Saurav Roy

Experience

• 

  Windflower Resorts & Spa

  May 2013 - Jul 2013

  Trainee

  Trainee in Housekeeping and Front Office.

• 

  Oberoi Hotels & Resorts

  Feb 2014 - Jul 2014

  Intern

  Internship in Housekeeping and Front Office.

• 

  Radisson Blu

  Jul 2014 - Aug 2016

  • Housekeeping Supervisor

    Apr 2015 - Aug 2016

  • Room Attendant

    Jul 2014 - Apr 2015
• 

  Oberoi Hotels & Resorts

  Sept 2016 - Sept 2018

  Guest Service Associate
• 

  Uttar Pradesh Technical University, Lucknow

  Oct 2018 - Jul 2019

  Assistant Professor

  Professor of Housekeeping, Nutrition, Tourism, Front Office. Mentoring and guiding future hospitality professionals. Creating and designing course syllabi for varying levels of expertise in various subjects. Working in close collaboration with hotels to facilitate on-job training and learning for students. Evaluating and assessing student performance. Maintaining education, attendance, and placement records of over 5,000 students.

• 

  Fairmont Riyadh

  Aug 2019 - Oct 2021

  Directed and managed the activities of the Housekeeping Staff. Trained junior team members in housekeeping strategies and property policies. Applied detailing skills to maintain hygiene and cleanliness in the hotel. Coordinated arrivals, stays, and departures of all the guests. Maintained high employee satisfaction and performance with a hands-on and collaborative style. Maintained records on long-term and return guests in order to deliver personalized customer treatment and service. Suggested room and facility upgrades to boost revenue. Reviewed upcoming events and planned for expected challenges. Developed and implemented strategies to improve guest experiences and build loyalty. Created and delivered effective training materials and courses. Kept up to date on hotel and local events, food menu, occupancies, staff updates, and VIP guests. Generated daily reports for the department. Supervised a team of 20-plus agents and helped resolve issues arising during shifts. Handled guest complaints and offered appropriate services to maintain high guest satisfaction rates. Responded to a wide variety of guest requests by accurately assessing the guest's needs and requests and then adding personalized recommendations to achieve maximum customer satisfaction while complying with all hotel policies. Conducted Performance Evaluations and disciplined staff when needed. Show less Responsible for cleaning and maintaining guest rooms to the highest standards of cleanliness and hygiene.Kept the floor and section pantry stocked and ready for the day. Fulfilled guest needs in regard to housekeeping and comfort in the room. Maintained up-to-date knowledge of the hotel and the city to answer guest queries.Assisted at the Housekeeping Desk in managing the daily operations of the department.Maintaining cleanliness, hygiene, and safety standards compliant with UN-WHO standards during the COVID-19 pandemic.Dealing directly with guests affected (tested positive/ expired) during the COVID-19 pandemic. Show less

  • Housekeeping Coordinator

    Apr 2020 - Oct 2021

  • Room Attendant

    Aug 2019 - Apr 2020
• 

  Freewings Travels

  Dec 2021 - now

  Administrative Officer

  A business venture to facilitate affordable and on-hand domestic and international flights based out of the United States of America.

• 

  Ramada by Wyndham

  May 2022 - now

  •Monitored housekeeping personnel for efficiency and accuracy of response to guest complaints.•Collaborated with other departments to coordinate solutions and retain guest satisfaction.•Coached and developed associates to improve soft skills and service recovery techniques.•Implemented enhanced response and resolution systems to meet ever-changing demands.•Motivated and rewarded employees to improve engagement.•Offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.•Remained available daily to respond to guest needs, complaints, and/or inquiries.•Surveyed guests and hotel facilities to check for areas in need of improvement.•Handled guest complaints and offered appropriate services to maintain high guest satisfaction rates.•Mentored, supported and developed the team with the goal of continuous growth and skill improvement.•Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests in coordination with other departments.•Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.•Worked closely with guests, VIPs, or celebrities, with a high degree of respect for privacy.•Arranged for deliveries of flowers, gifts, and other products to guests.•Recognizing discrepancies and promptly addressing them for resolution.•Maintaining documentation, and spreadsheets using Microsoft Excel and PMS for daily, weekly, and monthly reporting.•Participated in continuous improvement by generating suggestions, and engaging in problem-solving activities to support teamwork. Show less

  • Executive Housekeeper

    Dec 2023 - now

  • Assistant Executive Housekeeper

    Oct 2022 - Jan 2024

  • Housekeeping Manger

    May 2022 - Oct 2022