Operation Manager - Hotel The Emerald Park - Nashik, Maharashtra, India
(2023-02)
Located in the heart of the financial and commercial hub of Nasik City, this elegantly styled hotel has always been the benchmark for quality food and service and has been a proud host to many important visitors from India and abroad.
- Fully responsible for all aspects of all departments.
- Design strategy and set goals for growth
- Control budgets and optimize expenses
- Ensure employees are motivated and productive
- Responsible for oversee all staff, budgets and operations of the local business unit.
- Oversee day-to-day operations
- Maintain budgets and optimize expenses
- Set policies and processes
- Ensure employees work productively and develop professionally
- Oversee recruitment and training of new employees
- Evaluate and improve operations and financial performance
- Direct the employee assessment process
- Prepare regular reports for upper management
- Ensure staff follows health and safety regulations
- Provide solutions to issues (e.g. profit decline, employee conflicts, loss of business to competitors)
- Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.
- Conduct regular operations team meeting with all the HOD daily / weekly to discuss routine operational matters, sales targets, GSTS feedback / RSTS feedbacks and action taken for service recovery, and also any staff issues. Minutes of the meeting to be sent to Management.
- Ensure SOP implementation in all departments and check the same during routine operational checks.
- Monitor the purchase / indent / requisitions of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).
- Randomly inspecting the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry etc) with the F & B Manager & Chef.
- Dealing with Suppliers / Vendors for quality products involving Purchase Manager and providing performance assessment of vendors every quarter to HO Purchase.
- Inspecting all departments for SOP implementation.
- Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
- Monitor the co-ordination between all departments for smooth & efficient operations.
- Assessing and reviewing customer satisfaction and service recovery process.
- Meet all dept. heads to review & train the staff to upkeep the human capital.
- Identifying staff learning needs and assisting with development
- Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
- Conduct weekly / Daily meeting with marketing people for enquiry & follow up & conversion to grow up the business.
- Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization.
- Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
- Responsible for the overall management of the operation of the hotel.
- Any other duties which is assigned by management.
- Organize/conduct practical & theoretical training programs, enhance skills & motivational levels.
General Manager - Hotel Sejal Inn - Saputara, Gujarat, India
(2021-10 - 2023-01)
Located in the heart of the Saputara City is Gujarat's only hill station. Hotel has been run & Management by Surymerlin Hospitality Management & Group Of Nexottel & Indian Spice. This elegantly styled hotel has always been the benchmark for quality food and service and has been a proud host to many important visitors from India and abroad.
- Fully responsible for all aspects of all departments.
- Support and work with all Head of Departments in all aspects of running this hotel.
- Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.
- Conduct regular operations team meeting with all the HOD daily / weekly to discuss routine operational matters, sales targets, GSTS feedback / RSTS feedbacks and action taken for service recovery, and also any staff issues. Minutes of the meeting to be sent to Management.
- Ensure SOP implementation in all departments and check the same during routine operational checks.
- Monitor the purchase / indent / requisitions of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).
- Randomly inspecting the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry etc) with the F & B Manager & Chef.
- Dealing with Suppliers / Vendors for quality products involving Purchase Manager and providing performance assessment of vendors every quarter to HO Purchase.
- Inspecting all departments for SOP implementation.
- Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
- Monitor the co-ordination between all departments for smooth & efficient operations.
- Assessing and reviewing customer satisfaction and service recovery process.
- Meet all dept. heads to review & train the staff to upkeep the human capital.
- Identifying staff learning needs and assisting with development
- Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
- Conduct weekly / Daily meeting with marketing people for enquiry & follow up & conversion to grow up the business.
- Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization.
- Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
- Responsible for the overall management of the operation of the hotel.
- Any other duties which is assigned by management.
Asst. Front Office Manager - Hotel Emerald Park - Nashik, Maharashtra, India
(2019-01 - 2021-09)
Located in the heart of the financial and commercial hub of Nasik City, this elegantly styled hotel has always been the benchmark for quality food and service and has been a proud host to many important visitors from India and abroad.
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
- Ensure that personalized service is offered to each and every guest.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare monthly and daily revenue report and circulate to all HOD's.
- Prepare Room revenue and occupancy forecast take action on rate strategies.
- Integrates and trains employees, providing support for skills development.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture.
- Monitor the co-ordination between all departments for smooth & efficient operations.
- Assessing and reviewing customer satisfaction and service recovery process.
- Meet all dept. heads to review & train the staff to upkeep the human capital.
- Identifying staff learning needs and assisting with development
- Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
- Conduct weekly / Daily meeting with marketing people for enquiry & follow up & conversion to grow up the business.
- Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization.
- Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
- Responsible for the overall management of the operation of the hotel.
- Any other duties which is assigned by management.
- Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
- Have a good knowledge of all systems and standard operating procedures of front office.
- Ensures that guest documentation and information is available and up-to-date.
Restaurant Supervisor - SPF Foods LLC, The Monk Restaurant - Dubai, United Arab Emirates
(2015-09 - 2017-10)
- In charge of overall restaurant operations.
- Created restaurant procedures for manuals and training. Directed and supervised staff members engaged in daily operations. Assigned posts. designated duties. Recruited, hired, scheduled, and motivated a staff.
- Maintaining cleanliness standards as per Dubai Municipality standards.
- Ensured restaurant is fully prepared, cleaned, and organized for daily operation
- Maintained administrative functions - inventory, employee attendance and counseling, Was successful in attaining budget expectations; sales exceeded projected budget by10% To 15%
- Brought new items into the outlets in order to increase sales
- Resolved guest concerns and complaints in order to maintain a positive atmosphere
- Created new menus for special events
- Coordinated with Executive Chef in conducting daily inventory and organizing restaurant, including creating prep list, cleaning procedures, and food safety
- Provided excellent customer service in a prompt and courteous manner.
Front Office Executive - Hotel Emerald Park - Nashik, Maharashtra, India
(2007-09 - 2015-08)
Located in the heart of the financial and commercial hub of Nasik City, this elegantly styled hotel has always been the benchmark for quality food and service and has been a proud host to many important visitors from India and abroad.
- In charge of overall Front Office Operations.
- Ensure Outstanding customer care at all times. Maintains a friendly, cheerful and courteous demeanor at all times.
- Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR
- Have a good knowledge of all systems and standard operating procedures of front office.
- Ensures that guest documentation and information is available and up-to-date.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Allocate rooms to expected arrivals after checking the guests preferences and special requests.
- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
- Cross Check all billing instructions are correctly updated
- Assist all departments in servicing the guests during high volume periods.
- Takes responsibility in the absence of the Duty Manager / Front office manager
