Sunny Saraswat
Dubai,UAE
Summary
I'm a passionate Private Household operations Manager , Swiss educated & trained hospitality leader with strong inter-personal skills developed over my 15 years of working with diverse cultures within some of the world's most luxurious hospitality brands in Europe, The Americas, Asia, and The Middle East. I focus on building and growing effective teams and ensure consistency and excellence in service delivery with proven performance in all aspects of the hotel rooms division operations. I have dedicated my entire career and education to hotel and resort operational excellence, with a passion for creative strategies to elevate standards and turn around underperforming segments of the business.
Overview
21
21
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Property Operations /House Manager (UHNWI)
Sinyar Hospitality, Royal Group
, United Arab Emirates
01.2022 - Current
- Managing overall operations of properties for the UHNWI client that include Contract Management , Special Events , Procurement , Budget Planning , New unit openings , estate management and overlooking the facility management
- Developing, gaining approval for, implementing and maintaining the company's resourcing model for household staff at private residences (including both permanent and temporary staff), ensuring that an exceptional standard of household service is provided in the most efficient way possible
- Being responsible for ensuring that the company's resourcing model enables a high level of service consistency across all residences whilst being flexible enough to meet the needs of each client
- Leading the recruitment of all approved household staff roles, working with colleagues across Operations to ensure that only the highest caliber of candidates are identified and recruited
- Developing and maintaining relationships with recruiters and suppliers to ensure that the company and its clients always receive a priority service
- Ensuring that all contractual arrangements with recruiters and suppliers include terms that provide value to the company and its clients, including recruiters' fees and any ongoing charges
- Developing, gaining approval for and implementing policies, processes and procedures that ensure the company consistently and flawlessly executes an exceptional standard of household services including (but not limited to) housekeeping, personal and food service
- Developing, implementing and maintaining a continuous programme of training for all household staff to ensure that they are fully aware of and trained in all areas relevant to the household service that they are providing including all relevant aspects relating to health and safety
- Being responsible for monitoring the performance of all household staff and providing performance metrics to Operations senior management
- Being responsible for immediately reporting any incidents to the Operations Director of any, complaints or concerns regarding the conduct or behaviour of any household staff members or any persons within the private residences
- Overseeing the procurement of household consumables to ensure that all supplies are efficiently procured and available when required
- Monitoring and managing supplier and employment agency performance, including performance reviews
- Remaining on call for the purpose of dealing with client requests as required to ensure timely and effective resolution
- Ensuring that all rooms within private residences are immaculately kept and well presented at all times
- Assisting in the continuous formal and informal education, training and professional development of team members and household staff to enable the company to deliver to the highest possible levels
- Taking responsibility for ensuring the accurate use and updating of the electronic filing of documents and emails as well as the accurate hard filing of documents related to household service within the private residences
Group General Manager
Aivaan Hotels and Resorts
Bengaluru
05.2020 - 05.2021
- As the opening Group General Manager for two hotels in India based in Tamil Nadu and Andaman & Nicobar Islands, I was in the process of setting up these resorts for success, which was recently put on indefinite hold due to the global pandemic.
- Also was Managing MD (HNWI) portfolio.
Operations Director
About Attitude Spalon Bar
Bengaluru
01.2018 - 05.2020
- Handling all company financials with government, business development and online presence (family business founded with spouse
General Manager
Boutique Resort, GOA
07.2016 - 12.2017
- Pre-opening General Manager for a 52-room boutique resort in South Goa, where I set up the entire operational team and oversaw the successful opening for this boutique property.
Director of Front Office
Gansevoort, Turks and Caicos Islands
08.2015 - 03.2016
- Leading the rooms division of this Luxury boutique resort and handling reservations, revenue generation via upselling programmes and daily operations
- Spearheaded the FORBES training for the Rooms division.
Front Office Manager
Ezdan Hotels
Doha
02.2014 - 07.2015
- Front Office Manager for this massive 3000 room property, leading a team of 87 and supporting the Hotel Manager in operating the hotel during special projects and renovations.
Guest Service Manager
Fairmont
Jaipur
04.2013 - 10.2013
- I stepped in to assist the opening on a task force basis as Guest Service Manager in the lead up to the grand opening and implementing corporate brand standards through team building and service delivery training.
Assistant Front Office Manager
Hilton
05.2011 - 10.2012
- Managed the team at all levels while supporting the Front Office Manager and ensured all corporate standards were exceeded
- SALT Guest surveys champion and pilot hotel for way to identify top opportunities by using STAT TOOLS excel based application.
Night Guest Service Manager
Fairmont Hamilton Princess
12.2009 - 03.2011
- Controlling all revenue Centre Accounts, managing the resort at night and ensuring all standards are exceeded for guest satisfaction
- Ranked consistently on trip advisor as the top hotel in Bermuda.
Rooms Division Management Trainee
Doubletree by Hilton
Milford
08.2007 - 02.2009
- I worked in multiple managerial positions during my tenure, being mentored by senior Directors and Management and was part of the rebranding of the hotel from a Sheraton to Double Tree by Hilton, whilst navigating the devastating 2008 market crash and recession
- This prepared me for the sometimes difficult yet necessary decision-making I would later rely on as my career progressed.
Group Reservations Coordinator
Ritz-Carlton
01.2005 - 09.2006
- I held multiple lateral positions as was part of the grand opening of the impressive 144 acre property - my adaptability and ability to grasp different divisional requirements allowed me to experience 7 different departments; including reservations, food and beverage, VIP guest services, guest relations and front office.
Supervisor
Royal Plaza , Spaghetti Factory , Golf Hotel
Montreux , Geneva, Switzerland
06.2002 - 07.2005
- During my hotel diploma programme in Montreux, Switzerland, I held various roles and traineeships at top properties such as the Royal Plaza as Night Manager, Reservations Agent and Food & Beverage trainee as a server and bartender, earning valuable operational knowledge and honing my passion for guest service, deciding to follow hotel operations roles in the Rooms Division.
Education
Swiss Higher Diploma - International Hospitality Management
Hotel Institute Montreux
Switzerland 01.2002 - 11.2004
Diploma of Higher Education - International Hospitality Management
American Hotel & Lodging Association Diploma
Switzerland 01.2002 - 11.2004
Skills
All Major Property Management systems, OTA reservations, excellence in MS office with Web Designing
Languages
English
Fluent
Hindi
Native
French
Intermediate
German
Elementary
Gujarati
Intermediate
Marathi
Upper intermediate
Certification
Leadership Courses
- Situational Leadership Course for Department Heads (Singapore)
- Advanced Presentation Skills Workshop (Singapore)
- Prepare to Receive Workshop to hire and train new candidates and managers (Qatar)
- Managing Cross Cultural & Diverse Teams, Carnegie Mellon University (Qatar)
Timeline
Property Operations /House Manager (UHNWI)
Sinyar Hospitality, Royal Group
01.2022 - Current
Group General Manager
Aivaan Hotels and Resorts
05.2020 - 05.2021
Operations Director
About Attitude Spalon Bar
01.2018 - 05.2020
General Manager
Boutique Resort, GOA
07.2016 - 12.2017
Director of Front Office
Gansevoort, Turks and Caicos Islands
08.2015 - 03.2016
Front Office Manager
Ezdan Hotels
02.2014 - 07.2015
Guest Service Manager
Fairmont
04.2013 - 10.2013
Assistant Front Office Manager
05.2011 - 10.2012
Night Guest Service Manager
Fairmont Hamilton Princess
12.2009 - 03.2011
Rooms Division Management Trainee
Doubletree by Hilton
08.2007 - 02.2009
Group Reservations Coordinator
Ritz-Carlton
01.2005 - 09.2006
Supervisor
Royal Plaza , Spaghetti Factory , Golf Hotel
06.2002 - 07.2005
Swiss Higher Diploma - International Hospitality Management
Hotel Institute Montreux
01.2002 - 11.2004
Diploma of Higher Education - International Hospitality Management
American Hotel & Lodging Association Diploma
01.2002 - 11.2004
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