Fran Lancy Arockiam
Hotel Manager
Rajakembaram,Tamil Nadu
Summary
Dedicated hotel Hotel manager with more than 17 years of experience providing clients with the highest degree of hospitality and customer service by ensuring that facilities meet and exceed expectations.
Strong leader possessing outstanding work ethic and integrity, always dedicated to meeting budget and meticulously documenting financials. Manages by leading and showing staff the rewards of pushing past their own expectations to provide the best work possible.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Hotel Manager
Regenta Inn Grand -ORR
8 2023 - Current
- Developed and implemented marketing strategies to promote hotel services.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Increased customer service ratings through personable service.
- Reduced operating expenses by negotiating with vendors and optimizing resource management.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Streamlined check-in/check-out processes by introducing new technology solutions, reducing wait times for guests.
Food and Beverage Manager ( Officiating as GM & Overlooking Entire Operations & Sales )
Keys Select Hotel Katti-Ma by Lemon tree Hotels
Chennai
09.2020 - 07.2023
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Resolved customer concerns promptly and professionally, ensuring repeat business and positive word-of-mouth referrals.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Oversaw the hiring process for new employees, selecting top talent to join our team.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Managed bar and wait staff and directed hiring program.
- Implemented creative solutions for space optimization during peak hours or busy seasons.
- Identified areas of opportunity for beverage sales by analyzing customer feedback and product demand metrics.
- Improved customer satisfaction by implementing innovative food and beverage menu options.
- Maintained strong relationships with suppliers, ensuring consistent product quality while controlling costs.
- Resolved customer complaints involving food or beverage quality and service.
- Organized successful special events that contributed to increased sales figures.
Operation Manager
The SPK Hotel, Madurai
11.2019 - 08.2020
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Food and Beverage Manager
Keys Hotels (Keys Hotels & Resorts Ltd)
04.2010 - 10.2019
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Resolved customer concerns promptly and professionally, ensuring repeat business and positive word-of-mouth referrals.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Collaborated with chefs and kitchen staff to ensure high-quality food preparation and timely delivery to customers.
- Oversaw the hiring process for new employees, selecting top talent to join our team.
- Maintained a clean, safe, and welcoming environment for patrons, adhering to strict health code regulations.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Managed bar and wait staff and directed hiring program.
- Implemented creative solutions for space optimization during peak hours or busy seasons.
- Verified staff compliance with accepted food and drink safety regulations, suggesting remedial training where necessary.
- Identified areas of opportunity for beverage sales by analyzing customer feedback and product demand metrics.
- Improved customer satisfaction by implementing innovative food and beverage menu options.
- Maintained strong relationships with suppliers, ensuring consistent product quality while controlling costs.
- Drafted beverage purchasing plan, aligning inventory needs with budgetary constraints by applying historical data.
- Organized successful special events that contributed to increased sales figures.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Managed inventory effectively, reducing waste and optimizing stock levels.
- Increased overall revenue with strategic pricing adjustments and targeted marketing campaigns.
Banquet Manager
Quality hotels Sabari Classic, Choice hotels international OMR, Navallur, Chennai
02.2007 - 03.2010
- Supervised and mentored kitchen and serving staff.
- Organized banquet storage and surrounding areas to facilitate access to products and materials.
- Established and maintained equipment inventory for accurate tracking, record keeping and to avoid loss.
- Performed cost-benefit analysis for corporate and social events.
- Managed budgeting and invoicing for both large and small-scale events.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Interpreted instructions to schedule and set up events to client specifications.
- Followed safety procedures and incorporated safety equipment to reduce injury and loss.
- Established rapport with local vendors leading to better negotiation terms and improved costsefficiency.
- Developed comprehensive training programs for staff to improve service quality and efficiency.
- Collaborated with clients to create customized menus, meeting dietary and budgetary requirements.
- Maintained a safe working environment by enforcing health and safety standards among staff members.
- Conducted post-event evaluations to assess performance and identify areas for improvement.
Trainee captain
The Residency, The Residency Group of hotels, G.N Chetty road, Chennai
01.2004 - 01.2007
Education
B.S.C Hotel Management & catering science -
01.2001 - 04.2003
Higher secondary from St.Aloysius Hr. sec School - undefined
01.1998 - 04.2000
Skills
Excellent manager who leads by example and through instilling confidence in staff, leading to higher productivity and better client satisfaction -Skilled in the principles of administration and management in the service industry, including strategic planning, production methods, human resources, and the coordination of people and resources - Excels in sales and marketing, including showing, promoting, and selling -Critical thinker who uses logic and reason to identify and evaluate situations and their alternative solutions -Strong communication skills that allow me to easily determine guest and employee concerns
Food and Beverage Operations
Cost Control
Service Delivery Management
Operations Oversight
Menu development
Hygiene Regulations
Team building
Effective Communication
Job Description
Overseeing daily business operations
Developing and implementing growth strategies
Training low-level managers and staff
Creating and managing budgets
Improving revenue
Hiring employees
Evaluating performance and productivity
Analyzing accounting and financial data
Researching and identifying growth opportunities
Generating reports and giving presentations
Controls, analyzing and ensuring seamless day to day operation’s
Focus on sales and other avenues to increase sales margin.
Ensuring highest quality and presentation of Rooms & food and beverage products at all times.
Ensuring highest level of service standard’s being maintained at all times.
Pristine condition and cleanliness of facilities and equipment’s
Highest level of guest satisfaction.
Competitive analysis every six months by calling competition and gathering data such as banquet kits, room rental rates, etc.
Meets and interacts with guests often to ensure prompt services.
To be personally involved in sales call.
Personally handling OTA’s to increase the revenue.
Following CAT analysis system to improve the service standard and guest experience
Hold regular briefings and communication meetings with the HOD team
Liasoning with the Vendors
Key Roles & Achievements
2017-2018 Won Hotelier award “Winner of Best Food and Beverage Manager in India “
To head not only the department but the unit as a whole during the absence of general manager
To be a part of manager on duty schedule staying overnight in the hotel to assist in case of exigencies.
Implemented Beverage offers, which has increased revenue over 25 % like Seven day on the rocks, Fortune wheel, Jack pot night, bolly wood night etc.
To increase more profitability in F&B outlet getting support from Beverage vendors for all the promotions.
Maintained food and beverage costs under budget through fiscal 2011 and year to date 2019
Successfully opened two new outlets (Roof top bar, Banquets) Increased the F&B revenue up to 15%
Analyzed market day to day adapting the new concepts.
Developed menus, food costing, banquet menus and banquet package, managed event sale
Personal development and Sales call to for the near companies
Achieving service that exceeds expectations.
Set the goals to achieve the budgets like Food festival, bar promotions, ODC, Packed lunch etc.
To increase more visibility F&B products participating all online portal promotions and Delivery platform like Swiggy, Zomato, Uber eats etc
Vaccination certificate
51863930029, Fran Lancy Arockiyam, 38, Male, Voter ID # XXXXXXXXX, 31561972295973, Fully Vaccinated (2 Doses), 1/2, 05/31/2021, 4121z073A, Dr KRISHNAVENI, Thiruvanmiyur UPHC, 2/2, 10/06/2021, 4121MF0075
References
Mr. Chinatan Shah, Vice president Operations, Southern investment (Export, Hotels, Farms) Chennai, 7418601104
Extra curricular Activities
Participated in various sports activities in school.
Accomplishments
F&B Manager of the year ( Economy ) Award at 9th Hotelier India Awards, 2019.
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Timeline
Food and Beverage Manager ( Officiating as GM & Overlooking Entire Operations & Sales )
Keys Select Hotel Katti-Ma by Lemon tree Hotels
09.2020 - 07.2023
Operation Manager
The SPK Hotel, Madurai
11.2019 - 08.2020
Food and Beverage Manager
Keys Hotels (Keys Hotels & Resorts Ltd)
04.2010 - 10.2019
Banquet Manager
Quality hotels Sabari Classic, Choice hotels international OMR, Navallur, Chennai
02.2007 - 03.2010
Trainee captain
The Residency, The Residency Group of hotels, G.N Chetty road, Chennai
01.2004 - 01.2007
B.S.C Hotel Management & catering science -
01.2001 - 04.2003
Higher secondary from St.Aloysius Hr. sec School - undefined
01.1998 - 04.2000
Hotel Manager
Regenta Inn Grand -ORR
8 2023 - Current
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