Gyan Pillay, CHA, CRDE, Dip HCM, CPM, BHHM

Experience

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  Sheraton Hotels & Resorts

  Nov 1987 - Dec 1990

  Assistant Manager Front Office

  Night Manager, 2/90-12/90 • Managed night operations and guest service for a busy 5 star resort with 300 rooms, conference facilities seating up to 600, night club, six food & beverage outlets. Supervised staff, maintained hotel information system, updated registration folios, rooms division night audit, generated various reports, assigned rooms, checked-in/briefed groups, escort VIP guests, and resolved questions/complaints.Assistant Manager - Front Office, 3/89-2/90• Supervised operations/staff, conducted quality room and Travel Agents' site inspections, maintained Hotel Information System, and compiled reports. Assigned rooms, updated registration folios and checked-in/briefed groups. Chef Concierge, 12/88-3/89• Supervised department, performed duties as assigned, and provided exclusive services to VIPs during duration of their stay, check-in guests, group check-ins.Assistant Concierge, 11/87-12/88• Conducted site inspections, completed assigned duties, provided exclusive services to VIPs, sent/received communications, found lost baggage, and assisted bell department, mail/parcel service, and reservations as needed. Show less

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  Fiji Institute of Technology - School of Hotel & Catering

  Dec 1990 - Feb 1992

  Lecturer

  Created lesson plans/coursework and presented lectures covering Accommodation Management, Front Office Management, Sales and Marketing, Tourism Studies, and Restaurant and Bar Practical Operations. Utilized progressive teaching methods and resources, and planned field trips/tours. Administered tests/evaluations, analyzed student performance, submit semester coursework to head of school, and counseled students as needed. Organized quarterly term events with students.

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  Dominion International Hotel - Fiji

  Mar 1992 - Feb 1994

  General Manager / Food & Beverage Manager

  General Manager, 2/93-5/94• Direct all hotel and food & beverage operations for a 4 star hotel with 85 rooms and restaurant. Prepared annual budgets and forecasts, created sales strategies, closely monitor budget expenditures, sales revenues, quality assurance, and customer satisfaction. Administered human resources, hired, trained, supervised, evaluated and developed five managers and 78 staff. • Constructed several new additions including a floodlit tennis court, pitch, putting green, clubhouse and a liquor store. Renovated existing rooms and adult's swimming pool, and purchased new courtesy bus for airport transportation. Increased profits 19% through promotions and quality. Promoted from Food & Beverage Manager.Food & Beverage Manager, 3/92-2/93• Reviewed presentation of daily specials, shopped competitors annually, developed menus, restaurant/lounge concepts, and theme nights. Controlled inventory/purchasing, maintained food safety standards, and conducted liquor liability training. Show less

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  The Reef Resort Coral Coast

  Aug 1994 - Oct 1996

  Resort Manager

  Managed operations of a 4 star award winning beachfront resort with 72 rooms, conference facilities seating 110, night club, two food & beverage outlets and a 9-hole Pro-Am rated golf course. Prepared annual budgets, developed revenue generation and cost cutting plans, and conducted local/national sales and marketing programs. • Increased profits with proactive promotions, reasonable room rates, and sales of guest activities including wedding packages, conferences and food & beverage specials. Supported security functions, inspected facilities for quality, and generated/submitted forecasts, reports, and quarterly plans.• Administered human resources, hired, trained, supervised, evaluated and empowered six managers and 112 staff. Maintained incident rate at or below average and complied with all labour regulations. Represented hotel at presentations and ensured excellent customer service and complaint resolution. • Reduced overhead expenses 22% through tighter management of staff hours, purchasing, energy conservation, vehicle use and allowance advances. Maintained annual occupancy rate of 91%. Show less

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  Red Lion / DoubleTree Hotel Sacramento

  Nov 1996 - Feb 1999

  Director of Rooms Operations

  Managed front office, reservations, concierge, housekeeping, laundry, health club and guest service operations for a busy 4.5 star corporate/leisure resort style hotel with 376 rooms, and 18 meeting/conference facilities seating up to 1,400. Prepared annual budgets and forecasts, created sales strategies with DOS, monitored payroll, and ensured target goals were met and operations met internal audit standards. Oversaw night audits and room/property inspections, generated reports, updated registration folios, and allocated rooms.• Reviewed reservation arrangements, conducted departmental meetings and informed staff of changes. Hired, trained, scheduled, disciplined, supervised and evaluated 43 staff. Implemented improved incentive/bonus programs and on-the-job training. Supervised 74 airline crew rooms with airport pickup/delivery and oversaw preventive maintenance of 12 shuttles. Resolved customer complaints quickly and efficiently.• Lowered Front Office staff attrition 13%, increased annual occupancy from 79% to 93%, and refined revenue/yield management to produce record results. Earned Manager of Quarter, 1998. Promoted through several positions. Show less

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  ANA Hotel Sydney

  Mar 1999 - Nov 1999

  Communications Manager

  Directed daily operations of PABX, Business Centre and all communications networks for a 5 star business and leisure hotel with 570 rooms, 22 meeting/conference facilities, night club, public bar and 11 food & beverage outlets. • Coordinated use of hotel internal/external pagers/paging system and faxes. Conducted daily briefings, attended pre-convention meetings to liaison with coordinators/executives, update/distribute internal extension lists, and provided operators with emergency numbers and changes in hotel service or personnel. Adhered to procedures for security measures, fire, safety, and health/hygiene. Installed voice mail system to increase efficiency over written messages. • Administered human resource functions for the department, promoted staff development, provided training in proper telephone procedures, and coordinated schedules of 13 staff to ensure adequate coverage.• Managed all hotel communications equipment function, coordinated maintenance, repairs, programming and configuration changes to hardware/software, and tested systems. Established vendor relations and controlled inventory and purchases. Show less

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  Tanoa International Hotel & Apartments

  Nov 1999 - May 2002

  General Manager

  Directed all aspects of a 4 star airport hotel consisting of 148 rooms, 23 apartment units, four conference facilities, coffee shop, and three food and beverage outlets. Conducted briefings, operation meetings, and quality inspections, and managed security functions. Guided property development and designed upgrades to existing rooms and restaurants/bars.• Prepared annual budget, managed revenue/yield, determined pricing, and oversaw financial reporting and month-end closing. Attained forecast targets through efficiency of operations and quality of service. Research new business directions and optimal locations for expansion. • Implemented sales/marketing strategies, directed sales team, performed local and international sales visits, and established key business relations. Initiated/maintained public relations and community contacts, and represented hotel during presentations and forums.• Assisted Executive Chef in menu planning and Food & Beverage cost controllers with pricing. Developed management/staff programs to increase guest satisfaction and ensured excellent customer service. • Hired, trained, and evaluated nine managers and 123 staff. Demonstrated positive leadership characteristics, inspired staff to meet/exceed standards, and initiated succession plan to develop staff for promotion. Ensured compliance with government labour laws and regulations.• Earned Fiji Hotel Association Quality Accommodation of the Year, 2000. Promoted through several positions to General Manager. Show less

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  Tokoriki Island Resort

  Jun 2002 - Dec 2003

  Resort Manager

  Create and implement policies, conduct staff training sessions and orient new department managers on contract for a 4.5 star resort. Manage daily operations, approve all purchases. Record all fixed assets for insurance purposes. Meet travel agents upon arrival and conduct site familiarization inspections.Increased profits with proactive promotions, reasonable room rates, and sales of guest activities including wedding packages, rooms, food & beverage. Supported security functions, inspected facilities for quality, and generated/submitted forecasts, reports.Prepared annual budget with financial controller, managed revenue/yield, determined pricing, and oversaw financial reporting and month-end closing. Attained forecast targets through efficiency of operations and quality of service. Research new business directions and optimal locations for expansion. Implemented sales/marketing strategies, directed sales team, performed local and international sales visits, and established key business relations. Initiated/maintained public relations and community contacts, and represented hotel during presentations and forums.Administered human resources, hired, trained, supervised, evaluated and empowered six managers and 89 staff. Maintained incident rate at or below average and complied with all labour regulations. Represented resort at presentations and ensured excellent customer service and complaint resolution. Institute procedures for Maintenance, Housekeeping, Kitchen, Restaurant, Bar, Front Office and Sales departments. Write job descriptions, night audit procedures/reports, and purchasing procedures; set up internal control systems and planned preventive maintenance.Train staff in department policies/operations for Guest Services and Activities, Front Office, Food & Beverage Services, Housekeeping, General stock rotation and Island weddings. Show less

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  Forrest Hotel and Apartments located in the heart of Canberra 30 National Cirt Forrest 2603

  Feb 2004 - Feb 2006

  Asst General Manager

  Directed Rooms Division / F& B aspects of a 4 star business hotel consisting of 77 rooms, 39 apartments, conference facilities, One food and beverage outlet. Conducted briefings, operations meetings, front office, reservations, staff rosters, inventory management, housekeeping, on-site laundry operations, coordination of external contractors, minor maintenance works, kitchen, restaurant, conferences, groups, tours, cocktails, and room inspections. Group quotes, revenue and yield management. Night Property Manager on call after 11pm. Show less

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  Tokoriki Island Resort

  Mar 2006 - Mar 2009

  Resort General Manager

  Create and implement policies, conduct staff training sessions and orient new department managers on contract for a 4.5 star resort. Manage daily operations, approve all purchases. Record all fixed assets for insurance purposes. Meet travel agents upon arrival and conduct site familiarization inspections.• Increased profits with proactive promotions, reasonable room rates, and sales of guest activities including wedding packages, rooms, food & beverage. Supported security functions, inspected facilities for quality, and generated/submitted forecasts, reports.• Prepared annual budget with financial controller, managed revenue/yield, determined pricing, and oversaw financial reporting and month-end closing. Attained forecast targets through efficiency of operations and quality of service. Research new business directions and optimal locations for expansion. • Implemented sales/marketing strategies, directed sales team, performed local and international sales visits, and established key business relations. Initiated/maintained public relations and community contacts, and represented hotel during presentations and forums.• Administered human resources, hired, trained, supervised, evaluated and empowered six managers and 89 staff. Maintained incident rate at or below average and complied with all labour regulations. Represented resort at presentations and ensured excellent customer service and complaint resolution. • Institute procedures for Maintenance, Housekeeping, Kitchen, Restaurant, Bar, Front Office and Sales departments. Write job descriptions, night audit procedures/reports, and purchasing procedures; set up internal control systems and planned preventive maintenance.• Train staff in department policies/operations for Guest Services and Activities, Front Office, Food & Beverage Services, Housekeeping, General stock rotation and Island weddings. Show less

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  The Kimberley Grande Resort

  May 2009 - May 2010

  General Manager
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  Mantra on the Esplanade Darwin

  May 2010 - Jul 2010

  Rooms Division Manager / 2IC
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  Accor

  Oct 2010 - Jan 2012

  336 Rooms & Apartments

  • Exec Assistant Manager / Acting General Manager

    May 2010 - Jan 2012

  • General Manager Mantra Pandanas (Relief)

    Oct 2010 - Jan 2011
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  Semara Villa Uluwatu Bali

  Feb 2012 - Feb 2013

  General Manager
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  Sonaisali Island Resort, Fiji

  Apr 2013 - Apr 2016

  General Manager
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  Tadrai Island Resort, Fiji

  Apr 2013 - Apr 2016

  General Manager
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  Sheraton Hotels & Resorts

  Sept 2017 - Oct 2018

  Manager Rooms Division (2IC)
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  Pullman Hotels & Resorts

  Oct 2018 - Sept 2020

  Executive Assistant Manager (Pre-Opening / Operating) (2IC)
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  THE SEBEL

  Feb 2021 - Jul 2021

  General Manager
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  Accor

  Oct 2022 - Jun 2023

  General Manager
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  Oaks Hotels, Resorts & Suites

  Jul 2023 - now

  Hotel Manager / Building Manager