CLIFFORD ROZARIO
Nagpur M.H.
Summary
Dynamic hospitality and tourism professional with over 22 years of international experience in luxury hotel operations, tourism management, sales, guest services, and front office leadership across Dubai, Oman, India, and the UK. Proven track record of managing operations, leading multicultural teams, driving sales performance, and delivering world-class guest experiences within renowned hospitality brands including Burj Al Arab.
Experienced in overseeing daily hotel and tourism operations, front office management, guest relations, concierge services, transportation coordination, event management, and business development. Strong ability to lead operational teams, improve service standards, maximize revenue opportunities, and maintain exceptional customer satisfaction.
Recognized for professionalism, leadership, and operational excellence, including receiving the “Certified Concierge of the Year” award and appreciation from the office of H.H. Dr. Sheikh Sultan Bin Khalifa Bin Zayed Al Nahyan for outstanding VIP guest service and itinerary management.
A results-driven leader with expertise in operations management, sales strategy, front office administration, team development, staff training, compliance, and client relationship management. Skilled in Opera PMS, customer service excellence, problem resolution, and strategic planning, with a strong ability to build high-performing teams and support organizational growth in competitive hospitality environments.
Overview
42
42
years of professional experience
1
1
Certification
Work History
Front Office Manager
Jungle Homes Tadoba Wilderness Lodge
Tadoba M.H., India
04.2026 - Current
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Organised staff rosters to ensure adequate coverage during peak times while optimising labour costs.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Coordinated seamless check-in and check-out processes, minimising guest wait times and enhancing satisfaction.
- Oversaw the management of the front office budget, carefully controlling expenses and optimising resources.
- Conducted regular staff meetings to share updates, gather feedback, and foster a culture of teamwork and continuous improvement.
- Managed telephone and switchboard operations for timely call handling.
- Established clear procedures for team work, document tracking and data reporting.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Recruited new team members for vacancies using online job boards.
- Represented the hotel at industry events and conferences, networking with peers and staying abreast of hospitality trends.
Sales & Operations Manager
Tour Dubai Tourism L.L.C.
Dubai
10.2015 - 04.2026
- Assisted in staff management to ensure smooth operations.
- Monitored daily bookings for all venues to maintain accurate records.
- Helped coordinate safety protocols as directed by authorities.
- Provided support in implementing sales action plans related to marketing areas.
- Aided in maintaining professional relationships with clients and hotels.
- Contributed to identifying potential accounts in the market.
Operations Manager
Grand Solitaire Hotel
Hyderabad
09.2014 - 01.2015
- Facilitated effective communication between unit staff and organisational leadership to minimise miscommunications and missed deadlines.
- Supported identification and resolution of unsafe or ineffective practices.
- Assisted in the enforcement and optimisation of internal policies to enhance responsiveness to demands.
- Contributed to the development of processes aimed at enhancing long-term business success and profitability.
- Collaborated with vendors and suppliers to manage and budget effectively.
- Reviewed shift reports to gain insights into current numbers and trends.
Team Leader
Burj Al Arab
Dubai
09.1999 - 03.2011
- Curate bespoke itineraries for celebrities and VIP clients, ensuring tailored experiences that exceed expectations.
- Helicopter booking from Burj Al Arab helipad (scenic tours and transfers from the airport to the hotel, and return).
- Proficient in Opera PMS (Property Management System) – updating guest profiles, billing, and adding traces.
- Private jets booking and Commercial airlines ticketing (Endorsement, refunding, rerouting)
- Excursions bookings such as: safaris and city tours
- Supervising bellboys, bell captain, Doorman and Valet parkers.
- Providing the latest updates about what's happening in Dubai in terms of tourist activities major events, concerts, restaurants, hotels and sports activities.
- Replying guest emails and telephone inquiries.
- Handling transportation during busy operations whenever the supervisors required.
- Relieving the transportation supervisors for their breaks during busy operations.
- Resolving guests' complaints and feedback.
- Adhere to company credit to ensure that all revenue expected will be received.
- Responsible of making colleague Duty roster and vacation plan.
- Assisting the Chief Concierge for monthly training program.
- Conducting Performance Appraisal (monthly/quarterly/annually) for fellow colleagues.
- Providing training to new comer as well as cross trainee.
- Ensuring the Valet Parkers are booked as per the requirements.
- Up keeping the record of Public Holidays/Lieu days for fellow colleagues.
- Acknowledging Guest Email/Fax on time with regards to their enquiries.
- Handling transportation arrangements for our guests.
- Have received many positive guest comments, such as satisfaction with my service delivery, as well as many appreciation letters from Senior Management.
- The World's Most Luxurious Hotel, 202 All-Suite Hotels
- Successfully completed the ‘Creating Ultimate Experiences’ training programme at Burj Al Arab, January 2010.
- Received 10 Years Service Award from Burj Al Arab in September 2009.
- Received a letter of Appreciation from the office of H.H Dr. Sheikh Sultan Bin Khalifa Bin Zayed Al Nahyan office in July 2008 for arranging various itineraries during the stay of the CEO of the Ruling Office.
- Attended the Concierge Quiz in 2004, held by Dubai Tourism and Commerce Marketing (DTCM).
- Participated in the Luxury Lifestyle Concierge – Editorial ‘Concierge Magazine Dubai'.
- Total work experience in India, the UK, Muscat, and Dubai – 22 years in the hotel industry.
Bell Captain
Radisson Hotel
New Delhi
02.1997 - 09.1999
- To Organize Departmental Training Program Ensuring the upkeep and proper handling of Bell desk.
- Responsible of making colleague Duty roster and vacation plan.
- Ensuring filling system is maintained as per various files established.
- Safeguarding guest luggage & follow up on them for delivery.
- Assisting the Guest in order to anticipate their needs.
- Up keeping the record of short term and long-term storage luggage.
- Making sure that hotel standard is followed up by fellow colleagues.
- Assisting bell boys with baggage's during high occupancy.
- Attending to the department daily briefings.
Bell Boy
Holiday Inn
Muscat
10.1993 - 03.1996
- Ensuring the upkeep and proper handling of luggage and luggage room.
- Ensuring filling system (Bell Errand & Newspaper record) is maintained as per hotel standard.
- Relieving the Bell Captain for their break time.
- To look after guest luggage & follow up on them for delivery.
- Assisting the Guest to anticipate their needs.
- Up keeping the record of short term and long-term storage luggage.
- Responsible of delivering guest luggage/fax/messages to the room.
- Five Star, 123 Bedrooms
Bell Boy
Royal Abjar Hotel
Dubai
06.1992 - 09.1993
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Responded immediately to any guest requests or concerns and promptly resolved issues.
- Explained important features of guest rooms to travelers.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
Bell Boy
Holiday Inn Crowne Plaza
New Delhi
07.1987 - 05.1992
- Five Star, 210 Bedrooms
- Provided guests with detailed information about hotel amenities, local arts and culture and dining options to enhance travel experience.
- Maintained clean and tidy appearance in reception, waiting areas and hallways to comply with best practices and quality standards.
- Immediately responded to guest concerns and requests to resolve issues and support smooth and positive communications.
- Explained operation of TV remote, heating and cooling system and WiFi access for guests to understand and access hotel room features.
- Supported customers with special needs following company guidelines.
Sales Assistance
Nose Cash & Carry Warehouse
London
01.1984 - 05.1987
- Keeping a par stock of the items like Wines & Spirits.
- Responsible of handling daily float and cash transaction.
- Assisting store manager with regards to product update.
- Responsible of maintaining a relation with suppliers and vendors.
- Taking daily inventory to make sure the proper count of the products and items.
- Making sure all documentations are done as per company policy and procedure.
Education
Higher Secondary Certificate -
U.P Board
IndiaSenior Secondary Certificate -
U.P Board
IndiaSkills
- Microsoft Office Applications
- Hotel management software proficiency
- Problem anticipation and resolution
- Guest relation management
- Staff management
- Employee training
- Front office operations
- Booking management
- Customer service
- Budget oversight
- Conflict resolution
- Safety compliance
- Reservation handling
- Relationship management
- Office management software
Certification
- Creating Ultimate Experiences, Burj Al Arab, 2010-01-01
- Letter of Appreciation, H.H. Dr. Sheikh Sultan
- Certified Concierge of the Year, Burj Al Arab, 2009-01-01
Accomplishments
- Assisted with creating innovative engagement proposals that were memorable to couples and loved ones.
- Worked closely with management and carpenters to create an office space that was brighter and helped to improve overall productivity for front desk personnel.
- Created continuous revenue streams for the hotel by promoting an array of services to guests and clients including spa, salon, upscale restaurants and the casino.
Languages
English
Hindi
Countries Worked
- India
- UK
- Muscat
- Dubai
Personal Information
Total Working Experience: 39 years
Timeline
Front Office Manager
Jungle Homes Tadoba Wilderness Lodge
04.2026 - Current
Sales & Operations Manager
Tour Dubai Tourism L.L.C.
10.2015 - 04.2026
Operations Manager
Grand Solitaire Hotel
09.2014 - 01.2015
Team Leader
Burj Al Arab
09.1999 - 03.2011
Bell Captain
Radisson Hotel
02.1997 - 09.1999
Bell Boy
Holiday Inn
10.1993 - 03.1996
Bell Boy
Royal Abjar Hotel
06.1992 - 09.1993
Bell Boy
Holiday Inn Crowne Plaza
07.1987 - 05.1992
Sales Assistance
Nose Cash & Carry Warehouse
01.1984 - 05.1987
Higher Secondary Certificate -
U.P Board
Senior Secondary Certificate -
U.P Board