Praveen M.

Experience

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  Marriott International

  Jan 2020 - Jun 2020

  Trainee

  • Welcomed the guests, took check-in, issued room keys, and assisted them to their rooms.• Updated guest information and C-form for the foreign traveler, GXPs forms, GX+, Daily Packet, Marriott Bonvoy Members list, Duty Slips and Enrolments.• Answered guest calls, took the food orders to punch them on the POS terminal, and delivered the same to rooms.• Provided accurate and appropriate information to guests regarding services, hotel policies, and local attractions.• Balanced the cash drawer at the end of the shift and created the Cash drop, Reports ensuring accurate accounting of all transactions.• Responded to customer complaints and informed the Duty Manager about the same.• Take the guest to the property showdown and explain the details of the hotel to the guest.• Maintained the lobby, library, indoor playing area, inventory of Daily used items at front office, Luggage storage register, Activity logbook, and Concierge tracking sheet. Show less

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  IFortis Corporate

  Jun 2021 - Jul 2021

  Sales And Marketing Intern

  • Identified and recruited suitable candidates for various high-profile virtual events.• Actively participated in outreach to school candidates, ensuring their involvement and engagement.• Oversaw the complete registration process and handled all necessary formalities for event participants.• Clearly explained event details and expectations to potential candidates, ensuring they were well-informed and prepared.

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  GAOTek Inc.

  Jun 2021 - Oct 2021

  • Managed daily leads entered into the CRM by team members, ensuring proper organization and follow-up.• Addressed and resolved team members' inquiries and requests promptly.• Organized weekly meetings with team members to maintain smooth operational flow.• Provided daily reports to the manager, detailing progress and any issues.• Ensured efficient management and tracking of daily leads. • Identified and sourced potential leads on various professional platforms for a virtual event.• Conducted follow-up communications with leads via email to secure their participation.• Provided detailed explanations about the event and its schedule to prospective participants.• Assisted participants with registration and ensured all necessary formalities were completed.

  • Team Assistant

    Aug 2021 - Oct 2021

  • Social Media Marketing Intern

    Jun 2021 - Jul 2021
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  Encalm Hospitality Pvt. Ltd.

  May 2022 - Sept 2022

  Reservation Associate

  • Proficiently operated various software systems, including Outlook, Odoo, Dream Folks, and reservation UI, demonstrating adaptability and technical expertise in managing reservation processes.• Educated guests about Meet and Greet services, effectively communicated the benefits, and facilitates seamless arrangements to enhance their overall experience.• Assisted guests in navigating their airport journey, providing personalised support and guidance to ensure a smooth and hassle-free experience from arrival to departure. Show less

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  Voco Oxford Thames Hotel

  Oct 2022 - Sept 2023

  Front Office Team Member

  • Warmly greeted guests and facilitated smooth check-in processes, issuing room keys, and escorting guests to their accommodations, ensuring a seamless arrival experience also assisted guests in enrolling in the IHG one rewards loyalty program, enhancing their engagement and loyalty to the brand.• Managed guest reservations, inquires with professionalism, providing precise and helpful information regarding hotel services, policies, and local attractions and promptly responded to emails for reception and reservations, including inquiries from booking platforms such as booking.com, Expedia, and Hotelbeds, ensuring accurate and timely bookings.• Conducted end-of-shift cash drawer balancing and generated accurate reports, maintaining meticulous accounting records of all transactions to ensure financial integrity.• Addressed customer complaints promptly and effectively, escalating significant issues to the guest service manager for resolution, demonstrating a commitment to guest satisfaction and service excellence. Show less

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  Mercure Oxford Eastgate Hotel

  Sept 2023 - Oct 2023

  Duty Manager

  • Evaluated and take prompt action on guest feedback to ensure a positive and consistentservice experience.• Implemented strategies to address recurring issues and enhance overall guest satisfaction.Supervised daily reception operations, meticulously ensuring adherence to brand standardsand attention to detail.• Conducted regular team briefings to facilitate effective communication within thedepartment.• Foster a culture of continuous learning to keep the team updated on industry trends and bestpractices.• Maintained the reception area in line with service standards, placing emphasis on cleanliness Show less

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  Accor

  Oct 2023 - now

  Front Office Manager

  • Developed and executed initiatives to consistently improve and elevate customer service standards within the front office department.• Conducted regular training sessions and regular meetings to analyse guest feedback trends and strategize action plans for continuous improvement.• Managed and coached the front office team, emphasising the importance of adhering to brand standards for a cohesive and efficient operation. Conducted performance reviews, set clear objectives, and implemented training plans to foster continuous professional development.• Monitored departmental payroll costs, aligning them with the budget and forecasted business levels using Sona.• Efficiently managed reservations in accordance with company and brand standards, ensuring optimal occupancy levels are maintained. Stayed informed about average room rates, occupancy rates, and budgeted/actual department figures.• Developed and executed comprehensive training plans for the front office team, including TROO service standards, health, and safety policies, focusing on upskilling and professional growth. Encouraged team members to contribute ideas for improvement, creating a versatile and innovative working environment. Show less