Hospitality professional with over 11 years of extensive knowledge in Front Office Operations with pre- opening experiences. Ability to lead, motivate, and work effectively with a diverse team to achieve and exceed set goals. Proven track record of Customer Satisfaction with high guest engagement scores. Skilled in Opera Property Management System, Rostering, Recruitment and Performance Reviews, Cost Management and Budgeting.
Grand Cosmopolitan Hotel Dubai – 235 Keys
Front Office Manager (Pre-Opening) December 2019 – May 2020 Responsible for the overall Front Office Operations and ensuring the team was ready as per schedule, also responsible to ensure that the hotel met its classification requirements in accordance with the Dubai Tourism and Cultural Authority during the pre-opening phase. Aloft Al Ain – (Marriott International) Hezza Bin Zayed Stadium, Al Ain – 175 Keys Front Office Manager (Pre-opening) November 2016 – September 2018 Reporting directly to the General Manager, was responsible for the overall Front Office operations. Being part of the pre-opening team, ensured that the Front Office operations were ready as per schedule which included setting up policies and procedures, recruitment, training etc. In addition, was also responsible to ensure that the hotel met its classification requirements in accordance with the Abu Dhabi Tourism and Cultural Authority during the pre-opening phase. I was also actively involved with the integration changes between Starwood and Marriott International.
Grosvenor House, a Luxury Collection Hotel, Dubai (Marriott International) – 749 Keys Front Office Manager March 2014 – October 2016
In this role, I managed the day-to-day operations of the Front Office by leading the Front Desk, Guest Services, Butler Services, Concierge, Communication, Valet, and Transportation teams of about 330 associates. Focus was to ensure that the department is functioning in a seamless manner and to provide excellent customer service to our valued hotel guests and long-term residents, which resulted in achieving the highest Guest Experience Index scores within our brand for the region. Functional tasks included Room allocation, Meet & greet of VIP guests, handling challenging situations, Staff Management, Training, Cost Management, Budgeting etc.
Grosvenor House, a Luxury Collection Hotel, Dubai (Marriott International) – 749 Rooms Guest Service Manager November 2012 – February 2014 In this role, I reported to the Front Office Manager and was in-charge of the Guest Services and Butler Services Department. My team and I were responsible to ensure guest satisfaction through proactive engagement with the guest prior to arrival and during their stay. Guest complaint resolution was one of the key focus areas and tracking the same was streamlined by introducing online customer feedback form. Liaising with other departments was key in creating memorable moments for our guests during the stay and this was achieved through effective communication and follow up. I was responsible to chair the daily arrivals meeting by using the Star guest Response System to go through the next day arrivals and highlight and prepare for the VIP, Loyalty Members and guests celebrating special occasion. Grosvenor House, a Luxury Collection Hotel, Dubai (Marriott International) – 749 Rooms Assistant Guest Service Manager November 2011 – October 2012 Assistant Night Manager April 2011 – November 2011 Le Royal Meridien Beach Resort and Spa (Marriott International) – 504 Rooms Front Desk Team Lead April 2010 – March 2011
Front Desk Assistant February 2008 – March 2010
Communication Agent January 2007 – February 2008
Acted as a Quality Team Leader for the department and assisted the hotel in winning the ISO 9001, 2000 award in 2010.
Encouraged and lead the team to be in the Number 1 position in both “Check in” and “Check Out” experience - on survey done by J.D.Powers.
Trained and worked together as a team to achieve the YTD target of 95% on GEI (Guest Experience Index) as well as 100% Compliance in Mystery Audits (LRA) for 3 consecutive years.
Developed the Front Office Team and abetted them in winning the “Department of the Year 2015” on the internal staff awards
Played an integral part during the Starwood and Marriott integration
Successfully coordinated loyalty programme (Starwood Preferred Guest) for the hotel.
Finalist at the “Receptionist of the Year” 2008-09 (AICR) SYSTEM SKILLS AND TRAINING:
Lean Six Sigma Yellow Belt Operational Innovation
Opera Property Management System
Budgeting / Forecasting. HEADS / Oasys Payroll system.
Microsoft Excel, Word, Power point and Outlook
Leading Starwood / Starwood Personalized Guest Services
Cross Exposure in the Sales & Marketing team of the hotel, to enhance personal skills specializing in MICE and Corporate Segment
Involved in increasing Revenue of the property and having field trips with the sales team to look into new business prospects
Successfully completed Train the Trainers course and been training the Front Office department on all areas. (Up selling, S.O.P’s & Cross Selling) EDUCATION:
Bachelor of Accounting and Management Graduate. (L.S. Raheja College – Mumbai, India) LANGUAGES:
English - Fluently
Hindi - Fluently