Diya Babu Kuruvilla
Hospitality Professional
Dubai
Summary
Experienced and detail-oriented Reservations and Revenue professional with strong background in customer service and proven expertise in driving booking efficiency and optimizing revenue. Skilled in optimizing booking systems, managing team dynamics, and ensuring high customer satisfaction. Reliable and adaptable, known for fostering collaboration and consistently delivering results. Efficient in using reservation software, handling guest inquiries, and coordinating with various departments to meet changing needs maintaining an unwavering commitment to precision.
Overview
10
10
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Reservations Manager
eStay Hotel Dubai, By Etisalat UAE
12.2023 - 01.2026
- Selected as part of the pre-opening leadership team, supporting hotel reservations systems setup, policies, staffing.
- Played a key role in the installation and launch of Opera V5 PMS & Rate Tiger to ensure seamless deployment.
- Designed and delivered reservations training for all Opera PMS users in reservations, ensuring smooth transition and operational efficiency including reconciliations of all OTAs and tracking No Shows/Cancellations.
- Led daily reservation operations, streamlining booking verification processes and significantly reducing reservation errors.
- Manage OTA platforms (Booking.com, Agoda, Expedia), ensuring rate parity, rate loading and availability accuracy through effective Inventory Management.
- Implemented dynamic pricing strategies across channels contributing to a 49% increase in OTA revenue through ADR growth +13%.
- Conducted rate and market analysis using business intelligence tools for competitive benchmarking and to develop pricing strategies - Lighthouse, STR.
- Analyzed daily pickup reports and booking trends by market segment to evaluate pickup performance and identify revenue opportunities.
- Actively involved in budgeting and forecasting activities.
- Analyzed booking trends and pace reports by market segments to forecast occupancy & rates accurately for revenue meetings.
- Coordinated closely with the Sales Team to manage low and high volumes of Group requests to optimize Group bookings and to ensure smooth block management and timely communication.
- Regularly coordinated with Front Office Team monitoring Upselling revenue, overbooking strategies during high demand.
- Acted as a liaison between reservations and other hotel departments, ensuring seamless communication and efficient problem resolution.
- Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service based on guests requests and group requirements.
- Developed policies and procedures for the reservations department, ensuring consistency and adherence to brand standards.
Revenue Manager
Thrifty Car Rental, UAE
12.2014 - 10.2020
- Hired to establish the Revenue Management function and implement pricing strategies for the car rental division.
- Conducted competitive analysis to develop market-responsive pricing models that strengthened product positioning.
- Introduced daily performance reports and led Pricing Meetings focused on yield optimization and inventory control.
- Implemented forecasting tools and a demand calendar to identify revenue opportunities and support strategic pricing.
- Closely worked with IT and Web Development teams to enhance the company's direct booking platform, resulting in a 45% increase in direct bookings.
- Standardized ancillary product rates based on market trends and customer behavior, increasing ARPD by 3.5%.
- Organized upselling initiatives across branches, generating a 30% increase in upsell revenue.
Revenue Manager
Royal Rose Hotel, UAE
08.2013 - 09.2014
- Collaborated with Business Development Director to enhance online visibility through optimized room descriptions and key features, reducing bounce rate by 10%.
- Recommended and contracted key market intelligence tools including Demand360, OTA Insight, and Rate Gain.
- Led configuration of PMS, CRS, and OTA systems during pre-opening.
- Developed short-term and long-term pricing strategies to position the hotel competitively based on STR performance.
- Worked within core team to streamline business processes and internal controls, resulting in scalable and detailed set of procedures.
Assistant Revenue Manager
InterContinental Abu Dhabi, UAE
06.2011 - 07.2013
- Promoted from Reservation Manager to lead a team of 9, including analysts, group coordinators, and reservation staff.
- Managed daily hotel inventory and pickup trends, recommending appropriate pricing actions.
- Prepared analytical reports for weekly Yield and Revenue meetings to maximize revenue across segments.
- Worked closely with the Director of Revenue on weekly and monthly forecasting for Rooms and Other Operating Departments.
- Trained team members and facilitated personal development plans, achieving 100% employee satisfaction in training and development metrics.
Reservations Manager
InterContinental Muscat, Oman
08.2008 - 06.2011
- Promoted from Reservation Agent to manage a team of 4, introducing structured upselling practices to improve performance.
- Oversaw revenue generated from extranet sites and coordinated closely with Credit department & Front Office to enhance efficiency.
- Handled reservation calls with strong product knowledge, maximizing conversion and guest satisfaction.
- Conducted daily competitor rate checks in coordination with the Revenue Manager to support strategic pricing.
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Streamlined reservation processes for increased efficiency and improved guest experience.
Education
Master of Science - Computer Communication
RVS College of Arts & Science
Bachelor of Science - Computer Science
Skills
Data Analysis & Reporting
Inventory & Channel Management
Pricing Strategy & Market Demand Analysis
Reservations Operations Management
Training and development
Group reservations
Team collaboration
Certification
IHG Performance Appraisal Workshops
Accomplishments
- Awarded Department Head of the Quarter for achieving revenue targets at eStay Hotel (March 2025)
- Certificate of appreciation and participation in successfully organizing the groups of Asian Paralympic Games 2025 and Dubai Bowl 2025
- Pioneered the successful merging of Restaurant and Room Reservation at Intercontinental Abu Dhabi (June 2013)
LICENSE
Valid UAE Driving License
Timeline
Reservations Manager
eStay Hotel Dubai, By Etisalat UAE
12.2023 - 01.2026
Revenue Manager
Thrifty Car Rental, UAE
12.2014 - 10.2020
Revenue Manager
Royal Rose Hotel, UAE
08.2013 - 09.2014
Assistant Revenue Manager
InterContinental Abu Dhabi, UAE
06.2011 - 07.2013
Reservations Manager
InterContinental Muscat, Oman
08.2008 - 06.2011
Bachelor of Science - Computer Science
Master of Science - Computer Communication
RVS College of Arts & Science