Pre-opening team @ Muro Social Club- Heading Customer Experiences & Guest Relations

● Overseeing the entire guest experience for the hotel and restaurant, handling a staff of 25 associates toensure a smooth day to day operations.● Undertaking reservation of rooms from Sales to Concierge aiming to keep the occupancy of therooms at 75% always.● Making itineraries, curating experiences and setting up unique guest experiences for all hotel guests.● Keeping an average of 33 lakh per month on room sales for the hotel with no compromise on guestexperience.● Training all staff members on how to maintain guest relations and service standards.

● Managing bulk retail sales as well as having telephonic conversations with the customer andproviding an end-to-end solution to customer queries.● Contacting customers to answer basic procedural questions or to gauge their level of satisfaction withthe company.● Achieving a sales target of 20 lakh per month without compromising on customer satisfaction.● Converting more than 60% of inbound sales calls into bulk orders every month.● Utilize CRM platforms like Hubspot to service 50+ clients daily, working with the team to identifypain points and retail sales opportunities for successful orders.● Managing Events, Outdoor catering and Pop-ups to represent the brand, making customers aware ofthe different products we do and providing them impeccable service.● Successfully managed at least 3 pop-ups a week to create brand awareness with an average of 100interactions with customers.● Co-ordinated with major events like India Art Fair and India Design Fair by setting up a visualmerchandise display. Interacted with over 1000 customers each day over the course of the events and made sure they have the best service experience.

O Pedro - Hunger Inc Hospitality Pvt Ltd Mumbai● Supported VIP guests in a close and attentive manner and kept restaurant staff apprised of specific needs.● Oversaw and optimized performance and services in the lobby and guest lounge spaces.● Promptly managed complaints and concerns with a positive attitude and rectified issues to completesatisfaction.● Personally, addressed and welcomed approximately 100 - 150 guests to business per day, improvingoverall customer service and engagement.● Managed all front desk operations for a busy high-volume restaurant, while zero compromises onguest satisfaction.

● Oversaw food preparation, production and presentation according to quality standards.● Identified, investigated and corrected operational issues such as inventory waste to keep businessoperating at optimal levels.● Handled escalated customer complaints to provide full resolutions and promote loyalty.● Planned and managed menus for weekly offerings and special events● Trained workers in every position, including food preparation, money handling and cleaning roles.● Kept facility and equipment in good working condition through regular preventive maintenance andrepair schedules● Collaborated with owners to educate the employees on the menu and procedural changes