Satender Kumar Tomar

Experience

• 

  Thunderbird Resorts

  Jul 2010 - Apr 2011

  Operation Trainee

  • Responsible for keeping check on inventory and requisition for the department.• Active participation in the learning of service procedures.• Responsible for Linen in the restaurant.• Attending briefing and de-briefing with the staff and managers.• Assure smooth operation through proper coordination.• Maintaining log book and effective follow up systems.• Maintenance of equipment by careful cleaning, stacking and storing

• 

  The Oberoi mumbai

  May 2011 - Jan 2016

  Butler Supervisor

  • Checking daily arrival list and monitor all VIP movements of the day.• Responsible for Food and Beverage Service in the pre-determined area assigned.• Ensure that the guest has a pleasant stay by supervision of Room allocation, smooth check in and check out and special requirement of the guest.• Coordinating with Front office to finalize all operational details of upcoming events. • Planning staffing such that each guest receives impeccable service without delay.• Liaising with Kitchen Stewarding, Housekeeping, Engineering for maintenance of the equipment by creating periodic maintenance schedules, and compiling weekly preventive maintenance reports to maintain the quality of the equipment. • Creating guest database, for the restaurant and updating the same for all new guests.• Recommending the periodic purchase of special items both domestic and imported.• Responsible for maintaining reasonable cost control in the department without compromising on quality. • Ensuring that the team maintains all the grooming standards as per the company policy.• Create a work environment that is high in employee morale and provides constant learning and development and use the feedback to draw an action plan.• Completed Butler Foundation Programme by The Guild of Professional English Butlers.• Delegate work and give tasks to individuals to do. • Continuously reviewing and managing team performance.• Coordinate with co-related departments & follow up on guest complaints and do necessary service recovery. Show less

• 

  The St. Regis Mumbai

  Jan 2016 - Jun 2017

  Head Butler

  • Leading a team of 33 people and build relationships with both guests and Staff. • Oversees the day-to-day operations of the Butler team, ensuring that the team executes exceptional service consistently across all areas. • Monitor and review Quality standards of the Department• Check the stock of items needed for Butler operation and place orders if needed• Effectively implement Rooms Department objectives and goals such as guest service satisfaction (GEI), financial targets, revenues and profits• Actively solicit Guest feedback and focus team on hospitality and guest service.• Actively promote a work environment, which cares for guests and associates alike• Maintains seamless interaction with guests in order to facilitate guest recognition, obtain preferences, anticipate guest needs and proactively deliver all their requests & requirements• Ensure all Butlers adhere to the privacy rights of all guests• Ensures a smooth flow of information is carried out through regular meetings with all staff, supervisors and assistant manager• Ensure a high level of communication is maintained between the Butler Service and all other areas of the hotel• Ensures daily shift handovers are conducted in a professional and constructive manner• Review daily reports to ensure system is being maintained as per company policies and procedures• Conduct daily shift briefings for the team• Approves the training plan for all Butler staff and follows up to ensure compliance within budgetary guidelines• Carry out interviews for all prospective Butlers to ensure they are guests focused• Conduct Annual appraisals with all team members as means of motivation and development• Introduce new approved methods of making work and operation of Butler Team smarter• Ensures a high level of product knowledge of the hotel and local area• Spot check performance of Butler service staff and ensures standards are maintained Show less

• 

  Marriott International

  Jul 2017 - Nov 2021

  Assistant Front Office Manager (HOD)

  As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.• Supervises and manages employees. Manages all day-to-day operations. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.• Manages department controllable expenses to achieve or exceed budgeted goals.• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement and responds to and handles guest problems and complaints.• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns. Show less

• 

  Encalm Hospitality Pvt. Ltd.

  Nov 2021 - Aug 2024

  • Innovating and driving revenue-generating programs and shown a healthy increase in incremental revenues• Build a data structure and reporting process through deep dives into various business parameters, which clearly establishes truth in data• Understand the business challenges and identify data-driven business insights with effective presentation of findings at multiple levels of stakeholders• Corporate account handling, understanding client (B2B,B2C) need and developing short and long term plans and maintaining the relationship for service offerings• SWOT analysis and market research to understand the needs and sell the product at a premium pricing and deliver the desired levels of services and exceed customer expectations• Hiring, training and developing skill sets required in each team member periodically to maximize productivity and enhance customer experience• Ensure implementation of a strong relationship management program with all stakeholders – airport(s), airline(s), Customer(s), Customs, CISF, Immigrations, BCAS.• Work seamlessly with internal teams and external partners (Corporates, Travel, Agents) to provide smooth service to customers at every touch points• Conduct regular quality audits and to ensure zero non-compliance of process• Initiate a process for gathering passenger feedback and ensure that feedback captured is processed with the aim of enhancement of existing service• Improve customer service quality levels by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes in current process• Meets customer service financial objectives by forecasting requirements, preparing budget, scheduling expenditures, analyzing variances, and initiating corrective actions• Drive customer retention, reduce churn, and increase customer satisfaction• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf Show less

  • General Manager

    Jul 2023 - Aug 2024

  • Operations Manager

    Nov 2021 - Jul 2023
• 

  BLS International

  Aug 2024 - Oct 2024

  General Manager Operations
• 

  Citizenship Invest

  Nov 2024 - now

  Consultant