Manager-Hotel operations
Angel Residency
Total years of experience :22 years, 9 Months
Successfully conceptualized & launched the property with a team of 15 in 2007.
Sales calling in Major companies of NCR like (LG Electronics, Honda cars India, Moserbaer, Caparo Intl., ST Microelectronics, Daewoo, Terex Vectra, Yamaha etc)
Tied up with major travel agencies pan India. Offering special rates, organizing show rounds, negotiating commissions, following up payments etc.
Tie up & Distribution of inventory over major global selling platforms like Sabre, Worldspan, Amadeus, and Galileo, & the Internet GDS-powered sites and other distribution sites.
Promotion of the property via Google ad words, key words & SEO over the internet.
Single handedly supervised & performed (where necessary) tasks related to all aspects of a hotel’s business cycle starting from Planning, forecasting, budgeting, marketing, purchasing, establishing stocks, preparing job descriptions, operations management, inventory management, staff training, recruitment, guest management, revenue management, market management, vendor liaison, accounting/ auditing responsibilities, promoting special offers via bulk SMS & email marketing, following up payments from companies, travel agents, intersell agencies & payment gateways.
Successful supervision & management of daily operations varying from front office, concierge, housekeeping, private dining & butler service
Crafted out precise checklists & procedures for group arrivals, high occupancy dates & other service related areas which required consistency.
Initiated interaction with guests to judge their satisfaction level and provide feedback accordingly.
Identified & addressed complaint areas in order to close complaints and increase guest satisfaction.
Supervised the roster for the entire department of 200 plus.
Arranged staff trainings for areas of ‘concern’ such as cashiering, checkout process, rooming a guest etc.
Periodically appraised all employees under span of control.
Enhanced guest satisfaction through efficient and effective management of a team of 200 plus.
Handling service related issues and escalating them to senior management, as and when required.
Established & implemented departmental procedures and SOPs while working as a part of the pre opening team.
Identified training needs on a regular basis thereby increasing staff morale and performance.
Formulated rosters and leave plans for the team.
Dexterously handled a team of 50 employees.
Managed the entire front of the house operation ranging from front office, guest relations, concierge, club floor, telephones & night audit.
Trained employees in Fidelio & liaised with training department to fulfill departmental training requirements.
Established cordial and long term relations with in-house guests thus securing repeat business.
Bestowed with the additional responsibility of Hotel’s night manager during night shift.
Managed the bell desk, concierge, transportation & airport services
Ensured delivery of exemplary service to guests through preparation of itineraries and excursions.
Assisted guests with airport related services.
Managed a team of approximately 20 employees.
Promoted to the post of a Shift in Charge due to excellent performance.
Supervised the front desk, bell desk, guest relations, & the porch staff as a shift in charge
Customer Service