Sheen Leo P.m

Accomplished hospitality professional with 15+ years of progressive experience across front office management, hotel operations, sales & marketing, and tourism education. Proven expertise in leading front desk operations, optimizing guest satisfaction, managing high-performing teams, driving sales growth, and delivering training and mentorship in travel and tourism. Skilled in end-to-end hotel operations, reservation management, PMS systems, SOP compliance, and interdepartmental coordination.

Recognized for enhancing operational efficiency, improving service quality, and delivering exceptional guest experiences in luxury resorts and international hospitality environments.

ROOM DIVISION MANAGER - V HOTEL FUJAIRAH - UAE

(2026-05)

FRONT OFFICE MANAGER - MAZARINE HOTELS AND RESORTS - WAYANAD, INDIA

(2024-05 - 2026-04)

FRONT OFFICE MANAGER - SAPTHA RESORT AND SPA - WAYANAD, INDIA

(2023-11 - 2024-03)

FRONT OFFICE MANAGER - VYTHIRI RESORT - WAYANAD, INDIA

(2021-11 - 2023-10)

• Managed end-to-end front office operations, including reservations, check-in/check-out, concierge services, and guest relations.
• Led, trained, scheduled, and supervised front desk teams to ensure consistent service excellence and operational efficiency.
• Monitored daily operational, occupancy, revenue, and guest feedback reports; implemented corrective actions to improve service quality and productivity.
• Coordinated closely with housekeeping, food & beverage, maintenance, and management teams to deliver seamless guest experiences.
• Handled escalated guest complaints professionally and ensured timely resolution to maintain high satisfaction scores.
• Ensured strict compliance with hotel SOPs, safety regulations, and security standards.
• Maintained accurate PMS records, billing accuracy, and audit readiness.

MANAGER – SALES & MARKETING - THE HILL DISTRICT CLUB - WAYANAD, INDIA

(2019-01 - 2020-12)

• Planned and supported promotional campaigns, events, and branding activities.
• Analyzed market trends and competitor activity to support pricing and sales decisions.
• Coordinated with operations teams to align service delivery with sales commitments.

ASSISTANT MANAGER – OPERATIONS - THE WOODS RESORTS - WAYANAD, INDIA

(2016-01 - 2018-12)

• Supported overall resort operations with a strong focus on guest satisfaction and service quality.
• Assisted senior management in daily operational planning, staffing, and workflow coordination.
• Monitored service delivery across departments to ensure adherence to resort standards.
• Handled guest interactions and resolved operational issues efficiently.

FACULTY – TRAVEL & TOURISM - MINISTRY OF EDUCATION - MALDIVES

(2014-03 - 2015-11)

• Delivered academic and practical instruction in travel, tourism, and hospitality management.
• Designed lesson plans aligned with industry standards and curriculum requirements.
• Mentored students on hospitality operations, customer service, and professional conduct.
• Evaluated student performance and provided career guidance.

FRONT OFFICE SUPERVISOR / MANAGER - THE MEENMUTTY HEIGHTS RESORT - WAYANAD, INDIA

(2010-04 - 2014-01)

• Supervised front office staff and managed daily guest service and reception operations.
• Ensured compliance with service standards, SOPs, and quality benchmarks.
• Handled reservations, billing, guest feedback, and complaint resolution.
• Coordinated with other departments to ensure smooth guest experiences.

FRONT OFFICE ASSISTANT - EDAKKAL HERMITAGE RESORT - WAYANAD, INDIA

(2009-04 - 2010-03)

• Assisted in front desk operations including guest check-in/check-out, reservations, and billing.
• Provided courteous customer service and addressed guest inquiries efficiently.
• Maintained accurate guest records and supported daily front office activities.

MASTER OF TOURISM MANAGEMENT (MTM) - Tourism Management - M.K. University, Madurai (2009)

BACHELOR OF TOURISM & TRAVEL MANAGEMENT - Tourism & Travel Management - Calicut University, Kerala (2007)