Shreesh MISHRA

Experience

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  HYATT REGENCY KOLKATA

  Dec 2011 - Apr 2012

  Intern

  Pursued my 17 weeks of Industrial Training from one of the world’s best 5 star hotel chain, HYATT REGENCY KOLKATA, in all four major departments as a part of my curriculum.

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  IHG Hotels & Resorts

  Jun 2013 - Feb 2015

  Major responsibilities: Training and development coordinator of the department. Ensuring smooth functioning of the front desk, guest relation, communication center and concierge. Ensuring high revenue from Salon, Spa, business center, health club and swimming pool.  Part of tens club of IHG winning team. Resolving guest problems and approving for service recovery with the minimum possible cost being involved. Budgeting for the department. Cost management ensuring smooth operations focusing on the profitability. Revenue maximization from minor segments alike early check in, late check out, upsell, business center, health club and swimming pool. Ensuring high employee satisfaction by identifying the pulse of each team member.Notable Accomplishments: Achieved the targets of the three metric (front office segment) of hotel 10 winning metrics, keeping the hotels’ performance consistent for the last three consecutive years. Revenue from minor operating departments up to 2.5% of room revenue Increment in guest satisfaction score from 66% in Jan 2016 to 88.82% in Dec 2016 Achieved Employee satisfaction at 98%, being highest in South West Asia Show less • Accountability for Guest complaints and the responsive rate to guest complaints and requests.• Investigate and resolve complaints, lost & found articles, locked electronic safes.• Preparing training calendar for team members fortnightly.• Taking refresher trainings of peers on PMS and other essentials.• Accountability for hotel’s Guest feedback summary against online survey.• Responsibility for check-in, check out efficiency, overall experience scores.• Allocating responsibilities to the team and managing duty roaster when assistance required.• Responsibilty of checking accuracy of cash reports, batch settlement reports and advance payments received.• IHG rewards Club champion, looking after guest queries and guest accounts for their points and other benefits.• Checking the allocation of room blocking.• Co-ordinate with group leaders & conference coordinators for allotment of rooms.• Supervising for allocating duties to chauffers for office, airport transfers and local runs• Co ordinating with vendors for outsourced cars.• Assisting for monthly meetings with up to date data of enrollments, Recognition scores for loyal members and occupancy forecasts.• Monitor adherence to safety, hygiene and cleanliness standards.To ensure all complaints and requests are promptly and efficiently dealt by way of communication and delegation.• A complete understanding of the IHG policies and procedures and service standards and detail knowledge of the hotel facilities and happening Show less

  • Team Lead Front Office

    Jun 2014 - Feb 2015

  • Management Trainee Program

    Jun 2013 - Jul 2014
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  Accor

  Feb 2015 - Jul 2016

  Duty Manager

  Grand Mercure Bangalore - All Suites Hotel - 126 Keys Overlooked the responsibility of Asst. Front Office manager (HOD) in absence for 3 months. Department learning coordinator(DLC) Revenue maximization from minor operating departments like up-sell, early check-in and late checkout, salon, spa, business center, health club and swimming pool. Lead the team by using innovative techniques to achieve guest experience, loyalty program and rooms revenues budget. Employee satisfaction by identifying the pulse of each team member and their development. Designed and initiated the up sell incentive program and driven it till 3% of the room revenue in 05 months Resolving guest problems quickly, efficiently and courteously and liaise with department heads or executive management (88% GSTS) Monitor the car usage in terms of controlling the cost to the lowest reduced it to 8%Notable Accomplishments: LEADERSHIP AWARD OF THE YEAR 2015-16 AT ACCORHOTELS MANAGER OF THE YEAR 2015 Show less

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  IHG Hotels & Resorts

  Aug 2016 - Jun 2017

  Assistant Front Office Manager

  > Analysis of data, Forecasting and budgeting room nights and ARR for the financial year> Undertaken the responsibility of open folios and assisted sales, finance team in its closure> Forecasting and budgeting room nights and ARR for the financial year> Undertaken the responsibility of open folios and assisted sales, finance team in its closure> Effective guest delight methodologies to ensure higher Problem Handling, loyalty recognition and Heartbeat scores

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  Sayaji Hotels Ltd

  Jul 2017 - Oct 2018

  Front Office and Revenue Manager

   Head of the operations & management for revenue, reservations, transportation and front office. Preparing Revenue/income and expenses Budget for Rooms division Proactively ensures the smooth operation of all departments (Front Office, Reservations, Health club & Pool). Deeply commits in maximizing rooms’ occupancy, ADR, profitability against the budget for financial success. Establishes and maintains the divisional organization, manning and productivity based on forecasted occupancy. Strongly drives the departmental programs based on the company culture, standards, requirements and guest engagement. Creates a positive and highly motivated working environment promoting teamwork and development of colleagues. Regularly reviews collaterals, quality and service standards ensuring compliance to Accor’s Quality Standards. Responsible for profitability of entire Minor Operating department Co-ordinating with all the departments to ensure smooth operations of the overall hotel. Driving Guest Satisfaction Index of 89% YTD. Cost management ensuring smooth operations focusing on the profitability (88% GOP of rooms division) Resolving guest problems and approving for service recovery with the minimum possible cost being involved Recruitment and planning professional growth for each team member. Strategizing rates viewing the INDEXCES (API, ARI & RGI) Show less

• 

  Accor

  Nov 2018 - now

  Assisting General Manager in handling rooms division operations of 5 star category having 311 keysGraduated from Accor’s Global Leadership Program – Professional Leaders - 2023Responsible for Hotel Financial decisions like Strategy, P&L, RevMax, Capex, Budgeting and Forecasting etc.Leading the hotel GX Management, correcting maintaining RPS and NPS as per the objective Responsibly driving Loyalty Program, Brand Promises & Reputation Performance at the complex as Brand & Loyalty TransformerSignificantly, improved operational effectiveness, boosted incremental revenues, rooms’ profitability via Unique Guest Experience & Market focused strategy for development Show less Responsible for Guest Satisfaction Management and Front of House Operations for Novotel Ibis OMR Chennai Complex having 342 rooms Assisting General Manager in handling operations of the complex having 342 keys and 2 brands, Novotel & ibis, in the same premises. Significantly, improved operational effectiveness boosted incremental revenues, rooms’ profitability via Unique GuestExperience & Market focused strategy for development Leading multi-functions at Novotel ibis Chennai OMR: Front Office, Reservations, Housekeeping, Spa, Health Club, and Security Active Participant for Hotel Financial Discussions like Strategy, P&L, RevMax, Capex, Budgeting and Forecasting etc. Leading the hotel GX Management, correcting maintaining RPS and NPS as per the objective Responsibly driving Loyalty Program, Brand Promises & Reputation Performance at the complex as Brand & Loyalty Transformer Driving incremental revenue for the complex having INR 300 as average impact on ADR at Novotel and INR 230 at ibis Re-Launched hotel Upsell Program for Rooms in 2022 & contributing Over 1.5% to the Rooms’ Revenue Show less > Officiated the entire operations of the hotel at Novotel Guwahati and Sayaji Raipur in Absence of the General Manager> Significantly improved organizational effectiveness, Business Profitability via Unique Guest Experience & Market focused strategy development> Multi-function head: Front Office, Spa, Health Club, Reservations & Revenue, Security> Hotel Transformer for the loyalty program-Accor Live Limitless and Accor’s ideology-Heartist 2.0> Selected for fast track development-India Executive Leadership Program’2020 (IELP) of Accor> Pilot for the compliance towards the brand standards and have achieved 92% in Bare Audit’2019> Ensured compliance to the Accor Customer Digital Card(ACDC) framework at 88% in 2019> Actively involved in recruitment of INSPIRE 2021 (Accor MT Program), being member of panelist> Conducted loyalty drive and contributed with 128% ALL recruitment to the target for 2019> Establishes and maintains the divisional organization, manning and productivity based on forecasted occupancy and revenues> Successfully created a positive and highly motivated working environment promoting teamwork and development of colleagues. Ensuring employee engagement at 94%> Talent pool materialized wherein 5 team members were promoted and transferred internally.> Leading the guests experience at the unit and achieved the targets positively in 2018, 2019 and presently on track for 2020 by leading the campaign to ensure smooth operations and results> Resolving guest problems and approving for service recovery having a close eye on COPQ> Managing the departmental profitability and achieving the budgeted figures of expenses in rooms> Hotel Financial Discussions Along with GM (CAPEX Planning, Budgeting and Forecasting)> Positioned and sustained the hotel at #1 on TripAdvisor since 2020 Show less

  • Room Division Manager

    May 2023 - now

  • Cluster Front Office Manager

    Feb 2022 - May 2023

  • Front Office Manager

    Nov 2018 - Feb 2022