Cleon Serrao

Experience

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  ITC Hotels

  Jul 2013 - Oct 2013

  Industrial Trainee

  Completed my Industrial Training from ITC Maratha, Mumbai in Front Office, Housekeeping, Food & Beverage Service and Food Production.

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  The Orchid,Mumbai

  Jul 2015 - Sept 2017

  Hotel Management Trainee

  Has worked and trained in all the departments of the Hotel. Was groomed and trained by respective HOD's.Worked in F&B Departments: All restaurants, worked at all levels: Server, Supervisor, Shadow Manager. Arranging Food Festivals: Marketing Plans, Profit & Loss Statement, Events Calendar, Average Per Cover, Menu Analysis, Pricing Made presentations to Management on F&B Cutlery, Crockery, Glass Ware, Equipment - Rental VS Ownership.Worked in Front Office: All sub departments, Duty Manager Desk, Guest Relations Desk, Reservations, Bell Desk, Front Desk. OTA's, Staah Channel Manager, Revenue Management.Made presentations to Management on Group Check Ins Procedure, Reservations. Food Production Department: Worked in all sub kitchens- Garde Manger, Bakery, Butchery, Main Kitchen/Banquet, Specialty Restaurant Kitchens, Costing, Standard Menu's, Indenting, Food Cost. Made presentations to Management on Hygiene StandardsHousekeeping: Worked in Linen room, valet, Guest Areas, Stores. Rooms. Worked at all levels. Attendant, Supervisor, Shadow Manager/ Shift In charge. Budgets. Cost per room, purchase specifications Apart from this trained for 2 weeks in all other departments: Engineering - Higher efficiency systems, Preventive Maintenance.Security: Software & hardware for security, security compliance.Human Resources Department: Interviewing Skills, Performance Appraisals, Issuing Memo'sTraining Department: Training Manual, Training Schedule, Audits.Sales Department: Occupancy Forecast, Sales Call, Company Profiles, Rate Grid, Event Calendar, Sales Meeting, Client ServicingMarketing Department: Marketing Plan, Marketing Materials, Online Presence. Kitchen Stewarding: Kitchen hygiene standards, practices, audits.Finance, Purchase & Stores: Contracting, Purchases, Contractors, Reports. Show less

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  Fort Jadhavgadh

  Oct 2017 - Jun 2018

  Assistant Housekeeping Manager

  • Assisted the Executive Housekeeper in planning and budgeting the revenues and costs for the Housekeeping department. • Staffing and scheduling of the department and allocation of duties.• Developed systems and procedures that achieve higher cost efficiency and guest satisfaction. • Analyzed guest feedback forms, online reviews to take corrective actions.• Facilitated learning and development for all the team members of the department. Performance Appraisal of the staff in the department. • Supervised and directed the daily activities of all Housekeeping staff. • Ensured the service standards regarding cleanliness, amenities and maintenance in rooms and public areas are adhered. Show less

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  Meluha The Fern An Ecotel Hotel

  Aug 2018 - Oct 2018

  Tr. Sales Coordinator

  • Understand fully the hotel amenities, packages and promotions• Identify new contacts, develop sales leads, and respond to sales opportunities in order to maximize revenue • Generate and develop sales leads and contact potential clients to build business relationships• Produce quotations and written confirmation to all clients • Produce accurate and timely reports that meet the needs of the Sales Director and senior management to include the reporting of appointments, calls made and business leads• Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business• Arrange and carry out Hotel show rounds• Preparing companies database according to the area, profile• Monitoring city-wide events happening in the vicinity Show less

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  Hampton Inn By Hilton, London

  Feb 2019 - Mar 2019

  Front Desk Agent

  • Was trained on the OnQ PMS of Hilton. Prepared welcome cards, room keys and assigned rooms according to guests special requests• Helped the guests in registration, checking in and made a note of their mode of payment• Addressed guests concerns and special requests in a professional and personable manner• Ensured that guests are settled comfortably in their rooms, makes necessary adjustments if needed• Helped guests with finding places of special interests, directions, • Prepared bills, handle and process checkouts, take payments• Communicating with housekeeping and maintenance staff to ensure that great quality service is provided to guests• Dealt with complaints and problems Show less

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  Dominoes Pizza

  Apr 2019 - Sept 2019

  Guest Service Agent
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  Ramada by Wyndham

  Apr 2019 - Nov 2023

  • Managed the Room Division Operations between Housekeeping, Front Desk, Maintenance• Worked on special projects in the hotel regarding purchases, vendors, contracts, IT systems• Managed sales, revenue management and Optimisation• During the Covid pandemic saw an opportunity for Long Staying Guests in the market; launched and implemented Special Weekly and Monthly Rates• Started with 5 monthly rooms in the first month, 10 rooms the next month, and then on 25 rooms month after month which was good for the hotel as we then had 4 to 5 rooms occupied daily• Targeted, these clients through Kijiji Posts, Facebook Posts, and sharing in relevant groups• Implemented a new room pricing strategy as well as revenue optimization – led to 300k plus room sales in a month which was not achieved before• Designed and created Hotel flyer with our USPs, later an email marketing campaign to local potential businesses, helped to get leads of local businesses who wanted accommodation facilities• Relaunched the restaurant Chelsea’s after Covid closure. Handled hiring, and marketing – increased customers as well as revenue through advertisements in the hotel itself and Google page listing, list of daily specials• Was promoted 3 times internally for initiative, teamwork, drive, setting and meeting goals Show less • Created a unique way for 100 % occupancy of rooms especially on high occupancy, citywide sold-out nights. Made a WhatsApp group with personnel from other Hotels so, everyone mentioned their rooms available as well as the rate for the night. If a particular hotel was sold out and they received inquiries, they directed guests to hotels with rooms• Updated the training manual, SOP’s which led to better ratings, reviews, and an increase in customer satisfaction levels• Trained new recruits as per company policy, did many role-playing scenarios• Identified regular guests and offered them to sign a contracted rate so they and their colleagues too can get the contracted rates every single time• Started a Maintenance log book according to room no’s so long-term issues could be identified and preventive maintenance • Made a new Manager Information Sheet which had all the relevant information for Managers compiled together, earlier there were many different reports Show less

  • Assistant Manager

    Dec 2021 - Nov 2023

  • Front Desk Supervisor/ Night Auditor

    Apr 2019 - Nov 2021
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  Fairmont Jasper Park Lodge

  Sept 2019 - Jan 2020

  Room Attendant

  • Witnessed the operational planning for optimum staffing for 3 seasons i.e Summer, Fall & Winter. As occupancy throughout the week depends upon seasonality.• Witnessed the operational planning for smooth operations i.e par stock of guest amenities, linen, equipment.