Pre-opening team member for a 310 keys hotel.

Key Responsibilities:-Supervising operations of Reservations, Front Desk, Cashiering, Guest Relations, Concierge, Bell Services, Airport Services, Main Porch & Business Centre.-Monitor guest satisfaction processes and respond to guest concerns & feedback.-Analyze guest feedback through GCQ's as well as Shift Logs on the basis of the 3 P’s.-Examination of Trip Advisor Reviews and its implications.-Monitoring the delivery and measurement of guest service standards and brand attributes through regular audits.-Proactively identifying potential guest issues and devising strategies with the team in order to ensure ideal handling of the issue.-Effective management of the inventory during blackout dates in order to maintain a balance between Guest satisfaction and revenue maximization.-Assessment of P/L statements, revenue and cost headers during FRM's.-Preparation of departmental budgets and effective re-forecasting of cost and revenue headers.-Administer the annual Summer Plan schedule of Rooms through effective inventory management.-Identifying the manning requirements in accordance with the defined budget.-Ensuring quarterly evaluations for the team through PDP's in accordance with the KRA's.-Design customized training schedules based on the training needs.-Promote and manage the stock and sales of the Imperial Boutique and maximize its revenue.Key Achievements:-Was actively involved in initiating the “Eliza Wing concept” (Single Lady Traveler Programme) and in developing a promotional web-rate.-Responsible for developing strategies for the introduction of the Grand Traveler Lounge for guests booked in suites/long staying guests/prominent personalities.-Introduced the concept of a Prodigee/Mentor system in the department.-Was awarded appreciation letters by Sr. Exec. VP & GM for the ’ Cairn Energy’ and the ‘Diageo World Class Event‘ group movements.-Was designated to conduct a training class on PMS and GDS at IHM Pusa, New Delhi.

Key Responsibilities:- Ensuring smooth operations of all sub departments in Front Office and preparation of shift log reports.- Possess thorough knowledge of inventory management and its implications.- Ensuring outstanding Guest Questionnaire Scores by exceeding and meeting guest expectations.- Providing ideas and suggestions for new products, services, technology and processes to ensure the Hotel's competitive position, in anticipation of changing customer needs within the dynamic hospitality environment.- Creating a healthy work environment by promoting teamwork, recognition, mutual respect and employee satisfaction.- Being a departmental trainer, conduct regular trainings as per the monthly training calendar and recording the training man hours for each associate.- Effective rostering of the team in co-ordination with allocation of respective duties.- Conduct regular monthly meetings with team members of the Front Office to address current initiatives, projects and long term goals.- Revenue optimization by effective room up selling: Setting monthly/weekly and daily targets, and identifying potential guests.- Accountable for timely closure of bills on hold/high balances and OLA’s.- Reducing departmental expenses through effective supervision on store requisitions.- Administering the updation of the departmental leave planner.- Effectively shifted business from competition hotels.

- Increased the transportation revenue generated by the hotel in comparison with the Outsourced travel desk (KTC) by 15%.- Appointed as the coach of the team for the TSA Up-selling Training Program, thus ensuring the increase in overall revenue generated through up sells by 25%.- Implemented Individual Cash Imprests & a cash counting machine at the Front Desk.- Established a Key Handover Format in order to control the loss of room keys and the cost incurred through the same.- Gained an insight into managerial skills and capabilities by covering the fundamental modules of Harvard Manage mentor through E-Learning.- Certified as a coach for the Harvard Manage Mentor module of “Giving & Receiving Feedback”.- Certified as a departmental trainer by the Asia Pacific Head Office of Hyatt in Hong Kong, having undergone the 'Train the Trainer' course.- Was a part of the team setting up the Pre-Installation Guide for the Fidelio-Opera Turnover.

- Reported to the Hotel Director of Human Resources who was the Division Head and maintained close relationship with the Hotel Training Manager and Director of Training - South Asia for the full duration of the program.- The General Manager was appointed as my Mentor to assist me in progressing through the program and in developing necessary skills.- Gained thorough knowledge of Front Office Operations and gained an insight into the operations of other departments of the hotel like Engineering, Materials, Information Systems, Food & Beverage (Production & Service), Human Resources & Training. Sales and Marketing and Finance were opted for as the key specialization areas.