Summary

I have been the Accommodations Manager with The Leela Kempinski, Mumbai Hotel. With over fifteen years in industry, I bring forth a unique set of knowledge and skills which include an in-depth understanding of Hotel Operations and Revenue Management. I diversified into the field of Event Management since January 2006.

My perseverance to achieve at every task has been the primary reason for my rapid but structured progression from staff to management at The Leela Kempinski, Mumbai.

Work Experience

Manager

Niyojitah Events since

Niyojitah Events is primarily an event and wedding planning company. Responsible for bringing in business in the form of events and weddings (NRI and local) and operationally executing them.

While weddings handled have spanned Delhi, Mumbai and Pune with guest strength ranging from 200-6000 people, have organized events for corporate companies like Toyota, BG India, Hindustan Times and Brown & Brown.

Business Development Manager

Organisation – Procam International

From May 1, 2006- December 2006

Worked as Business Development Manager for Procam International during which brought in crucial partners for the Hutch Delhi Half Marathon.

In addition, also co-ordinated the television crew and the event ambassadors for the event.

Accommodations Manager

From June 1, 2002 till October 31, 2003

Responsible for the operations, administration, guest service standards and profitability of Front Office, Privilege Club, Telephones, Health Club, Business Centre, Laundry and Transport Departments

Key Achievements

• Conceptualized and launched “Service 1” – a one stop shop service cell handling resident guests queries and requests with success

• Implemented and launched “Butler Plus” which is providing full butler service to guests at the Privilege Club. This involved training a team of 24 butlers over a period of four months and setting up of operational infrastructure.

Management/Administration

• Responsible for the budgets and profitability of Rooms Divisions Department – viz Front Office, Health Club, Telephones, Laundry, Transport and Business Centre

• Actively involved in the marketing and PR activities for the hotel

• Investigated and resolved quality and service complaints ensuring guest satisfaction and repeat business

HRD & Training

• Handled the training of staff for the launch and implementation of Butler Plus

• Handled the training of staff for the launch and implementation of Service One

Front Office Manager

From April 1, 1998 till May 31, 2002

Responsible for the operations, guest service standards, cost effectiveness, training and administration of the Front Office Department and Privilege Club

Key Achievements

• Finalist for Front Office Manager of the Year Hotel & Food Service (H&FS) Award of the year for 1998

• Attained and retained the number one position of The Leela on the Global Distribution front. The Leela made the highest revenue (18 million dollars) in South East Asia in the year 2000-2001 through business accrued from electronic media

• Maintained expenses below budget through accurate planning, waste reduction and cost-effective operating procedures

• Co-ordinated with all departments of the hotel for the inspection of the Hotel Star Rating Re-classification Committee in June 2001, in the absence of General Manager which was successful

• Successfully implemented Concierge services in the hotel. The services offered by The Leela concierge are far superior than that of other hotels in the city which has enhanced loyalty from our guests

• Conceptualized, planned and launched the extension of the Kempinski Guest Loyalty Program Private Concierge to prominent Mumbai citizens

• Solely put together the budget for the hotel for the year 2002-2003 , including F&B Departments, Minor departments and Sales & Marketing

• Groomed and developed subordinates, some who have become Front Office Managers and Assistant Managers in sister hotels handling important portfolios

Management/Administration

• Accountable for budgeting, cost control and departmental contribution

• Developed marketing concepts to enhance the image of The Leela

• Analyzing market demographics

• Investigated and resolved quality and service complaints ensuring guest satisfaction and repeat business

HRD & Training

• Recruited, supervised, scheduled and motivated a staff of 125-142 employees

• Trained staff to enhance to enhance service benchmarking Leading Hotels of the World service standards

• Improved productivity and morale by initiating cross-training and multi-functionality and effective training programs

Assistant Front Office Manager

From October 15, 1996 – March 31, 1998

Key Achievements

• Handled all Front Office operations and administration in absence of a Front Office Manager, reporting to the Rooms Division Manager

• Streamlined Front Office operational procedures with the aim to enhance guest convenience

• Conducted Front Office Executive briefings and meetings

• Conducted Traning programme for Management Trainee

• Have handled many highly sold-out dates and have managed room position to close occupancy levels at 115% without turn-aways

Reservations Manager

From December 4, 1993 –October 14, 1996

Key Achievements

• Handled Central Reservations for The Leela, Mumbai and The Leela Beach, Goa

• Successfully handled inventory and managed yield to accrue high profits for The Leela Hotels between 1995-1996. The Leela, Mumbai recorded average room rates almost equivalent to published rack tariff during ITME Convention in November 1996, when the hotel ran full house for a span of three weeks

• Implemented concept of Reservations is Sales assigning responsibilities to each Reservations Assistant

• Improved morale and productivity of Reservations Staff by starting “Error Free Program”

• Negotiated International conferences - following concept of One Stop Shop for The Leela, Mumbai.

• Organised Work flow of reservations viz tel call handling and people creating reservations

• Conducted video shoot training of Reservation staff on how to handle calls for better service delivery

Duty Manager

From February 1, 1990 - August 31, 1992

Job Profile

Handling the Lobby Operations and guest grievances while ensuring guest delight.

Guest Relations Executive

April 1, 1989 – January 31, 1990

Job Profile

Handling VIP guests and delegations and ensuring guest delight.

Reception Shift in charge

January 17, 1989 - March 31, 1989

Job Profile

Supervising team of Front Office Assistants to execute Front Desk operations

Front Office Assistant

December 8, 1987 – January 16, 1989

Job Profile

Executing operations of Front Desk as per standards

Datapro Information Technology

Administrative Assistant

August 8, 1986 – December 5, 1987

Job Profile

Carried out administrative functions of the office. In addition, conducted lectures for students in Computer Basics

and Software

Education

• B.A with specialization in vocational subject of Office Management

• Diploma in Computer Education from Datapro Information Technology

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