Siddharth Santosh

Siddharth Santosh

Guest Service Manager at The Westin Edmonton
Lives in Edmonton, Canada
over 6 months ago

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I am a M.B.A postgraduate professional looking to redefine the field of hospitality in tune with the changing face of the business and social world.. I am passionate about marketing and financial strategy especially when it ties in with the hospitality field.

My primary goal is to work in different environments to help develop myself further into a true hospitality professional which will only serve to help me achieve my secondary goal of eventually molding the next generation of hospitality professionals.

Experience

  • Guest Service Manager

    The Westin Edmonton - Edmonton, Canada

    Guest Relations
    April 2018 - Now · 10 months

    ▪ Utilized interpersonal & communication skills to lead and supervise daily operations ▪ Assisted during multiple waves of integration with Marriott systems, policies & procedures; ▪ Acting as on-site MARSHA coach for front office, and at times sales team; ▪ Coached, counseled and empowered associates in a manner that encouraged professional growth; ▪ Took responsibility and ownership of the Breakthrough Leadership Training program; ▪ Took charge of same day selling procedures along with inventory to maximize transient hotel revenue and occupancy with the integration of MARSHA systems ▪ Received and resolved all issues/grievances on shift without escalation; ▪ Created and fine-tuned the Rooms Controller checklists prior to position being opened; ▪ Ensured all aspects of every associate’s check-ins exceeded parameters set by Marriott; ▪ Solicited associate feedback on operations, developments and concerns, and provided feedback in return ensuring a two-way channel of development;

  • Guest Services Supervisor

    Edmonton Marriott at River Cree Resort - Edmonton, Canada

    Guest Relations
    May 2016 - March 2018 · 1 year and 11 months

    ▪ Supervised daily front office and concierge operations while ensuring compliance with brand standards, policies and procedures; ▪ Coached, counseled and empowered associates in a manner that promoted character and skill development; ▪ Received and resolved 85%-90% of all issues/grievances related with the hotel and/or casino before escalation; ▪ Managed same day selling procedures along with inventory to maximize hotel revenue and occupancy, ensuring over 30 plus perfect fills in 2016-2017; ▪ Responsible for achieving more than 30% increase in night team’s check-in scores, and helping beat YTD target overall for the front desk by 5% ▪ Helped achieve highest elite loyalty appreciation scores for 2017 in North America (84.8%)

  • Night Auditor & Manager on Duty

    Calgary Marriott Downtown Hotel - Calgary, Canada

    Finance/Accounting
    November 2014 - May 2016 · 1 year and 7 months

    ▪ While appointed as Manager on duty, received and resolved guest issues in a timely, personalized and effective manner; ▪ Compiled and verified revenue reports for accounting and executive teams; ▪ Led the night team to generate on average more than $2000 in upsells monthly; ▪ Implemented several initiatives that kept overall night audit check-in scores above 80% ▪ Modified existing night audit checklists to ensure better efficiency and increased cohesion between team members, while delivering easy acclimatization for new associates;

  • Assistant Night Manager

    Millennium Resort Mussanah - Muscat, Oman

    Finance/Accounting
    September 2014 - November 2014 · 3 months

    ▪ Audited rooms and outlet revenues; ▪ Conducted service standards audits to ensure compliance ; ▪ Dealt with guest issues in a timely and personalized manner; ▪ Responsible for over 22% drop in monthly compensation while on duty;

  • Sales Executive

    Salalah Marriott Resort Hotel - Salalah, Oman

    Sales & Marketing
    July 2014 - September 2014 · 3 months

    ▪ Updated hotel sales contacts and added new contacts in leisure and corporate market; ▪ Trained on negotiation techniques to generate a win-win situation for the company and client; ▪ Created and distributed contracts with negotiated rates to contact lists; ▪ Generated 3 contracts leading to over 270 room nights within 1 month;

  • Strategic Consultant

    Beau-Rivage Palace Lausanne & D’ Anglaterre Hotel - Lausanne, Switzerland

    Consulting
    January 2014 - May 2014 · 5 months

    ▪ Conducted research on competitive set and business conditions, both medium and long term; ▪ Undertook analysis of costs, sales and revenues, employee and guest satisfaction scores, etc.; ▪ Formulated operational and marketing strategies based upon both proven ideas and innovation to retain and gain market share; ▪ Made recommendations for new policies to be implemented with respect to client relation management;

  • Night Auditor

    JW Marriott The Rosseau Muskoka Resort & Spa - Muskoka, Canada

    Finance/Accounting
    May 2012 - October 2012 · 6 months

    Trained in Front Office & Night Audit operations, being recognized as Front Office Champion of the week twice

  • Guest Service Agent

    JW Marriott The Rosseau Muskoka Resort & Spa - Muskoka, Canada

    Guest Relations
    June 2011 - October 2011 · 5 months

    Trained in Front Office & Night Audit operations, being recognized as Front Office Champion of the week twice

  • Trainee

    InterContinental Mus - Muscat, Oman

    Management Trainee
    May 2010 - August 2010 · 4 months

    Trained in Kitchen, Restaurant, Bar, and Front Office Operations

Education

Languages

  • English
    Native or fluent
    100%
  • Hindi
    Full professional
    80%
  • Spanish
    Notions
    20%
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