Kathiravan Paskaran

Hospitality Operations, Front Office, and Safety & Security professional with over 14 years of experience in internationally recognised hotel brands across Malaysia and Singapore. Experienced in hotel operations management, guest relations, safety compliance, security operations, incident management, and team leadership. Strong background in delivering exceptional guest experiences, maintaining operational excellence, and ensuring a safe and secure hotel environment.

Seeking a management role in Hotel Operations, Front Office Management, Guest Experience or Hospitality Operations.

Assistant Safety & Security Manager / OS & H Coordinator - Holiday Inn Melaka by IHG - Melaka

(2025-06)

• Manage daily hotel safety and security operations to ensure a safe environment for guests, employees, and visitors.
• Coordinate emergency response procedures, incident management activities, and crisis response plans.
• Conduct risk assessments, workplace inspections, and safety audits to ensure compliance with hotel and OSH requirements.
• Develop, review, and update SOPs, safety procedures, and operational guidelines across departments.
• Liaise with government authorities, emergency services, and internal stakeholders on safety and security matters.
• Monitor CCTV operations, patrol activities, access control systems, and security performance indicators.
• Investigate incidents, prepare reports, and recommend corrective actions to prevent recurrence.
• Support safety awareness programs and promote a strong safety culture throughout the organisation.

Duty Manager - Holiday Inn Melaka by IHG - Melaka

(2024-06 - 2025-06)

• Managed daily hotel operations and ensured smooth service delivery across all departments.
• Handled guest complaints, escalations, and service recovery matters professionally.
• Coordinated operational activities between Front Office, Housekeeping, Engineering, and F&B teams.

Night Manager - DoubleTree by Hilton Melaka - Melaka

(2021-09 - 2024-05)

• Managed hotel operations during night shifts to ensure uninterrupted guest services.
• Supervised Front Office operations, guest requests, and overnight activities.
• Responded to guest concerns and implemented service recovery solutions.
• Coordinated with security and engineering teams during emergencies and operational incidents.
• Monitored occupancy, room availability, and daily operational performance.
• Prepared night audit reports and operational summaries for management review.
• Ensured compliance with hotel policies, procedures, and safety standards.
• Maintained smooth communication between departments during overnight operations.
• Led Duty Managers and Guest Experience Specialists to deliver exceptional guest experiences.
• Supervised Front Office operations and ensured service standards were consistently achieved.
• Coordinated daily operational activities across multiple departments.
• Managed guest escalations, service recovery cases, and operational challenges.
• Monitored team performance and provided coaching to improve service delivery.

Assistant Front Office Manager - Resorts World Sentosa - Singapore

(2019 - 2021)

• Led Duty Managers and Guest Experience Specialists to deliver exceptional guest experiences.
• Supervised Front Office operations and ensured service standards were consistently achieved.
• Coordinated daily operational activities across multiple departments.
• Managed guest escalations, service recovery cases, and operational challenges.
• Monitored team performance and provided coaching to improve service delivery.

Duty Manager - Resorts World Sentosa - Singapore

(2015 - 2019)

• Managed daily hotel operations and ensured efficient service delivery.
• Handled guest complaints, escalations, and operational incidents professionally.
• Coordinated with departments to resolve service-related issues promptly.
• Monitored guest satisfaction and implemented service recovery actions.
• Supervised shift operations and maintained operational continuity.

Guest Experience Specialist - Resorts World Sentosa - Singapore

(2012 - 2015)

• Delivered exceptional guest service and supported Front Office operations.
• Handled guest enquiries, requests, and service recovery situations.
• Coordinated guest arrivals, departures, and accommodation requirements.
• Assisted in resolving operational issues to ensure positive guest experiences.
• Maintained professional communication with guests and internal departments.

Guest Service Officer - Renaissance Hotel Melaka by Marriott - Melaka

(2011-06 - 2012-04)

• Managed front desk operations and guest registration activities.
• Assisted guests with enquiries, reservations, and accommodation requests.
• Processed check-ins, check-outs, and payment transactions accurately.
• Handled guest concerns and supported service recovery efforts.
• Maintained guest records and reservation documentation.
• Coordinated with departments to ensure seamless guest experiences.
• Supported hotel operational requirements during peak periods.
• Delivered professional customer service in accordance with brand standards.

Diploma - Hotel Management - Universiti Tunku Abdul Rahman (UNITAR) (2011)

Sijil Pelajaran Malaysia (SPM) - SMK St. David (2007)