Arjun Jerath Email & Phone Number

I began my career with ITC Hotels in ITC Hospitality Management Institute between 2007-2011. The 4 year management training course includes 22 subjects, a Bachelors Degree in Tourism Studies from IGNOU & a Green Belt in Six Sigma. After graduating top of my class and being awarded the coveted Habib Rehman Roll of Honour I was posted to 600 room ITC Grand Chola, Chennai as an Asst. Manager Front Office.I have pre opening experience of 14 months at ITC Grand Chola following which I worked there for an additional 6 years and 8 months in various roles concluding as an Assistant Head of Department for the last 2 years. In May 2019, I moved to the iconic ITC Maurya, New Delhi as an Assistant Front Office Manager. I was an AFOM for 9 months before being promoted as the Front Office Manager (Head of Department) in February 2020.Front Office is the face of a hotel & manages the rooms division. It accounts for over 80% of all guest interactions in the hotel & operates 24 hours/365 days a year. As the FOM, I was directly responsible to lead & train over 100 employees (aged 19-59 years) across 15 different sub areas. Some competencies of my role are as follows:- Managing the telecommunications of the hotel which handled over 25,000 calls per day.- Managing the Front Desk which handles over 200 arrivals & departures daily and directly handles billing of over Rs 200 crores annually.- Managing a dedicated Guest relations team responsible for standardised customer interactions & guest history capture.- Managing round the clock Airport Concierge, Travel Desk, Reservations, Business Centre, Bell Desk & Les Clef D'or accredited concierge teams.- Daily coordination with other areas of a hotel such as Sales, Food and Beverage, Finance and control, etc.- Liaison with Delhi Police, FRRO and Ministry of External affairs for statutory document compliance and sensitive guest movements.Key Achievements:- Led the team during the highly sensitive President of USA movement in Feb 2020- Successfully led the pilot projects for certification of WeAssure protocols by both NABH and DNV. These protocols were then replicated across other ITC Hotels- Ensured End-to end Implementation of the WeAssure model (Covid Safety protocols) of ITC Hotels for Front Office.- Spearheaded the implementation of the EcoBillz systems at ITC Maurya – contactless guest experience through digitization of the arrival and departure process- Key Project Member to revamp all existing Standard Operating Procedures applicable to Front Office Operations across all ITC Hotels