Varun Malhotra
Summary
Accomplished General Manager with a proven track record at The Jazz Hotel Group, enhancing operational efficiency and guest satisfaction. Expert in leadership and operations management, I've driven significant revenue growth and team performance improvements. Skilled in fostering strong customer relationships and executing cost-saving strategies, I embody effective leadership and problem resolution. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
General Manager- Hotels
The Jazz Hotel Group
04.2023 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
- Drove revenue growth by identifying and penetrating new market segments with tailored marketing strategies.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
Cluster Front Office Manager
The Jazz Hotel Group
01.2023 - 03.2023
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Introduced new booking software, reducing errors and improving reservation management.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Developed and enforced front office policies that ensured consistent and high-quality guest experience.
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Cluster Front Office Manager
Voyages Ayers Rock Resort
04.2022 - 01.2023
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Implemented staff training programs, improving employee performance and team cohesion.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Duty Manager
Sebel Docklands Hotel/Residences
06.2019 - 04.2022
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Guest Relations Manager
Doubletree By Hilton
10.2014 - 06.2019
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Developed and maintained strong partnerships with local attractions and tour operators to provide diverse activity options for guests during their stay.
- Monitored online reviews and feedback, identifying areas for improvement and implementing changes accordingly.
- Surveyed guests to check for areas in need of improvement.
- Collaborated with hotel staff to create personalized experiences for VIP guests, resulting in increased return visits.
Night Manager
Park Royal Hotel
01.2012 - 10.2014
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
- Conducted nightly inventory management procedures to track sales and stock levels.
- Trained and mentored new and existing staff to achieve best practices.
- Created nightly shift task lists to assign duties to each employee.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
Front Desk Receptionist
Park Royal Melbourne Airport
04.2011 - 01.2012
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Front Desk Agent
Hilton Melbourne Airport
11.2008 - 04.2011
- 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.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
Education
Bachelor of Accountancy - Accounting
GNDU
India01.2008
Skills
Leadership and team building
Problem Resolution
Operations Management
Team Player
Efficient multi-tasker
Effective leader
Time Management
Staff Management
Training and Development
Customer Relationship Management
Labor Cost Controls
Facility Management
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Certification
- First Aid Certification
Timeline
General Manager- Hotels
The Jazz Hotel Group
04.2023 - Current
Cluster Front Office Manager
The Jazz Hotel Group
01.2023 - 03.2023
Cluster Front Office Manager
Voyages Ayers Rock Resort
04.2022 - 01.2023
Duty Manager
Sebel Docklands Hotel/Residences
06.2019 - 04.2022
Guest Relations Manager
Doubletree By Hilton
10.2014 - 06.2019
Night Manager
Park Royal Hotel
01.2012 - 10.2014
Front Desk Receptionist
Park Royal Melbourne Airport
04.2011 - 01.2012
Front Desk Agent
Hilton Melbourne Airport
11.2008 - 04.2011
- First Aid Certification
Bachelor of Accountancy - Accounting
GNDU
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