Summary
Overview
Work History
Education
Skills
Interests
Accomplishments
Software
Languages
Recognition & Awards
Certification
Timeline
Websites
Jain Johnson PARASSERY

Jain Johnson PARASSERY

Niagara Falls,ON
People may forget what you said, but they will never forget how you made them feel.

Summary

A professional with more than a decade of accomplishment in the hospitality industry, specializing in guest relations, team leadership, and operational efficiency. Highly skilled and known for strong interpersonal abilities, effective multitasking, and maintaining accuracy under pressure. Adept at managing complex operations using industry-standard systems such as Cloudbeds, Opera PMS, and other hotel management platforms. Passionate about delivering exceptional service and creating memorable guest experiences. I am a nature lover and a photography enthusiast. It is always great to spend sometime out of work and explore those love!

Areas of Expertise: Customer Relations, Operation Management Systems (Delphi, Cloudbeds, Opera, Hotsoft & RDP), Sales Strategy, Marketing Strategy, Revenue Management, Writing Business Plan, Technology implementation, E-commerce Initiatives, Online Marketing, Digital Marketing, Creative strategies for SEO & Website development, Public Relations strategy & Creative designing.

Overview

16
16
years of professional experience
4
4
years of post-secondary education

Work History

Room Divisions Manager

The Old Stone Inn Boutique Hotel
05.2024 - Current

A boutique three-star historic boutique hotel with 111 rooms, restaurant, lounge, show lounge, courtyard, meeting rooms and event spaces.

  • Trained new employees on standards and hotel procedures.
  • Upheld high standards for customer service and led by example.
  • Conducted thorough competitor analysis to stay updated on industry trends while strategizing ways to outperform rivals in the market.
  • Enhanced communication between departments by holding periodic cross-functional meetings to discuss operational challenges and improvements.
  • Lead the digital transformation of hotel systems by evaluating, selecting, and implement hotel tech solutions to enhance operations and guest experience.
  • Strategic planning and budgeting for company by develop and manage departmental budgets, forecast occupancy and staffing needs and optimize room revenue through pricing strategies and upselling initiatives.
  • Work closely with Sales, Marketing, and Reservations teams to align promotional strategies with revenue goals.
  • Collaborate with the sales or take direct ownership of setting dynamic pricing strategies to automate rate adjustments based on real-time demand and inventory.
  • Forecasting and demand analysis with historical data, market trends, and booking patterns to forecast occupancy and revenue.
  • Monitor local events, seasonality, and competitor pricing to anticipate demand shifts.

Digital Creator/Owner

Ctrl A Digital
02.2021 - Current

A startup initiative by a team of passionate creators and marketing veterans known for taking professional approach and provide digital marketing, consultancy, branding ideas, software and technology services, application development.

  • Responsible to help clients with digital marketing, branding ideas, consultancy, software and technology services, application and web development and all other technical supports to infrastructure a business.
  • Provide help in finding the best solutions for clients, focused on brand designing and increasing their online presence.
  • Creating original digital contents for social media, print materials and website.

Accounting Assistant - Part time

Old Stone Inn Boutique Hotel
08.2023 - 04.2024
  • Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
  • Developed initial account plans leveraging sales planning process on focused accounts.
  • Expedited invoice processing with effective communication between internal departments and external vendors.
  • Maintained high knowledge of current programs, offerings and products.
  • Reduced delinquency rates through proactive communication with clients and implementing effective payment solutions.
  • Collaborated with sales teams to evaluate customer creditworthiness and establish appropriate credit limits for new accounts.
  • Maintained strong professional relationships with clients, fostering trust and facilitating open lines of communication regarding their credit accounts.
  • Worked closely with collections teams to pursue unpaid debts while maintaining professionalism and adhering to legal guidelines.
  • Delivered comprehensive reports on account portfolio performance, identifying trends and areas for improvement.
  • Conducted periodic reviews of existing accounts, adjusting credit limits when necessary to reflect changes in customer financial status or risk profile.
  • Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on overall operations.
  • Reduced errors and discrepancies in invoicing by closely monitoring billing data and conducting regular audits.

Guest Services Supervisor

GREAT WOLF LODGE - The Patterson Group
10.2023 - 03.2024

Great Wolf Lodge Ontario features an indoor water park, themed suites, and dining under one roof. Experience year-round fun at Niagara Falls' best family-oriented destination. It features a massive 100,000 square foot indoor water park with various pools, slides, and a lazy river, alongside dry-land attractions like bowling, mini-golf, an arcade, and multiple dining options. The resort offers a range of activities and entertainment for all ages, making it a popular destination for family vacations and special occasions.

  • Collaborated closely with other departments to meet guest needs and provide best possible experience.
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Supported team members by offering constructive feedback and coaching as needed.
  • Reviewed upcoming events and planned for expected challenges.
  • Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
  • Monitored team performance to confirm customer service standards were consistently met.
  • Facilitated communication between different departments, ensuring guest needs were met promptly.

Guest Services Supervisor

The Old Stone Inn Boutique Hotel
05.2018 - 05.2023

A boutique three-star historic boutique hotel with 111 rooms, restaurant, lounge, show lounge, courtyard, meeting rooms and event spaces.

  • Provide exceptional service to the guests, greet them in a friendly manner and interact with them in a positive way.
  • Responsible for all front desk duties includes answering calls, allocating rooms, check in and check out, manage staff, provides assistance to the guests and make sure that all information is conveyed to the guests in an effective way.
  • Helps the duty manager to keep a track of the in-house activities like giving information regarding the availability of the rooms, charges and services and making reservations based on it.
  • Knowledgeable about the current services that are being offered and make sure that this information is conveyed to the staff and guests in an effective way.
  • Ensure that the rooms have been allocated properly, check in and check out guests are as per the given standard procedures.
  • Provides valuable assistance to the guests by guiding them on local entertainment and recreation areas.

Social Media Marketing Expert

Accenture Inc
10.2020 - 06.2021

Accenture plc is an American-Irish multinational company selling consulting and processing services. A Fortune Global 500 company and had 500K+ employees worldwide. Their clients include 91 of the Fortune Global 100 and more than three-quarters of the Fortune Global 500.

  • The focus of the role is to plan and execute paid online and digital campaigns for assigned clients. It requires constant client communication and relationship management.
  • The key responsibilities are helping clients with recommendations for ads creatives, graphics and suggestions for best performing combinations or keywords.
  • Constantly checking the metrics and diagnosing with internal tools and determine ads performance.
  • Everyday learning and updating the deep knowledge about the platforms and marketing tools, testing variations of campaigns and metrics to determine best performing ads.
  • Collaborate with marketing teammates to maintain a consistent brand voice and message across all paid programs.
  • Stay up-to-date with digital marketing trends and potential new channels and strategies to keep ahead, including updates to social media marketing, attribution and programmatic media buying.
  • Continuous monitoring the campaigns or ads and reporting the results to clients and optimizing with significant edits and improving the ads results.

Line Cook/Prep Cook

Doubletree Falls View Resort by Hilton
07.2016 - 10.2019

A four Diamond AAA/CAA and Four Green Key Eco rated 18 storey hotel with amenities include an restaurant, bar and coffee shop, and 10,000 sq. ft. event space.

  • Responsible for setting up and stocking the stations with all necessary supplies, prepare food for a service such as chopping vegetables, butchering meat, marinating or preparing sauces and precooking if necessary.
  • Cooking the menu items in high quality, timely fashion, comply with nutrition and ensure that food comes out simultaneously.
  • Maintain a positive and professional approach with coworkers and customers. After each shift clean up station, take care of leftover food, and ensure sanitation regulations and safety standards.

Sales & Marketing Manager

The Dunes Hotels
10.2013 - 07.2016

The Dunes Hotels is a group owning multi star classified hotels and collectively having more than 350 rooms, event and conference facilities, convention centres, club houses and holidays.

  • Responsible for all business development activities by researching and developing marketing opportunities and implementing sales plans.
  • Analyzing budgets, preparing annual budget plans, scheduling expenses and ensuring the sales achieves the goal.
  • Training, scheduling, coach and managing marketing, reservations and sales team.
  • Implementing new business plans, advertising and promotions with coordination of other departments.
  • Updates job knowledge by participating in educational opportunities, hotel marketing fairs, workshops, media meets, reading professional publications, understanding guests and agents requirements, identifying market trends, gather suggestions to improve business and maintaining business networks.

Assistant Manager - Credits

The Silvertips
01.2013 - 09.2013

The Silvertips an EVM Hotels Pvt. Ltd., is a thematic four-star luxury hotel with 65 rooms includes Executive, Superior and Suite rooms, as well as three restaurants, multi GYM, mini theatre, conference halls, pool, game rooms, and Spa.

  • Manage the credit department and make decisions concerning credit limits, setting credit rating criteria, acceptable levels of risk and supporters’ terms.
  • Maintaining strong cash flows through efficient payment collections, setting and ensuring compliance with a corporate credit policy.
  • Preparing client database, proper client follow-ups and prepare daily and monthly reports to director board and concern departments.
  • Responsible and accountable for the entire credit granting process, including the consistent application of a credit policy, periodic credit reviews of existing customers, and the assessment of the creditworthiness of potential guests, with the goal of optimizing the mix of company sales and bad debt losses.

Assistant Front-office Manager

The Silver Tips Munnar
07.2011 - 03.2012
  • Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.
  • Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Responsibilities are training or retrain staff as per requirement.
  • Handle all conditions such as solve guests’ inquiries, complaints and provide quality customer requirement.
  • Initiated to create processes to increase the speed of total work.
  • Retain and update all front-office allied reports and documents for future such as monthly RevPAR, ADR, ARR, Credit report etc.
  • Possess and accumulate a good relationship with guests and business promoters.
  • Managed room inventory to optimize revenue opportunities during high-demand periods.

Guest Services Supervisor

The Silver Tips Munnar
02.2011 - 07.2011
  • Collaborated closely with other departments to meet guest needs and provide best possible experience.
  • Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
  • Supported team members by offering constructive feedback and coaching as needed.
  • Organizing all front-office activities by creating good rapport with staff.
  • Motivated all employees to increase their efficiency by organizing different programs.
  • Coordinating with other departments for the smooth running of the hotel and fulfill the guest requirements and requests.
  • Created and delivered effective training materials and courses.
  • Make reservations for hotel as needed and assist and comply with guest room reservation calls.

Front-office Assistant

The Silver Tips Munnar
06.2010 - 02.2011
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
  • Responded to inquiries from callers seeking information.
  • Directed phone inquiries, answered customer questions, and scheduled appointments.
  • Assisting guests warmly, efficiently and professionally, help and coordinate all front-office related duties, check all guests arriving and departing promptly, greet and assist all internal and external guests in a friendly manner.
  • Create and update the database with all new and additional guest information.

Job Trainee

The Silver Tips Munnar
10.2009 - 04.2010

Trained in front-office and completed cross-training in housekeeping, kitchen and F&B service at The Silvertips, a thematic four-star luxury hotel with 65 rooms, three restaurants, multi GYM, mini theatre, conference halls, pool, game rooms, and Spa. Awarded as the best trainee of the period 2009-2010.

Internship Trainee

KTDC Aranya Nivas
07.2009 - 10.2009

Trained in all departments includes bell-desk and parlor for completing the course-based internship for six months from The KTDC Aranya Nivas a wildlife three-star resort having 30 rooms with suites, premium and deluxe categories.

Education

Post Graduation - Hotel & Restaurant Operations

Niagara College, Canada
09.2016 - 04.2018

Bachelor of Science - Hotel Management and Tourism

Annamalai University, India
06.2007 - 03.2010

Skills

  • Trouper in handling different characters
  • Critical thinking and Problem solving
  • Adaptable, disciplined with good analytical ability and attention to detail
  • Quick leaner and team player
  • Communication and Negotiation
  • Creativity and Writing skills
  • Good organization and planning
  • Ability to understand buyers need and plan sales process

Interests

Photography

Movies

Music

Badminton

Gaming

Reading

Accomplishments

  • Implemented guest service enhancements by integrating local tourism knowledge (Niagara Ambassador certified), improving concierge recommendations and guest experiences.
  • Managed sales and marketing teams at The Dunes Hotels, increasing room bookings and event space utilization through strategic promotions and partnerships.
  • Analyzed budgets and implemented sales plans, contributing to consistent revenue growth and improved market positioning.
  • Introduced digital tools and industry leading PMS and other platforms (Zoho, Sage HR) at Old Stone Inn to streamline operational processes and enhancing efficiency.
  • Created original digital content for social media and websites, supporting brand identity and guest engagement for hospitality clients.
  • Monitored and optimized ad campaigns using internal analytics tools, improving ROI and client satisfaction in digital marketing roles.

Software

Windows OS, Hamachi, Ubuntu, Linux

POS: Silverware, Maitre'D

Property Management Systems: SkyTouch, RDP, Opera, Cloudbeds, Delphi

Hospitality Management System: Djubo IMS, Hotsoft

Microsoft essentials: Excel, Word, Power Point

Designing tools: Adobe Illustrator, Canva, Photoshop, Adobe Express etc

Web language: HTML

Languages

English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)

Recognition & Awards

  • Best Department Executive April 2016 - The Dunes Hotels
  • Employee of the month December 2010 - The Silvertips Munnar
  • Best Trainee of the period 2009 - 2010 The Silvertips Munnar

Certification

  • CPR & First Aid Training: A two-day comprehensive certified course meets the requirements of provincial/territorial worker safety and insurance boards. This includes and offered the latest knowledge about first aid and cardiopulmonary resuscitation skills, guidelines, and how those to be performed at the workplace or where needed.
  • Niagara Ambassador (TPN): A web-based learning program by OTEC helps to build and gain more knowledge about the Niagara, all the events and attractions that make this destination an awe-inspiring, vibrant and fun destination, all year round.
  • Work Health and Safety Awareness Training: A process that provides the knowledge and skills to perform the work in a way that is safe for self and co-workers

Timeline

Room Divisions Manager - The Old Stone Inn Boutique Hotel
05.2024 - Current
Guest Services Supervisor - GREAT WOLF LODGE - The Patterson Group
10.2023 - 03.2024
Accounting Assistant - Part time - Old Stone Inn Boutique Hotel
08.2023 - 04.2024
Digital Creator/Owner - Ctrl A Digital
02.2021 - Current
Social Media Marketing Expert - Accenture Inc
10.2020 - 06.2021
Guest Services Supervisor - The Old Stone Inn Boutique Hotel
05.2018 - 05.2023
Niagara College - Post Graduation, Hotel & Restaurant Operations
09.2016 - 04.2018
Line Cook/Prep Cook - Doubletree Falls View Resort by Hilton
07.2016 - 10.2019
Sales & Marketing Manager - The Dunes Hotels
10.2013 - 07.2016
Assistant Manager - Credits - The Silvertips
01.2013 - 09.2013
Assistant Front-office Manager - The Silver Tips Munnar
07.2011 - 03.2012
Guest Services Supervisor - The Silver Tips Munnar
02.2011 - 07.2011
Front-office Assistant - The Silver Tips Munnar
06.2010 - 02.2011
Job Trainee - The Silver Tips Munnar
10.2009 - 04.2010
Internship Trainee - KTDC Aranya Nivas
07.2009 - 10.2009
Annamalai University - Bachelor of Science, Hotel Management and Tourism
06.2007 - 03.2010
Jain Johnson PARASSERY