Saurav Kumar, MBA

Experience

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  Apeejay Stya Education (Svran Foundation)

  Apr 2010 - Mar 2013

  Representing the student body and upholding high ethical and moral standards of the school whilst ensuring discipline and order. Overall responsibility of all events (Intra and inter-school). Zenith Magazine

  • Head Boy

    Apr 2012 - Mar 2013

  • Student Editor

    Apr 2010 - Mar 2012
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  Oberoi Hotels & Resorts

  Jul 2013 - Jun 2016

  STEP Associate – On-the-job Trainee

  • Worked in all sub-sections of Front Office – Cashiers, Concierge, Reception, Telephones and Reservations along with Housekeeping Operations. Consequently was responsible for the shifts in the capacity of a Shift In-charge.• Worked in all sub-sections of Food and Beverage Service – Restaurant (All Day Dining and Speciality), In-Room Dining, Bar, Banquets and Exclusive Dining and along with Pastry & Bakery Operations. Consequently was responsible as Station Holder.• Appointed as a Personal Butler to VIP Guests and Dignitaries and received the highest recommendations from all of them.• Seamlessly ensured complete guest satisfaction across all functions resulting in a guest satisfaction score well above 92% along with regular guest recognition through letters of appreciation, surveys and TripAdvisor. Show less

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  Oberoi Hotels & Resorts

  Oct 2016 - Mar 2017

  Operations Assistant in Training

  Management Training part of the Postgraduate Diploma in Guest Service Management• Front Office Assistant- Efficiently operated sections like cashiers and FD with a focus on reservations• Food & Beverage Assistant- Assisted as station holder and runner in the all-day dining and coffee shop• Housekeeping Assistant- Ensured the highest standards of housekeeping, being allocated to a specific floor• Kitchen Assistant- Worked in all sections of the kitchen like bakery, pastry, western and Indian Show less

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  Oberoi Hotels & Resorts

  Jun 2017 - May 2021

  • Independent Charge as the Head of the Department. Operated as the hotel head in the absence of General Manager.• Reported directly to the General Manager• Acted as Front Office Manager, leading a team of 10 people• Ensured two Platinum Ratings by Bureau Veritas for the Hygiene Policies followed at the hotel.• Accomplished Training Man-days for the department by delivering need-based quality training to all team members. • Succeeded in managing the overall functioning of the department whilst ensuring that the department operated well below the laid-out expense budget by putting in place measures to reduce, reuse and recycle without compromising on quality or experience. Efficient inventory management and room assignment to ensure the highest guest experiences and highest HLP savings.• Reviewed all guest feedback on all platforms including the Hotel Feedback System, Booking.com and TripAdvisor and devised necessary action plans for guest experience improvement and team training. This resulted in an overall guest satisfaction of 86%. Show less • Second in command to the Front Office Manager, responsible for ensuring the smooth functioning of the department with a strong focus on Training and Guest Experience while leading a team of 25 people• Ensured a Platinum Rating by Bureau Veritas for the Hygiene Policies followed at the hotel as the Departmental Hygiene Manager• Contributed directly to the GOP by identifying upselling opportunities at the reservation and check-in stage• Accomplished budgeted Training Man-days for the department by delivering need-based quality training to all team members virtually and onsite. Devised various training plans, PTPs and learning opportunities for the team• Devised action plans for guest experience improvement & training in response to guest reviews & feedback received, resulting in overall guest satisfaction of 95% Show less

  • Assistant Manager – Front Office (HOD)

    Nov 2020 - May 2021

  • Assistant Manager – Front Office

    Jul 2018 - Nov 2020

  • Assistant Manager in Training

    Mar 2018 - Jun 2018

  • Management Trainee

    Jul 2016 - Jun 2018

  • Supervisor in Training

    Jun 2017 - Nov 2017
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  Mandarin Oriental Hotel Group

  Sept 2023 - now

  Assistant Front Office Manager