Neil James

Neil James

Rooms Division Manager at Courtyard by Marriott Surat
Lives in Surat, India
over 6 months ago

Join Hosco and view Neil's full profile, it's free !


As a Hosco member, you will:
  • Make yourself visible to thousands of companies in the hospitality industry'
  • Join a community of 180'000+ students and professionals
  • Learn more with new articles & videos every week on hosco.plus
Join us

Privileged to have been associated with the most reputed Indian and International hotel companies such as Marriott Hotels and Resorts, Starwood Hotels & Resorts ,IHG and Grown with core competency of Rooms having gained expertise in various hotel departments over the years.

Key competencies
• Operational Excellence Sustainability
• Hotel Opening ( New Builds/Critical Path)
• Training Development (Certified Talent Development Leader/Administrator skill
set
• Sales & Marketing
• Loyalty and Guest Satisfaction Leadership
• Audit Compliance (Brand and Operations)
• SPA setup and operations
• Experiential activity center/Kids Club
• Loyalty Program Leader
• Revenue Management
• Energy conservation

Performance Acknowledgements:

Achieved Highest Loyalty Medallia Scores for a Courtyard By Marriott in Asia Pacific for the year 2018 out of 55 hotels (Courtyard By Marriott, Surat)
Recognized by Courtyard by Marriott, Surat with Bill Marriott Certificate for Guest Loyalty
Team won the MRW Group enrollment challenge 2018
BSA Champion for Courtyard By Marriott, Surat (Passed Audit with 98.1)
Le Meridien Kochi - Won Best Department and Team of the year for 2 consecutive back to back years 2016 and 2017 (Under the Leadership of 2 separate General Managers)
Received Appreciation from regional Marriott Team and Le Meridien Kochi for putting in place upsell program for hotel revenue with crossing 2100000 PA
Appreciation Pin and certificate from VP Asia Marriott for excellence in loyalty (Living Loyalty)
Nominated shortly post joining for Excom Track for Marriott to retain and grow to the next level
Awarded and Recognized at from Four Points By Sheraton, Pune for Guest Relations initiative in the year 2011-2012.

Experience

  • Rooms Division Manager

    Courtyard by Marriott Surat - Surat, India

    Rooms division
    March 2018 - Now · 11 months

    Managing and Leading operations of Housekeeping, Front Office, Loss Prevention, IT with a team of 45 members. Function as one of the primary strategic business leader of property responsible for all aspects including Guest and Employee statisfaction,Human Resources, Financial Performance,sales and revenue generation and delivering a return on investment to Owners and Marriott. Stay current with industry and market trends and monitor opportunities Interim DOS and helped crack key accounts to create the fixed LS business ( Spicejet, Shell, LNG Hazira, GCA)accounting to 15 % of the inventory. Maintained a steady and improving Balance score card for Marriott Guest voice scores above target given by Marriott (Intent To Recommend – 81.6), Trip Advisor Driven with improvement in capture and driven positive feedbacks. Training Goals for Department in positive of Balance score card of Marriott Loyalty program MRW Driven successfully with 98% email capture ratio and on target enrollments month on month to win Group and enrollment challenge 2018. Mod revenue for Transport, Laundry driven to get better results. Staff attrition below Marriott BSC for hotel. BSA champions role led to successful passing with 98.1 %. Focused approach on inventory led to increase in occupancy from 27% to 36% . Associate engagement activities led to reduced attrition.

  • Front Office Manager,Excom Director of Rooms

    Le Méridien Kochi - Kochi, India

    Rooms division
    March 2016 - March 2018 · 2 years and 2 months

    Managing and Leading operations of Front Office, SPA, Business Arcade with a Team of 32 Team member’s current focus on Housekeeping operations and working on key skill area of Housekeeping as a Excom. Maintained a steady and improving Balance score card for Marriott. Guest voice scores above target given by Marriott. Trip Advisor Driven with improvement in capture and driven positive feedbacks Up sell initiated program initiated for hotel, given above target up sell revenue last year, and currently worked on higher targets and on target to achieve goals Training Goals for Department in positive of Balance score card of Marriott Loyalty program (spg) Driven successfully with 98% email capture ratio and on target enrollments month on month PNL (Mod revenue for SPA, GYM, TRANSPORT driven to get better results comparative to last financial) Staff attrition below Marriott BSC for hotel Employment Engagement survey closed at 99 % Passed BSA Audit 2 consecutive years 2016 and 2017 Won Best Hotel team for the year 2016 and 2017 Le Meridien Kochi Won the award for Accountability year 2016 Le Meridien Kochi Successfully worked towards integration of Marriott Starwood

  • Front Office Manager

    Le Meridien Mahabaleshwar - Mahabaleshwar, India

    Rooms division
    December 2014 - December 2015 · 1 year and 1 month

    Managing and Leading operations of Front office, SPA, Kids Club heading and recreation and activity center with a team of 40 employees. Preopening experience of managing Housekeeping (Opening HOT) procurement of OS&E. Putting in place Brand Standards and Brand program and processes in place. Responsible for the leading of Loyalty program – Starwood preferred guest. Preopening exposure with management of NBT critical path. Launched the NextGen service culture. Coordinate with Regional and APAC teams to put Brand Standard Big 5s in place. Management of entire OS&E Housekeeping in coordination with Projects. Introduced Key Initiatives as Revenue Generators : Resort walks experience for guests with complete introduction and information about trees and animal species. Forest Dinning Experience worked with F&B Director for dining experience, guests in group of 10 plus members with Bonfire and grill. Explore SPA experience with room package at check in as an up selling initiative. Evening Experience at the grand staircase for guest with evening happy hours. Activity Center Weekly Chart with activities like treasure hunting, water polo, magic show, palm reading etc.

  • Assistant Front Office Manager

    Holiday Inn Dubai - Dubai, United Arab Emirates

    Front Office reception
    January 2013 - October 2014 · 1 year and 10 months

    Leading a team of 18 employees with multicultural diversity Managing Roasters and working on team succession plans and training needs In charge of Process implementations and advancements Responsible for the Loyalty program – IHG Rewards Club Introducing and working on new revenue generating strategies Managing Front Office, Guest Relations, Concierge and Valet Handling key accounts and doing Business Development for new accounts Executing checks by performing property rounds In charge of budget controls and maintaining competitive set analysis Working on Reservations and liasoning with TA

  • Deputy Front office Manager

    Four Points By Sheraton - Pune, India

    Front Office reception
    December 2010 - November 2012 · 1 year and 12 months

    Part of the Pre-Opening team first hand learnt department management and operations Responsible for SPG Loyalty Program Analyzing existing operational processes to suggest improvements and process modifications to enhance productivity and profitability Organizing and conducting practical and theoretical training programs Responsible for budgeting and monthly re-forecasting of Revenue & Cost Relationship management across departments, ensuring smooth business operations Analyzing market & occupancy trends and monitoring the business of competition Working on Succession Plan for employees in the department Managing Guest History System and effectively using guest profiles to reward guests Sales calls and creating effective package promotions

  • Assistant Front Office Manager

    Royal Orchid CentralPune - Pune, India

    Front Office reception
    October 2009 - October 2010 · 1 year and 1 month

    Part of the Pre-Opening team Managing Guest History System and effectively using guest profiles to reward guests Organizing and conducting practical and theoretical training programs Maintaining Roaster of team Working on guest feedback system and trip advisor compset data collection and analysis

  • Duty Manager

    St Laurn Business Hotels - Pune, India

    Front Office reception
    September 2008 - September 2008 · 1 month

    Part of the Pre-Opening team Daily operations of department,check in and check outs collecting guest reviews Managing Guest History System and effectively using guest profiles to reward guests Organizing and conducting practical and theoretical training programs Maintaining Roaster of team Working on guest feedback system and trip advisor

  • Front Office Executive

    Central Park - Pune, India

    Front Office reception
    July 2007 - July 2008 · 1 year and 1 month

    Daily operations of department,check in and check outs collecting guest reviews Managing Guest History System and effectively using guest profiles to reward guests Organizing and conducting practical and theoretical training programs Maintaining Roaster of team Working on guest feedback system and trip advisor

  • Hotel Operations Trainee

    Central Park - Pune, India

    Front Office reception
    January 2007 - July 2007 · 7 months

    Front Office Training Check in and Check out Front Office processes

  • BPO Associate

    Care Principium - Pune, India

    Back Office
    July 2005 - December 2006 · 1 year and 6 months

    Calls Management and Training

Education

  • Post Graduation in Hospitality Management

    Metropolitan Institute of Hotel Management - Pune, India

    July 2004 - July 2005

    Post Graduation in Hospitality with keen attention to Front office operations

  • Bachelor Of Commerce

    Pune University - Pune, India

    July 2001 - July 2003

  • Ecommerce Applications programmer

    NIIT - Pune, India

    January 2001 - January 2002

Languages

  • English
    Native or fluent
    100%
  • Marathi
    Professional working
    60%
  • Hindi
    Professional working
    60%
  • Arabic
    Limited working
    40%

Skills

  • Hotel housekeeping
  • Opera
  • Profit and loss analysis
  • Rooms
  • Strong guest care

Other

  • External Examiner

    Auro International University

Following
Hosco
Geneva, Switzerland
Other members
Arun Rawat
Colva, India
Aakash Singh
Mumbai, India
Firoz Alam
Mumbai, India
Rishikant Sharma
Dehradun, India
View 83564 members