Christopher Pillai Email and Phone Number

• Coordinating with tour operators to organize leisure activities; budgeting & forecasting on daily amenities & service recovery• Monitoring and managing cash on day-to-day basis, depositing cash every day to the concerned authorities and making cash and credit reports• Ensuring the high quality services, resulting in guest delight & optimum resource utilization for maximum service quality• Providing maximum customer satisfaction by closely interacting with in-house and… Show more • Coordinating with tour operators to organize leisure activities; budgeting & forecasting on daily amenities & service recovery• Monitoring and managing cash on day-to-day basis, depositing cash every day to the concerned authorities and making cash and credit reports• Ensuring the high quality services, resulting in guest delight & optimum resource utilization for maximum service quality• Providing maximum customer satisfaction by closely interacting with in-house and potential guests to understand their requirements and customizing the services accordingly• Creating business development procedures, service standards and operational policies & guidelines for maintaining quality & hygiene quality standards • Collaborating with clients, processing requests & resolving complaints• Communicating and guiding new staff members to perform their work Show less

• Encouraged personal recognition of all guests and reviewed the expected arrivals for the day to identify possible amendments to maximize room utilization• Ensured health safety and security procedures are followed in the absence of the higher management• Administered lobby area, reception desk, concierge counter and all back of house area were kept in a brand standard state at all times

• Ensured the perfect arrival/ departure experience while maintaining proactive lobby management with brand service experience for all the guests• Monitored all guest comments and followed-up through in-house complaint system (CFF)• Coordinated with concerned departments to ensure a seamless guest experience; ensured team knowledge and experiences are consistently shared within the department and the organization

• Dealt with late arrivals and assisted with early checkout• Operated as a Single Point of Contact for guest for queries and resolved customer complaints• Completed the night audit procedures with accuracy and attention to detail• Ensured all relevant paperwork has been completed for a smooth handover at the end of the shift

• Answered letters of inquiry regarding rates and availability• Conducted on job training and provided information about safety and emergency procedures and ways to act upon them• Anticipated and intervened in all incidents of guest dissatisfaction and satisfied all such guests within hotel policy by fostering service recovery

• Planned and assigned workloads for front office associates and supervised associates in their assigned job duties• Prepared operational and financial records for Manager to review• Assisted in hiring and training associates in front office duties• Evaluated the performance of associates and provided appropriate feedback

• Managed phone reservations & room assignments for 503 Room Full Service Resort Hotel• Greeted and registered guests, issued room keys, processed credit card transactions and conducted check-out process• Implemented high impact sales and marketing initiatives that resulted in increased occupancy and revenue generation• Provided positive and world-class customer service experience by promptly responding to customer concerns and resolving them on priority.