• • Reported to the MD, & led 120 member team, to steer hotel operations in the 56 key deluxe accommodations, in Abhimaani Vasathi, Bangalore& offered superior service level as per the specified key performance parameters.• Set up budgetary allocations to adhere to planned expenses & worked within budgetary limits. .• Displayed business acumen to formulate strategic plans to exploit opportunities for growth across the business verticals.• Inspirational role to innovatively… Show more • • Reported to the MD, & led 120 member team, to steer hotel operations in the 56 key deluxe accommodations, in Abhimaani Vasathi, Bangalore& offered superior service level as per the specified key performance parameters.• Set up budgetary allocations to adhere to planned expenses & worked within budgetary limits. .• Displayed business acumen to formulate strategic plans to exploit opportunities for growth across the business verticals.• Inspirational role to innovatively execute cost saving techniques & measures, as well as suggest modifications to substantially reduce operation & maintenance-O&M expenditure.• Made noteworthy contribution to ensure high quality services to achieve customer delight by extensive interaction with guests and ensuring quick resolution of problems.• Successfully developed & implemented new set of standard operating procedures in the department & formulated policies to handle entire hotel operations.• Ensured professional high standards of guest service experiences solve customer query & resolve guest complaints.• Demonstrated transformational leadership to act as catalyst of change to impart appropriate in house training to support service staff to improve teamwork & ensure capacity building to deliver service excellence.• Initiated steps to prepare & monitor food & beverage items & maintain appropriate documentation for inventory control with timely indenting of supplies.• Ensured compliance with pre-set quality & hygiene standards as well as aesthetic presentation of food & beverages.• Deftly anticipated client servicing needs of business & leisure guests & most discerning international & domestic travelers.• Framed strategic directions on policies & procedures to overhaul operating systems to deliver service as per quality norms & ensure customer satisfaction & delight.• Designed & setup robust quality compliance procedures & control systems to maintain hygiene & quality standards. Show less

• Led a team of 150 to supervise rooms division in particular, set up hoteloperations, & manage guest relations functions in new 120 key, 3 star category luxury hotel as per the set key performance indices.• Coordinated from project stage & interfaced with department heads to finalize policy & procedures in the hotel & supervised departments.• Made noteworthy contribution to adroitly manage overall unit in coordination with respective HODs, designed mystery guest programmes, promptly… Show more • Led a team of 150 to supervise rooms division in particular, set up hoteloperations, & manage guest relations functions in new 120 key, 3 star category luxury hotel as per the set key performance indices.• Coordinated from project stage & interfaced with department heads to finalize policy & procedures in the hotel & supervised departments.• Made noteworthy contribution to adroitly manage overall unit in coordination with respective HODs, designed mystery guest programmes, promptly arranged all guest services, & displayed full commitment to the approved standards.• Exhibited excellence to ensure profitability in operations & supervised all aspects of kitchen management including menu planning & monitoring food production to ensure compliance with quality & hygienic standards.• Proficiently designed & implemented training programs, framed service standards, revamped operational policies & norms, & streamlined hygiene & customer services norms to bring keen customer focus, high energy level & team spirit.• Made significant contribution to handle human resource management- HRM, staffing, recruitment, & on boarding of new talent to offer best pre-opening experience & set new performance benchmarks.• Credited for evaluating credit worthiness of clients, & monitoring accounts receivables & other accounts related jobs. • Played a stellar role to skilfully operate 08 outlets including a multi cuisine restaurant, a pure vegetarian restaurant & 6 banquet halls (with capacity ranging from 25 to 1000 pax). Show less

• Reported to the General Manager, led a team of 18 to handle the front office department & sub departments like reception, reservation, concierge, cashier, bell desk, telephones & lobby desk in line with key performance objectives.• Compiled & analysed data to control guest relations complimentary services costs. • Championed efforts to create customer delight by proper check of house position, review of expected arrivals & departures, block rooms for VIP guests & assess room amenities… Show more • Reported to the General Manager, led a team of 18 to handle the front office department & sub departments like reception, reservation, concierge, cashier, bell desk, telephones & lobby desk in line with key performance objectives.• Compiled & analysed data to control guest relations complimentary services costs. • Championed efforts to create customer delight by proper check of house position, review of expected arrivals & departures, block rooms for VIP guests & assess room amenities with special preference to special requests.• Scrutinized density chart on a daily basis to smoothen workflows & augment functioning of the Reservation Department• Scripted a success story by monitoring high bills & payments made by the guest to avoid defaulters.• Played a pivotal role to maintain & regularly update guest history in the department to extend personalized guest service by the staff & executives as well as up sell rooms & services and pro-actively promote hotel’s facilities. • Spearheaded steps to overhaul existing systems to manage staff including lobby managers, front office assistants, front office cashiers, reservation assistants, telephone operators & bell boys to handle guest checkouts, messages & parcels. • Instrumental in maintaining good ARR by minimizing discounts to optimize performance.• Attained efficiency to adeptly steer foreign exchange transactions, credit card payments and company billing.• Credited for guiding guest relation executives to dexterously improve complaint handling & service recovery process. Show less

 To help and assist the Front Office Manager in organizing and running the department To be warm, friendly and courteous to guests To achieve optimum sale of rooms through proper yield management To make and monitor the duty roster of the departmental staff To supervise the reception counter To check all VIP rooms To deputize for the front office manager in his absence or whenever required to do so To initiate action on all mail coming into the… Show more  To help and assist the Front Office Manager in organizing and running the department To be warm, friendly and courteous to guests To achieve optimum sale of rooms through proper yield management To make and monitor the duty roster of the departmental staff To supervise the reception counter To check all VIP rooms To deputize for the front office manager in his absence or whenever required to do so To initiate action on all mail coming into the department To initiate action on all group bookings and block rooms in the reservation register To complete statistics maintained on a daily/ weekly or a monthly basis as per procedure To follow up with the local travel agent for requirements of a group before their arrival To maintain appropriate guest history records To greet guests on arrival and provide timely assistance at check-in To advise the general manager of all VIP arrivals and also to escort all VIP’s to their rooms To report on a weekly basis, all views, suggestions/ comments of guests’ met To assist guests immediately if they have any problems with the services provided by the Hotel To pay special attention to special requests on rooms, services and complaints of house guest To ensure proper compliance with the unit and corporate policies with regard to lobby administration To promote sales and develop business contacts for the Hotel and the company To render assistance to the front office cashiers and the night auditor To keep constant contact with related departments such as housekeeping, engineering, F&B service and others. To arrange for outside errands required by guests and management To keep a check on guest elevator services and ensure their smooth operation To take rounds of the entire Hotel to ensure smooth operation in all areas Show less

RECEPTION