Assistant General Manager/Rooms Division Manager at Sea Cliff Golf Resort & Spa (2022-02 – Present)
Luxury oceanfront resort with island's only 9-hole Matkovich golf course
- Directed overall hotel operations across Front Office, Housekeeping, Reservations, F&B Service, Sales, Spa & Recreation, Retail, Security, and Guest Services, ensuring seamless coordination and delivery of exceptional guest experiences from arrival to departure.
- Led Rooms Division operations with a strong focus on service excellence, operational efficiency, guest satisfaction, and brand standard compliance within luxury hospitality environments.
- Partnered closely with the Director of Sales & Marketing to implement strategic ARR and revenue optimization initiatives, driving occupancy growth and maximizing RevPAR performance across all market segments.
- Managed departmental budgets, P&L performance, payroll, inventory control, procurement, CAPEX planning, and refurbishment projects while maintaining cost efficiency and operational excellence.
- Worked in close collaboration with the General Manager to align operational objectives with the hotel's overall business strategy and long-term performance goals.
- Assist the General Manager in overseeing daily hotel operations, strategic planning, and management meetings, including departmental and regional reviews, to ensure operational excellence and achievement of business objectives.
- Developed and implemented operational strategies, policies, and SOPs that enhanced service consistency, team productivity, and interdepartmental collaboration across the hotel.
- Championed guest satisfaction initiatives by proactively monitoring guest feedback, online reputation scores, and service quality metrics, resulting in measurable improvements in guest experience and brand reputation.
- Successfully increased the hotel's Booking.com rating from 7.5 to 8.4 through operational improvements, enhanced guest engagement, and strengthened service delivery standards.
- Strengthened hotel revenue performance through effective forecasting, pricing strategies, and revenue management practices across corporate, leisure, group, and MICE segments.
- Oversaw OTA, GDS, and direct booking channels to optimize market visibility, increase occupancy, and support revenue growth objectives.
- Built and maintained strong relationships with corporate clients, international travel partners, and key stakeholders, contributing to repeat business growth and long-term commercial success.
- Ensured full compliance with legal, health, fire, and safety regulations while maintaining a secure, well-managed, and guest-focused operational environment.
- Monitored and analysed key operational and financial KPIs to identify improvement opportunities, enhance departmental performance, and support strategic decision-making.
- Fostered a high-performance culture through leadership, coaching, and team development, motivating colleagues to consistently deliver exceptional hospitality experiences.
Acting General Manager/Rooms Division Manager at Sea Cliff Golf Resort & Spa (2021-01 – 2022-02)
- Assumed full responsibility for the overall hotel operation in the absence of the General Manager, ensuring smooth and efficient day-to-day business performance.
- Led daily operational briefings and coordinated departmental activities to ensure seamless guest experiences and operational efficiency.
- Monitored hotel performance, occupancy, revenue, guest satisfaction, and operational KPIs to achieve business targets and profitability goals.
- Led crisis management, emergency response procedures, and operational decision-making to ensure business continuity and guest safety.
- Monitored online reputation platforms, guest feedback, and quality assurance standards to continuously improve guest satisfaction and hotel performance.
- Ensured all departments operated in alignment with hotel objectives, service standards, and financial goals.
- Supported revenue management initiatives by working closely with Sales and Reservations teams to maximize occupancy, ARR, and RevPAR performance.
- Managed budgeting, cost control, payroll, procurement, inventory management, and P&L performance to support financial objectives.
- Support and monitor all Human Resources functions, ensuring compliance with performance management systems, annual appraisals, staff documentation, employee files, and contract administration in accordance with company policies and legal requirements.
- Ensure accurate preparation and timely submission of Monthly HR Reports, providing management with updated staffing, compliance, and operational information.
Revenue & Reservations Manager / I-Prefer Ambassador at Sea Cliff Golf Resort & Spa (2017-05 – 2021-01)
- Oversaw all revenue and inventory management via Opera, SynXis, IDS, GDS, and PMS.
- Designed and implemented rate distribution strategies and pricing models.
- Generated dynamic forecasts, budget comparisons, and variance reports.
- Managed OTA, corporate, and group bookings while reducing distribution costs.
- Trained reservations team to adopt proactive sales culture and guest communication.
- Evaluate performance of distribution partners and contracted rates (OTA, FIT, tour operator, corporate, crew, and groups).
- Responsible for best practice standards to include: competitor analysis; environmental scanning; market modelling; distribution yield management; business mix yield management; length of stay yield management; inventory availability by channel; pricing control and new pricing concepts.
- Improved guest satisfaction scores across all operational departments by enhancing service quality, operational standards, and guest engagement practices.
- Successfully established operational frameworks and SOPs that improved efficiency, accountability, and consistency across hotel operations.
- Enhanced the hotel's online reputation and guest perception, contributing to stronger market positioning and repeat guest loyalty.
Front Office & Reservations Manager / I-Prefer Ambassador at Sea Cliff Golf Resort & Spa (2014-05 – 2017-05)
- Supervised front desk team and maintained communication with all hotel departments.
- Handled key control, guest complaint resolution, credit limit reviews, and shift supervision.
- Ensured VIP treatment, proper documentation, and team training in guest handling.
- Conducted team training for service excellence.
- Team development by guiding and directing the Reservations and Front Office team to ensure the consistency of company standards, procedures and a high level of performance and service delivery with reservation enquiry handling.
- Resolves guest problems quickly, efficiently, and courteously.
- Enforces all cash-handling, check-cashing, and credit policies.
Finance Manager at Sea Cliff Golf Resort & Spa (2012-02 – 2014-04)
- Managed credit limits and collections.
- Coordinated with Finance, Sales, and Convention Services for seamless operations.
- Oversaw Cashflow, debtor ledgers, credit meetings, and bad debt provisions.
- Overseeing preparation of the strategic business and operating plans.
- Lead the annual budget development and forecasting processes.
- Oversee daily accounting operations, such as payroll, accounts payable, and billing.
- Ensure all reports are accurate, timely, and comply with accounting standards and regulations.
Accounts Supervisor at Trident Hotel (Oberoi Group) (2006-06 – 2012-02)
- Managed inventory controls and monitored daily Food & Beverage costs, identifying variances and implementing corrective actions to minimize revenue leakage.
- Ensured full compliance with taxation policies, contractual rate agreements, and financial documentation standards, supporting audit readiness and financial accuracy.
- Collaborated cross-functionally with F&B, Procurement, and Finance teams to strengthen cost control measures and improve operational efficiency.
- Contributed to improved cost management processes through effective tracking, reporting, and interdepartmental coordination.
Accounts Executive at Taj Umaid Bhawan Palace (2006-01 – 2006-06)
- Managed procurement processes, inventory controls, and financial reconciliations to ensure accuracy and cost efficiency across operations.
- Maintained statutory compliance through accurate tax documentation and adherence to regulatory requirements.
- Monitored and controlled PAR stock levels to support uninterrupted operational flow and minimize wastage.
- Administered excise registers in line with legal standards, ensuring audit readiness and compliance.
