Gavin Thapa Email and Phone Number

- Oversee the operations & sales of all three hotels, day-to-day staff management and guests relationship- Provide leadership and strategic planning to all departments in support of service culture, operation efficiency and guest satisfaction.- Being responsible for overall property targets to deliver an excellent guest experience, guest satisfaction and profitability.

Property Manager – Mascot September 2017  Oversee day-to-day operations of the business while providing support to other departments that include Sales, Front Office, Maintenance, and Housekeeping Formulate business plans, manage labour standards and property level expenses, while developing property budgets and forecasts in order to maximise revenues Execute business development initiatives, including networking and relationship building, in order to generate new revenue streams for the business Identify potential businesses in the local market, while maintaining relationships with local companies and key people to increase property’s visibility Perform a range of human resources functions to include hiring, mentoring, coaching, motivating, and managing the performance of staff Build and adopt a culture of collaboration towards the attainment of organisational goals Ensure that all guest-related issues are resolved in a manner consistent with the company’s goals and objectives

 Directed and managed the Front Office, Sales, Housekeeping, and Maintenance Departments Developed cost-effective rosters to ensure adequate staff coverage in line with budgeted labour costs Set financial goals while working with all staff to manage sales activities of the property and meet revenue goals Communicated any potential issues that might affect the efficiency or profitability of the property to the Franchise Manager, offering solutions as necessary Researched and helped identify potential clients and distribution channels to determine new revenue streams for the business Provided daily supervision, leadership, induction, ongoing training, and motivation to staff to foster team morale,commitment, and collaboration Performed a range of administrative tasks to include supplies purchasing, accounts receivable, and reconciliation ofTravel Agents’ commissions Enhanced guest experience by providing information on available facilities in the local area, responding to enquiries, and resolving complaints in a timely manner Liaised with Maintenance and Housekeeping Teams to ensure all guest rooms and common areas were maintained and presented in accordance with standards

 Managed and motivated all front office personnel with daily supervision to include staffing, rostering, discipline, training, and performance monitoring Controlled reservation, front office systems, supplies inventory, scheduling, forecasting, and department budget Communicated with guests and employees to answer questions and provide clear direction

-Exceptional customer service-Assisting in the planning and oversight all front office and guest service processes from the arrival of guests to their departure in order to ensure the meeting (and exceeding) of guest needs - Effective Telephone Communication Internally & Externally- High standards of personal presentation- Managing guest accounts- Creating business leads and meeting expectations- Managing Levart and Inventory- Dealing with customer complaints and resolution-Managing after hour calls & emergencies

Work Experience