Hari Kalappa
Mysuru
Summary
Seasoned Resort Manager with diverse experience in hospitality and resort operations. Skilled in managing staff, budgeting, customer service, and creating high-quality guest experiences. Demonstrated ability to drive increased guest satisfaction levels while maintaining operational efficiency. Excel in communication, leadership, and problem-solving to enhance guest experience and team performance. Proven track record of implementing innovative strategies that enhance revenue generation and streamline workflow processes. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
17
17
years of professional experience
Work History
Resort Manager
Barefoot at Havelock
Port Blair
09.2018 - Current
- Ensured compliance with applicable local, state and federal regulations related to resort operations.
- Developed policies and procedures to improve operational efficiency of the resort.
- Managed daily operations of the resort, including budgeting, scheduling, hiring and training staff.
- Coordinated marketing efforts for the resort, such as promotions, advertising campaigns and special events.
- Conducted regular inspections of all areas of the resort to ensure safety standards were met.
- Resolved guest complaints or escalated them as necessary to ensure satisfaction.
- Supervised front desk staff in providing excellent customer service experiences for guests.
- Performed financial analysis on monthly reports to identify cost savings opportunities.
- Planned budgets for operations and submitted budget requests to upper management.
- Oversaw maintenance of grounds, facilities and equipment at the resort.
- Created annual budgets for each department within the resort based on projected revenue and expenses.
- Oversaw recruiting, interviews and new employee hiring.
- Negotiated contracts with vendors to obtain supplies and services at competitive prices.
- Delegated work to staff, setting priorities and goals.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Responded to and resolved guest issues with the best alternatives.
Front Office Manager
Swathi Group
Bengaluru
05.2017 - 07.2018
Facility Operations
Infosys
Mysuru
03.2015 - 02.2017
- Monitored correctional facility operations to ensure compliance with laws, policies and procedures.
- Established key performance indicators to measure effectiveness of facility operations teams.
- Conducted regular audits of facility operations to assess adherence to established safety protocols.
- Smoothed facility operations between shifts by completing all required tasks and conveying changes to subsequent crews.
- Tracked inventory levels of supplies needed for facility operations.
- Maintained records of all expenditures associated with facility operations and provided reports as required.
- Collaborated with internal departments on projects related to facility operations.
- Created detailed reports on facility operations status and progress towards goals.
- Organized weekly meetings with staff members to discuss any concerns or issues that had arisen during the week regarding inmate behavior or facility operations.
- Collaborated with other departments regarding planned shutdowns or modifications that affect facility operations.
- Compiled monthly reports on the status of all facility operations activities.
Front Office Manager
Royal Orchid Hotels ltd
Mysore
06.2011 - 02.2015
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Created and optimized employee schedules for shift coverage.
- Implemented loyalty programs and promotional offers to retain and attract guests.
- Liaised with sales and marketing team to implement strategies that enhance guest experience and increase occupancy.
- Facilitated staff training programs on customer service, software use, and emergency procedures.
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Developed and maintained a positive working environment, fostering team collaboration.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Implemented quality control measures to uphold company standards.
Industrial Trainee
The Lalit Ashok
Bengaluru
10.2007 - 01.2008
Education
Master of Business Administration - Human Resources Management
Narsee Monjee Institute of Management Studies
Bengaluru07-2024
Bachelor of Hospitality Management - Hospitality Management
Sarosh Institute of Hotel Administration
Mangalore04-2009
Skills
- Marketing
- Guest satisfaction
- Maintenance
- Financial reports
- Sales management
- Guest relations expertise
- Hotel operations
- Training and mentoring
- Front office operations
- Problem-solving aptitude
- Crisis Management
- Budget Management
- Communication Skills
- Facility Management
- Guest experiences
- Multi-department management
- Food and beverage knowledge
- Staff Supervision
- Performance Evaluation
- Problem-solving abilities
Affiliations
- High level of enthusiasm for playing outdoor sports - cricket and badminton
- Developed a keen interest in dry floral art
- Learned art of infusing beverages, developed my own recipe
- Listining to music rock and metal genre
Languages
English
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Kannada
Proficient (C2)
C2
Malayalam
Beginner
A1
Tamil
Beginner (A1)
A1
Telegu
Beginner
A1
Accomplishments
- Represented for an International seminar on 'Intangible Heritage and Tourism' overseas in Macao, China.
- Best sustainable resort - ZeeZest unlimit award.
References
References available upon request.
Timeline
Resort Manager
Barefoot at Havelock
09.2018 - Current
Front Office Manager
Swathi Group
05.2017 - 07.2018
Facility Operations
Infosys
03.2015 - 02.2017
Front Office Manager
Royal Orchid Hotels ltd
06.2011 - 02.2015
Industrial Trainee
The Lalit Ashok
10.2007 - 01.2008
Master of Business Administration - Human Resources Management
Narsee Monjee Institute of Management Studies
Bachelor of Hospitality Management - Hospitality Management
Sarosh Institute of Hotel Administration
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