Shalil Suvarna
B/9, Om Vishal Nagar,
S. V. Road, Borivili (West)
Mumbai 400 092, India.
Telephone : 56946627 /9892300034
E-mail : shalilsuvarna@yahoo.co.in
Career Overview

Over a decade of in-depth learning, with a proven track record of managing the
Rooms Division aspect of Hotel Operations, including experiences in both city
hotels and resorts.
 Accustomed to working in an environment wherein performance is measured by the
four wheels of growth viz. profitability, cost control, employee and guest satisfaction
 Exposure to planning, strategizing and integrating Rooms Division Operations
alongwith the other operational areas of a Hotel set-up.
 Accountable for the financial and operational performance of major sectors of the
hotel through the implementation of key business functional indicators.
 Systematisation of Business Process in the Rooms Division and implementation of
identified and researched
Best Operating Procedures designed to emulate
international service expectations.
 Adapted to working in a management style, wherein employee and guest satisfaction
experiences are measured and directed by globally recognized auditors viz. J D
Power & Richey.
 Actively involved with the Revenue Management and Business Development Teams
in identifying new businesses, rate and yield management, stimulating existing
relationships, and focused interdepartmental cross-selling.
 Firm believer in training with hands-on involvement in developing and conducting
various training programs at different levels to achieve, standardise and sustain high
levels of service efficiency and effectiveness.
 Capable of mentoring, managing and directing diverse work forces in terms of age,
culture religion and beliefs, and synergising their talents to accomplish desired
objectives.
 While strongly advocating values such as integrity, genuineness and transparency,
firmly believe that the key success to handle career challenges are, by being self
motivated and raising the expectation bar, constantly
Career Development
Mar 01 till date
Le Royal Meridien, Mumbai
Feb 03 onwards
Rooms Division Manager
Mar 01 – Feb 03
Front of House Manager & Customer Services Manager
Managed by Starwood Hotels & Resorts, Le Royal Meridien, Mumbai is a five diamond
awarded property with 171 room, classified 5 star deluxe, catering to the upper up-scale
business traveller.
Sept 00 till Mar 01
Berjaya Mahe Beach Resort – Seychelles
Front Office Manager
Berjaya Mahe Beach Resort is a 173 room first class beach resort with all the rooms
having a spectacular ocean view. It is part of the Malaysian based Berjaya Group of
Hotels which owns and operates hotels in ten countries around the world.
Apr 99 - Aug 00
Hotel Marine Plaza – Mumbai
Jan 97 - Feb 98
Front Office Manager
Hotel Marine Plaza is a 68 room five star fashionable boutique hotel and a member of
the Small Luxury Hotels of the World. It is the flagship property of the Sarovar Park
Plaza Hotels and Resorts which operates and manages about 27 hotels all around India.
Mar 98 - Mar 99
The Regent, Mumbai
Front Office Manager
The Regent, Mumbai is a 508 room Luxury Hotel, under license with Regent
International Hotels, USA. It was a pre-opening, project exposure
Feb 96 - Dec96
Majorda Beach Resort – Goa
Front Office Manager
Majorda Beach Resort is a 120 room 5 star deluxe beach resort, sprawled over an area of
22 acres of land overlooking the sea. It is widely recognized for its exquisite gardens and
indoor, outdoor swimming pools.
Jul 95 - Jan 96
Club Corporation International
Club Corporation International was a consulting group involved in developing hotels,
from the project stage to the opening stage, with Turn-Key Project and Management
teams who were solely responsible to ensure smooth start-up operations between the
pre-opening and the opening phase.
Holiday Inn Gem Park, Ooty
Front Office Manager
Crystal Creations India, Coimbatore Manager – Operations
Nov 89 – Jun 95
The Ambassador – Mumbai
Receptionist, Assistant Manager – Front Office
A 4 star 120 room landmark hotel in town with a revolving restaurant on the top, the
property was well established for its well-liked restaurants, bar and coffee shop.
Career Education
1994-96
1993-94
1991-92
1989-90
1988-89
1984-87
Masters in Business Administration – Marketing
Newport University , USA.
Post Graduate Diploma in Hotel Administration
Institute of Hotel Management, Mumbai
Certificate Course in Food Service Management
Institute of Hotel Management, Mumbai
Post Graduate Diploma in Front Office Management
Institute of Hotel Management, Mumbai
Post Graduate Diploma in Business Management
Indian Institute of Marketing and Management
Bachelor of Science – Chemistry
Mumbai University
Training
1994
1998
1999
Train the Trainer Program – Pre-opening training program for all
Heads of Departments, Holiday Inn – Ooty.
Management Training Program - Pre-opening training program for all
Heads of Departments, The Regent Mumbai.
Training on Central Reservation Systems “TRUST” – Program
conducted in Singapore to understand the practise of CRS. Included
essentials of “Revenue Management “
Citation
Recipient of the prestigious FHRAI (Federation of Hotel & Restaurants of India- apex
hotel association in India) Awards – All India level.
 Young Hotel Manager of the Year 2002 – Runner Up
 Young Hotel Front Office / Rooms Division Manager of the Year 2004
Professional Development Program – Cornell University (Hamburg)


Strategic Hospitality Management
Strategic Marketing for Hotel Industry
Certification
Currently enrolled with AH&LA for the Certified Rooms Division Executive (CRDE)
certification program, exams pending
Personal Details
Date of Birth
Marital Status
Computer Skills
Hobbies
References
11th October 1967
Married – 2 children (5yrs & 4 mon)
MS – Office, Presentation Skills
Front Office Systems – Fidelio and Fortune
Fitness enthusiast, Sketch drawing, listening to music, trained in
martial arts
Available on request
Employment in Detail :
Le Royal Meridien, Mumbai
 Responsible for Rooms Division, stand-in for the General Manager in his
absence and part of the Executive Committee, responsible for stirring the hotel’s
operations forward and realizing budged Rooms Profitability and GOP figures.
 Hotel Champion to propagate Le Meridien’s Global Programs viz. ;
Commitment to Excellence, Welcome Charter & Metrics and Measures
alongwith the implementation of the Business Process.
 Responsible in powering the spirit of Customer Services, in the entirety of the
hotel and achieving J D Power Luxury Average Scores
 Key Initiatives – Guest Room Quality Drive Program (quality room), Keep in
touch Program (continuous guest contact), Guest Complaint Tracking and
Redressal (complaint handling), Guest Feedback Analysis (bringing in change),
Guest Tracking System (in-house guest contact and revenue per guest).
 While working closely with the Revenue Management Team in-terms of
Business Development and Revenue Enhancement achieved a year round
occupancy of 98 %, the foremost in the city and highest Revpar in the area.
Berjaya Mahe Beach Resort
 Worked closely with the marketing team in repositioning the hotel as a
conferencing hub. This gave a major thrust to the hotel’s existing revenues. The
average occupancy levels increased by about 30 %.
 Conference Co-ordinator for all residential conferences and workshops. It
entailed business negotiations, logistics of organising the event and issues related
to billing and final payments.
 Identifying new markets viz. South African, Russian and Spanish, alongwith
establishing new businesses from Cruise Ship day use movements and week end
packages for the local citizens.
 Involved with the Unit Sales Manager and the Group Sales Manager to finalise
rate contracts with Overseas Tour Operators.
 Complete relaunch of the hotel’s discotheque “Cococabana”. Was also
responsible for its marketing, membership and operations.
 Rejuvenated the sagging guest dealing mechanism. Feedback showed guest
satisfaction levels rise by a whopping 70 % in terms of the service delivery
process.
Hotel Marine Plaza – Mumbai
 Managing average occupancy levels of about 92 % – 95 % and a commendable
Average Rate of USD 200.
 Additional responsibilities of Business Centre, Health Club and Hotel Security.
 Personalisation of services translated into a tremendous amount of repeat guests.
They amounted to about 65% -70% of the daily arrivals.
 Co-ordination of complete hotel operations as a stand-in for the General
Manager in his absence, during the second tenure.
The Regent, Mumbai
 Entire set up including recruitment of Front Office, Switchboard, Reservations,
Bell services, Airport Services, Concierge and Butler Operations
 Implementation of facilities management, systems, procedures and software
installation.




Compiled Standard Operating Procedures Manual, in compliance with “Richey”
fundamentals.
Comprehensive training program for the entire department.
Introduction of new service concepts to transform routine chores into delightful
guest experiences.
Involved in structuring the Yield Management Process.
Majorda Beach Resort – Goa
 Assisted the General Manager in re-negotiating Charter Contracts.
 Introduced Guest Satisfaction Program – Complaints reduced drastically leading
to tremendous positive service feedback.
 Handled unit sales as an additional responsibility. Identified new market segments
as in, Delayed Flight Business and Spill Over Business from other hotels.
Club Corporation International
 Holiday Inn Gem Park, is a 103 room hill resort under licence with Holiday
Inn Hotels Worldwide. While taking on the assignment the hotel was in the preopening phase, with only 45 operational rooms. The project was time over-run,
and sell out conference bookings had already been committed. I was entrusted
the job of handling a difficult scenario of retrieving the balance rooms from
projects under severe time constraints.
 Crystal Creations India, were handling the COCONUT GROVE project in the
textile city of Coimbatore. This city was short of hotels with international
standards. The project was spread over an area of 38 acres and encompassed a 80
room boutique hotel, 160 apartments, shopping mall, sports complex, food court
and a club. The job entailed extensive market research to check the markets
sentiments on the project.
The Ambassador – Mumbai
During my tenure acquired, learned, practised and fortified the basic fundamentals of
Front Office Operations and Night Audit Process. Exposure to handling routine and
unusual guest related situations, to the satisfaction of both, the management and the
guests, built within me the required confidence to take up higher responsibilities.