I passionately believe that good hospitality essentials are the same. We all are emotional beings looking for relevance, context, and connection. I happily connect to people, interact with them in a way that leaves them better than we found them. Today it's important to be present, be relevant, add value and change every moment into a memory.
3 anni e 4 mesi
AS ROYAL SERVICES Royal Services is the communication hub for the hotel, my responsibility was to follow-up on all guest service related queries and complaints. Ensured all guest feedback and complaints are handled professionally and were the first line of escalation from all departments for guest service issues. Communicated effectively within the departments as a central hub and also responded and interacted with guests using emails, phones and, KIPSU. AS FRONT OFFICE SUPERVISOR Supervised front office operations. Ensured all the VIP arrivals run smoothly prior to arrival by maintaining communication between Housekeeping and other departments. Assisted and trained newly joined team members with daily operational standards to ensure their success in various front office operations. AS ASSISTANT NIGHT MANAGER Ensured all the room blocks were picked up prior to night roll. Led the entire night operations team including Valet and guest services. Ensured to close all of the open balances and open folios after investigating them. Ensured all the PM accounts are correct and up to date. Assisted Night Manager in the different night to day operations which included safety, security and day roll, Credit check and credit report as well. Assisted Night Manager in creating daily reports to ensure the next day operations run smoothly. Logged different incidents and daily concerns by internal and external guests and communicated them to the next shift to ensure that every recovery has been efficiently taken care
In charge of smooth functioning of Front office and Guest services. Led a team of 6 team members and was responsible for training and developing them. Played an instrumental role in enhancing guest service scores and as a result, the property was ranked at 41 as compared to 76 at the time when I joined. Was responsible for formulating and compiling departmental performance and guest feedback statistical reports which were used by management for building Strategy. Reviewing daily arrival reports and assigning rooms for VIPs, coordinating with housekeeping and F & B for amenities and personally greeting the VIPs upon their arrival. ∼ ∼ ∼ ∼ ∼ ∼ Monitored Hotel Incidents on a daily basis and kept the record of it and followed up with the guests and concern staff or department. ∼ Contacted guests before their departure ensuring they had a great stay and experience. ∼ Worked with managers in staffing, scheduling and training all the new staff. ∼ Involved in budgeting and managerial decisions for recognizing and highlighting areas of improvement in different departments of the hotel with senior management. ∼ Calculated the Ratios and exact percentage and variations in complaints and preference’s of guests on a daily and monthly basis and generating the report for senior management and concerned departments. ∼ Maximizing sales by providing the guests with additional information regarding products and services, and to make sure that guests are satisfied, so that they become repeat guests. ∼ ∼ REVENUE MANAGEMENT, SALES & MARKETING ∼ ∼ ∼ ∼ ∼ ∼ ∼ ∼ PROJECT WORK 2015 Initiated an upsell program which contributed towards incremental top-line revenues. Cross-trained in Revenue and Sales, Marketing & Communications. Identified new sources of revenue within the property by introducing packages for F & B outlets and introduced day use rooms based on demand. Trained in GDS, STR and Revenue Maximization. During my time, I initiated a partnership agreement with a travel agency in India for the hotel which added 44 room nights per year for the property. Participated in developing a quarterly revenue action plan for the year. Participated in creating a marketing plan for different seasons for the hotel. Developed an action plan for effective communication with media and guests Designed and developed print and E media products using various software such as Photoshop, Pro-design, etc. Participated in marketing strategies to differentiate our hotel from the comp set.
Analytical, critical, problem-solving skills and decision-making methods, as well as practical managerial experiences , developed through researching, evaluating and presenting arguments and data; IT skills to collect, analyse and present information in spreadsheets and databases; written communication skills, gained from report and essay writing; negotiation and teamwork skills, developed through working both independently and on group projects; leadership and delegation skills, gained through group work. Developed an open mind set on business in general in order to cultivate entrepreneurial qualities, especially in the fields of hospitality and tourism industries.
Conoscenza madrelingua o bilingue
Conoscenza professionale completa
Conoscenza professionale completa
Conoscenza lavorativa limitata
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