Experience

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  Marriott international- renaissance mumbai hotel and convention centre

  Jul 2007 - Sept 2008

  Business centre and delighted to serve associate.

  • As a Business Center Secretary you are responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience.• Promote a helpful and professional image of the Business Center facilities to the client and give full co-operation to any costumer requiring assistance with a prompt, caring and helpful attitude• Prioritize duties and perform accordingly, ensure guest requirements and urgent correspondence is handled immediately with speed and efficiency• Take care of guest’s personal requests such as flight re-confirmation, meeting schedules, secretarial liaising requirements etc.• Maintain a systematic and organized filing system and regularly check, update and reorganize cabinets when required• Type reports, letters, memos, forms and correspondence, including those of a confidential nature, invoices and invitations• Prepare photocopies, courier services of documents and parcels for the hotel guests• Maintain reference library of business guides, maps, etc. for hotel guests• Maintain all business machines in the department Show less

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  Hotel montague on the gardens

  Nov 2008 - Aug 2010

  Night concierge and receptionist

  • Welcome customers upon entrance and confirm reservations• Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements• Understand customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel• Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations• Arrange events, excursions, transportation etc. upon request from hotel residents• Answer the phone and make reservations, take and distribute messages or mail and redirect calls• Respond to complaints and find the appropriate solution • Delivering a consistently high level of customer service at the Reception Desk by dealing with all guests and potential clients in a courteous and efficient manner.• Welcoming guests upon arrival, help them to register, assign rooms and direct them to the room while informing them of all in-room and Hotel facilities and be aware of guests’ special requirements and communicate them to relevant departments.• Attending to all guests and potential clients at the Front Desk in a courteous and efficient manner• Answering customer enquiries politely and efficiently and where necessary seek help and information from other departments.• Identifying return and regular clients and making sure their special requirements are met.• Taking all reservation enquiries by telephone, fax, email and in person in the absence of a Reservations Agent.• Assisting residents with general queries and passing on relevant issues to the Management Team• Answering phone calls and emails in a professional manner• Ensuring all incidents, calls, visitors (including residents) etc. are reported on the DOR (Daily Occurrence Record)• Patrols of the estate and buildings within as and when required• Taking Meter Readings as per request by residents• Assisting residents to top up their electric meters Show less

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  Marriott international - itc grand central hotel

  Oct 2010 - Jan 2013

  Team leader

  • Ensure the smooth running of the Front Office department during a shift• Ensure all new starters have a correct and thorough on-boarding to the department• Ensure the Front Office department complies with ITC Brand Standards and stays up to date with brand changes• Deal with problems and complaints received from guests, acting immediately to restore guest satisfaction utilizing the ITC Brand Standards at all times.• Co-ordinate the maintenance and utilization of the Guest History database, to ensure that loyal guests and VIP’s receive special attention.• Actively promote and drive SPG and hotel up-selling programs, ensuring that all associates are fully conversant in up-selling standards and procedures.• Ensure that all Front Office associates are motivated and trained in the correct method of Front Office service, assisting with the maintenance of standards and procedures, training, certification and performance appraisals.• Efficiently managing seamless arrivals and departures.• Inter departmental co-ordination for smooth functioning.• To ensure that all room rates, guest data are posted correctly into the hotel property management system. Complete in-depth Knowledge of Opera (PMS)• To conduct daily pre-shift briefings of employees on rooms occupancy, arrival & departures, functions / events and special attention that is needed. • To ensure that the cashiering procedures are strictly adhered to. • To ensure that all room discrepancies are checked and resolved correctly.• Ensured that all guest preferences have been met efficiently.• Recorded and updated Guest History.• Promoted a positive hotel image during interaction with customers and guests.• Built and maintained a positive relationships in order to anticipate customer and guest needs• Dealt with guest queries/ complaints promptly and effectively• Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guests. Show less

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  Hdfc bank

  Feb 2013 - Aug 2014

  Assistant manager- retail branch banking

  • Lead a result oriented team and is responsible for managing the Branch Profitability, ensuring high quality service and Customer Relationship Management• Own all branch-banking objectives and overall branch supervision• Ensure achievement of overall Branch Targets by generating business and cross sales• Key Customer Relationship Management & supervision of all High Net Worth customer programs• Ensure all components of the branch sales model function as per design• Complaints Handling• Review Branch Operations reports• Branch Merchandising & co-ordination with Marketing at product level• Review vault register• Review Suspense & Dummy accounts• Ensure compliance with Banking rules, Regulations & Procedures• Periodic review of progress vs. objectives• Acted as a Relationship Manager, for all preferred and Imperia customers of the branch• Managed the branch operations • Handled Welcome desk• Assisted managers in performing Audits Show less

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  Ramoji hotels, film city

  Oct 2014 - Aug 2016

  Regional sales head

  • Handling MICE, educational institutions, weddings as well as Leisure accounts• Assist guests with familiarization tours, portraying a warm and friendly image and endeavoring to establish a lasting relationship with the clients• Fixing 7 appointments on a daily basis• Preparing proposals and vouchers for confirmed bookings viz., hotel rooms+ MICE + daily tours for groups• Involve in operating cash register, processing money, cheques, credit and debit card payments• Identifies business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options.• Sells products by establishing contact and developing relationships with prospects; recommending solutions.• Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements.• Identifies product improvements or new products by remaining current on industry trends, market activities, and competitors.• Prepares reports by collecting, analyzing, and summarizing information.• Maintains quality service by establishing and enforcing organization standards.• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.• Contributes to team effort by accomplishing related results as needed.• Builds and strengthens relationships with existing and new customers to enable future bookings.Participate in activities include sales calls, entertainment, FAM trips, trade shows and so on. Show less

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  The park hotels

  Sept 2016 - Aug 2019

  Front office supervisor cum acting duty manager

   Assists & supports all hotel departments in dealing with difficult guest situations, particularly those when the guest demands to “speak to the manager” or makes a complaint. Coordinates the emergency evacuation of guests in the event of fire, bomb threats and other emergency situations. Ensure arriving guests receive prompt cordial attention & personal recognition. Meets & escorts arriving VIP's Completes duties as per Duty Manager Check list. Records all occurrences, complaints etc. and reports them to all Departments concerned. Assists guests with guestroom problems. Monitors lobby and coordinates Guest Relations. Coordinates “overbooking” situations from the guest side escorting them to alternative hotels and following up the next day.  Coordinates any “down time” procedures according to the hotels contingency plan. Coordinates a fire alarm. Ensure prompt, efficient and courteous reception of guests. Assist in training new staff members, coach them and monitor their performance. Ensure the lobby is covered at all times, allocating meal breaks sensibly. Be aware of current daily status of Hotel Ensure smooth hand over to next shift. Thoroughly conversant with all room types, décor and outlook Know regular guest names and preferences; be aware of hotel facilities and promotions. Show less

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  Xclusive maples hotel apartments

  Oct 2019 - Jul 2022

   Assists & supports all hotel departments in dealing with difficult guest situations, particularly those when the guest demands to “speak to the manager” or makes a complaint. Coordinates the emergency evacuation of guests in the event of fire, bomb threats and other emergency situations. Ensure arriving guests receive prompt cordial attention & personal recognition. Meets & escorts arriving VIP's Completes duties as per Duty Manager Check list. Records all occurrences, complaints etc. and reports them to all Departments concerned. Assists guests with guestroom problems. Monitors lobby and coordinates Guest Relations. Coordinates “overbooking” situations from the guest side escorting them to alternative hotels and following up the next day.  Coordinates any “down time” procedures according to the hotels contingency plan. Coordinates a fire alarm. Ensure prompt, efficient and courteous reception of guests. Assist in training new staff members, coach them and monitor their performance. Ensure the lobby is covered at all times, allocating meal breaks sensibly. Be aware of current daily status of Hotel Ensure smooth hand over to next shift. Thoroughly conversant with all room types, décor and outlook Know regular guest names and preferences; be aware of hotel facilities and promotions. Be knowledgeable about daily hotel operations, check daily PMS transactions, cashier closure reports, PMS night audit reports and address any variance. Ensure compliance to hotel credit policies. Have knowledge of hotel rates, package and discounts. Assist the front desk team during the busy operation. Address any wrong, incomplete paperwork to the FO leaders Communicates with Finance Review and audit the PMS reports before the night run Do the PMS nights run Show less

  • Front Office Supervisor

    Feb 2022 - Jul 2022

  • Guest Service Agent & Night Auditor

    Oct 2019 - Feb 2022
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  Raviz hotels dubai

  Jul 2022 - now

  Front office manager