Experience

Aamaya Impex

• India
• Wholesale Import and Export
• 1 - 100 Employee

• Director Of Operations

  • Dec 2021 - Present

  New Delhi, Delhi, India



The Imperial

• India
• Hospitality
• 200 - 300 Employee

• Front Office Manager

  • Nov 2016 - Dec 2021

  New Delhi Area, India



Conrad Hotels & Resorts

• Hospitality
• 700 & Above Employee

• Front Office Manager

  • Aug 2015 - Apr 2016

  Pune, Maharashtra, India Pre-opening team member for a 310 keys hotel.



The Imperial

• India
• Hospitality
• 200 - 300 Employee

• Sr. Assistant Front Office Manager & Asst. Front Office Manager

  • Apr 2010 - Aug 2015

  New Delhi Area, India Key Responsibilities: -Supervising operations of Reservations, Front Desk, Cashiering, Guest Relations, Concierge, Bell Services, Airport Services, Main Porch & Business Centre. -Monitor guest satisfaction processes and respond to guest concerns & feedback. -Analyze guest feedback through GCQ's as well as Shift Logs on the basis of the 3 P’s. -Examination of Trip Advisor Reviews and its implications. -Monitoring the delivery and measurement of guest service standards and brand… Show more Key Responsibilities: -Supervising operations of Reservations, Front Desk, Cashiering, Guest Relations, Concierge, Bell Services, Airport Services, Main Porch & Business Centre. -Monitor guest satisfaction processes and respond to guest concerns & feedback. -Analyze guest feedback through GCQ's as well as Shift Logs on the basis of the 3 P’s. -Examination of Trip Advisor Reviews and its implications. -Monitoring the delivery and measurement of guest service standards and brand attributes through regular audits. -Proactively identifying potential guest issues and devising strategies with the team in order to ensure ideal handling of the issue. -Effective management of the inventory during blackout dates in order to maintain a balance between Guest satisfaction and revenue maximization. -Assessment of P/L statements, revenue and cost headers during FRM's. -Preparation of departmental budgets and effective re-forecasting of cost and revenue headers. -Administer the annual Summer Plan schedule of Rooms through effective inventory management. -Identifying the manning requirements in accordance with the defined budget. -Ensuring quarterly evaluations for the team through PDP's in accordance with the KRA's. -Design customized training schedules based on the training needs. -Promote and manage the stock and sales of the Imperial Boutique and maximize its revenue. Key Achievements: -Was actively involved in initiating the “Eliza Wing concept” (Single Lady Traveler Programme) and in developing a promotional web-rate. -Responsible for developing strategies for the introduction of the Grand Traveler Lounge for guests booked in suites/long staying guests/prominent personalities. -Introduced the concept of a Prodigee/Mentor system in the department. -Was awarded appreciation letters by Sr. Exec. VP & GM for the ’ Cairn Energy’ and the ‘Diageo World Class Event‘ group movements. -Was designated to conduct a training class on PMS and GDS at IHM Pusa, New Delhi.

• Duty Manager

  • Nov 2008 - Mar 2010

  New Delhi Area, India Key Responsibilities: - Ensuring smooth operations of all sub departments in Front Office and preparation of shift log reports. - Possess thorough knowledge of inventory management and its implications. - Ensuring outstanding Guest Questionnaire Scores by exceeding and meeting guest expectations. - Providing ideas and suggestions for new products, services, technology and processes to ensure the Hotel's competitive position, in anticipation of changing customer needs within the… Show more Key Responsibilities: - Ensuring smooth operations of all sub departments in Front Office and preparation of shift log reports. - Possess thorough knowledge of inventory management and its implications. - Ensuring outstanding Guest Questionnaire Scores by exceeding and meeting guest expectations. - Providing ideas and suggestions for new products, services, technology and processes to ensure the Hotel's competitive position, in anticipation of changing customer needs within the dynamic hospitality environment. - Creating a healthy work environment by promoting teamwork, recognition, mutual respect and employee satisfaction. - Being a departmental trainer, conduct regular trainings as per the monthly training calendar and recording the training man hours for each associate. - Effective rostering of the team in co-ordination with allocation of respective duties. - Conduct regular monthly meetings with team members of the Front Office to address current initiatives, projects and long term goals. - Revenue optimization by effective room up selling: Setting monthly/weekly and daily targets, and identifying potential guests. - Accountable for timely closure of bills on hold/high balances and OLA’s. - Reducing departmental expenses through effective supervision on store requisitions. - Administering the updation of the departmental leave planner. - Effectively shifted business from competition hotels.



Hyatt Hotels Corporation

• United States
• Hospitality
• 700 & Above Employee

• Lobby Manager

  • Jul 2007 - Oct 2008

  Hyatt Regency, New Delhi - Increased the transportation revenue generated by the hotel in comparison with the Outsourced travel desk (KTC) by 15%. - Appointed as the coach of the team for the TSA Up-selling Training Program, thus ensuring the increase in overall revenue generated through up sells by 25%. - Implemented Individual Cash Imprests & a cash counting machine at the Front Desk. - Established a Key Handover Format in order to control the loss of room keys and the cost incurred through the same. -… Show more - Increased the transportation revenue generated by the hotel in comparison with the Outsourced travel desk (KTC) by 15%. - Appointed as the coach of the team for the TSA Up-selling Training Program, thus ensuring the increase in overall revenue generated through up sells by 25%. - Implemented Individual Cash Imprests & a cash counting machine at the Front Desk. - Established a Key Handover Format in order to control the loss of room keys and the cost incurred through the same. - Gained an insight into managerial skills and capabilities by covering the fundamental modules of Harvard Manage mentor through E-Learning. - Certified as a coach for the Harvard Manage Mentor module of “Giving & Receiving Feedback”. - Certified as a departmental trainer by the Asia Pacific Head Office of Hyatt in Hong Kong, having undergone the 'Train the Trainer' course. - Was a part of the team setting up the Pre-Installation Guide for the Fidelio-Opera Turnover.

• Corporate Trainee

  • Jul 2005 - Jun 2007

  India - Reported to the Hotel Director of Human Resources who was the Division Head and maintained close relationship with the Hotel Training Manager and Director of Training - South Asia for the full duration of the program. - The General Manager was appointed as my Mentor to assist me in progressing through the program and in developing necessary skills. - Gained thorough knowledge of Front Office Operations and gained an insight into the operations of other departments of the hotel like… Show more - Reported to the Hotel Director of Human Resources who was the Division Head and maintained close relationship with the Hotel Training Manager and Director of Training - South Asia for the full duration of the program. - The General Manager was appointed as my Mentor to assist me in progressing through the program and in developing necessary skills. - Gained thorough knowledge of Front Office Operations and gained an insight into the operations of other departments of the hotel like Engineering, Materials, Information Systems, Food & Beverage (Production & Service), Human Resources & Training. Sales and Marketing and Finance were opted for as the key specialization areas.