Chinu Suman
Summary
A competent professional with over 16 years of qualitative and enriching experience in the hospitality industry across various departments. Deft at streamlining the workflow and boosting revenue. Proven track record of developing procedures, service standards and operational policies, planning & implementing effective control measures to reduce running costs. Skilled at building effective & productive working relationships with the team members. An effective communicator with excellent interpersonal & relationship management skills.
Overview
18
18
years of professional experience
Work History
DIRECTOR OF OPERATIONS
FAIRFIELD BY MARRIOTT CHENNAI OMR
02.2024 - Current
- As Director of Operations, I was responsible for overseeing the full spectrum of hotel operations, ensuring seamless coordination between departments including Front Office, Housekeeping, F&B, Engineering, and Security. I led a diverse team to deliver exceptional guest experiences, maintained high service standards, and drove guest satisfaction. I also ensured compliance with brand guidelines, statutory regulations, and health & safety protocols.
In addition, I actively contributed to revenue growth through strategic planning, occupancy management, and cost control. I worked closely with sales and revenue teams to improve KPIs such as RevPAR and GOP. My role involved regular coordination with ownership and corporate stakeholders, as well as identifying opportunities for operational improvement, staff development, and enhancing the property's market positioning.
OPERATIONS MANAGER
FAIRFIELD BY MARRIOTT CHENNAI OMR
07.2022 - 02.2024
- My core responsibility as an Director of Operations, Number 1 of the hotel was to build a confident & dynamic team, organized training initiatives with clearly defined common goals, streamlining processes, superior culture and leveraging senior leaders expertize to execute the hotel’s Financial and Brand Standard Goals.
- Also responsible for the F&B reputation of the hotel, Work very closely with Culinary leader & F&B Manager along with the marketing team to curate a top class F&B experience for our guest throughout the year, leveraging the connect with the event management partners and Influencers in the city through Brunch Therapy, Chef’s Table, Theme Dinner buffet, Cake mixing, Music Concert, Sun downer, Wedding Carnival and other events.
- Achieved Guest voice score in South Asia’s Top 5 hotels in Fairfield Brand (2023) & Top 10 hotel in all Marriott Brand’s (2022).
- Associate Engagement Survey score 98% in the year 2023 & 99% in the year 2022.
- Achieved 2% more hotel revenue against the budget and 6.4% against last year through motivating and developing a mindset for NO BUSINESS OPPORTUNITY is missed.
ROOM DIVISION MANAGER
FAIRFIELD BY MARRIOTT BELAGAVI
04.2021 - 06.2022
- Functions as a strategic business leader and represents the Rooms Division of the hotel.
- Responsible for planning, developing, implementing and evaluating the business strategies.
- Ensures that all revenue-generating departments (e.g. Rooms, Market - Retail Shop, Guest Laundry, Guest Transportation) are operated in line with maximizing revenues and profit through upselling, pricing activities and proper yield management.
- Ensures that each cost Centre (e.g. Housekeeping and Laundry) operates with the lowest possible cost structure while also delivering our promise to the guest.
- Coordinate the preparation of the annual business plan for the Rooms Division.
- Strategically analyses business performance to facilitate accurate and meaningful forecasting, involving the respective department heads.
- Champions the brand’s service vision for product and service delivery.
- Conducts annual performance development discussions with department heads and supports them in their professional development goals and ensures that they, in turn, conduct annual performance development discussions with their team.
FRONT OFFICE MANAGER
FAIRFIELD BY MARRIOTT BELAGAVI
01.2019 - 03.2021
- Responsible for managing the Front Office, At Your Service and Transportation ensuring compliance with all policies, standards and procedures on a daily basis.
- Identifying and analyzing front office operational challenges and facilitate the development of solutions to prevent reoccurrence.
- Responsible for the department's profitability/established challenging, realistic and obtainable goals to guide operations and performance.
- Ensuring that all customer complaints, service requests are processed, actioned and resolved within timelines.
- Solicits associate feedback and reviewing associate satisfaction results to identify and address associate problems or concerns.
ASSISTANT FRONT OFFICE MANAGER
FAIRFIELD BY MARRIOTT BELAGAVI
09.2016 - 12.2018
- Managing and responsible for the front office team operations.
- Providing guidance and motivation to the team.
- Accountable for delegation of work and overseeing the execution of the same.
- Involved in designing, planning and executing the strategies undertaken.
- Ensuring that all customer complaints, service requests are processed, actioned and resolved within timelines.
FRONT DESK MANAGER
COURTYARD BY MARRIOTT PUNE CITY CENTRE
09.2014 - 06.2016
- Assisted the team with daily sell strategy, forecasts and P&L as well as in daily operations.
- Involved in identifying product/ process training needs and ensure adequate training to increase the productivity and effectiveness of the staff.
- Ensured periodic reporting of accounts and reviewed ISRA reports ensuring compliance with the guidelines set.
- Coordinated with external & internal auditors to conduct audit and ensured the minimization of audit discrepancies.
- Departmental trainer for front office.
ASSISTANT FRONT DESK MANAGER
COURTYARD BY MARRIOTT CHENNAI
06.2012 - 08.2014
FRONT DESK EXECUTIVE
COURTYARD BY MARRIOTT CHENNAI
01.2011 - 05.2012
FRONT DESK EXECUTIVE
COURTYARD BY MARRIOTT CHENNAI
02.2007 - 12.2010
Education
Diploma -
Hotel Management & catering Technology
01.2005
Skills
- Team Management
- Customer Service
- Budgeting & Cost management
- Training
- Forecasting and analyzing data
- Communication
- Advanced MS Excel
- MS-Office
- PowerPoint
- Word
- Opera Micros
Languages
- Tamil
- English
- Malayalam
- Kannada
- Marathi
- Hindi
Personal Information
- Date of Birth: 07/17/84
- Nationality: Indian
- Marital Status: Married
Professional Highlights
Achieved Hotel stood at Top 6 among all brands in South Asia & top 3 among all Fairfield’s in India in Guest voice 2022 and Top 5 among all Fairfield in the year 2023.
Timeline
DIRECTOR OF OPERATIONS
FAIRFIELD BY MARRIOTT CHENNAI OMR
02.2024 - Current
OPERATIONS MANAGER
FAIRFIELD BY MARRIOTT CHENNAI OMR
07.2022 - 02.2024
ROOM DIVISION MANAGER
FAIRFIELD BY MARRIOTT BELAGAVI
04.2021 - 06.2022
FRONT OFFICE MANAGER
FAIRFIELD BY MARRIOTT BELAGAVI
01.2019 - 03.2021
ASSISTANT FRONT OFFICE MANAGER
FAIRFIELD BY MARRIOTT BELAGAVI
09.2016 - 12.2018
FRONT DESK MANAGER
COURTYARD BY MARRIOTT PUNE CITY CENTRE
09.2014 - 06.2016
ASSISTANT FRONT DESK MANAGER
COURTYARD BY MARRIOTT CHENNAI
06.2012 - 08.2014
FRONT DESK EXECUTIVE
COURTYARD BY MARRIOTT CHENNAI
01.2011 - 05.2012
FRONT DESK EXECUTIVE
COURTYARD BY MARRIOTT CHENNAI
02.2007 - 12.2010
Diploma -
Hotel Management & catering Technology
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