SHANTHOSH KUMAR
Melbourne
Summary
A keen strategist with 16 + years of expertise in managing entire room operations with a key focus on profitability by ensuring optimal utilization of resources. Proven track record of establishing processes and SOPs, streamlining workflow, and creating an environment to enhance productivity. An effective communicator with honed interpersonal, leadership, problem solving, and motivational skills.
Overview
17
17
years of professional experience
Work History
Director of Rooms
W Melbourne
Melbourne, VIC
03.2024 - Current
- Oversaw hotel Rooms Department processes, training staff and monitoring budgets for proper planning, compliance and organization.
- Implemented quality control measures, resulting in consistently high housekeeping standards across all rooms.
- Negotiated contracts with external vendors for various services including laundry, maintenance, and security, ensuring cost-effective solutions without compromising on quality or performance standards.
- Optimized staffing levels during peak periods to maintain high-quality service without inflating labor costs.
- Managed budgets effectively, optimizing resource allocation and cost control measures.
- Created a welcoming atmosphere by fostering strong teamwork among employees from diverse backgrounds.
Rooms Division Manager
W Melbourne
Melbourne, VIC
09.2022 - 02.2024
- Manage a team of 45 in-house Welcome, Wheels, Concierge, Whatever Whenever team and 60 outsourced Style Operations Team.
- Responsible for ensuring recruit , onboard Welcome and Style leaders.
- Successfully lead the team with 9 points increase in Guest Experience scores and 7 points increase in Elite Appreciation year over year .
- Lead the Welcome team along with Welcome Manager to ensure 85% of management work forces are trained and recruited within the hotel.
- Successfully passed the brand Standard Audits in Clear Zone.
- Successfully passed all Mandated Safety and Security audits in 2023
- Created and implemented training system in place to ensure that talent on board receive a minimum of 35 hours of Skills based training across all areas of rooms team in 2023.
- Successfully lead the team to ensure Cost per occupied rooms is maintained below budget in a market condition where ADR was dropped 60$ YOY.
- Successfully implemented preventive maintenance schedules and worked with the Engineering team to ensure timely turnaround of rooms with 98% completion of Preventive maintenance of rooms 3 times during a year.
- Collaborated with finance department to manage budgets, analyze performance metrics, and implement cost-saving measures.
- Managed crisis situations effectively, ensuring minimal impact on guests' experiences during unforeseen events or emergencies.
- Implemented safety protocols within the division, ensuring adherence to industry regulations and maintaining a safe environment for both guests and staff.
- Reviewed housekeeping supply charts and inventories.
- Streamlined operations for increased efficiency, focusing on staff scheduling and resource allocation.
- Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
Front Office Manager
Aloft and Element Al Mina
09.2021 - 08.2022
- Handle all FO and Housekeeping operations
- Directly reporting to Hotel Manager for 288 keys dual brand property
- Recruit, train and develop multi skilled agents to run operations with very nuclear manning of 10 for Front office and 18 for Housekeeping, including supervisors and managers
- Implemented standards and service as per premium select service category, keeping in mind expectations of local clientele
- Finalized and implemented - Long stay program, involving contracts, arrival, in house, stay extension or departure handling of long term clients
- Possible options to add value and upsell wherever possible
- Instigated and implemented, rooms preventive maintenance program as the hotel was nearing one year mark
- Segregation of tasks for respective departments, creation of checklist and tracking when needed
- Reviewed and implemented all necessary standards and compliance requirements according to local authorities and Marriott International
- Achievements: Clear Zone for In-person Audit for Element brand
- 89% scoring for Employee Engagement pulse survey
- 110% success in Marriott Bonvoy Enrollments in 2021 for both
- 100% compliance in ISRA audit
- 8 points increase in ITR, 7 points increase in Elite Appreciation, 4 points increase in Room cleanliness YOY
- Successfully lead the team in delivering Digital Guest Experience to customers and turned all scoring metrics from red to green.
Front Office Manager
Marriott Downtown Hotel and Marriott Executive Apartments
02.2018 - 01.2021
- Spearheaded the Front Office and Executive Lounge operations for 315 keys hotel and 64 keys apartments in both the properties reporting to Director of operations
- Property Marriott Bonvoy Connector
- Responsible for property implementation of standards from Marriott Rewards to Marriott Bonvoy
- Responsible for maintaining Lounge standards
- Prepared and presented Rooms Division Budget in coordination with Executive Housekeeper
- Prepared Capital Expenditure budget in regards to Rooms Division and present to Senior Leadership
- Responsible for Car Valet operations of Hotel, Apartments and office tower in a complicated parking structure with an outsourced team
- Achievements: Green Zone in Audits for both brands every year
- 25% increase in Positive Turnover and 10% rise in AES Survey held in 2019 in comparison to 2018 with Marriott hotel, Downtown Abu Dhabi
- 110% success in Marriott Bonvoy Enrollments in 2021 for both
- 100% compliance in ISRA audit
- 2 points increase in ITR, 1.5 points increase in Elite Appreciation, 2 points increase in Departure experience YOY
- Featured in top 100 hotels across all brands and regions for quick Mobile chat response of less than 30 seconds.
Asst. Executive Housekeeper
Dubai Marriott Harbour Hotel and Suites
10.2012 - 01.2018
- Managed cleanliness, orderliness, and appearance of the entire Hotel and ensured proper upkeep of the room
- Maintained stock of guest supplies, cleaning supplies, linen, and uniform
- Coordinated with procurement team for inventories and General Store for linen, uniform, and fixed assets
- Handled the pest eradication activities and ensured the implementation of housekeeping procedures
- Reported to the management and assisted the purchasing department concerning supplies
- Monitored Horticultural activities and being vigilant about guest complaints
- Conducted job training and calculated its effectiveness
- Implemented and maintained Cleaning Schedule and trackers to maintain brand standard requirements
- Monthly P&L Critique and management reporting.
Front Desk Manager
Dubai Marriott Harbour Hotel and Suites
10.2012 - 07.2017
- Rendered support to the Operations Manager in his daily activities and involved in hiring, orienting, training, supervising, and disciplining the front house operations team in 232 suite property
- Worked towards the implementation of new hire training outlines for Guest Service Agents
- Gathered customer feedback to track the satisfaction levels and implemented Fish bone exercise model to identify new areas of concern
- Maintained proper credit and accounting procedures, taking appropriate timely action as necessary
- Consolidated budget expenses for the department and handled all ordering and payroll responsibilities
- Ensured the front office staff is updated by organizing regular departmental meetings
- Trained future Front office Leaders and build employee morale throughout the department
- Made sure that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards
- Offered resolution to potential guest issues and also helped housekeeping in day-to-day activities
- Administered guest satisfaction processes, and responded to guest concerns, and inquiries
- Achievements: Efficiently recognized as property customer feedback survey champion and handle all customer care queries and complaints
- Conceptualized and formulated various Customer Engagement, Loyalty Program initiative projects
- 100% compliance in ISRA audit
- Bagged Leader of Quarter 2012 and Manager of year 2013
- Part of team which was recognized as Hotel of the year in 2013 across premium service brand hotels in MEA of Marriott International portfolio.
Front Office Supervisor
Crowne Plaza Abu Dhabi
Abu Dhabi
08.2011 - 08.2012
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
Front Office Shift Leader
Crowne Plaza Abu Dhabi
Abu Dhabi
05.2010 - 08.2011
- Interviewed, hired, coached, and developed front office associates.
- Streamlined check-in and check-out processes for improved efficiency and shorter wait times.
- Kept up-to-date on local events happening nearby so that guests could be informed of interesting activities available during their visit.
- Collaborated with other departments such as food and beverage or maintenance teams to address any operational issues that may affect guest satisfaction levels effectively.
Front Desk Receptionist
Crowne Plaza Abu Dhabi
Abu Dhabi, UAE
11.2008 - 04.2010
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
Front Office Team Leader
Courtyard By Marriott Hotel
Chennai, Tamil Nadu, India
12.2007 - 08.2008
- Assisted in planning events such as conferences or weddings, ensuring seamless coordination between all parties involved.
- Analyzed guest feedback to identify trends or opportunities for improvement within the front office department.
- Ensured compliance with safety regulations by regularly reviewing policies, procedures, and staff training programs.
- Contributed to marketing efforts by assisting in promotional campaigns targeting both local guests and international travelers alike.
Front Desk Agent
Courtyard By Marriott Hotel
Chennai, Tamil Nadu, India
12.2006 - 12.2007
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
Education
B.Sc. (Hotel Management) - Hotel Management
MKU University
Madurai04.2006
MBA - Hospitality
MKU University – Distance Education Program
04.2022
Skills
- Guest satisfaction
- Staff Development
- Performance Analysis
- Front office operations
- Safety and Security
- Housekeeping
- Standard Operating Procedures
- Staff Training and Development
- Conflict Management
- Employee Development
- Property Management Systems
- Laundry Management
- Guest Relations Management
- Interviewing and Hiring
- Inventory Management
Core Competencies
Front Office Management, Guest Satisfaction Quality Assurance, Process Improvement, Compliance Management, Inventory Management, Customer Service, Loyalty Engagement, Budgeting, P&L Accountability, Audits, Brand Standards, Reporting and Documentation, Upselling / Complaints Management, Cost Efficiency, Cost Control, New Project Roll Out
Timeline
Director of Rooms
W Melbourne
03.2024 - Current
Rooms Division Manager
W Melbourne
09.2022 - 02.2024
Front Office Manager
Aloft and Element Al Mina
09.2021 - 08.2022
Front Office Manager
Marriott Downtown Hotel and Marriott Executive Apartments
02.2018 - 01.2021
Asst. Executive Housekeeper
Dubai Marriott Harbour Hotel and Suites
10.2012 - 01.2018
Front Desk Manager
Dubai Marriott Harbour Hotel and Suites
10.2012 - 07.2017
Front Office Supervisor
Crowne Plaza Abu Dhabi
08.2011 - 08.2012
Front Office Shift Leader
Crowne Plaza Abu Dhabi
05.2010 - 08.2011
Front Desk Receptionist
Crowne Plaza Abu Dhabi
11.2008 - 04.2010
Front Office Team Leader
Courtyard By Marriott Hotel
12.2007 - 08.2008
Front Desk Agent
Courtyard By Marriott Hotel
12.2006 - 12.2007
B.Sc. (Hotel Management) - Hotel Management
MKU University
MBA - Hospitality
MKU University – Distance Education Program