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Performance-driven leader with extensive experience leading hotel operations and delivering excellent service to all guests.
Expertise in fostering congenial relations with customers, management and staff to positively influence profitability. Excel at motivating teams to improve performance, accomplish defined goals, and continuously exceed management and guest expectations. Deft at gathering and analysing data, identifying opportunities for improvement, and developing strategic plans to improve hotel operations in pursuit of competitive edge. Skilled at creating and instituting organisational programmes and systems that bolster employee skills and increase employee/client retention.
21 years and 2 months
Director Of Operations
Hilton Hotels & Resorts - Marsa Alam, EgyptManagementDecember 2017 - January 2019 · 1 year and 2 months
Lead operations of 400-room hotel and provide leadership to rooms division, food & beverage, engineering, and security. Leverage strategic planning and contribute towards organisational, policy, and procedural development to accomplish operational and financial targets while achieving guest satisfaction. Foster guest-centric culture, guide departmental heads and team members, also administer guest feedback programmes to improve service delivery standards. Forecast revenues and accordingly align all business activities. Deliver environmental commitments, manage HACCP programme, and ensure safe, secure, and healthy environment for guests as well as colleagues. Identify skillset gaps through training need assessment and accordingly deliver customised trainings sessions. • Achieved number one food and beverage satisfaction and loyalty tracking (SALT) score out of seventeen Hilton hotels in the region. • Achieved Hilton Brands Awards 2018 (Make It Right – Highest SALT) for Europe, Middle East and Africa for offering greatest customer experience. • Achieved Hilton’s Highest Cleanliness Score for Guest Rooms/Suite in the region and Hilton’s Top Hotel (Middle East & Africa) – Problem Resolution award for 2018. • Enhanced hotel rating on TripAdvisor from number 15 to number 5 from total of 65 hotels by systematically implementing new strategies and improving customer service. • Devised and enforced goals for Head of Departments to sustain high customer service scores while raising overall experience performance score to 90.08% against target the of 88% for 2018.
Director of Operations
Empire Hotel & Country Club - Jerudong, BruneiManagementApril 2012 - January 2017 · 4 years and 10 months
Spearheaded team of service professionals and led operations of club with eight restaurants, large conference centre, 520-room hotel with 18 holes Jack Nicklaus signature golf course, spa, five pools and large sports facilities. Designed and developed highly effective promotional initiatives for hotel by co-ordinating with marketing and revenue team. Assured seamless operations of catering convention sales and banqueting department with 15 meeting rooms and Grand Ballroom with seating capacity of 1700 individuals. Enforced new operating policies and procedures as per international benchmarking analysis Leading Quality Assurance (LQA). Scheduled employees for smooth club operations, also leveraged digital marketing for food and beverage outlets and repositioned outlets to attract and gain business from non-hotel markets. • Secured score of 89% for food and beverage and 90% for rooms division during six inspections by designing and developing policies, procedures, and training programmes. • Conceptualised and transformed formal dining room into modern Mediterranean restaurant and the beach restaurant into top calibre two in one ocean side seafood restaurant, maximising generation of F&B revenue. • Improved profitability of food and beverage department by 7.8% by critically analysing P&L data, annual budget, financial reports, as well as forecasts and accordingly aligning business activities. • Formulated packages as per different market segments by incorporating relevant themes, service, and corresponding menus and increased Chinese wedding business by 18% and corporate segments by 23%.
Food and Beverage Manager
Hilton Baynunah and Hilton Corniche - Abu Dhabi, United Arab EmiratesF&B serviceFebruary 2010 - March 2012 · 2 years and 2 months
Delivered memorable service experience to all guests by delivering excellent food and beverage service to two hotels. Ideated and established a F&B outlet with two dining rooms, focused on enhancing food quality and improving service delivery, and gained customer loyalty while increasing guest return rate and local patronage. Assessed professional development requirements of employees and accordingly created training programme to support succession planning and talent management requirements of two hotels. Oversaw design and development of food safety policy and devised critical control point for HACCP compliance. • Achieved an average score of 85% for the Hilton’s Quality Audit processes by ensuring Hilton brand strategy, policies, and product and service standards compliance. • Increased hotel’s Food and Beverage SALT scores by an average of 5 to 8%.
Assistant Director of Food & Beverage
Four Seasons Maldives at Landaa Giraavaru - Malé, MaldivesF&B serviceJuly 2007 - January 2010 · 2 years and 7 months
Spearheaded the pre-opening and implementation of HAACP, food safety and hygiene inspections, including external health and safety standards audits. Assessed physical inventories of operating equipment’s and the annual purchasing. Led the team and opened Fuego Grill, increasing the overall F&B average check and guest satisfaction. Achieved higher average checks, increased wine sales and staff retention by upgrading the restaurant’s food and beverage culture. Participated in the environmental and corporate social responsibility programs for local community. • Devised strategic plans for food safety, hygiene, HACCP, and pest control for the annual Four Seasons property audit and raised score achieved to 91% from previous score of 53%. • Recognised for adaptability, achievements and F&B successes through award of “Manager of the Year 2008”. • Reengineered menus in collaboration with Chef that resulted in profit increases of 9% in the first year and additional profits from refinements in following years. • Coordinated with executive chef and spa team, developing Ayurvedic dosha-specific offerings of food and beverages based on individual’s dosha (vital energy) type. • Increased Richey guest satisfaction survey scores for restaurant from 82.8% to 92.1%.
Four Seasons Resort Langkawi Malaysia - Kuah, MalaysiaF&B serviceOctober 2004 - July 2007 · 2 years and 10 months
Pre-opening manager, contributed leadership for the restaurant team while directing all recruitment, innovative menu design, positioning ideas, business strategy, operational standards and procedures. • Designated trainer for the Four Seasons resort’s wine knowledge program for staff. • Implemented a wine by the glass program using premium varietals with high brand awareness. • Awarded Best Of The Best 2006 by Robb Report Luxury Travel. • Awarded Gallivanter’s Guide “Hotel of the Year” 2007. • Restaurant was Awarded Best Service Restaurant in 2006 and Best Oriental Restaurant in 2007. • Transferred to Four Seasons Resort Maldives as part of company development program.
Shangri-La Hotel Putrajaya - Federal Territory of Kuala Lumpur, MalaysiaF&B serviceNovember 2001 - October 2004 · 3 years
Pre-opening restaurant manager, conducting strategic planning involving concept development, recruitment, menu design, systems and operation standards, procedures and sequence training. • Increased awareness and effectiveness of F&B marketing by the successful execution of gastronomical events, promotions and financial performance. • Introduced unique wine tastings featuring Shangri-La’s preferred wineries. • Implemented Shangri-La’s Food Safety Management System with inspections and trainings.
Assistant Banquet Manager
Shangri-La Hotel, Kuala Lumpur - Federal Territory of Kuala Lumpur, MalaysiaF&B serviceJuly 1996 - March 2001 · 4 years and 9 months
Started my hotel career as a waiter, promoted to captain and later as an assistant manager. • Managing the banqueting with 13 function rooms and a ballroom that seats 1800 people for dining.
Cornell University - School of Hotel Administration - Ithaca, NY, United StatesJune 2001 - July 2001
Anheuser-Busch Professional Development Program and Certification in Food and Beverage Management
Taylor's University - School of Hospitality, Tourism and Culinary Arts - Selangor, MalaysiaFebruary 1992 - July 1996
Associates Degree in Hotel Management and Catering Brevet de Technicien Superieur (L'académie de Grenoble, France)
Native or fluent
Native or fluent
- Budgeting & Forecasting
- Business Administration
- Coaching & Mentoring
- Communication skills
- Hospitality Management
- Inventory control
- Leadership skills
- Luxury Hospitality
- Operations Management
- Performance management
- Process Improvement
- Quality Control
- Strategic Planning
- Strategic Planning and
- Team Management
- Training and Development