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C U : 098********

OVERVIEW

Belief fuels passion and passion rarely fails…

My sincere belief in the above line is precisely the reason why I am into what I do at

“Front Office” through my passion and enthusiasm; I always strive at attempting perfection and success in the very first attempt ensuring

“Meeting the deadline is not good enough; beating the deadline is my expectation”. I am a Hospitality Professional working passionately in Front Office. AREAS OF EXPERTISE

• Ensure guests have a luxurious stay at the hotel.

• Organize the customer welcome and care provided by his/her team.

• Manage and motivate the Front Office team in order to provide a high standard of service for customers.

• Help meet the department's quantitative and qualitative targets.

• Implement brand magnifiers.

• Handle complaints and requests in a friendly and professional manner, focusing on an acceptable outcome.

• Manage the Front Office Team including complaints, team development, SOP's, team training & development.

• Manage Front Office operations in the absence of the Front Office Manager.

• Welcome guests and foster customer loyalty through his/her friendly manner.

• Develop high quality relationships with guests throughout their stay.

• Handle any guest complaints or contentious issues that cannot be settled directly by team members and provide a rapid solution.

• Handle the relocation of guests when needed in a friendly and professional manner and ensure follow up is completed.

• Monitor guest satisfaction results and implement procedures on how to improve them

• Maintain accuracy of guest profiles.

• Take part in, organize and supervise guest arrivals and departures with the front office teams.

• Ensure that guest documentation and information is available and up-to-date.

• Ensure that the pricing policy and internal audit procedures are duly applied. Liaise with reservations department and prepare any newly taken reservation.

• Keep track of the standard of services delivered, based on guest comments and quality audits.

• Oversee room allocation for groups arriving and ensure a fast check in for groups.

• Supervise the standard of customer relations on a daily basis.

• Ensure that all reservations which have a routing instruction in systems have the requested back up documentation.

• Ensure that registration cards of the reservations checked in on the shift are completed properly with all the required information and signed by the guest. 2 P

PRACTICAL ACQUAINTANCE

HOTEL HILTON MUMBAI 2012

DUTY MANAGER

Ø C H H M D M

HOTEL RAMADA, POWAI, MUMBAI 2010 2012

DUTY MANAGER

Ø W H R D MICE

HOTEL SEA PRINCESS, JUHU, MUMBAI 2008 2010

DUTY MANAGER

Ø F D

ITC G M SAHAR MUMBAI 2007 2008

FRONT OFFICE (DLC) DEPARTMENTAL LEARNING CO-ORDINATOR Ø D I ITC, F O S S C D L C R THE ORCHID, MUMBAI 2005 2007

FRONT OFFICE Ø F I F F O

R S A S L WHAT I STAND FOR

Ø R F O M D M

Ø S S F D

Ø R & Ø R F O Ø A H Ø W R T R B D G R C H C Ø T D

Ø A

Ø M I S G C A Ø P F D S ADDITIONAL HOSPITALITY EXPERIENCE

Ø W G P C S R D P

2

3 P

EDUCATION

PROFESSIONAL QUALIFICATIONS:

Ø S D H M K C C M S

Ø C M B A (MBA) D L P

ICFAI.

ACADEMIC QUALIFICATIONS:

Ø BACHELOR OF COMMERCE, FINANCIAL ACCOUNTING AND AUDITING P 'B C M U 2003 C S Ø HIGHER SECONDARY CERTIFICATE (10+2TH)

P 'H S C M B 2000. Ø SECONDARY SCHOOL CERTIFICATE (10 )

P 'S S C M B 1998. COMPUTER CREDENTIALS

- A I I T SSI B & O A

T

- H ' R P PMS 'IDEAS'.

- L 'T O 'F &

- L 'C L S 'ITC'

EXTRA CURRICULAR ACTIVITIES

Ø H S C B Ø H C C

PERSONAL INFORMATION

: 19 A 1981.

: INDIAN.

: PUNJABI (HINDU).

: ENGLISH, HINDI, MARATHI & PUNJABI.

* INTERNET BROWSING & SEARCHING INFORMATION.

* READING DAILIES, WEEKLIES & MONTHLY MAGAZINES.

* PLAYING SPORTS (INCL. CRICKET, CHESS, CARROM, ETC)

DATE OF BIRTH

NATIONALITY

CASTE & RELIGION

LANGUAGES SKILLED

HOBBIES INCLUDES

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