Experience

Cavallo Point Lodge

• United States
• Hospitality
• 1 - 100 Employee

• Sales and Catering Admin and Support

  • Nov 2022 - Present

  Sausalito, California, United States * Preparing correspondence, contracts, proposals and banquet orders * Creating and maintaining customer files and maintaining sales systems * Qualify all incoming leads, via phone, email, online and in person. * Create bookings and hold space and sleeping rooms for groups. * Put together Sales and Wedding press packets * Maintain Sales and Catering reports. * Update Amadeus pricing, item, and contract forms.

• Executive Meetings Sales Manager

  • Oct 2021 - Oct 2022

  Sausalito, California, United States •Responsible for booking small to medium-sized meetings and groups into the hotel. •Supervise and execute set up and service of conference meeting rooms. •Meeting and exceeding revenue goals by developing new accounts and growing current hotel accounts in a profitable selling approach • Receive and respond to all customer inquiries and RFPs. •Negotiate and capture all profitable Rooms & Catering business. •Prepare and send requested proposals and contracts to designated potential… Show more •Responsible for booking small to medium-sized meetings and groups into the hotel. •Supervise and execute set up and service of conference meeting rooms. •Meeting and exceeding revenue goals by developing new accounts and growing current hotel accounts in a profitable selling approach • Receive and respond to all customer inquiries and RFPs. •Negotiate and capture all profitable Rooms & Catering business. •Prepare and send requested proposals and contracts to designated potential clients. •Coordinate all details pertaining to guest rooming lists. •Educate Event Planners on hotel procedures, such as: meal guarantees, set-up styles, payment terms, available hotel services, etc •Coordinate all details to appear on each Event Order. Details to coordinate may include meeting room set-up specifications, banquet food & beverage items, audio/visual equipment & billing details •On a regular basis, distribute final Rooming Lists and Banquet Event Orders to all applicable service staff, including the Banquet Service Staff, the Food Preparation Staff and the Rooms Division. •Conduct site inspections for potential clients. •Follow up on all leads within 48 hours of receipt in an effort to create new business for the hotel. •Profitably negotiate room rates and function space commitments in order to enhance the hotel's financial performance. •Maintain strong customer relationships through frequent communication and the use of professional, courteous and ethical interpersonal interaction.



Taj Campton Place, San Francisco

• United States
• Hospitality
• 1 - 100 Employee

• Customer Service Trainer

  • May 2019 - Jun 2019

  San Francisco Bay Area Provided training on hotel reservation processes and systems for Front Desk and Guest Services team.



Taj Campton Place, San Francisco

• United States
• Hospitality
• 1 - 100 Employee

• Front Desk Manager

  • Sep 2018 - Nov 2018

  San Francisco Bay Area -Manages front desk manager duties and responsibilities. -Focus on training and guiding newly hired managers and supervisors in the department.



Taj Hotels

• India
• Hospitality
• 700 & Above Employee

• Front Office Manager

  • Jul 2012 - Oct 2017

  San Francisco Bay Area • Hired, trained, scheduled, and managed a team of 20-25 front office and guest service associates. • Helped increase TripAdvisor ranking from top 100 to top 10 in San Francisco. • Monitored and helped increase guest satisfaction tracking survey (GSTS) index and mystery audits, as a result of on-going internal training focusing on customer experience. • Monitored guest feedback and NPS scores on Medallia and TrustYou platforms. • Managed guest feedback and built in remediation… Show more • Hired, trained, scheduled, and managed a team of 20-25 front office and guest service associates. • Helped increase TripAdvisor ranking from top 100 to top 10 in San Francisco. • Monitored and helped increase guest satisfaction tracking survey (GSTS) index and mystery audits, as a result of on-going internal training focusing on customer experience. • Monitored guest feedback and NPS scores on Medallia and TrustYou platforms. • Managed guest feedback and built in remediation process to address customer experience issues promptly. • Communicated closely with the sales and revenue departments to ensure guest satisfaction and increase guest retention and growth. • Used daily audit reports to identify and fix potential operational errors. • Documented operation reports to streamline service quality: standard operating manual (SOP), and property management system (PMS). • Ensured smooth and efficient operations during sold out dates in liaison with the revenue team. • Authorized special rates as per hotel occupancy and city demand. • Build and developed relationship with PressReader an online newspaper and magazine portal, and produced significant cost savings by reducing use of physical newspaper and also enhanced most guest experience.

• Assistant Front Office Manager

  • Apr 2010 - Jun 2012

  San Francisco Bay Area • Supervised daily operations of the front office team for efficient functioning of the department. • Ensured guest feedbacks are taken and acted upon accordingly. • Liaised with other departments of the hotel like housekeeping, engineering & food and beverage for the daily operations related tasks. • Checked room assignments on a daily basis for smooth functioning of the arrivals. • Received the “Manager of the 3rd Quarter 2010” award, as Assistant Front Office Manager, Taj Campton… Show more • Supervised daily operations of the front office team for efficient functioning of the department. • Ensured guest feedbacks are taken and acted upon accordingly. • Liaised with other departments of the hotel like housekeeping, engineering & food and beverage for the daily operations related tasks. • Checked room assignments on a daily basis for smooth functioning of the arrivals. • Received the “Manager of the 3rd Quarter 2010” award, as Assistant Front Office Manager, Taj Campton Place, San Francisco.

• Assistant Manager Front Office

  • Oct 2009 - Mar 2010

  • Helped integrate the Taj standards and processes in the operations at The Pierre as a part of the opening team from India. • Worked closely in guest relations and amenities. • Managed the daily front desk shift operations. • Focused on smooth arrival and departure processes. • Handled guest complaints and resolve them timely.

• Taj Club Manager

  • Oct 2008 - Sep 2009

  Mumbai Area, India • Created standard operating manuals and set up the Taj Club reception as a part of the opening team of the new Taj Club floors. • Focused on personalized guest service and to provide flawless service. • Built strong relationship with the guests and be the one point contact. • Authorized upgrades to Taj Club rooms and suites. • Encouraged up selling of rooms to increase Taj Club revenue. • Handled all guest complaints and queries and took action immediately. • Trained… Show more • Created standard operating manuals and set up the Taj Club reception as a part of the opening team of the new Taj Club floors. • Focused on personalized guest service and to provide flawless service. • Built strong relationship with the guests and be the one point contact. • Authorized upgrades to Taj Club rooms and suites. • Encouraged up selling of rooms to increase Taj Club revenue. • Handled all guest complaints and queries and took action immediately. • Trained associates.

• Duty Manager

  • Apr 2008 - Oct 2008

  Mumbai Area, India • Met guests upon arrival and departure to build and maintain relationship • Conduct shift briefings and trainings of associates for smooth functioning. • Supervised manpower workflow by making weekly duty roster. • Liaised with other departments of the hotel for the daily operations related tasks. • Night audit functions proficiency.

• Guest Relations Executive

  • May 2007 - Mar 2008

  Mumbai Area, India • Selected as “Emerging Leaders of the Taj”. • Ensured maximum guest satisfaction by anticipating and meeting the specific guest requirements during their stay. • Supported the sales department by maintaining regular contact with corporate and individual guest and build relationships with them. • Organized birthdays, anniversary celebrations and cocktail receptions. • Co-ordinated with other departments like Housekeeping, Food & Beverage and laundry to ensure all guest preferences… Show more • Selected as “Emerging Leaders of the Taj”. • Ensured maximum guest satisfaction by anticipating and meeting the specific guest requirements during their stay. • Supported the sales department by maintaining regular contact with corporate and individual guest and build relationships with them. • Organized birthdays, anniversary celebrations and cocktail receptions. • Co-ordinated with other departments like Housekeeping, Food & Beverage and laundry to ensure all guest preferences are met.

• Housekeeping Executive

  • Jul 2004 - Apr 2007

  Mumbai Area, India • Assisted executive housekeeper in maintaining the highest levels of services in the property. • Handled all guest profiles and preferences. • Collected, tracked and documented all feedback to ensure guest delight. • Assisted in managing the inventories efficiently.

• Management Trainee

  • Jun 2003 - Jun 2004

  India Attended hands on managerial training under close supervision of the Head of Department in multiple hotels: Taj Mahal Palace and Tower, Mumbai. Taj Coromandel, Taj Connemara and Taj Fisherman’s Cove, Chennai. • Attended multiple training programs: cross cultural sensitization, finance for non-finance, supervisory development program, and architectural appreciation. • Obtained departmental trainer certificate. • A part of a community development project initiated by the Taj aiming… Show more Attended hands on managerial training under close supervision of the Head of Department in multiple hotels: Taj Mahal Palace and Tower, Mumbai. Taj Coromandel, Taj Connemara and Taj Fisherman’s Cove, Chennai. • Attended multiple training programs: cross cultural sensitization, finance for non-finance, supervisory development program, and architectural appreciation. • Obtained departmental trainer certificate. • A part of a community development project initiated by the Taj aiming at uplifting the lives of the Bidri artisans in India.



The Park Hotels

• Hospitality
• 700 & Above Employee

• Intern

  • May 2001 - Oct 2001

  Kolkata Area, India • Completed 22 weeks of industrial training in all key departments. • Obtained the “Merit Industrial Trainee” certificate.