the hotel as a Residential Wedding Destination, HNI Tourist &
Incentive Destination
- Increasing Q1 2023 revenue by 40% over Q1 2019 and GOP by 51%
- Creating innovative guest experiences
- Increasing Guest Voice-‘Intent To Recommend’ scores by 12.5% over STLY
- Team engagement
- Asset Management
- Owner Advocacy
➢ January 2022 – October 2022 – Fabworth Promoters Pvt Ltd, an unit of Kolkata based Mani Group
Joined as Head of Asset Management
Responsible for
- JW Marriott Kolkata-281 keys, Rs.1260 million (Rs.126 Cr)
- Courtyard Marriott Siliguri-129 keys, Rs.300 million (Rs.30 Cr)
- Mani Square Mall Kolkata -17 food court counters and 4 restaurants, Rs. 280
million (Rs.28 Cr)
- Pink Square Mall Jaipur- project of a ‘value for money’ hotel with 15000 sq ft of social venue
- Mani Casadona- setting up of restaurant, food court, event spaces, art gallery, auditorium, club – Sales & Marketing structure, Food Court
- IQ Medical City Durgapur -spread across 100 acres-Medical, Nursing & Para- Medical College, 600 beds hospital - Hostels and F&B of minimum 5500 pax daily, Rs.144 million (14.4 Crores)
➢ July 2008 – April 2021- IHG Hotels in India, Nepal & Oman
- September 2016 – April 2021 – Crowne Plaza Today New Delhi Okhla – IHG managed Five Star Hotel with 208 rooms, 2 restaurants, bar, banqueting & Spa. Joined as General Manager
Responsible for
- Owner relationship
- Leadership in Crisis-engaging all key stakeholders from March 2020 onwards to manage ambiguities during the pandemic
- Leadership for post pandemic planning, pre and post reopening
- Asset Management, Compliances, Continuous Quality Evaluation
- Guest Delight-completing the loop ensuring guest journey from booking, arrival, stay experience, check-out, post departure feedback and reverting to the feedback and staying in touch thereafter-increasing repeat percentage, lowering guest acquisition costs-103.8% Guest Satisfaction Index
- Position hotel No#1 in the competitive set-ARI in STR – 2017, 2018, 2019, 2020 & RGI in STR- 2018, 2019, 2021
- Positioning the hotel in the local community through focus on food & beverage – increasing F&B revenue by 23%
- Led the team to increase the Profitability by 38.4% and Total Revenue by 19.8% in 3 years-over 2016 nos. in 2019
- Robust Employee Engagement-Listed in Top 100 Great People Manager by Forbes in 2019 & 2020 and The NCPEDP-Mindtree Helen Keller Award-2020 for being the Role Model Supporter of Increased Employment Opportunities for Persons with Disabilities - embedding Diversity & Inclusion. Payroll increased by 2% in 3yrs
- Learning & Development, Coaching & Mentoring of high potential talent for GM role, No#2 Potential, HoDs, RISE Candidate- female General Manager Potential, Area and Portfolio role
- Supporting local community-capacity building-training & developing, employment- 3 IHG Academies
- ThinkGreen - Embed Sustainability – installation of Bio-Methanation Plant with 3.6 year ROI
- April 2012 – August 2016– Crowne Plaza New Delhi Rohini – IHG managed Five Star Hotel with 183 rooms, 2 restaurants, bar, 51000 sq ft banqueting space & 10,000 sq ft of Spa. Joined as Acting General Manager and confirmed as General Manager in October 2012 Responsible for:
- Cluster General Manager for Crowne Plaza Rohini, Holiday Inn Amritsar & Holiday Inn Panchkula Chandigarh from September 2014 - August 2016
- Engaging Owners successfully
- Achieving all metrics; asset management and continuous quality evaluation
- Focus on food & beverage and positioning in the local community for wedding and socials, capitalizing on 51000 sq ft of banqueting
- Leading the team to position the hotel No#1 in ARI & RGI
- Right sizing the team and bringing down payroll cost year on year and reducing employee attrition – payroll increased by 2% over 4 years
- Development, Coaching & Mentoring- 75% of ExCom and HoDs were internal talent, Groomed General Manager
- Supporting local community by capacity building, adopted a local school for Hygiene
Training and constructing toilets for girls wing
- Ramping up hotel operations post hotel opening
- Positioning ‘Spice Art’-Best North Indian Restaurant of Delhi by Times Food Award in 2013, 2015 & 2016
- Opening and re-branding of Crowne Plaza Pune as General Manager in 2016
- March 2010 Till April 2012 – Crowne Plaza Today Gurgaon, Delhi NCR – IHG managed Five Star Hotel with 234 rooms, 2 restaurant, bar, banquets and 11,000 sq ft of Spa. Joined as Executive Assistant Manager-Rooms and promoted as Resident Manager from April’2011
Responsible for
- Officiate successfully in absence of General Manager (July-Dec 2012)
- Guest Delight increasing by 6%
- Budgeting, Forecasting and Revenue Management
- Spearheading Employee Engagement – increasing by 12%, right sizing by 39 heads
- Managing Owner Relationship
- Achieving above fair share in MPI, ARI & RGI of 101, 103, 109
- Highest ever Total Revenues of Rs.890 million and GOP of 55%
- Handled Metallica Event with a revenue of Rs.9.1 million in 2011
- WildFire Restaurant won the Times Food Award Best Brazilian Restaurant in 2011,
- Successfully utilized lobby space by starting Deli in 2011
- Building High Performing team
- April 2009 Till Jan 2010 – Soaltee Crowne Plaza Kathmandu, Nepal – IHG managed Five Star Hotel with 282 rooms spread over 11 acres, as Executive Assistant Manager-Rooms Responsible for:
- Officiate in absence of General Manager
- Hotel Operations and Asset Management
- Guest Delight, Employee management- increased by 9% and 14% respectively
- Assisting the General Manager in managing relations with 3 employee unions and right sizing
- Budgeting, Forecasting and Revenue Management
- Embedding IHG Standards
- July 2008 Till March 2009 – Crowne Plaza Resort Salalah, Oman – IHG managed 5 Star hotel with 153 rooms & villas and 18 holes Golf Course, 3 swimming pools, 2 restaurants-
spread over 45 acres, as Rooms Division Manager Responsible for:
- Rooms, Health Club & Recreation and Security
- Officiate in absence of General Manager
- Transition to Opera in November 2008
- Embedding IHG Standards
- Budgeting, Forecasting & Revenue Management
- December 2007 till July 2008 – The Golkonda Hyderabad, Andhra Pradesh, India – 141 rooms Lifestyle Hotel with 02 restaurants, bar & room service, banquets as General Manager
Responsible for
- Building High Performing Team
- Hotel Operations and Sales & Marketing
- Increase MPI & RGI to 101 and 105 respectively
- Improve F&B market share, increase of F&B revenue by 23%
- Initiating compliance of Life, Fire Safety Standards
- Setting up of Team, right sizing and multi-skilling of employees
- Relationship Management and introducing new accounts, OTAs
- Budgeting and Cost control; Reduced payroll cost by 7.5%
- Lead the team in achieving 20%, 77%, 133%, 112% , 89% growth in YOY Room
Revenue in March- July’08 respectively and GOP growth of over 110%
- January 2005 Till November 2007- Crowne Plaza Delhi (now Suryaa)
Joined the 5 Star Deluxe Hotel - 242 rooms-unit of InterContinental Hotels & Resorts as Front Office Manager and promoted as Rooms Division Manager from July’2006
Responsible for
- Officiate in absence of Vice President & General Manager since June’2006
- Quality Champion of the hotel
- Guest Satisfaction – increased by 11%
- Responsible for - Front Office, Telephones, Housekeeping, Laundry, Health Club
- Revenue Management, MIS, Forecasting, Budgeting and managing key accounts
- Setting up of new Business Centre from project stage-added 2 Cr to total hotel revenue, ROI in 7 months
- Recruitment, Training, Appraisals, Staff Development and Right-sizing
Front Office Manager- Jan’2005 till June’2006
Responsible for
- Improving and maintaining Guest Satisfaction Tracking System scores and guest retention
- Setting up of Guest Service Centre
- Implementation of Crowne Plaza Standards
- Rolling out IHG’s Loyalty Marketing Program-Priority Club- highest enrollments in
South West Asia
- September 2003 till December 2004 - InterContinental The Grand (now Lalit)
Joined the Delhi property-5 Star Deluxe Hotel - 444 rooms-unit of InterContinental Hotels as Assistant Front Manager in September’03 and promoted in April’04 to Front Office Manager in InterContinental The Grand, Mumbai – 369 rooms + 21 Service Apartments-5 Star Deluxe Hotel, an unit of InterContinental Hotels Group
Responsible for
- Improving Guest Satisfaction Tracking System scores by 7%
- Part of Revenue Management Team - formulating revenue management practices
- Formulating SOPs, auditing Standards, implementation of InterContinental Brand
Standards
- Recruitment, Training, Appraisals, Staff Development
- September 1994 till August 2003 - InterContinental Parkroyal New Delhi (now Eros)-5 Star Deluxe Hotel with 218 rooms, an unit of InterContinental Hotels & Resorts
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➢ Assistant Front Office Manager (January’2003 till August 2003) Reporting to General Manager
Responsible for
Front Office Operations independently, reporting to General Manager Loyalty Marketing Program roll out & administration
Setting up the concept of Guest Service Centre & Concierge
➢ Senior Assistant Manager - Front Office (Sept’2000 till December’2002) ➢ Assistant Manager - Front Office (February’98 to August’2000) Functioning as Room Reservations Manager
➢ Front Office Executive (December ’96 to January ’98)
➢ Front Office Supervisor (September ’94 to November ’96)
