Balinder Anand Email & Phone Number

Vancouver, British Columbia, Canada

Toronto, Ontario, Canada

• Spearheading a hotel re-opening strategy plan during the COVID-19 pandemic through minimizing labour, creating new standard operating procedures in response to the pandemic, overseeing daily and weekly budget.
• Providing high-quality service by increasing revenue generation at the Spa by rolling out key services such as Microdermabrasion & Micro blading, achieving the highest cleanliness scores by implementing IHG Way of.
• Increasing team productivity and efficiency levels through continuously empowering the team, supervising the team to handle COVID-19 pandemic tasks, encouraging staff to work independently when resources and staffing.
• Ensuring high levels of guest satisfaction by interacting with guests upon arrival and during their stay, responding appropriately and professionally to any guest complaints, feedback, and questions, analyzing guest.
• Maximizing organizational revenue through participating in the preparation of the annual departmental operating budget and financial plans and monitoring budget and control labour costs and expenses with a focus on.

Toronto, Ontario, Canada

• Improved Housekeeping department productivity and efficiency levels by evaluating ongoing staffing needs and issues, hiring more full-time staff, scheduling later shifts to ensure proper cleaning, training a new office.
• Provided high-quality service to the organization and to guests through achieving the highest cleanliness scores by implementing IHG Way of Clean and Rooms Expeditor System and improving par levels for linen and terry.
• Generated higher revenue potential for the organization by understanding the importance of a department’s operation on the overall financial goals of the organization and ensuring those objectives are being met while.
• Increased the employee engagement score by 2% through providing general leadership direction to staff, securing proper supplies, equipment and uniforms for all employees, verifying compliance with all housekeeping.
• Boosted guest service and overall satisfaction by setting a positive example for the proper way to conduct customer service with guests, participating in the development and implementation of corrective action plans to.

• Supervised the maintenance of High-Quality Service and Guest Relations, proactively oversee Guest Services Management Team, and managed the annual strategic business plan’s management and execution.
• Earned numerous accomplishments that are instrumental in Rooms Management and provided the company with an edge over the competition maintenance.
• Trained and performance managed associates from Front Desk, Bell, Concierge, Valet, Instant Service, Door & Club InterContinental.
• Arranged monthly departmental and Employee meetings to improve employee engagement and develop ongoing communication with employees.
• Increased team productivity and efficiency through Managing over 65 employees in the Front Office Team and fostering a coaching culture that encourages colleagues to achieve personal and professional success.
• Intensified the Over All Stay Experience Score on Heartbeat Guest Satisfaction Survey from 80% to 88%.

Intercontinental Toronto Centre

• Reviewed daily and future business levels and therefore anticipate critical situations when it comes to hotel's room inventory.
• Enhanced guest experience through recommending, introducing and maintaining methods, products and services.
• Maximized revenue potential through assisting with forecasting and budgeting and implementing core up sells, upgrade and walk in reservation strategies.
• Performed site inspections for potential corporate business & local negotiated accounts.
• Communicated with other departments to ensure guest satisfaction and safety.

Intercontinental Toronto Centre

• Achieved the highest level of guest satisfaction by providing quality service and maintaining performance standards.
• Created "Best Practice" worksheets on monthly basis to train all Front Desk Agents on different topics to maintain consistency.
• Supported Front Office Department by training new employees who start in the department.

Intercontinental Toronto Centre

• Assumed the front office daily operations which include reservations, check-in and check-outs communication centre as well as guest services operations.
• Provided superior Guest Service upon check-in and check-out of each guest as well as overseeing the enrollment of guests into the IHG Rewards Club Program.
• Maintained guest accounts with accuracy and consistency while balancing room types on a daily basis by upgrading and up-selling.
• Assisted guests with concierge and business centre services when required.
• Recognized repeat guests through the allocation of rooms using guest preference and profile.

Toronto, Ontario, Canada

• Operated the guest hotline, effectively handled guests and associates requirements and assuring all calls and requests are processed in a timely and courteous manner.
• Followed up with respected department, ensuring request is delivered in a timely manner.
• Updated guest profiles with their preferred requests and preferences for future stays.