BIBIN ELDHOSE
GUEST EXPERIENCE MANAGER
Doha
Summary
Highly experienced Guest Experience & Quality Manager with 12 years of expertise in front office operations,reservation and guest relations, having held positions including Front Office Manager, Reservation Manager,Assistant Front Office Manager, Duty Manager, Front Office Supervisor, and Guest Relation Associate. Proficient in enhancing guest satisfaction, managing quality assurance initiatives, and leading front office teams to deliver exceptional service. Adept at handling guest concerns, improving operational efficiency, and implementing training programs to ensure the highest standards of service and customer experience. Known for strong leadership, problem solving skills, and the ability to drive operational success in a fast-paced hospitality environment.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Guest Experience Manager
Banyan Tree
01.2024 - Current
- Managed the overall guest experience, ensuring all interactions met or exceeded company standards.
- Supported budgeting and cost control while maintaining service excellence.
- Developed strategies to boost guest satisfaction and loyalty through personalized service and feedback analysis.
- Addressed guest inquiries and complaints promptly, ensuring high satisfaction and retention.
- Led and trained front office team, promoting accountability, hospitality, and continuous improvement.
- Acted as Front Office Manager in their absence, overseeing staff, scheduling, and interdepartmental coordination.
- Analyzed guest feedback from surveys and reviews to identify and address service gaps.
- Collaborated with housekeeping and engineering for seamless guest experiences.
- Designed guest engagement programs to enhance satisfaction and brand loyalty.
Guest Experience & Quality Manager
Accor
01.2022 - 01.2023
- Developed quality assurance standards to enhance guest satisfaction.
- Collaborated with department heads to ensure consistent service delivery.
- Trained staff on customer service excellence and guest interaction best practices.
- Created strategies to improve guest loyalty and positive experiences.
- Partnered with marketing to communicate brand standards and service quality.
- Managed quality improvement initiatives to enhance guest experience.
- Led team meetings to foster continuous improvement.
Front Office & Reservation Manager
Magnum Hotel & Suites
01.2019 - 01.2021
- Lead and oversee daily operations of Front Office and Reservations to ensure seamless guest experience from booking to check-out.
- Maximize room revenue through effective rate management, inventory control, and collaboration with Sales and Revenue teams.
- Supervise and train staff, ensuring high performance, guest satisfaction, and adherence to brand standards.
- Manage all reservation channels (PMS, CRS, OTAs), ensuring accuracy in bookings, rates, and availability.
- Handle guest relations, VIP services, complaints, and special requests with professionalism and care.
- Generate and analyze occupancy, revenue, and performance reports to support operational decisions.
Assistant Front Office Manager
Horizon Manor Hotel
01.2017 - 01.2019
- Developed quality assurance standards to enhance guest satisfaction.
- Collaborated with department heads to ensure consistent service delivery.
- Trained staff on customer service excellence and guest interaction best practices.
- Created strategies to improve guest loyalty and positive experiences.
- Partnered with marketing to communicate brand standards and service quality.
- Managed quality improvement initiatives to enhance guest experience.
- Led team meetings to foster continuous improvement.
Duty Manager
Horizon Manor Hotel
01.2016 - 01.2017
- Oversaw daily operations to ensure smooth departmental functioning.
- Resolved guest complaints promptly to maintain high satisfaction.
- Supervised staff to uphold exceptional service standards.
- Coordinated with housekeeping, front office, and maintenance for seamless operations.
- Conducted property inspections to ensure cleanliness and safety.
- Managed emergencies, including medical and security incidents, effectively.
- Reviewed daily reports on occupancy, revenue, and feedback to drive improvements.
Front Office Supervisor
Horizon Manor Hotel
01.2015 - 01.2016
- Supervised front desk operations for efficient guest check-ins and check-outs.
- Resolved guest complaints to ensure high satisfaction.
- Monitored and trained staff for continuous performance improvement.
- Coordinated with housekeeping and maintenance for seamless guest experiences.
- Managed reservations, room assignments, and billing accurately.
- Prepared daily occupancy and revenue reports for management.
- Enforced company policies and standard operating procedures.
Guest Relation Associate
Vivanta by Taj
01.2012 - 01.2015
- Welcomed guests warmly, addressing inquiries to ensure positive first impressions.
- Resolved guest complaints promptly to maintain satisfaction.
- Provided information on hotel services and local attractions to enhance experiences.
- Coordinated with departments to fulfill special guest requests.
- Monitored feedback and collaborated on service improvements.
- Maintained detailed logs of guest interactions for service continuity.
- Assisted with reservations for dining, transportation, and events.
Education
Bachelor of Hotel Management - Tourism
Anna Malai University
TamilnaduHigh School Diploma -
University of Kerela
KerelaSkills
- Reservation Systems Management (Opera, Fidelio, PMS)
- Revenue & Yield Management
- Forecasting & Occupancy Planning
- Guest Satisfaction & Complaint Resolution
- Upselling & Cross-Selling Strategies
- Staff Training, Development & Team Leadership
- Budgeting, Cost Control & Process Improvement
- Channel Management (OTA & GDS Platforms)
- Quality Assurance & Standards Compliance
Disclaimer
I hereby declare that the above mentioned statement is correct and true to the best of my knowledge and belief. Bibin Eldhose
Timeline
Guest Experience Manager
Banyan Tree
01.2024 - Current
Guest Experience & Quality Manager
Accor
01.2022 - 01.2023
Front Office & Reservation Manager
Magnum Hotel & Suites
01.2019 - 01.2021
Assistant Front Office Manager
Horizon Manor Hotel
01.2017 - 01.2019
Duty Manager
Horizon Manor Hotel
01.2016 - 01.2017
Front Office Supervisor
Horizon Manor Hotel
01.2015 - 01.2016
Guest Relation Associate
Vivanta by Taj
01.2012 - 01.2015
Bachelor of Hotel Management - Tourism
Anna Malai University
High School Diploma -
University of Kerela
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