Center Manager (Sutar Hospital, Lokmanya Hospital S.B Road, Lokmanya Hospital Mitramandal Chowk)22 August 2022- Present• Conducted data analysis to inform decision-making and identify areas for process improvement, resulting in increased efficiency and cost reduction.• Led risk management efforts to ensure compliance with protocols and mitigate potential risks to business operations.• Maintained effective communication with stakeholders, including employees, clients, doctors and vendors, to build and maintain relationships and support overall business goals.• Developed and executed plans for business growth and progress, leveraging analytical skills and adaptability to changing circumstances.• Provided training and development for team members, promoting a culture of continuous learning and development.• Customer feedback management, increasing online reviews and ratings. Google rating improved and review collection highest in the city and group.• Responsible for managing a team of 80+ employees, ensuring that they are meeting their targets, and providing support to help them achieve their goals.• Acted as the point of contact for Radiology/Pathology compliances in all three centers.• Developed and presented monthly reports on Key Result Areas and Key Performance Indicators, highlighting areas of success and opportunities for improvement• Team engagement, conducting team briefings / meetings

• Patient care- customer delight, daily interactions• Responsible for estimations, registrations, admission, cashiering & counseling o Insurance queries handling, ensuring error free billing• Spearheading OPD room allocation, doctors coordination o Queue management, handling international patients.• Controlling discounts, appointments handling• Process improvements: Admission TAT, time for cash and insurance discharges reduced significantly. In room admissions, identifying beds / rooms a day prior for patients posted for OT and in room admission for them.• Customer feedback management, increasing online reviews and ratings. Google rating improved and review collection highest in the city and group.• Adherence to NABH compliance, attaining KPIs,• Team engagement, conducting team briefings / meetings

• To ensure timely, efficient & professional welcome and check-in is provided by all Front Desk Colleagues ensuring customer satisfaction.• Maintain a high morale and productivity as well as good communication within the Front Office as well as between other departments.• Monitor the level of service provided by the department (i.e. by analyzing the Guest Satisfaction Reports) and constantly working on improving it through investigation, analysis and corrective action.• Prepare the departmental budget and put measures in place to achieve or exceed the budgeted profit.• Work in partnership with Guest Services, Reservations, sales & Housekeeping to ensure guest’s needs are determined and met in regard to room requirements.• To ensure all staff in Housekeeping and Front office departments comply with Hotel Policy regarding uniform and personal hygiene.• To be aware of the day’s business both in Room Occupancy, Special Requirements and VIP needs.• Liaise with Reception regarding Room moves, VIP guests, Special Needs and act on any information given.• Issue keys, room lists, house assistant check lists and cleaning schedules to housekeeping staff at the beginning of shift and collect and check them at end of shift.• Check all work given to the Room Assistants, Linen Porters and Maintenance throughout the day to ensure standards are being adhered to.• Regularly Inspect guest rooms, public areas, recreational area for cleanliness, appearance and also to make sure these areas are kept as per the hotels standard.• Ensure all Maintenance work in Bedrooms, Laundry and Public Areas are rectified prior to releasing rooms back to front desk.• Ensuring that accommodation is clean well maintained and attractively presented.• Ensure that company standards for guest services, décor, and housekeeping services are met or exceeded.• Ensure Guest’s and Hotel Laundry and Dry Cleaning is dealt to the standard laid down by the hotel management.

• Office Co-ordination & Administration.• Maintaining & creating Standard Operating Procedures for Front Office• Creating presence of Beaumonde The Fern in electronic & virtual media• Handling MICE segment of the hotel including weddings & corporate team building activities• Overseeing the internal sales for the hotel and devising new strategies to promote the hotel• MIS, Yield management, Revenue Plan & Budget• Handling Guest queries and complaints and making sure that the guests are satisfied with no further problem• Training of the staff, inter-department co-ordination• Controlling staff movement in the lobby• Handling the segment of Online Travel Agents – Inventory Control, Updating of rates, Promotions• Solving HKD discrepancies• Meeting & facilitating VIP’s on check-in• Authorizing allowances, rebates & paid outs

• Handling Reservations for the International and Domestic Sector of Ananda & Ista Amritsar from Sales managers & Travel agents• Materializing direct guest queries into confirmed reservation.• Handling the marketing driven registration for Ananda & Ista Amritsar.• Office Co-ordination & Administration.• Handling Expense report of the office & updating of corporate and leisure database

• Handling reservations via telephone, Internet (GDS), Travel Agents and Regional Sales office.• Check-in, Check-out of the guest• Night Audit• Handling Guest queries and complaints and making sure that the guests are satisfied with no further problem