Marital Status : Married
Passport Number : L-7575739
Current Place : West Bay,Doha,Qatar.
Position wanted : “Hotel Manager/Director of Rooms/Director of Housekeeping”.
Total 14+ Years of Experience in Luxury Brand of Hotel industry with best Hotels in India(10 years) And Bahrain(3.9 years) Holding luxury experience of 7+ years as a Executive housekeeper with 1.9 Years as a Shadow Room Division Manager.
Past Employer and Position Held :
Elite Resort And Spa Muharraq Bahrain 1.9 Years
-Executive Housekeeper-Rooms Division (April 2016-November2017)
Elite Resort And Spa Muharraq Bahrain,2 Years
-Executive Housekeeper (April 2014-March 2016)
Taj Hotels Resorts and Palaces, Chandigarh, India 2 years.
-Executive Housekeeper (April 2012-March 2014)
The Park Hyderabad, India 8months.
-Executive Housekeeper (Feb 2011-September 2011)
Radisson MBD Blu- NOIDA, India 2.2years.
The Bristol, Gurgaon, India 8 months.
-Deputy Housekeeper (April 2008-October 2008)
Oberoi Resorts Hotels and Palaces-India 5 years.
-Housekeeping Assist ant (May 2003-
November2005 and Housekeeping
Supervisor (November 2005 –March 2008).
CORE WORK ACTIVITIES-Executive Housekeeper-Rooms Division, Elite Resort and Spa, Muharaq,Bahrain.
Leading Rooms Team
Champions the brand’s service vision for product and service delivery.
Communicates a clear and consistent message regarding departmental goals to produce desired results.
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
Monitors and promotes room rates, specials, and promotions at the residence.
Analyzes service issues and identifies trends.
Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
Reviews and audits expenses.
Managing Revenue Goals
Monitors Rooms operations sales performance against budget.
Reviews reports and financial statements to determine Rooms operations performance against budget.
Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Ensuring and Providing Exceptional Customer Service
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
Coordinates and communicates event details both verbally and in writing to the customer and property operations.
Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
Responds to and handles guest problems and complaints.
Uses personal judgment and expertise to enhance the customer experience.
Stays available to solve problems and/or suggest alternatives to previous arrangements.
Interacts with guests to obtain feedback on product quality and service levels.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Ensures that employees understand expectations and parameters for Room duties.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Soft Services Introduced: -
The Taj Chandigarh, India
Introduced Housekeeping Cane Caddy with a new SOP. Making Guest corridor a noise less corridor removing Housekeeping Corridor. (1-Mentioned in JD audit as a Best Practices for Taj Hotels Resorts And Palaces)
Introduced Spider Window Cleaner.
Handbag for diffuser oil container used in Public Area. (2-Mentioned in JD audit as a Best Practices for Taj Hotels Resorts And Palaces)
Lint Roller removing the lint, dust and hair if any left after morning or evening Service-Final Touch, (3-Mentioned in JD audit as a Best Practices for Taj Hotels Resorts And Palaces)
Changed the main porch appearance with putting up excellent landscaping with in-house Horticulture staff.
Made terrace garden for Kitchen Department where we can grow in-house lettuce, Asparagus,Eggplant.
Introduced Personalized Evening Service like Copper Water, Soaked Almond, Okra water, Green Tea, Personalized pillow, Evening Bathrobe.
Introduced Bonsai in Guest corridor to replace Small flower arrangement.
Done the saving of INR 18 Lakh for Operational HK cost.
Elite Resort And Spa,Muharaq-Bahrain
Introduced Pillow menu at ERS which was later introduced in all Elite Hotels.
Introduced Bath menu with choice from 5 Baths.
Introduced Evening Service with SOP.
Introduced Laundry tent card which helped in achieving and exceeding our Laundry budget.
Introduced Personal Butler concept with SOP for VVIP guest.
Enhance the Uniform style for all department of Elite resort and Spa.
Introduced Babysitting Services with new SOP.
Introduced DND service with new SOP.
Made new SOP for Lost and Found Items and introduced ACCO meeting.
Introduced the SPOC service for F1 team to avoid any guest related issue. Same was followed for VVIP groups.
Made Green Corridor for Ramadan in 2014” and Stars in Sky for Ramadan 2015”. It made the headline for Gulf News as Green Corridor.
Done In house Ramadan Tent Decoration.
Introduced Huge Flower arrangement at lobby which was famous among the guest for FB and Instagram profile.
Different flower for flower beds during winter and Summer, enhance the landscaping for entrance.
Changed present Aquarium to Sea water Aquarium.
Decorated Corridor terraces with plants and flowers which enhance the luxury appearance.
Introduced PPM and Ken fixit room which upgraded the room appearance.
Introduced room history register to keep the track record for particular room.
Scheduled Marble polishing for all the areas.
Housekeeping Operations Management Workshop taken by Mr. David Longworth from Australia.
Certified Departmental Trainer Programme (OCLD) - Team Building
Supervisory Development Programme (Oberoi Hotels resorts and Palaces)
YES I CAN, By Carlson Group.
Train the Trainer Programme (Taj Hotels resorts and Palaces).
Professional Sports Achievement
Represented Shastri Football for Delhi Soccer League-“2001 to 2002”.
Represented Delhi University at All India University Game-“1999-2002”.
Represented Bihar State and was Champion at India level-1997”.
Represented Ranchi District for Zonal Sports Festival-1997”.
Represented SAIL Football Club Ranchi-“1994-1999”.
Represented SAIL Cubs Football Club-“1990-1994”.
Represented Zonal School team for All INDIA Zone event-1989”.
Got selected in Sports Authority of India Limited in Football Event-1988
Graduation-(Economics,IRPM) -Delhi University (Zakir Husain College-1999/2002)
Diploma- Hospitality Management, Air Hostess Academy, New Delhi (2001-2002)
Schooling - D.A.V Jawahar Vidya Mandir,CBSE,Ranchi(1982/1997)
Past Yearly Salary Remunerations at Bahrain :
15360 BD / 40851 USD per Year.CTC
2 BHK apartment by the company.
Family Visa by the company.
Yearly Return ticket for self and family.
Half Electricity bill paid by the company
Mobile usage for 10BD per month Place : - West Bay,Doha Amit Kumar Gurung