Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Fredrick Antony Mullakara

Mumbai

Summary

As a Senior Guest Relations Executive, I focus on supporting business operations by overseeing staff, coordinating daily activities, and maintaining exceptional customer service standards. I strive to foster a positive work environment through effective communication, goal setting, and performance monitoring, ensuring seamless operations that prioritize guest satisfaction and team success.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Guest Relations Executive

Lohono Stays
Goa
10.2024 - Current
  • Guest Experience Management
    Oversaw end-to-end guest journeys, ensuring highly personalized and memorable stays, consistently maintained 5-star guest satisfaction levels across all luxury villas.
  • Property & Quality Management
    Conducted regular villa inspections to uphold brand standards, safety protocols, and aesthetic appeal implemented quality control measures to ensure operational excellence.
  • Homeowner & Stakeholder Relations
    Built and nurtured strong relationships with villa homeowners and guests proactively addressed concerns and implemented feedback to enhance guest satisfaction and property performance.
  • Revenue Optimization & Upselling
    Drove ancillary revenue growth through strategic upselling of in-villa dining, curated experiences, and premium services.
  • Team Leadership & Development
    Recruited, trained, and led a high-performing guest relations team fostered a culture of excellence, accountability, and continuous improvement.
  • Crisis Management & Resolution
    Acted swiftly to resolve on-ground challenges and guest escalations, ensuring minimal disruption and maintaining service excellence at all times.

Operations – Senior Executive, Stay Experience

Stay Vista
Maharashtra
07.2024 - 09.2024
  • Guest Relations & Satisfaction
    Proactively ensured exceptional guest satisfaction throughout the stay by serving as the primary point of contact for all guest communication and needs.
  • Quality Assurance & Property Standards
    Conducted regular property inspections and audits to uphold high standards of accommodation quality, cleanliness, and safety.
  • Team Training & Supervision
    Delivered comprehensive onboarding, training, and ongoing supervision to staff; ensured team alignment with brand service standards.
  • Issue Resolution & Service Recovery
    Resolved guest concerns, complaints, and service issues promptly and professionally to maintain satisfaction and brand reputation.
  • Sales & Promotional Collaboration
    Worked closely with marketing and sales teams to conceptualize and implement guest promotions, events, and experiential offerings.
  • Budget & Resource Management
    Managed guest service budgets efficiently, ensuring cost-effectiveness while maintaining high-quality service delivery.
  • Performance Tracking & Analysis
    Leveraged data-driven insights and guest feedback to measure service quality and optimize team and operational performance

Operations – Sourcing Specialist & Sales Coordinator

Madd Al Masane
Al Jubail
04.2019 - 09.2022
  • Managed end-to-end RFx events and documentation for sourcing and procurement processes.
  • Identified and qualified new sales leads through cold calling, networking, and market research.
  • Oversaw supplier qualification, onboarding, and performance tracking using scorecards and defined KPIs.
  • Supported the contract lifecycle, including negotiation, execution, and post-contract management.
  • Developed performance metrics to track delivery, quality, and cost efficiencies.
  • Delivered high-quality customer service, promptly addressing needs and ensuring satisfaction.
  • Communicated regularly with Sales and Operations Managers to align goals and drive sales strategies.
  • Negotiated with suppliers to secure cost-effective pricing and partnerships.
  • Maintained up-to-date knowledge of market trends, competitor activities, and product developments.
  • Proactively identified customer issues and recommended tailored solutions to enhance retention and conversion.

Education

Bachelor of Science - Hospitality and Administration Management

Mumbai College of Hotel Management And Catering Technology
Raigad, Maharashtra, India
01.2018

Skills

  • Customer Service Operations
  • Collaborative Problem Solving
  • Technology Proficiency
  • Sales Coordination
  • Supplier Management
  • Contract Management
  • Team Leadership
  • Effective Communication

Certification

  • Rising Star Award for the Quarter January – March 2025 (Lohono Stays)
  • Employee of the Month – November 2023 (Stay Vista)
  • Employee of the Month – December 2023 (Stay Vista)
  • S.T.A.G Certificate – Demonstrated Stay Vista’s Service Values

Timeline

Senior Guest Relations Executive

Lohono Stays
10.2024 - Current

Operations – Senior Executive, Stay Experience

Stay Vista
07.2024 - 09.2024

Operations – Sourcing Specialist & Sales Coordinator

Madd Al Masane
04.2019 - 09.2022

Bachelor of Science - Hospitality and Administration Management

Mumbai College of Hotel Management And Catering Technology

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Fredrick Antony Mullakara