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11 years and 11 months
Assistant Guest Services Manager
Madinat Jumeirah Resort - Dubai, United Arab EmiratesFront Office receptionFebruary 2013 - Now · 7 years
-Handling a team of 156 butlers and 12 team leaders. -Handle and resolve guest complaints in compliance with Jumeirah standards. -Evaluates team in order to identify training needs and ensure all the identified training plans are carried out. -Attending the ops briefing and providing full and comprehensive update of all current, pending and outstanding guest complaints. -Monitoring and investigating guest's feedbacks (TripAdvisor / JD Power Survey / Comment Cards / Emails) -Control the availability of rooms, rooms types, accuracy of room count and rate categories. -Developing colleagues and team leaders by delegating tasks, empowering and coaching them in order to make sure they achieve the desired results.
Jumeirah Planning & Feasibility (Cross Exposure)
Jumeirah Corporate Office - Dubai, United Arab EmiratesAsset ManagementSeptember 2015 - September 2015 · 1 month
-I cross trained with Jumeirah's planning & feasibility team. During the cross exposure, I was exposed to aspects like due-diligence, financial projections & market research.
Jumeirah Lowndes Hotel - London, United KingdomFront Office receptionMay 2012 - February 2013 · 10 months
-Responsible to ensure effective supervision of all operational service function with the utmost efficiency as per the departmental operations manuals. -Reporting any shortcomings and to recommend appropriate or corrective action to the relevant HOD / GM. -Overseeing all health and safety activities, processes and record keeping along with the Executive Housekeeper. -Implementing efficient methods for standard quality checks in all operational departments as per the Leading Quality Assurance (LQA) standards.
Front Office Team Leader
Jumeirah Lowndes Hotel - London, United KingdomFront Office receptionDecember 2011 - May 2012 · 6 months
-Responsible for managing the reception and concierge team which included a team of 15 members. -Always striving to upsell a potential guest in order to maximise the ARR and RevPAR and at the same time motivating the reception team to do upselling. -In the absence of FOM, attending the TSA PPM meetings with the general manager and forecasting the upselling targets for coming months.
Front Office Receptionist
Jumeirah Lowndes Hotel - London, United KingdomFront Office receptionMay 2010 - December 2011 · 1 year and 8 months
(During my tenure as a front office receptionist I did room upselling worth £62,000, I also scored the highest points in LRA Emotional Audit, Actively took part in AICR Receptionist Of The Year Competition and Savoy Gastronomes Olive Barnett Contest) -Responsible for the daily check-in & check-out procedures. -Ensuring that the guest's credit limits balances with their expenditures by pre authorising the appropriate amount. -Processing the late charges and compiling the late charge letters and sending to various guests.
Front Office Night Auditor
Ibis Leeds City Centre - Leeds, United KingdomFront Office receptionSeptember 2009 - May 2010 · 9 months
(Part Time) Food & Beverage Assistant
Radisson Blu Hotel - Edinburgh, United KingdomFront Office receptionOctober 2008 - August 2009 · 11 months
The Oberoi Hotel - Delhi, IndiaFront Office receptionMay 2007 - November 2007 · 7 months
The Emirates Academy of Hospitality Management - Dubai, United Arab EmiratesSeptember 2013 - September 2014
MBA in Hospitality Management with Distinction (GPA 3.83) Modules Included-: Developing & Monitoring Corporate Strategy , Hotel Asset Management, Applied Statistics, Cross Cultural Selling & Marketing, Digital Marketing, Business Law & Ethics, Human Resources. Dissertation Topic-: "Hotel revenue management practices: The impact on business-to-business (B2B) relationship development for the suite market in Dubai."
Edinburgh Napier University - Tourism - Edinburgh, United KingdomJuly 2006 - July 2009
BA in Hospitality Management with Distinction Started my course at Institute of Advanced Management, Goa and pursued the final year of my studies as part of the study abroad program in Edinburgh. Modules include: Hospitality Business Development, Service Management, Corporate and Event Management. Worked on a consultancy project which was based on increasing the F&B sales of Best Western Bruntsfield Hotel, Edinburgh during the time of the economic downturn in 2009.
Native or fluent
Native or fluent