AYAN HALDER
Summary
Hospitality professional with over 16 years of experience in managing operations for prestigious 5-star hotels.
Demonstrated success in enhancing guest satisfaction and achieving operational excellence while adhering to industry standards.
Expertise in strategic management, operational excellence, compliance and talent development, leading to award-winning performance in revenue and reputation growth.
Overview
17
17
years of professional experience
Work History
Hotel Manager ( Property Leader )
Lalit Great Eastern Kolkata
Kolkata
03.2026 - Current
- Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Kept hotel in compliance with liquor laws, health standards and safety requirements.
- Fostered a positive work environment, motivating staff to achieve personal and team targets.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
- Monitored financial statements and reported revenue and cash flow changes, triggering strategic initiatives to grow income.
- Streamlined housekeeping and maintenance operations, leading to a 30% improvement in room readiness times.
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
- Monitored hotel market pricing and activity to remain competitive.
- Conducted end-of-month audits for upper management review.
- Negotiated contracts with suppliers, securing discounts and improving bottom-line profitability by 5%.
- Directed operations of a 240-room hotel, achieving a 15% increase in guest satisfaction scores within one year.
Director of Operations
Marriott International
Kochi
09.2025 - 03.2026
- Cultivated positive work environment, driving staff to meet personal and team targets.
- Enhanced customer service and operational efficiency through development and implementation of effective solutions.
- Coached junior staff, fostering confidence and competence for superior service delivery.
- Planned and executed special events at hotel to elevate guest experience.
- Monitored financial statements, reporting revenue changes to initiate strategic income growth initiatives.
- Oversaw daily operations, ensuring compliance with opening and closing procedures.
- Analyzed hotel market pricing to maintain competitiveness in the industry.
- Managed large teams, motivating staff to achieve daily operational objectives.
Director of Rooms Operations
Courtyard by Marriott
Bengaluru, India
10.2023 - 09.2025
- Executed proactive solutions to enhance management of guest services and optimize overall experiences.
- Coordinated with the finance department to accurately forecast room revenue, contributing to the hotel's robust financial planning.
- Led cross-functional teams in the seamless execution of high-profile events, enhancing the hotel's reputation for excellence in service.
- Evaluated performance metrics to benchmark success and identify opportunities for operational enhancements in room services.
- Maintained business continuity during emergencies, minimizing effects on guests.
- Conducted comprehensive market analysis to inform strategic planning and positioning in a highly competitive hospitality landscape.
- Orchestrated major refurbishment projects, delivering enhanced guest experiences without compromising on operational efficiency.
- Leveraged advanced technology solutions to streamline housekeeping and maintenance processes, elevating room readiness standards.
- Analysed guest feedback to identify trends and areas for improvement, driving initiatives that substantially improved satisfaction ratings.
- Spearheaded eco-friendly measures, substantially lowering consumption of resources in room operations.
- Directed welcoming procedures in the reception area to improve overall guest satisfaction.
- Directed the adoption of advanced tools to optimize communication and streamline guest services.
- Managed budget for guest relations department, ensuring cost-effective operations without compromising service quality.
Rooms Division Manager
Courtyard By Marriott
Bengaluru, India
01.2022 - 10.2023
- Managing a portfolio of front office, housekeeping and loss prevention departments
- Implementation of best and quality practices to improve guest experiences
- Mentoring and guiding rooms division personnel to achieve excellence in daily operations
- Putting in place a robust appreciation system to appreciate associates to drive motivation and productivity
- Managing P&L for the rooms division, putting in place some smart techniques to optimize expenses
- Driving financial profitability for the hotel through implementation of incentive programs across departments to drive more revenue.
- Collaborated with the marketing department to create attractive room promotions, driving increased bookings during off-peak periods.
- Planned, directed and coordinated service delivery across operational departments, exceeding guest expectations.
- Directed team of 50+ staff members in front office, housekeeping, and reservations to maintain operational excellence.
- Spearheaded the adoption of a new property management system, streamlining reservation and billing processes.
- Led the development and enforcement of quality standards for guest service, consistently receiving high satisfaction ratings.
Front Office Manager
Four Points by Sheraton, Marriott International
Vizag
01.2018 - 01.2022
- Managing and overseeing operations of Front Office and Housekeeping
- Driving guest satisfaction metric, achieving consistent positive scores on Guest voice and other social media platforms
- Training and development of staff members
- Evaluating their performance on monthly basis against the respective KPIs
- Performing and monitoring of GCPM for the guest rooms to ensure the rooms are cleaned thoroughly and free from any maintenance defects
- Analyzing P&L statements and ensuring expenses are optimized to have a correct balance between guest satisfaction and cost effectiveness
- Preparation of Budgets for the room revenue and its respective expenses
- Monitoring of financial and credit reports to ensure the SOPs are followed as per compliance and negating any leakage of revenue.
Assistant Front Office Manager (HOD)
Four Points by Sheraton, Marriott International
Vizag
01.2017 - 01.2018
- Managing the daily front office operations
- Driving guest satisfaction metric and achieving consistent positive scores above target on Guest Voice
- Rationalization of Rooms Division expenses to increase Rooms profitability above the budget
- Conducting training programs for associates to enhance their skill set
- Monitoring financial statements and credit procedures to ensure all SOPs are followed and are compliant.
Senior Duty Manager
Novotel Hotel & Residences
Kolkata
01.2014 - 12.2016
- Managing night operations
- Supervising the daily front office operations
- Reviewing and compiling night audit reports
- Training and developing the front office team members and supervisors.
Duty Manager
Taj Bengal
Kolkata
01.2014 - 12.2014
- Managing night operations
- Responding to guest reviews on the Taj survey and on Trip Advisor
- Supervising the daily front office operations
- Reviewing and compiling night audit reports
- Training and developing the front office team members and supervisors.
Front Office Supervisor
The Oberoi Hotels and Resorts
Kolkata
04.2009 - 01.2014
- Carrying out the daily front office tasks of registration
- Cashiering
- Registration and documentation of group arrivals
- Monitoring and checking the tasks carried out by front office associates.
Education
MBA -
ISBM, Kolkata
01.2014
BSC in Hotel Management -
IHM, Kolkata
01.2009
Skills
1 Operational Expertise: In-depth knowledge of customer handling and retention operations, including front desk, housekeeping and guest services
2 Leadership: Proven ability to lead, motivate, and develop high-performing teams
3 Communication: Excellent verbal and written communication skills to interact with guests, staff, and senior management
4 Problem-Solving: Strong analytical and problem-solving skills to resolve complex guest complaints and operational issues
5 Attention to Detail: Meticulous attention to detail to ensure highest standards of quality and presentation
6 Guest Focus: Passionate commitment to delivering exceptional guest experiences and building loyalty
7 Collaboration: Ability to work seamlessly with other departments, such as F&B, Events, Sales and Marketing
8 Revenue Management: Understanding of revenue optimization strategies and ability to drive top-line growth
9 Technology: Proficiency in hotel software systems, such as PMS and POS
10 Data Analysis: Ability to interpret and act on data insights to drive business decisions
11 Change Management: Skilled in navigating change, driving innovation, and fostering a culture of continuous improvement
12 Talent Development: Committed to identifying, developing, and retaining top talent
13 Budgeting and Financial Management: Ability to manage budgets, forecast revenue, and control expenses
14 Quality Assurance: Strong quality assurance skills to maintain highest standards of cleanliness, safety, and maintenance
15 Industry Knowledge: Stays up-to-date with industry trends, competitor activity, and emerging best practices
Personal Information
- Date of birth: 08/26/87
- Nationality: Indian
Projects
- Introduction of theme suites.
Developed the concept of theme suites in the hotel. By adding certain elements and decor in the suites, it gave an immersive experience to the aesthetics. The suites were then sold at a premium revenue enabling higher ADR for the organization.
- Introduction of New Room Category
Identified the opportunity of a new premium attribute which was unused (balcony which faces the swimming pool). The room category was categorized under a premium category and was published and marketed online at a premium revenue. It created a significant demand amongst the customers and generated additional revenue and enhanced the offerings.
Languages
English, Hindi, Bengali
First Language
References
- Ms. Kadambari Sabharwal Talwar ( General Manager, Courtyard Marriott Hebbal)
- Ms. Neha Chhabra ( General Manager , JW Marriott Goa )
- Mr. Ram Shetty ( General Manager, Grand Mercure Bengaluru )
- Mr. Mantosh Kumar ( Cluster General Manager , Lemon Tree Hotels)
Accomplishments
- Won the Coveted - Hotelier of The Year - Head of Accommodation - 2023 conducted by BW Hotelier Awards.
- Runners Up in Hotelier of The Year - Director of Rooms - 2023 conducted by ITP Media.
- Runners Up in Hotelier of The Year - Young Hotelier of the Year -2023 conducted by ITP Media.
- Won the Highest Guest Voice Experience Score 2023 - Courtyard by Marriott Bengaluru - South Asia amongst all other Marriott hotels.
- Won the President's Diamond Circle Award for 2023 for Courtyard by Marriott Bengaluru - Driving Guest Experience & Digital Experience.
- Courtyard by Marriott Bengaluru won the Hotel of the Year 2024 in APEC - Under Marriott Select Brand Awards.
- Courtyard by Marriott Bengaluru achieved the Rank 1 on Trip advisor out of 1159 hotels in Q2 2025
Timeline
Hotel Manager ( Property Leader )
Lalit Great Eastern Kolkata
03.2026 - Current
Director of Operations
Marriott International
09.2025 - 03.2026
Director of Rooms Operations
Courtyard by Marriott
10.2023 - 09.2025
Rooms Division Manager
Courtyard By Marriott
01.2022 - 10.2023
Front Office Manager
Four Points by Sheraton, Marriott International
01.2018 - 01.2022
Assistant Front Office Manager (HOD)
Four Points by Sheraton, Marriott International
01.2017 - 01.2018
Senior Duty Manager
Novotel Hotel & Residences
01.2014 - 12.2016
Duty Manager
Taj Bengal
01.2014 - 12.2014
Front Office Supervisor
The Oberoi Hotels and Resorts
04.2009 - 01.2014
BSC in Hotel Management -
IHM, Kolkata
MBA -
ISBM, Kolkata