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Bhupalan Narayanan

Bhupalan Narayanan

Guest Services Officer, Front Office Supervisor, Duty Manager & Front Desk Manager

Followers of Bhupalan Narayanan703 followers
location of Bhupalan NarayananEast Perth, Western Australia, Australia

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  • Timeline

  • About me

    Property General Manager at Quest East Perth

  • Education

    • Shangri-la Academy

      2006 - 2006
      Certificate In Front Office Operations

      Merit Award for Best Overall Learner Class of 2006

    • University of South Australia

      2012 - 2014
      Master’s Degree Masters In International Hospitality Management

      Masters of International Hospitality Management (MIHM), award conferred for studies undertaken at University of South Australia in alliance with Le Cordon Bleu Australia Recipient of Golden Key International Honour Society Membership Award for outstanding academic achievement at the University of South Australia

  • Experience

    • Shangri-La Hotels and Resorts

      Jun 1997 - May 2007
      Guest Services Officer, Front Office Supervisor, Duty Manager & Front Desk Manager

      Overseeing the daily operations of Front Desk and Guest Service Center. Staff rostering, L&D plan and internships coordination for front of house.Reviewing and updating of front desk SOPProvide coaching and counseling and conduct performance development reviewFront office leadership working with M.I.C.E, Sales & Marketing, Finance & Accounting and Food & Beverage to foster an effective liaison with all colleagues

    • The Ritz-Carlton Millenia Singapore

      May 2007 - Jun 2012

      Reporting to Executive Assistant Manager – Rooms• Assess, Design, Deploy, Measure and Evaluate new learning strategies• Accountable for all aspects of planning and training; specialise in Soft Skills training • Reviewed SOPs to aligned with corporate standards to improve efficiency• Brand Standards audits on service excellence and Guest engagement• Championed The Ritz-Carlton values, culture & philosophy of the Legendary Service Excellence• Accountable for Front of House operations • Managing daily operations and oversight of 5 Rooms Division Department• Lead the team to win “The Best Front Office Department in Singapore’s Deluxe Category Hotel Award” in 2008 & 2010 by Association of Rooms Division (ARDE) & Institute for Hospitality (IFH) Show less

      • Rooms Division Training Manager

        Oct 2010 - Jun 2012

      • Assistant Front Office Manager

        Aug 2008 - Oct 2010

      • Night Manager

        May 2007 - Aug 2008

    • Minor Hotels

      Feb 2014 - Nov 2018

      Property Leadership overseeing building management of 217 Apartment units ,two conference rooms, F&B Operations of The Coffee Club, front office, housekeeping, payroll, HR functions, facilities management and maintenance. Accountable for day to day management , presentation and smooth operation of the hotel to maximize growth and profitability,guest services, recruitment and selection, development and succession planning as well as body corporate owners’ relationship. Hotel Manager - Property Leadership reporting to Area Executive Manager and COO, overseeing building management of 154 Apartment units with 101 under Hotel Management, front office, housekeeping, payroll, HR functions, facilities management and maintenance.Full responsibility for P&L and operational excellence. Reception duties, complaint management, concierge services and Night Audit Successfully completed management training program and promoted to Hotel Manager at the Oaks Horizons Hotels. Internship as part of Masters Degree Program course completion requirement

      • Hotel / Building Manager

        Jun 2017 - Nov 2018

      • Hotel Manager

        Mar 2015 - Jun 2017

      • Management Trainee - FTM

        Sept 2014 - Mar 2015

      • Guest Services Internship

        Feb 2014 - Sept 2014

    • Travelling

      Nov 2018 - Feb 2019
      Career Break - Family time

    • G'day Group

      Mar 2019 - Nov 2022
      Park Manager

      Property leadership – Overseeing the Management and Operations of a large Caravan Park consist of 134 Cabins and Motel Rooms, 118 caravan sites, F&B catering services operations for work-stay crew. Supervised and provided direction for department heads of front office, housekeeping, grounds, and maintenance in manner consistent with company goals and objectives with key focus to promote and instil 100% guest satisfaction. Overseeing WHS compliance, CAPEX projects, payroll cost control, training needs, and recruitment, assets, and facilities managementDemonstrated Skills and Key Accomplishments •Reviewing property P&L, identified areas needing cost-management and reporting key results to Regional Operations Manager•Created and implemented various growth strategies to maximize revenue•Setting Key Performance goal – KPI’s for each department•Overseeing Food menu planning and stock control •NPS Improvement strategy – Implemented Guest engagement strategy by having gold coin charity run for rural Aid - mid-week Sausage Sizzle activity, weekend bacon & egg rolls and Pancake•Evaluating CAPEX investments and Improvement projects in infrastructure, equipment and •Exceeded budgeted revenue FY2019/20 •Gold Award winner for most improved NPS score and top 10 performing park•Lead the team to win Best Performing Caravan Park in SA in August 22 for “Road to Million Marketing Campaign” by SA Parks Association•Lead the team to win Q4 Star Award Winner Show less

    • Quest East Perth

      Jan 2023 - now
      Property General Manager

      Property Leadership - 128 Apartment Hotel accommodations services

  • Licenses & Certifications

    • 15 Secrets Successful People Know about Time Management (getAbstract Summary)

      LinkedIn
      Oct 2022
      View certificate certificate

  • Honors & Awards

    • Awarded to Bhupalan Narayanan
      Achievements and Awards - •2012 – Developed and completed to perfection the Rooms Management Trainee Training Manual and is adapted across APAC region•2012 - Successfully implemented the “5 minutes Just In Time” Training – Quick refresher training on product knowledge & service excellence across all department•2012 - Coordinated and organized CSR fundraising activities for an Trees Planting and community foot print Environmental Conservation •2011 - Volunteered in workshop for underprivileged children on… Show more •2012 – Developed and completed to perfection the Rooms Management Trainee Training Manual and is adapted across APAC region•2012 - Successfully implemented the “5 minutes Just In Time” Training – Quick refresher training on product knowledge & service excellence across all department•2012 - Coordinated and organized CSR fundraising activities for an Trees Planting and community foot print Environmental Conservation •2011 - Volunteered in workshop for underprivileged children on live skills at the North-light School conducted by The Ritz-Carlton “Succeed Through Services” •2011 – Volunteered for fund raiser activity for under privileged children and cake packing for “Operations Smile” •2005 - 5 Years Long Service Award by Shangri-La’s Rasa Sentosa Resort•Recipient of Silver, Gold and STAR Excellent Service Award by Singapore Tourism Board (STB) & Singapore Hotel Association (SHA)•1997 - Awarded ‘The Malaysian Prime Minister’s Quality Award 1997’ for the Highest Achievement of Quality, Productivity and Excellence at Shangri-La Hotel KL Show less