Sridharan Murugesan

Sridharan Murugesan

Concierge Supervisor at The Oberoi Beach Resort, Al Zorah
Lives in Ajman, United Arab Emirates

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About me

In my opinion, the way a business greets and welcomes guests has a direct impact on its success. My combination of skills and expertise in building meaningful relationships with people - both as a leader and as a service provider - makes me a strong candidate for the hospitality industry at your esteemed organization.
Having worked in guest-facing roles for over 12 years, I possess outstanding leadership skills, and the ability to motivate employees to take that extra step to provide excellent service. There is no job too small to overlook, and I champion the efforts of everyone to work harmoniously as a team. My ability to tackle issues effectively along with my attention to detail have helped me to greatly excel in this position.
My career has taken me across India, Dubai, Abu Dhabi, and now Ajman, where I've had the opportunity to work with a diverse group of people with a can-do attitude, whilst bringing a positive approach to everything I do. My specialty is handling high-pressure situations calmly and professionally, and I thrive on resolving guest complaints to their satisfaction. Aside from overseeing multicultural teams, managing multiple projects, and building client relationships, I also possess strong management skills. My greatest value to my leaders has been my ability to work independently to oversee all VIP arrangements, and contribute to the team with a high level of integrity and passion for excellence.
Being a firm believer in lifelong learning and continuous improvement, I enjoy attending personal development courses and expanding my knowledge via online platforms like Mind Luster. Having the opportunity to work at one of the area's leading hotels excites me, and I welcome the opportunity to meet with you in person to discuss my qualifications and how I might bring value to your organization.

Experience

11 years and 11 months

  • Concierge Supervisor

    The Oberoi Beach Resort, Al Zorah - Ajman, United Arab Emirates

    Room Division Management
    November 2018 - Now · 4 years and 1 month

    Achievements: Nominated for the CEO Award | 2021; LQA Results of 92% (2021) Besides supporting the Front Office Manager by carrying out Duty Management roles, my primary responsibilities include overseeing the day-to-day operations for a team of 15 colleagues spanning the Concierge, Bellman and Valet teams, and being the point-of-contact for all long-stay guests by meeting with them, and helping them plan their itineraries either prior to arrival or during their stay. Introduced WhatsApp options to increase our response to guest queries, as well as created dedicated concierge business and chauffeur cards to enhance the guest experience. Besides encouraging my team to deliver service excellence in line with our operating policies and standards, I am also responsible for:  Orchestrating unique Guest Experiences for our resort guests based on the seasons (Summer & Winter programs), and implementing the listing of activities via QR code post-Covid, as well as benchmarking against other luxury brands in the market through competitor analysis.  Anticipating and responding to colleagues’ training to ensure professional growth and career development, as well as balancing the hotel’s operational needs.  Effectively resolving guest's complaints and requests, and taking action to provide consistent guest experiences and satisfaction.  Directing arrival and departure logistics for all VIP clients, Heads of State, delegations and celebrities from the meet and greet, to safeguarding their security detail with the help of local authorities and our Security team;  Conducting regular meetings and daily briefings to keep them informed of special events, special guest requests, and relevant activities that might impact their day.  Serving as the lobby ambassador and regularly checking the general cleanliness of the lobby and entrance area, as well as assessing the functionality of all concierge equipment.  Providing all guests with friendly, courteous, informative, and efficient service upon arrival to ensure maximum guest satisfaction, and leading by example.  Overseeing the delivery of guest messages, requests, newspapers, etc. are delivered in a timely manner and that deliveries are recorded correctly.  Supervising the hotel’s contracted Valet Parking service so that guests and patrons always receive optimum and prompt service.  Scheduling colleagues in line with high occupancy, events, etc. to guarantee coverage within the department at all times.  Maintaining all information in Opera and the Telephone Book on restaurants, airlines, maps, shopping malls, and hotel facilities to ensure that guests are well informed of any information that might be helpful

  • Concierge

    Anantara Eastern Mangroves Abu Dhabi Hotel - Abu Dhabi, United Arab Emirates

    Room Division Management
    October 2013 - August 2018 · 4 years and 11 months

    As part of the pre-opening team, was actively responsible for establishing the brand standards, and training colleagues. Also partook in cross-training with the Sales Department in e-commerce and Distribution (Mar 2016). Served as the Asst. Head Concierge in coordinating transfers, logistics and group movements for guests between Anantara Qasr Al Sarab Desert Island, Al Yamm, and Anantara Al Sahel Villas, Sir Bani Yas Island. Key tasks included:  Creating bespoke room packages with special activities like kayaking to boost revenue.  Developing LSOPs for the Bell Desk, Valet, Lobby Greeter, and Guest Services Teams.  Initiating the creation of individual training log-books for all colleagues within the FO Department to accurately track and enhance guest services.  Conducting mock internal LQA audits to ensure all departmental colleagues were well-versed in executing the brand standards.  Tracking guest satisfaction scores and applying the feedback towards developing training modules for the team.  Possessing complete and thorough knowledge of all the hotel’s facilities and attractions, along with activities in the city.  Being familiar with large-scale events, conventions, concerts, etc. that were frequently taking place in the region.  Responding to a wide variety of guest requests by accurately assessing their needs and requests and making recommendations to maximize their satisfaction.  Spearheading special arrangements and unique requests for our guests, including the planning of special occasions.  Gathering, summarizing, and providing information about the property, surrounding area amenities, special events and activities.  Collaborating with external service providers and other departments as necessary to resolve quest calls, requests, or concerns.

  • Night Porter

    Chelsea Plaza Hotel - Dubai, United Arab Emirates

    Room Division Management
    May 2012 - September 2013 · 1 year and 5 months

    Responsible for supporting the Night Manager with all guest queries, as well as meeting and greeting guests, visitors, and patrons to the hotel. Assisted with: -  Luggage/shopping of arrivals/departures during the night shift, and maintaining the highest levels of customer care.  Ensuring the tidiness of the Lobby and common areas, and reporting any faults to the relevant department(s).  Providing exceptional service through courteous interactions with all our guests and regular patrons.  Organizing the valet team and supporting the responsibility of a clear front driveway.  Accurately receiving, logging, and issuing of any guest mail, messages and parcels.  Providing the Head Concierge a clear and concise handover at the end of the shift, highlighting any pertinent issues that required follow-up for a smooth operation.

  • Guest Services Agent

    Le Royal Meridien - Chennai, India

    Room Division Management
    November 2010 - May 2012 · 1 year and 7 months

    Providing exceptional guest experiences through the handling of guest enquiries and requests in an efficient and courteous manner, and going above and beyond to surprise,delight, and provide unique experiences. Dedicated towards: -  Delivering courtesy calls to all guests to follow-up on their stay and ensure their satisfaction with the services and facilities.  Escalating any serious guest complaints to the Duty Manager for further follow-up.  Preparing VIP arrival reports for the following day to coordinate amenities with the relevant departments.  Regularly updating guest history to ensure accuracy and that all pertinent information such as allergies, food restrictions, etc. are communicated to all concerned departments.  Orchestrating large group check-ins with special welcome drinks, cold towels, and room-key packages, etc.  Escorting VIPs to their assigned rooms upon arrival and performing in-room/in-suite check-ins as well as delivering a room orientation, and briefing on hotel amenities such as the gym, spa, restaurants, etc.  Coordinating the distribution of guest amenities, welcome letters, and amenity set-ups for VIPs, groups, long-stay guests, dignitaries, etc.  Facilitating clear communication between Concierge, Front Office, and Reservations for smooth daily operations

Education

  • B.sc

    Asan Memorial College - Chennai, India

    June 2004 - May 2007

    B.sc Hotel Management

Languages

5 languages

  • English

    Native or fluent

  • Tamil

    Professional working

  • Hindi

    Professional working

  • French

    Limited working

  • Arabic

    Limited working

Personal information

Nationalities

  • Indian

Work Permits

  • United Arab Emirates

Date of birth

August 12th 1987

Driving License

Yes

Skills

9 skills

  • Concierge Organizer
  • Customer sevice
  • Great communicator
  • Problemsolving
  • Revenue
  • Team coach
  • Teamleader
  • Team management skills
  • Transportation
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