Neelesh Narayan
Hospitality
Allen,TX
Summary
Knowledgeable Dir. of Operation with over 20 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Director of Operations
Residence Inn Marriott
Bala Cynwyd, PA
09.2022 - Current
- Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures.
- Managed day-to-day operations of a large staff in multiple departments.
- Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
- Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
- Delegated work to staff, setting priorities and goals.
- Enhanced customer service and satisfaction through policy and procedural changes.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Recognized employees for demonstrating excellent service resulting in increased company morale.
- Organized and oversaw work schedules of departmental managers.
- Ensured compliance with applicable laws, regulations, industry standards.
- Prepared detailed reports outlining operational results on a regular basis.
- Contributed to organizational strategic direction to improve products and services.
- Provided leadership and guidance to subordinate managers and supervisors.
- Monitored progress by establishing plans, budgets and measuring results.
- Directed the operations and logistics of a multi-million dollar business.
- Analyzed financial data to make informed decisions on cost savings initiatives.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Set goals and expectations for direct reports using performance review process, holding staff accountable.
- Reviewed contracts with vendors to ensure compliance with regulations and terms and conditions.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Improved GSS scores of hotel from 72% to 81% from previous year.
- Improved Brand Standard score from 74% to 94.5% from previous year.
Assistant General Manager
Springhill Suites By Marriott
Quakertown, PA
02.2022 - 10.2022
- Maintained accurate records of employee attendance, payroll information, sales figures.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Oversaw efforts to update computer systems with pricing and specials for optimal recordkeeping.
- Prepared staff work schedules and assigned team members to specific duties.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Implemented campaigns and promotions to help with developing goods and services.
- Supported annual profit goals by streamlining processes and improving staff knowledge of optimal procedures.
- Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Collaborated with other departments within the organization to coordinate projects.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Met business targets with streamlined operations strategies.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Analyzed financial data and prepared reports for senior management.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Oversaw payroll preparation and administration for staff.
- Motivated and led team members to work together to achieve targets.
- Achieved cost-savings by developing functional solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Front Desk Agent
Homewood Suites
Willow Grove, PA
03.2021 - 08.2022
- Performed all tasked of Front Desk Agent from previous job to Hilton Standard
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Wrote and maintained incident reports, daily activity logs and other documents as requested by management.
- Supervised daily operations of hotel front desk in absence of manager.
- Verified accuracy of room rates and other charges during check-in process.
- Assisted guests at check-in, providing information on various services within hotel.
Operations Manager
Courtyard by Marriott
Lansdale, PA
11.2017 - 01.2020
- Monitored resource use to achieve set goals within budget constraints.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Managed scheduling, training and inventory control.
- Implemented successful business strategies to increase revenue and target new markets.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Developed and implemented operational procedures to ensure quality standards are met.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Developed key performance indicators to measure effectiveness of operational processes.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Reviewed production costs and product quality and modified inventory control programs to maintain and enhance annual business plan.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Monitored progress by establishing plans, budgets and measuring results.
- Addressed customer concerns with suitable solutions.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
Operations Supervisor
Courtyard by Marriott
Valley Forge, PA
07.2010 - 10.2017
- Monitored staff performance and provided feedback for improvement.
- Developed work plans and schedules for employees to facilitate adequate staffing for service requirements.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Prepared reports on operational performance metrics and presented them to management team.
- Reduced process lags and trained team members on best practices and protocols.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Maintained accurate records of employee attendance and performance reviews.
- Evaluated and reported on department metrics to upper management.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Guided employees in handling difficult or complex problems.
- Built and developed employee talent to drive engagement, resulting in advancement within company.
- Worked with cross-functional teams to achieve goals.
Housekeeping Supervisor
Courtyard by Marriott
Valley Forge, PA
02.2008 - 07.2010
- Analyzed data collected from surveys or reports in order to identify areas needing improvement in terms of cleanliness or service delivery.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Sustained safety protocols to support proper and cost-effective equipment and material usage.
- Provided feedback on employee performance, identifying areas of improvement while recognizing successes.
- Conducted regular inspections of all guest rooms, hallways, lobbies, restrooms, elevators, stairwells, laundry facilities and other common areas.
- Reviewed employee performance and devised improvement plan to achieve goals.
- Scheduled employees' shifts according to occupancy levels at the hotel.
- Delegated work to staff, setting priorities and goals.
- Prepared work schedules for associates to promote proper staffing levels.
- Communicated with maintenance team on damages to repair.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Checked inventory for required supplies and made lists for needed cleaning products.
- Collaborated with multiple departments to maximize workflow and efficiency.
Night Auditor
Courtyard by Marriott
Valley Forge, PA
04.2005 - 02.2008
- Performed same tasks as a Front Desk agent, in addition to duties as follows.
- Completed end-of-day reconciliations of cash drawers and credit card transactions.
- Kept records of room availability and guest accounts, manually or using computers.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Assisted with the preparation of daily bank deposits for all departments within the hotel.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Documented wake-up requests and set up automatic calls in system.
- Ran end-of-day computer functions and closed out reports, submitting details to [Job title] for review.
Front Desk Agent
Courtyard by Marriott
Valley Forge, PA
03.2002 - 04.2005
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Input customer data into reservation systems and updated to reflect room changes.
- Greeted, registered and assigned rooms to hotel guests.
- Kept accurate records of guest transactions.
- Collaborated with colleagues to ensure smooth operations of front desk area.
- Resolved customer complaints promptly and courteously.
- Assisted with check-in and check-out procedures for guests.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Managed cash drawer responsibly throughout shift.
Education
Some College (No Degree) - Gerneral
City Colleges of Chicago - Wilbur Wright College
Chicago, ILSome College (No Degree) - Hotel Management
Montgomery County Community College
Blue Bell, PASkills
- Strategic Planning and Execution
- Strategic Planning
- Risk Mitigation
- Leadership Training
- Quality Assurance
- Financial Controls Implementation
- Performance Analysis
- Cost Control
- Performance Improvement
- Schedule Management
- Data Analysis
- Business Forecasting
- Customer Service Management
- Sales Tracking
- Operations Management
- P&L Administration
- Purchasing and Planning
- Customer Relations
Affiliations
- Woodworking
- Novice House Builder
- Community Center Volunteer
Accomplishments
- Three Marriott Excellence Awards
- Nominated for Employee of the year multiple times
Certification
- RAMP certified
- Managerial ServSafe certified
Timeline
Director of Operations
Residence Inn Marriott
09.2022 - Current
Assistant General Manager
Springhill Suites By Marriott
02.2022 - 10.2022
Front Desk Agent
Homewood Suites
03.2021 - 08.2022
Operations Manager
Courtyard by Marriott
11.2017 - 01.2020
Operations Supervisor
Courtyard by Marriott
07.2010 - 10.2017
Housekeeping Supervisor
Courtyard by Marriott
02.2008 - 07.2010
Night Auditor
Courtyard by Marriott
04.2005 - 02.2008
Front Desk Agent
Courtyard by Marriott
03.2002 - 04.2005
Some College (No Degree) - Gerneral
City Colleges of Chicago - Wilbur Wright College
Some College (No Degree) - Hotel Management
Montgomery County Community College
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