Experience

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  Neelam's the grand goa

  Jan 2008 - Dec 2011

  Role within a 4-star hotel comprising 250 units, where I collaborated with the Duty Manager during my shifts to oversee daily operations. My responsibilities encompassed the supervision of reception, night audit, and cashier functions.As part of my duties, I diligently monitored guest feedback scores on social media platforms to gauge the guest experience and address any concerns promptly.I was entrusted with the responsibility of meeting and assisting guests, actively seeking and recording their feedback throughout their stay. This allowed for a more personalized and accommodating guest experience.Furthermore, I played a pivotal role in ensuring that all front office staff received comprehensive training to excel in their respective roles, thereby enhancing the efficiency of departmental operations.Supervisory tasks were a key aspect of my role, encompassing the daily management of front-office operations. This included greeting and registering guests, addressing their inquiries, and offering support as needed.Cashiering duties also fell under my purview, and I diligently ensured adherence to billing instructions to maintain financial accuracy and integrity.Catering to all guest requests and inquiries, whether pertaining to the hotel, the city, or local events, I assisted in creating itineraries to enhance the guest's overall experience.During my shift, I maintained a vigilant eye on desk operations, conducted daily sales reporting, and meticulously balanced financial transactions to ensure a smooth and accurate workflow. Show less

  • Front Office Executive

    Jan 2009 - Dec 2011

  • Front Office Assistant

    Jan 2008 - Dec 2008
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  Doubletree by hilton goa, arpora-baga

  Dec 2011 - Nov 2013

  Duty manager

  I oversaw a team of 22 members in my capacity as the HHonors Champion for a prestigious 5-star resort, which boasted 150 units. My primary responsibility was to spearhead the achievement of our HHonors enrollment targets.I played a pivotal role in optimizing revenue by establishing individualized performance targets for each team member. To ensure that these targets were met, I consistently monitored team performance and conducted one-on-one meetings to assess productivity.In addition, I conducted Strategic Account Leadership Team (SALT) meetings to assess guest feedback and formulated actionable plans accordingly. This helped in enhancing our guest experience.Furthermore, I was responsible for designing a monthly product training calendar, ensuring that our team remained well-versed in the latest industry trends and developments.Maintaining a vigilant eye on guest feedback across social media platforms and Revinate, I promptly addressed any issues or concerns raised by guests, aiming to enhance their overall experience.My role extended to handling group billing and diligently tracking any pending payments, following up as required to maintain financial integrity.I fostered effective collaboration with various departments, including Concierge and the Travel Desk, to ensure that we consistently met and exceeded guest expectations.I also maintained a vigilant oversight of the credit and cashiering procedures for guest billings, ensuring strict adherence to Standard Operating Procedures (SOPs) to maintain financial accuracy and compliance. Show less

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  Hard rock hotel goa

  Nov 2013 - Nov 2014

  Duty manager - operations

  I held a leadership position overseeing a team of 20 individuals, all of whom reported directly to me. This responsibility was situated within the operational context of a prestigious 5-star hotel featuring 200 well-appointed units.One of my core functions was to create performance development plans for team members by conducting a comprehensive assessment of their key competencies. These plans were instrumental in fostering individual growth and optimizing team performance.I regularly conducted pre-arrival meetings with various departments to plan for the arrivals and departures scheduled for the next and following days. This collaborative approach ensured the seamless coordination of operations and the provision of exceptional guest experiences.In addition, I managed the travel desk and guest relations operations, further underscoring my commitment to ensuring guest satisfaction and addressing their needs promptly and professionally.Conducting job interviews for new team members was another pivotal aspect of my role, allowing me to select and onboard individuals who aligned with the hotel's high standards and service ethos.A key focus of my responsibilities was the strategic maximization of revenue through the adoption of effective upselling techniques. This approach was instrumental in enhancing the hotel's financial performance and overall profitability.To further enhance guest satisfaction and loyalty, I meticulously maintained a database containing information on frequent and regular guests, including their preferences and special requirements. This allowed us to tailor our services to individual guest needs, fostering a strong sense of appreciation and loyalty Show less

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  Hilton hotels & resorts

  Dec 2014 - Sept 2015

  Duty manager- operations

  I served as the manager for a prestigious 5-star hotel and resort boasting 170 units. My team comprised 20 dedicated members who reported directly to me.My primary responsibilities included the achievement of key performance targets, specifically focusing on Loyalty program enrolments, Revenue Maximization, and quarterly SALT (Satisfaction and Loyalty Tracking) targets. These objectives were integral to maintaining the high standards expected of a luxury establishment.I diligently maintained a comprehensive record of guest feedback, both on social media platforms and through Revinate, an essential tool for monitoring online guest sentiment. Additionally, I was tasked with efficiently handling guest feedback and complaints on the Guest Assistance Network, ensuring that guest concerns were addressed promptly and professionally.A crucial aspect of my role involved the continuous monitoring of team performance and productivity, with timely communication of this data to the relevant stakeholders. I conducted one-on-one meetings with each team member, providing feedback and guidance to facilitate their growth and development.I was also honored to be designated as the Team Champion for SALT and HHonors enrolment, showcasing my commitment to elevating the guest experience through loyalty programs.To ensure seamless operations, I conducted monthly communication meetings with the team, fostering an environment of open dialogue and feedback, all aimed at optimizing productivity and maintaining high service standards. As part of these efforts, I meticulously planned and managed staffing levels.Moreover, I took on the responsibility of developing a monthly training plan and subsequently facilitating training sessions with the team. These initiatives were essential for enhancing the team's skillset and ensuring they were equipped to deliver exceptional service to our valued guests. Show less

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  Riva beach resort - india

  Oct 2015 - Jan 2017

  Duty manager/asst. reservation manager.

  I assumed a leadership role in managing a multifaceted team, overseeing both the front desk staff and the reservations team, which collectively comprised 15 dedicated team members. This management responsibility pertained to a prestigious 4-star resort encompassing a total of 300 well-appointed units.A pivotal aspect of my role involved the creation and management of a range of daily reports essential for the smooth operation of the resort. These reports included but were not limited to the Business on Books report, the Last Night Pick Up report, and the crucial comparison of Bookings on the Books against our forecast and budget projections.In addition, I took charge of the intricate task of managing rates on various OTAs), carefully monitoring inventory on our (PMS), and ensuring rate parity across all distribution channels, including our official website. Maintaining rate consistency and competitiveness was essential to maximizing revenue potential.My responsibilities extended to efficiently handling all group reservations, whether originating from corporate clients or travel agents.A significant aspect of my role involved the meticulous preparation and maintenance of daily reports segmented by market categories, a practice aimed at optimizing our business mix. These reports contained vital data such as room nights, room revenue, occupancy rates, ARR, and RevPARFurthermore, I placed a strong emphasis on maintaining historical data, enabling in-depth analysis of business trends over time. This analysis was invaluable for strategic planning and forecasting.I also actively managed and responded to guest feedback on social networking sites, underscoring the resort's commitment to providing exceptional guest experiences and addressing any concerns or compliments from our valued clientele in a timely and professional manner. This aspect of my role further contributed to our resort's positive reputation and overall guest satisfaction. Show less

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  Native places

  Mar 2017 - Apr 2019

  Night operations manager

  In this role, I oversaw seven properties across London, managing a total of 350 units, including 4-star and 5-star accommodations such as corporate housing, build-to-rent units, holiday lets, apart-hotels, and serviced apartments.Key responsibilities include:Addressing guest complaints and special requests to enhance the overall experience.Preparing daily business reports to align operational performance with objectives.Implementing thorough night audit procedures to ensure efficiency and accuracy.Upholding the highest standards of guest safety and privacy to foster trust.Serving as the designated point of contact for emergencies during out-of-hours.Managing team performance and implementing best practices for impeccable service delivery. Show less

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  Labtech london limited

  Apr 2019 - now

  Operations manager

  Market Operations & Vendor Coordination: Oversee daily operations, ensuring a seamless experience for over vendors, customers, and stakeholders.Multi-Site Retail & F&B Management: Supervise a diverse mix over 900 tenants comprising of food stalls, independent retail shops, and entertainment spaces, ensuring efficiency and profitability.Visitor Experience & Service Excellence: Enhance the market’s customer journey by optimizing layouts, footfall flow, and service quality.Financial Oversight & Cost Control: Manage budgets, control operational costs, and maximize revenue opportunities for vendors and tenants.Supply Chain & Inventory Management: Ensure vendors receive timely supply deliveries while minimizing waste and inefficiencies.Compliance & Safety Regulations: Maintain strict adherence to health & safety standards, licensing laws, and food hygiene regulations, ensuring a safe and compliant trading environment.Stakeholder & Community Engagement: Act as a liaison between vendors, local authorities, and market management to foster positive relationships and a thriving business community.Event & Seasonal Planning: Support the coordination of seasonal events, festivals, and promotions to boost footfall.Project Management & Process Improvement: Lead operational enhancement projects, including stall renovations, infrastructure upgrades, and new vendor onboarding, ensuring timely execution and budget compliance.Technology & Innovation Integration: Implement digital solutions for payment systems, vendor management, and visitor engagement to streamline operations.Performance Analysis & Reporting: Track key performance indicators (KPIs), monitor visitor trends, and provide data-driven insights to optimize market operations. Show less