Abhinav Baburajan
Currently Based In Victoria And Relocating To Vancouver ,BC
Summary
Experienced Hospitality & Customer Service Leader
Customer Service professional with over 12 years of experience in hospitality and management, holding a Master’s degree in Global Management from Royal Roads University and a Bachelor’s in Hospitality and Design Management from the University of Derby. Proven track record in roles including Restaurant Manager, Customer Relations Manager, Hotel Duty Manager, and Food & Beverage Supervisor. Currently serving as Hospitality Services Manager at the Office of the Lieutenant Governor of British Columbia (Government House), delivering exceptional guest experiences and leading high-performing teams.
- Willing to relocate to: - Vancouver, BC
Overview
14
14
years of professional experience
1
1
Certification
Work History
Hospitality Services Manager (Auxiliary)
GOVERNMENT HOUSE
Victoria, Canada
06.2025 - Current
- Oversee and coordinate daily operations across service areas, ensuring high standards of hospitality, efficient workflow, and compliance with health, safety, and industry regulations.
- Manage the full hiring process, including job postings, interviewing, candidate selection, onboarding, scheduling, and performance monitoring to maintain a productive team.
- Monitor guest satisfaction, respond to feedback, and resolve issues promptly to ensure positive customer experiences and support engagement initiatives.
- Manage budgets, financial reporting, and forecasting while overseeing inventory, purchasing, and supplier relationships to maintain cost efficiency and profitability.
- Develop and implement operational policies and service procedures, and collaborate with cross-functional departments to improve efficiency and overall business performance.
- Analyze operational and financial data to identify opportunities for improvement, support decision-making, and drive revenue growth.
Restaurant Manager (Vista 18)
Chateau Victoria Hotel and Suites
Victoria, Canada
07.2021 - 06.2025
- Manage financial performance by controlling costs, tracking sales and cash flow, and preparing reports on revenue, expenses, and profitability to meet business goals.
- Oversee daily restaurant operations, ensuring high service standards, quality food and beverage preparation, and full compliance with health, safety, sanitation, and company policies.
- Maintain food quality, consistency, and presentation standards while collaborating with kitchen staff to enhance menu offerings and operational efficiency.
- Manage staffing processes including hiring, training, scheduling, payroll, and performance evaluations, while fostering a positive, team-oriented work environment and ensuring adequate coverage during peak periods.
Customer Experience Department Manager
Walmart Canada
Langford, Canada
04.2020 - 07.2021
- Trained and coached associates, providing feedback to enhance customer service quality.
- Assisted customers in locating merchandise, responding promptly to requests for information and service.
- Assigned associates to sales floor areas daily, ensuring coverage for breaks to maintain optimal service levels.
- Supervising zoning assigned areas, down-stocking merchandise, and moving feature merchandise to its modular home.
- Working on recovery merchandise from the Customer Service desk.
- Supported front-end operations by maintaining cleanliness and organization.
- Obtained Occupational First Aid certification, Level 1, to provide immediate assistance in emergencies.
- Executed proper procedures for handling liquid and chemical spills to prevent hazards.
M Club Lounge Host
Marriott Hotels
Victoria, Canada
02.2019 - 06.2021
- Provide VIP treatment to our Elite members and M Club paying guests offering an array of Food and Beverage options in a sophisticated environment.
- Greet guests promptly with a friendly customer-focused approach, projecting a positive and accommodating attitude while interacting with our guests.
- Monitored M Club for seating availability and ensured guest satisfaction through timely service.
- Delivered food and beverage items to guests, enhancing their overall experience.
- Anticipated replenishment needs and communicated them effectively to kitchen team.
- Maintain cleanliness of public areas by clearing tables upon guest departure.
- Complete opening and closing duties.
Restaurant/Bar Manager
Boho - Restaurant/ Bar
Bengaluru, India
01.2018 - 12.2018
- Organized and supervised daily shifts to ensure smooth operations.
- Coordinate daily Front of the House and Back of the House restaurant operations.
- Train new and current employees on proper customer service practices.
- Appraise staff performance and provide feedback to improve productivity.
- Ensure compliance with sanitation and safety regulations.
- Controlled operational costs and identified waste reduction measures.
- Regularly review product quality and research new vendors.
- Managed restaurant image and identified strategies for enhancement.
- Created detailed reports on weekly, monthly, and annual revenues and expenses to inform financial decisions.
- Implement policies and protocols that will maintain future restaurant operations.
Customer Relations Manager
IMATE DESIRE FOOT CARE PRIVATE LIMITED
Coimbatore, India
01.2017 - 01.2018
- Scheduled regular meetings with customers to assess satisfaction and address concerns proactively.
- Built relationships with key customer employees to enhance collaboration and trust.
- Create plans to address clients' business needs.
- Advise clients on creating profitable processes.
- Managed customer complaints and escalated issues to the appropriate teams.
- Facilitated up-selling and cross-selling strategies with sales team to increase service adoption.
- Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers' needs.
Front Office Duty Manager
Feathers - A Radha Hotel
Chennai, India
05.2016 - 01.2017
- Trained front office staff to maintain consistent service delivery.
- Assisted front office manager with daily operations to streamline guest experiences.
- Resolved customer concerns and gathered feedback to enhance service quality.
- Creating & Designing Work Schedule in Front Office.
- Handling cash and end-of-day closing procedures.
- Maintaining a clean and sanitary environment.
F&B Team Leader (Management Trainee Program)
Holiday Inn Hotel & Suites
Reading, UK
01.2015 - 01.2016
- Supported the Restaurant & Bar Manager in overseeing daily operations across all Food & Beverage outlets, including restaurant, bar, and banquet services.
- Supervised service delivery to ensure smooth operations, high standards, and exceptional guest experiences that drive satisfaction and loyalty.
- Led, mentored, and trained team members, fostering a positive, energetic work environment while enhancing service skills and performance.
- Assisted with recruitment, onboarding, and daily briefings to ensure staff were knowledgeable about menu items, specials, and service standards.
- Managed banquet functions and special events, coordinating logistics to deliver seamless and memorable experiences.
- Handled escalated guest concerns with professionalism, actively resolving issues to maintain high service quality.
- Maintained cleanliness and organization of all outlets, including work areas, equipment, and service materials.
- Acted as a key liaison between staff and management, ensuring clear communication and efficient daily operations.
- Completed administrative duties including bar inventory control, requisition sheets, and end-of-day closing procedures.
Night Supervisor
Fassbind Hotels
Geneva, Switzerland
07.2013 - 01.2014
- Assisted guests with inquiries and concerns, resulting in improved guest satisfaction.
- Training new staff on proper protocols and customer service standards.
- Coordinated with day management to address ongoing issues, ensuring smooth operations.
- Maintaining a clean and sanitary environment.
- Completing routine store inventories.
- Online Reservation Systems (Allotments and Rates).
- Generated spreadsheets detailing sales information to support data-driven decision making.
Front Desk Agent
Overnight
Geneva, Switzerland
03.2012 - 08.2012
- Managed daily check-ins and check-outs for guests, ensuring smooth arrivals and departures.
- Resolved customer concerns and feedback to enhance guest satisfaction.
- Guest Relations & Concierge Services.
- Update of Online Reservation Systems.
- Performed night auditing to reconcile daily transactions and ensure accurate financial records.
- Maintained clean and sanitary environment to uphold health and safety standards.
- Drafted invoices for Suppliers.
Education
Master's in Global Management - Business Administration and Management
Royal Roads University
Victoria, BC01-2020
Bachelor of Arts - Hospitality and Design Management
University of Derby
Derby, UK01-2015
Bachelor of Arts - Design Management in International Hospitality and Design Management
IHTTI School of Hotel Management
Neuchatel, Switzerland01-2011
Skills
Hospitality Management
- Guest Experience & Customer Relations
- Customer Service
- Front Office
- Food & Beverage Operations
Event Planning & Coordination
- Event & Project Management
- Operations & Management
- Operational Management
- Budget Management
- Inventory Control
- Sales Forecasting
- Facility Management
Team Leadership & Development
- Staff Recruiting & Hiring
- Training & Mentoring
- Cross-Functional Collaboration
Problem Solving
- Effective Communication
Certification
• WSET Level 2 Spirits, 07/01/23, Present
• Edinburgh Whisky Academy (Certificate in Scotch Whisky), 10/01/22, Present
• WSET Level 1 Spirits, 07/01/22, Present
• Edinburgh Whisky Academy (Certificate in Scotch Whisky), 10/01/22, Present
• WSET Level 1 Spirits, 07/01/22, Present
Willing To Relocate
Vancouver, BC
Languages
English
Native/ Bilingual
Malayalam
Native/ Bilingual
Hindi
Professional
Tamil
Professional
Timeline
Hospitality Services Manager (Auxiliary)
GOVERNMENT HOUSE
06.2025 - Current
Restaurant Manager (Vista 18)
Chateau Victoria Hotel and Suites
07.2021 - 06.2025
Customer Experience Department Manager
Walmart Canada
04.2020 - 07.2021
M Club Lounge Host
Marriott Hotels
02.2019 - 06.2021
Restaurant/Bar Manager
Boho - Restaurant/ Bar
01.2018 - 12.2018
Customer Relations Manager
IMATE DESIRE FOOT CARE PRIVATE LIMITED
01.2017 - 01.2018
Front Office Duty Manager
Feathers - A Radha Hotel
05.2016 - 01.2017
F&B Team Leader (Management Trainee Program)
Holiday Inn Hotel & Suites
01.2015 - 01.2016
Night Supervisor
Fassbind Hotels
07.2013 - 01.2014
Front Desk Agent
Overnight
03.2012 - 08.2012
Master's in Global Management - Business Administration and Management
Royal Roads University
Bachelor of Arts - Hospitality and Design Management
University of Derby
Bachelor of Arts - Design Management in International Hospitality and Design Management
IHTTI School of Hotel Management