Mahesh Rana

Experience

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  Idea Cellular Ltd

  Feb 2007 - Aug 2007

  Customer Service Representative

  Manage large amounts of incoming callsGenerate sales leadsIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships of trust through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsMeet personal/customer service team sales targets and call handling quotasHandle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionKeep records of customer interactions, process customer accounts and file documentsFollow communication procedures, guidelines and policiesTake the extra mile to engage customers Show less

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  Jet Airways

  Apr 2009 - Aug 2009

  Trainee

  The role of an air cabin crew member is to provide excellent customer service to passengers while ensuring their comfort and safety throughout the flight. They are trained to deal with security and emergency situations which may arise and can administer first aid to passengers.Cabin crew ensure that all emergency equipment is in working order prior to take off and that there are enough supplies. They also help passengers to board the plane and give a demonstration of safety procedures and equipment. Air cabin crew strive to make the flying experience a pleasant one for the passengers and will serve refreshments and meals and sell gifts and duty-free items. Cabin crew may work on short or long-haul flights. Show less

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  Jet Airways

  Mar 2010 - Nov 2010

  Comissária de bordo

  greeting passengers as they board and exit the planeshowing passengers to their seats and providing special attention to certain passengers, such as the elderly or disabledserving meals and refreshmentschecking the condition and provision of emergency equipment and information for passengersdemonstrating emergency equipment and safety proceduresadministering first aiddealing with emergenciessupplying passengers with newspapers, magazines and in-flight entertainmentselling duty-free commercial goods and pursuing sales targetsproducing written flight reports after completing a journey. Show less

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  Hotel Redisson

  Feb 2011 - Feb 2012

  Hotel Manager

  Recepção de hóspedes / Clientes, prestando informações diversas e cumprindo os procedimentos Check-in e check-out, atendendo aos padrões de excelência no atendimento e da marca.Realização do Check-in dos hóspedes providenciando o preenchimento de ficha, procedendo à entrega das chaves e encaminhando-os aos respectivos apartamentos. Realização do check-out dos hóspedes, executando o fechamento das faturas, recebendo os pagamentos, bem como montando / organizando os respectivos processos.Cumprimento dos procedimentos da recepção, bem como preparação de processos e procedimentos do Autocontrole.Mediação de conflitos e intervenção em situações críticas / atípicas, junto aos clientes /hóspedes.Alimentação do sistema com as informações de reserva dos clientes. Passagem de turno, seguindo, rigorosamente os procedimentos preestabelecidos.Atendimento telefônico, seguindo os padrões da red e da unidade.Manutenção do arquivo da área devidamente organizado.Execução de outras atribuições correlatas de acordo com a necessidade da área. Show less

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  Z-ASSOCIATES Job Consultancy

  Mar 2012 - Oct 2012

  Gerente geral

  Increases management's effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities.Develops strategic plan by studying technological and financial opportunities; presenting assumptions; recommending objectives.Accomplishes subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections.Coordinates efforts by establishing procurement, production, marketing, field, and technical services policies and practices; coordinating actions with corporate staff.Builds company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices.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. Show less

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  HOTEL BOULEVARD

  Jan 2014 - Sept 2016

  RECEPTION

  • Greeted, registered, and assigned rooms to guests• Operated the switchboard and PBX• Answered telephonic and in-person queries related to hotel services and resolved any issues• Processed guests’ check ins and outs• Prepared and completed room and restaurant bills• Assisted guests’ in storing valuables in secure deposit box• Liaised with other departments of hotela• Handled payments through cash, cheks and credit cards

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  Boulevard Residence Hotel

  Jul 2015 - Aug 2016

  Captain Porter

  Checks the daily arrival list for VVIP's or guests with special need.To be present at the Concierge/Reception desk or in the lobby to be ready to assist guests, colleagues and visitors when requested.Ensure collection and delivery of guest luggage and equipment in an efficient and timely manner.Tag baggages it and return the identification slips to guests.Assists guests with luggage to the front desk.Escorts guests to room, placing luggage in room assigned by front desk.Inspects guest room for order and adequate supplies and informs guests of room amenitiesDelivers faxes, messages, packages and flowers to guests rooms and other offices.Provide items on loan to guest and collect the items back from guest before departure.Inform Front Desk Cashier to charge items given on loan, in case there is any charges applicable.Ensure the efficient delivery and collection of group luggage.Ensure that the guest has verified that all luggage has been accounted for.Ensure safe storage and collect ticketing of guest coats and personal items.Assist guest with Long term luggage storage requests / Left luggage requests.Update and file the left luggage request form / Long Term luggage request form .Update and file errand cards .Update the Luggage movement register .Transport departing guests luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.Respond to guest requests and queries providing a knowledgeable, efficient and helpful information service.Assist the senior Concierge on duty with his/her duties during busy periods and breaks.Assist with answering the telephone and taking messages, transferring calls or dealing with enquiries.To provide an efficient luggage storage, delivery and collection service.Perform any other works as and when assigned by the management. Show less

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  Bristol Hotel

  Nov 2016 - Mar 2022

  Admitir e Demitir os colaboradores do setor Treinar os colaboradores nas normas e procedimentos da empresa Supervisionar e motivar sua equipe Gerenciar e fazer cumprir as normas e procedimentos da empresa Gerenciar e fazer cumprir as legislação (Municipal, Estadual ou Federal) Elaborar seus relatórios semanais, mensais ou anuais e garantir oenvio e sua análise Coordenar e zelar pela segurança dos clientes externos e internos Garantir que os procedimentos da empresa são cumpridos em seu setor Outras tarefas designadas pelo Gerente Geral Show less Posts room charges and taxes to guest accounts.Processes guest charges voucher and credit card vouchers.Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.Transfer charges and deposits to master accounts.Checks to see that all charges are assigned to the appropriate departments.To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.To Verify that all charges posted from the CM NET Software, PDV software had reached the correct guest folios and also not missing.Prints up and files reservations for the next business day.Verifies all account postings and balances.Verifies that room rates are correct and posts those rates to guest accounts.Monitors the current status of coupon, discount, and other promotional programs.Tracks room revenues, occupancy percentages, and other front office statistics.Prepares a summary of cash, check, and credit card activities.Summarizes results of operations for management.Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.Prepare of End of day procedure.Follow the End of Day / Night Audit Checklist (Must Read !).Must have complete knowledge of emergency procedures.Balance the day’s charges, making corrections as necessary.Performs wake-up calls.Run end of day process in property management software (PMS).Understand principles of auditing, balancing, and closing out accounts.Knows how to operate CM-NET, typewriters, and other front office equipment's.Respond to guest needs, special requests and complaints and alert the appropriate manager as needed,Perform nightly balancing of in-room video and long-distance telephone servicesUnderstand and knows how to perform check-in and check-out procedures. Show less

  • Gerente de Recepção

    Aug 2016 - Mar 2022

  • Recepcionista Bilingue

    Nov 2016 - Jun 2018

  • Recepcionista Auditor

    Nov 2016 - Jun 2018
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  NH Hotel Group

  Jun 2018 - Aug 2018

  Recepcionista Bilingue

  • Greeted, registered, and assigned rooms to guests• Operated the switchboard and PBX• Answered telephonic and in-person queries related to hotel services and resolved any issues• Processed guests’ check ins and outs• Prepared and completed room and restaurant bills• Assisted guests’ in storing valuables in secure deposit box• Liaised with other departments of hotela• Handled Payments through cash, cheks and credit cards.

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  Bourbon Hotels & Resorts

  Mar 2022 - Sept 2022

  Coordenador de Recepção

  Treina, treina e retreina todo o pessoal do front office.Supervisiona a carga de trabalho durante os turnos.Mantém relações de trabalho e se comunica com todos os departamentos.Resolve os problemas dos hóspedes com rapidez, eficiência e cortesia.Revisa e completa o relatório de limite de crédito.Trabalha dentro do orçamento alocado para o front office.Verifica caixas dentro e fora e verifica bancos e depósitos no final de cada turno.Aplica todas as políticas de manuseio de dinheiro, desconto de cheques e crédito.Conduz regularmente reuniões agendadas do pessoal do front office.Mantém o compromisso do hotel com a hospitalidade.Preparar relatórios de desempenho relacionados ao front office.Maximize a receita e a ocupação do quarto revisando o status diariamente. Analise a variação da taxa, monitore o relatório de crédito e mantenha uma observação atenta da contagem diária de casas. Monitore o status de venda da casa diariamente. Ou seja, relatório flash, subsídio etc.Monitore o hóspede de alto equilíbrio e tome as medidas apropriadas.Opere todos os aspectos do sistema de computador Front Office, incluindo manutenção de software, geração e análise de relatórios e alterações simples de configuração.Elaborar previsão de receita e ocupação.Garanta o registro e a entrega de todas as mensagens, pacotes e correspondências de maneira oportuna e profissional.Garantir que os funcionários sejam, em todos os momentos, atenciosos, amigáveis, prestativos e corteses com todos os gerentes e demais funcionários dos hóspedes.Revise o trabalho diário do front office e os relatórios de atividades gerados pela Auditoria Noturna.Revise o livro de registro da recepção e os formulários de feedback dos hóspedes diariamente.Manter um sistema de arquivamento organizado e abrangente com documentação de compras, vouchers, cronogramas, previsões, relatórios e logs de rastreamento.Desempenhar outras funções solicitadas pela administração. Show less

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  Bristol Hotéis & Resorts

  Sept 2022 - now

  • Operations Manager

    Dec 2024 - now

  • Hospitality Manager

    Sept 2022 - Dec 2024