Devaraju H K
Bangalore
Summary
To provide guests with the ultimate hospitality experience and to exceed their expectations of service and while doing so enhancing the status of the organization in terms of market value and finance
In depth understanding of business process and structured methodologies practiced in industry. Significant experience in management of business operations, execution of business plans for achieving profit targets and general administrative tasks. An effective communicator with excellent interpersonal and relationship management skills. Revenue focused approach with a right mix of sales and continued customer support par excellence. Core Competencies: Front Office Operations, Sales, Customer Relation Management.
Front Office Manager at Royal orchid Hotels with 14 years of rich experience in multiple phases of Front-Office Operations & Customer Service, Product Management, Team handling, Training & Development, Customer Relations, Strategy Building, and Sales. Strengths include excellent interpersonal skills, strong analytical mind-set and sound communication abilities. Proven ability in delivering value-added customer service and achieving customer delight by providing customized products as per requirements. Worked with leading organizations like Royal orchid resort and convention Centre Fortune Park Hotels Limited (Member of ITC) Goldfinch Hotels, Welcome hotel (Member of ITC), St Marks hotel as well Lemon tree hotels.
Overview
3
3
Languages
16
16
years of professional experience
Work History
Operation Manager
Livancia The Sojourn(Member of A TGI Hotels )
01.2025 - Current
- 1)Overall Hotel Operations
- A) Monitor daily hotel operations and ensure smooth functioning of all departments
- B) Conduct daily morning briefings and operational review meetings.
- C) Ensure adherence to company SOPs and service standards.
- D) Coordinate with Front Office, Housekeeping, F&B, Engineering, Security, and Accounts.
- C) Ensure all operational issues are resolved promptly.
- 2) Guest Experience and Satisfaction
- A) Ensure excellent guest service throughout the guest journey.
- B) Handle guest complaints, escalations, and service recovery.
- C) Monitor guest feedback on Google, OTAs, and other platforms.
- D) Conduct guest interactions and follow up on service issues
- 3) Revenue and Business Development
- A) Monitor occupancy, ADR, RevPAR, room revenue, and F&B revenue.
- B) Coordinate with Sales, Revenue Management, and CRS teams.
- C) Review daily business pickup, forecasts, and monthly budgets.
- D) Develop corporate accounts, local business opportunities, and long-stay business.
- E) Identify opportunities to increase revenue through upselling and additional services.
- Develop corporate accounts, local business opportunities, and long-stay business.
- Identify opportunities to increase revenue through upselling and additional services.
- Monitor competitor rates and ensure effective pricing strategies.
- 4. Financial Management and Cost Control
- Prepare and monitor budgets, forecasts, and operational expenses.
- Review daily revenue reports, MIS, flash reports, and monthly financial statements.
- Control payroll, food costs, utility expenses, and other operating costs.
- Monitor cash handling, billing accuracy, discounts, refunds, and purchase controls.
- Review vendor payments, outstanding dues, and landlord-related financial commitments.
- Identify revenue leakages and implement corrective measures to improve profitability.
- 5. Human Resources and Team Management
- Plan manpower requirements and coordinate recruitment.
- Monitor attendance, grooming, discipline, and staff productivity.
- Conduct performance reviews and identify training needs.
- Ensure timely salary processing and compliance with applicable employment requirements.
- Develop staff capabilities through cross-training and career development.
- Maintain staff morale, teamwork, and a professional working environment.
- 6. Engineering, Maintenance and Asset Management
- Ensure preventive maintenance of rooms, equipment, lifts, HVAC, generators, and fire systems.
- Reviewed and tracked pending maintenance issues to ensure timely resolution. and snag-list closures.
- Maintain asset inventories and monitor the condition of hotel equipment.
- Ensure fire safety, emergency preparedness, and operational readiness.
- Tracked and coordinated AMC renewals to ensure uninterrupted service. and statutory inspection requirements.
- 7. Quality, Compliance and SOPs
- Conduct regular operational audits and room inspections.
- Ensured food safety, hygiene, sanitation, and HACCP-related practices.
- Monitor statutory licences, guest registration, and applicable legal compliance.
- Ensure accurate PMS entries, night audits, billing, and financial documentation.
- Implement corrective and preventive actions for audit observations.
Front office Manager
Royal Orchid Resort and convention Centre
07.2024 - 09.2025
- Work with the revenue management team to optimize room rates and occupancy levels.
- Assist in creating and managing the front office department's budget, aiming for cost-effective operations while maintaining high service standards.
- Monitor and manage booking systems to ensure accurate reservations, avoid overbooking, and maximize room occupancy.
- Coordinate room assignments and ensure room availability aligns with guest preferences and booking details.
- Manage the front office's PMS software to track reservations, check-ins, check-outs, and guest information.
- Monitor and review guest feedback, whether via surveys or direct communication, to improve service quality.
- Ensure that all hotel procedures are followed and that the quality of service is maintained at all times.
- Train front desk employees on upselling techniques to promote premium services
- Ensure front office staff are informed about promotions, events, and services offered by the hotel and encourage guests to use them.
- Track and assess the performance of front office staff and identify areas for improvement.
- Participate in hotel meetings, offering feedback and updates on front office operations.
- Ensure that rooms are prepared and maintained to the highest standards by liaising with housekeeping and maintenance departments
As Front Office Manager
Fortune park Hotel
11.2023 - 07.2024
- Identifying and developing new streams for long term revenue growth and maintaining relationship with customers to achieve repeat and referral business. Manages
- Conducting competitor analysis by keeping abreast of market trend and competitor move to achieve market share matrix.
- Attending to guest concerns and complaints; undertaking steps to effectively resolve them.
- Building and maintaining cordial business relation with major corporate clients and travel agents, ensuring customer satisfaction by delivering quality service.
- Imparting / organizing training programs for new recruits, while ensuring their career development & positive contribution to the company.
- Leading, training and monitoring the performance of team members to ensure efficiency and quality service.
- Reporting to the Hotel General Manager with respect to overall operations of Front Office department.
- Managing the room inventory and revenue for the room sales and ancillary revenue
- Monitoring, analyzing and controlling department related expenses and costs on a regular basis.
- Responsible for maintaining high standards of guest service and ensuring guest satisfaction.
- Interacting and engaging with guests on a daily basis to ensure high level of guest recognition with regular, long staying and VIP guests.
- Actively resolving guest related issues on highest priority to maintain guest satisfaction at all times.
- Ensuring high guest ratings for the department through Guest feedback system.
- Implementing and maintaining the standards of the Company through departmental training, monitoring teams
- Handling the RFP tools like HRS, Ready bid, Lanyon, Rate finding and ensure that contracting is done and follow up on the booking flow.
- Custodian of all the OTA bookings rate upload, rate parity and to understand the market analysis by using the STR report.
- Ensure to get the positive feedbacks in all the OTA platforms, Trip advisor and Quality management system (QMS) to maintain the NPS and ranking.
- Ensure GSI scores are updated daily and proper analysis done for any guest comments.
- Meet guests in the morning while they are leaving the hotel and also in the evening while coming back in the evening
- (Member of ITC's Group Hotel)
As pre-opening hotel Front office Manager
Aiden by Best Western
11.2022 - 09.2023
- Maximize and identify revenue and cost control opportunities within the departments
- Manages and motivates the teams in order to improve sales and quality.
- Guest interactions, feedback, rectifications, reverts & actions.
- Front Office Budget management
- Revenue Management
- Conducting the Briefing & training to improve the staff's soft skills
- OTA Management
- Achieving the revenue budgets
- Online C-Forms Updates
- Quick decision making & handling the situations
- Processing the strong communication skills & demonstrate leadership skills & abilities
- Trains, cross –trains and retains of all front office personnel
- Participate in the selection of front office personnel
- Schedules the front office Staff.
- Supervises workload during shifts.
- Evaluates the job performance of each employee.
Front Office Manager
Gold Finch Hotel Mangaluru
01.2020 - 08.2022
- Over all looking after the Front Office operations and monitoring the MRG group, standards at all the times.
- Attending departmental meetings arranged by the management.
- Guest interactions, feedback, rectifications, reverts & actions.
- Front Office Budget management
- Revenue Management
- Conducting the Briefing & training to improve the staff's soft skills
- OTA Management
- Achieving the revenue budgets
- Online C-Forms Updates
- Quick decision making & handling the situations
- Processing the strong communication skills & demonstrate leadership skills & abilities
- Trains, cross –trains and retains of all front office personnel
- Participate in the selection of front office personnel
- Schedules the front office Staff.
- Supervises workload during shifts.
- Evaluates the job performance of each employee.
- Maintains Master key control.
- Resolves guest problems quickly,effieciently and courteously
- Updates group information Maintains, monitor and prepares group requirements. Relays information to appropriate personnel
- Reviews and Completes credit limit report
- Works within the allocated budget for front desk
- Prepare revenue and occupancy forecasting
- Monitor all VIP's Special guests and requirements
- Review Front office logbook and Guest feedback forms on a daily basis.
- Maintain an organized and comprehensive filing system with documentation of purchase, vouchering, schedules, forecast, reports and tracking logs.
- (Member of MRG Group hotel)
Duty Manager
Fortune park JP Celestial
04.2017 - 12.2019
- Ensure outstanding customer care at all times.
- Maintain a friendly, cheerful and courteous demeanor at all times.
- Courteously and accurately answers inquiries from potential guests and accept hotel reservations.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Adhere to company credit limit/ floor limit policies.
- Ensuring that hotel position should be balanced during sold out dates.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Assist all departments in servicing the guests during high volume periods
- Greet guests as they arrive and provide them with information needed.
- Assist in the registration procedures.
- Provide information regarding the Hotel services and policies.
- Assist in overseeing front desk operators.
- Train personnel in customer services as and when required.
- Provide resolutions to conflicts and guests' problems.
- Managed registration procedures by ensuring all documentation and information are complete on forms.
- Provide room occupancy rates and related information.
- Presents monthly sum-up reports.
- (Member of ITC's Group hotel)
Front office Executive
Palmeadows club Bangalore
06.2016 - 04.2017
- Allocate rooms to expected arrivals after checking the guest preferences and special requests.
- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
- Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
- Cross Check all billing instructions are correctly updated
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Perform other duties as assigned, requested or deemed necessary by management.
- Ensure Front office log book and hotel log book is always updated and auctioned upon.
- Ensure safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
Guest service coordinator( GSC)
Welcome hotel
03.2015 - 06.2016
- Task Assigned : -
- Profound knowledge of various MIS (Management of Information Systems) software for Accurate management of numerous reservations.
- Possess exceptional analytical skills to deal with customers
- Welcoming groups of holiday makers at their starting point and announcing details of travel
- Arrangements and stop-over point.
- Handling Flight ticket Bookings, Tele & online Check in for the Guest.
- Selling our Products (Room) as per Company
- Compilation of data of the City Hotels for Pricing and Budgeting.
- ( Member of ITC's Group hotel)
Sr. Front Office Associate.
St. Marks hotel
06.2013 - 02.2015
- Task Assigned: -
- Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Supervise daily shift process ensuring all team members adhere to standard operation procedures.
- Train, direct work, resolve issues/problems and coach and counsel the front desk team Members to ensure equality operation.
Guest service associate( GSA)
Lemon tree premiere Ulsoor lake
09.2010 - 06.2013
- Task Assigned :
- Handling check inn& out , handling hotel transportation, taking care of all in house guest Needs and taking care of their comfortable stay. And providing local area interests.
Education
Bachelor - Hospitality Management
Maulana Abdul Kalam Azad university of Technology
01-2010
P U C - -
Karnataka Board Senior Secondary Board
01-2006
SSLC -
Karnataka Board
01-2004
Skills
- PMS (Property Management System)
- Opera Software (Version-5001)
- IDS (Intellect Data Systems) V 41 & 61&70
- Protel software
- Hotelogix Software
- Mycoud PMS
COMMUNICATION SKILLS
Language: English, Proficiency: Good, Description: Written and Spoken
Language: Kannada, Proficiency: Good, Description: Written and spoken
Language: Hindi, Proficiency: Good, Description: Written and spoken
AREA OF INTEREST
Hospitality
ACTIVITIES
- Teaching Experience – Taken Seminar Classes to New GRF & front office Associates.
- Participated in Cultural Programs & Games.
Timeline
Operation Manager
Livancia The Sojourn(Member of A TGI Hotels )
01.2025 - Current
Front office Manager
Royal Orchid Resort and convention Centre
07.2024 - 09.2025
As Front Office Manager
Fortune park Hotel
11.2023 - 07.2024
As pre-opening hotel Front office Manager
Aiden by Best Western
11.2022 - 09.2023
Front Office Manager
Gold Finch Hotel Mangaluru
01.2020 - 08.2022
Duty Manager
Fortune park JP Celestial
04.2017 - 12.2019
Front office Executive
Palmeadows club Bangalore
06.2016 - 04.2017
Guest service coordinator( GSC)
Welcome hotel
03.2015 - 06.2016
Sr. Front Office Associate.
St. Marks hotel
06.2013 - 02.2015
Guest service associate( GSA)
Lemon tree premiere Ulsoor lake
09.2010 - 06.2013
Bachelor - Hospitality Management
Maulana Abdul Kalam Azad university of Technology
P U C - -
Karnataka Board Senior Secondary Board
SSLC -
Karnataka Board