Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Characteristics
Timeline
Generic

Saurabh Mishra

Macao |

Summary

With two decades of experience in the hospitality sector across a range of Asian regions, I am driven by a strong sense of purpose and a success-oriented winning mindset. My dedication lies in instilling excellence and leadership to cultivate exceptional, award-winning teams with a focus on luxury hospitality. I am skilled at crafting deep, meaningful experiences for both customers and colleagues. As a strategic business leader, I harmonize strategic planning, business analytics, and innovation to achieve operational and financial key performance indicators, delivering top and bottom-line results for owners and shareholders.

Overview

19
19
years of professional experience

Work History

Assistant Senior Vice President | Hotel Operations

Galaxy Macau
Macau
10.2018 - 11.2024
  • Property General Manager of the 450 keys world's first all-suites Raffles Macau, attained Forbes five star in the first year
  • Immediately prior from 2018 onwards, the Property General Manager of the 1,450 keys flagship Galaxy Hotel at Galaxy Macau
  • Promoted twice since joining the company in 2018 from Assistant Vice President to Vice President and then to Assistant Senior Vice President
  • Overseeing a P&L of US$240M and 1,500 team members in different areas of the property
  • This includes resort shared services operations, recreation & wellness, including the 75.000m2 world's largest Skytop Oasis 'The Grand Resort Deck' with man-made beaches, a wave pool and a lazy river
  • Achieved the first Forbes five-star classification in the twelve-year history of the company with a rating of 93.58% and successfully retained at Galaxy Hotel till date
  • Achieved the inaugural Forbes five-star classification for the Italian fine dining restaurant 8 1/2 Otto e Mezzo Bombana Macau and successfully retained, regained Michelin one-star classification and retained
  • Achieved the Trip Advisor top 1% globally 'Best of the Best Travelers' Choice Award'
  • Ranked amongst the Global Best 100 Hotels 2024 on Trip.com
  • Developed Galaxy Hotel's first brand specifications on sustainability across all functional areas
  • Led the concept development, design and curation of a 'Best in Class' US$6M childrens edutainment center from the ground-up
  • Restructured the property organization charts and roles, improving efficiency and execution, resulting in a 10% reduction of full-time headcount, whilst improving service levels
  • Successfully developed 3 Executive Managers to property General Managers within Galaxy Macau

Director Rooms & Residences | APAC Hospitality Council Leader

Four Seasons Hotels and Resorts
Hong Kong
01.2017 - 10.2018
  • Responsible for the Hospitality Operations of the 399 keys hotel and 519 suites residences
  • The hotel was recognized as the 'Hotel of the Year' globally in 2017 by Four Seasons
  • Appointed APAC Hospitality Council Leader to support global hospitality initiatives implementation in APAC and support pre-openings in the region
  • Achieved highest guest satisfaction & guest recognition score since opening of 79.6% in 2017
  • Successfully retained quadruple Forbes five-star award
  • Improved guest recognition, staff & service factor, Trip Advisor ranking and achieved the highest LQA rating in the history of the property
  • 2017 Pinnacle award for upsell revenue championship globally

Director of Operations | Park Hyatt

Hyatt Hotels Corporation
Guangzhou
05.2015 - 01.2017
  • Part of pre-opening team of 430 members of the first urban Park Hyatt in South China
  • Recruited & trained staff members and assembled the leadership team
  • Drove implementation of Brand standards and service excellence
  • Achieving breakeven in the second month of operation, turning a profit by the third
  • Ensured excellent financial performance by positioning, innovation and market intelligence
  • Achieved Gallup employee engagement satisfaction of 4.96 out of 5
  • Number one Medallia overall guest satisfaction score of 86.0; best Park Hyatt globally

Functional Specialist | APAC

Hyatt Hotels Cooperation
Hong Kong
02.2015 - 01.2017
  • Member of the Council of Experts- Asia Pacific (Rooms Council Leader)
  • Support global rooms initiative, specialist identified corporate resource for hotels to call upon
  • Participated in operations review (project Archer) in hotels in APAC
  • Creation of brand standards
  • Pre-opening support of multiple properties across APAC

Director of Rooms | Grand Hyatt

Hyatt Hotels Corporation
Guangzhou
03.2013 - 04.2015
  • 414 Rooms, 230 team members
  • Medallia OSAT score increase from 53.9 to 65.2; 2 consecutive years highest amongst Grand Hyatt branded hotels APAC
  • Enhanced (Gallup) employee engagement score from 3.46 to 4.69
  • Attained incremental upsell revenue from 1.4MCNY to 2.5M YOY
  • Mentored and developed over 40 colleagues in supervisory / management roles

Front Office Manager | Park Hyatt

Hyatt Hotel Corporation
Chennai
01.2012 - 02.2013
  • Pre-opening and opening Front of House Manager of the first urban Park Hyatt of India
  • Number one Medallia overall guest satisfaction score of 89.0; best globally

Various Operational roles | Hyatt Regency | Grand Hyatt

Hyatt Hotels Cooperation
Dubai
06.2005 - 12.2011
  • Managed diversified team of 168 members from 28 nationalities
  • Front of House | Night Manager | PMS Specialist | Loyalty Marketing
  • Housekeeping Operations | Spa Operations

Education

Executive MBA - Global Business Management

Indian Institute of Management (IIM-C)
Calcutta, India
06.2012

Bachelor's - Tourism and Hospitality

Utkal University
Bhubaneswar, India
06.2004

Skills

  • Strategic Leadership and Business Analysis
  • Brand Management and Marketing expertise
  • Operational Excellence and P&L Management
  • Team Development and Mentorship
  • Sustainability and Innovation
  • Guest Experience Design and Public speaking

Accomplishments

  • Travel + Leisure Luxury Awards Asia Pacific, Best Hotel General Manager in Macau 2023 & 2024.
  • Finalist of the Stelliers Hotelier Awards Hotel General Manager of the Year, 2022.
  • Appointed by Hyatt Hotels APAC CEO Office as the Rooms APAC lead to drive hotels transition to a purpose driven organization.

Personal Characteristics

  • Proponent of purpose
  • In Love with what I do
  • Epicurean
  • Passionate hospitality leader
  • Trendsetter
  • Nomad

Timeline

Assistant Senior Vice President | Hotel Operations

Galaxy Macau
10.2018 - 11.2024

Director Rooms & Residences | APAC Hospitality Council Leader

Four Seasons Hotels and Resorts
01.2017 - 10.2018

Director of Operations | Park Hyatt

Hyatt Hotels Corporation
05.2015 - 01.2017

Functional Specialist | APAC

Hyatt Hotels Cooperation
02.2015 - 01.2017

Director of Rooms | Grand Hyatt

Hyatt Hotels Corporation
03.2013 - 04.2015

Front Office Manager | Park Hyatt

Hyatt Hotel Corporation
01.2012 - 02.2013

Various Operational roles | Hyatt Regency | Grand Hyatt

Hyatt Hotels Cooperation
06.2005 - 12.2011

Executive MBA - Global Business Management

Indian Institute of Management (IIM-C)

Bachelor's - Tourism and Hospitality

Utkal University

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Saurabh Mishra