Resident Manager - Hotel Lake View - Ooty
(2024-11)
- Supervising and coordinating the activities of various departments within the hotel, including front desk, housekeeping, food and beverage, and maintenance.
- Ensuring efficient and effective day-to-day operations, maintaining quality standards, and implementing operational procedures.
- Monitoring occupancy levels, revenue, and expenses to optimize profitability.
- Ensure guests receive outstanding service, address concerns, and resolve issues promptly to maintain high satisfaction levels.
- Recruit, hire, train, and supervise hotel staff, conduct performance evaluations and foster a positive team environment.
Front Office Manager - Hotel Devaragam - Guruvayur, Kerala
(2023-12 - 2024-05)
- Ensuring high levels of guest satisfaction by addressing inquiries, resolving complaints, and providing personalized service.
- Leading and training front office staff, including receptionists and concierges, to ensure efficient operations and enhance skills and service quality.
- Overseeing the check-in and check-out processes to ensure they are smooth and efficient.
- Managing room inventory and reservations, including online booking systems and group bookings.
- Handling cash, credit card transactions, and maintaining accurate billing records.
- Preparing and analyzing reports on occupancy, revenue, and guest feedback for management review.
- Coordinating with housekeeping, maintenance, and food and beverage departments to ensure seamless operations.
- Implementing marketing strategies and promotions to boost occupancy rates and guest engagement.
- Ensuring that all front office operations comply with hotel policies, health regulations, and safety standards.
Property Incharge - SINGARA Coffee County - Masinagudi, Ooty
(2023-04 - 2023-11)
- Supervising daily operations to ensure smooth functioning of the hotel.
- Leading, training, and scheduling hotel staff, ensuring that service standards are met.
- Overseeing property maintenance, ensuring safety standards are upheld, and addressing repairs as needed.
- Collaborating on sales and marketing strategies to attract guests and enhance occupancy rates.
- Overseeing the planning and execution of events and conferences held at the hotel.
Area Business Manager - Oyo Hotels & Rooms - Ooty
(2022-10 - 2023-03)
Own Business - Eden Inn
(2020-12 - 2022-09)
Area Business Manager - Oyo Hotels & Rooms - Ooty
(2018-09 - 2020-01)
Responsible for driving business performance, maintaining relationships with owners, driving customer experience, resolving owner escalations, and owning operations delivery for existing properties in the cluster.
- Achieve highest take from the assigned portfolio of owners by managing the relationship, issue resolution and owner alignment on key issues
- Take necessary actions for inventory control and ensure constant SRNs availability across the assigned portfolio
- Drive actions and initiatives to win back properties which have gone in sold-out, by speaking with the owner and resolving owner issues.
- Deploy R&M and other resources at the property to win back KB rooms and sold-out properties
- Ensure RevPAR at the property by solving perfect SMART inputs through owner alignment and internal coordination e.g., No restrictions - UMC/LID, prepaid, floors, presence of OTA handles, low 3C etc
- Enhance take through VAS sales and TR% reneg
- Drive revenue by ensuring all bookings are being billed in the OYO tab and no booking is slipping or being misappropriated by the PM/Owner
- Meet with owners to solve complex owner issues / painful owners and resolve any escalations
- Manage assigned portfolio of owners of the hub and prevent churn by solving partner issues proactively.
- Ensure cluster performance of guest satisfaction metrics against target, especially driving guest experience performance for bottom properties in the cluster.
- Manage daily operations of various SMART hotels and ensure adherence all OYO Operational Procedures and guidelines
- Ensure quality standards to promote repeat business
- Implement and lead new initiatives at property to maintain great guest experience.
- Manage all CID/Shifting cases across the property clusters to ensure guest experience is not hampered
Front Office Executive & Reservation Incharge - Delightz Inn Resorts - Ooty
(2016-08 - 2018-09)
Role Objective is to ensure Guest satisfaction during their stay at the hotel.
- Ensure check-in's and check outs are handled as per the company standards
- Respond to guests' requests, enquiries, and complaints if any in a courteous manner
- Maintain high standards of customer service at the Front desk
- Up-to date information on room rates, current promotions, offers and packages
- Extranet updates
Front Office Executive - The Paul - Bangalore
(2014-05 - 2016-07)
Front Office In charge - Little Earth Groups - Ooty
(2013-06 - 2014-04)
Sr. Front Office Assistant - Deccan Park Resorts - Ooty
(2012-09 - 2013-05)
Front Office Assistant - Sarovar Portico - Hosur
(2012-02 - 2012-08)
Front Office Assistant - Deccan Park Resorts - Ooty
(2011-01 - 2012-02)
Role Objective is to ensure Guest satisfaction during their stay at the hotel.
- Ensure check-in's and check outs are handled as per the company standards
- Respond to guests' requests, enquiries, and complaints if any in a courteous manner
- Maintain high standards of customer service at the Front desk
- Room allocation. Answer phones and respond to inquiries of residents and the public.
- Managing and training the concierge, night auditor and team of receptionists
- Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodation is appropriate
- Cashiering, Scheduling staff roster and liaising with other departments for smooth operations
- Up-to-date information on room rates, current promotions, offers and packages.
