Caine Sequeira
Assistant General Manager-Rooms
Saligao,GA
Summary
Dynamic hospitality leader with over a decade of experience dedicated to enhancing guest experiences and driving operational efficiency. Proven expertise in strategic financial planning, cross-departmental team leadership, and innovative problem-solving techniques. Successfully spearheaded initiatives that reduced operational costs by 20% while consistently upholding exceptional service standards. Committed to fostering a culture of excellence and continuous improvement in fast-paced environments.
Overview
5
5
Languages
13
13
years of professional experience
Work History
Assistant General Manager
Hyatt Hotels Corp
09.2024 - Current
- A key leadership role overseeing day-to-day hotel operations for a 93-room, leisure-driven property, with an average occupancy of 80%, and a 90% colleague engagement score for the Rooms Division, with cross-functional accountability across Revenue, Finance, Engineering, and Food & Beverage.
- Worked closely with the Finance and Operations teams to develop and implement cost-control initiatives across Rooms to help the hotel achieve its targeted GOP.
- Implemented data-driven strategies to enhance guest satisfaction scores in every parameter by 10%.
- Developed and implemented targeted guest loyalty initiatives, including personalized offers, VIP recognition programs, and driving a 45% increase in loyalty program metrics.
- Oversaw the execution of Planned Preventive Maintenance (PPM) schedules across rooms and public areas, ensuring zero unplanned room outages, and minimizing guest disruption during high-occupancy periods.
- Assisted in annual budgeting and forecasting, ensuring alignment with strategic goals, and driving profitability.
- Coordinated with F&B leadership on service quality, menu pricing, and guest experience.
Front Office Manager
Hyatt Centric Candolim Goa
01.2021 - 09.2024
- Creating the Annual Business Plan for the Rooms Division.
- Analyze rate variance, monitor credit, and rebate reports.
- Conduct performance development discussions to support colleagues in their professional goal development.
- Developed and executed training programs for new hires, which enhanced customer service skills and hotel protocol adherence.
- Managed room inventory efficiently, leading to a 95% room occupancy rate during peak seasons.
- Utilized financial management tools to stay within the allocated budget, cutting department costs by 10% annually.
- Conducted regular inspections to maintain high standards of cleanliness and maintenance.
- Implemented staff training programs, improving employee performance and team cohesion.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Assistant Manager - Front Office
Hyatt Centric Candolim Goa
01.2018 - 04.2021
- Managed the front desk team, ensuring excellent customer service, and efficient operations.
- Implemented a waste reduction program that decreased expenses by 12% through the use of environmentally-friendly cleaning supplies.
- Conducted regular training sessions to ensure compliance, contributing to a 100% score in the annual audit.
- Implemented systems to enhance the check-in/check-out experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Revenue Supervisor
Trident Bandra Kurla Complex
03.2016 - 12.2016
- Assist in the preparation of competitive analysis, and other supporting documents for presentation at market sales strategy meetings.
- Perform all revenue management month-end reporting and auditing, and provide forward-looking information for the purposes of forecasting, targeting need areas, and balancing financial expectations.
- Accurately generate, process, and update all property and market revenue management reports.
- Assist with the training of new associates, as necessary, on revenue management tools.
- Assist in the implementation of hotel sales strategies in the reservation and inventory systems.
Front Office Supervisor
Trident Bandra Kurla Complex
10.2014 - 03.2016
- Managed a team of front desk staff to ensure all customer service expectations were met.
- Worked with the Front Office manager and associates to meet or exceed department and hotel goals. Ensured compliance with Brand Operating Standards to maintain brand integrity.
- Implemented new strategies to improve customer service, and maximize efficiency.
- Ensure adherence to established standards, policies, and procedures.
- Perform a regular inventory of supplies and materials.
- Performed the role of rooms controller for a 436-room inventory to ensure room allocations are done based on guest preferences.
Front Office Associate
Trident Bandra Kurla Complex
03.2013 - 10.2014
- Handled guest inquiries, requests, and resolved guest complaints.
- Ensured an exceptional level of customer service delivery at all times by providing personal assistance to the guests in a professional, pleasant, and positive manner.
- Maximize sales revenues through up-selling and marketing programs.
- Maintain a balanced cash float, and complete other cashier closing tasks.
- Ensure that all guest supplies and amenities are offered and replenished to the required standards.
- Stay alert with all hotel services, as well as VIP requests and special events.
Education
Bachelor of Hospitality Management -
Mumbai University
Mumbai, Maharashtra01.2012
Skills
Opera
Reserve
Colleague Advantage
PeopleSoft
Brand Standards Champion
Driving cross-departmental audits
Inventory Management
Problem Solving
Financial Acumen
Effective Communication
Critical Thinking
Strategic planning skill
Team leadership expertise
References
On Request
Interests
Outdoor & Indoor Sports, Travel, Music, Listening to Podcasts
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Guest Satisfaction Excellence Award: Developed and maintained operational excellence, leading Hyatt Centric Candolim Goa to achieve the Hyatt Hotel of the year Award for two consecutive years
- Top Performer in Room Incremental Revenue: Instrumental in boosting the incremental room revenue by 20% year-over-year at Hyatt Centric Candolim Goa through effective front desk upselling initiatives
- Innovator in Guest Experiences: Launched a personalized guest experience program at Hyatt Centric Candolim Goa, resulting in a 50% increase in positive online reviews as well as 20% increase in Guest loyalty program
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
French
Elementary (A2)
Spanish
Beginner (A1)
Timeline
Assistant General Manager
Hyatt Hotels Corp
09.2024 - Current
Front Office Manager
Hyatt Centric Candolim Goa
01.2021 - 09.2024
Assistant Manager - Front Office
Hyatt Centric Candolim Goa
01.2018 - 04.2021
Revenue Supervisor
Trident Bandra Kurla Complex
03.2016 - 12.2016
Front Office Supervisor
Trident Bandra Kurla Complex
10.2014 - 03.2016
Front Office Associate
Trident Bandra Kurla Complex
03.2013 - 10.2014
Bachelor of Hospitality Management -
Mumbai University