Tushar Joshi

Shakuntala Bunglow, S.No ***/*, Nashik, Maharashtra, 422008

H- 025*-*******, M-928-***-****

PROFILE

Front Office Professional with 10 years of experience. Strong in strategic planning and management skills.

EDUCATION

BHMCT Nasik, MH

Bachelors of Hotel Management And Catering Technology 2006

EXPERIENCE

Sheraton Grand Pune Bund Garden Hotel (Marriott International)

Rooms Division Manager

September 2019 – 30th June 2020 Lost job due to covid 19

Leading Rooms Team:

Communicates a clear and consistent message regarding departmental goals to produce desired results.

Champions the brand’s service vision for product and service delivery.

Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

Managing Profitibality:

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:

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 Guest Service:

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities:

Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance

Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.

Identifies talents of direct reports and their teams, and assists with their growth and development plans.

Renaissance Ahmedabad Hotel (Marriott International)

Front Office Manager– Officiating Rooms Division Manager

November 2017 – September 2019

Part of the pre-opening team and done a successful conversion.

Implemented Marriott LSOP’s as a part of conversion.

In charge of the Rooms Division Department

Spa set up done with outsourced agency including the contracting

Transportation setup done as per the brand requirements.

Implemented Brand Standards throughout the hotel.

Cleared Brand Standard Audit with a score of 98.8%

Successfully launched all the Property Management Systems in the hotel

Mobility – Mobile check in and check out

Guest Voice integration – Guest satisfaction survey tracking mechanism

Salesforce Installation - Guest data and incidents recording tool.

Renaissance Mumbai Convention Center Hotel (Marriott International)

Asst. Front Office Manager

February 2016 – November 2017

Played a key role in re-opening of the hotel post renovation.

Simulatedall the new rooms and got them to a sellable level.

Handling of the operations of the entire hotel with an associate count of 95.

Training and development of managers in the department.

Made sure all the audits are well taken care off and passed.

Cleared BSA in a K zone.

Extensive trainings of the whole department with the help of FOM and improved communication internally.

Controlling the department cost especially the transportation by proper training and educating the associates.

Assist FOM in hiring of the key Management position and control attrition.

Directly supervised the guest relations department and realigned the processes.

Regular check on all the areas of front office to make sure right processes are followed.

Managing the hotel inventory and make sure none of the guest are inconvenienced on sold out dates.

Fairfield By Marriott Bengaluru (Marriott International)

Asst. Front Office Manager

2013-2015

Manage a room inventory of 148 rooms for effective front office operations

Heading the department to achieve the balance score card of the hotel.

Making sure arrival experience scores are always at K rating (76.7)

Got nominated for the EDGE (Excellence In Delivering Customer Experience) award.

Bringing associates to a level to handle situations in the absence of senior Management.

Planning front office operations in a very Lean and mean manning by effective cross training

Closely handling reservations department and coordinating with the sales to optimize room revenue and ensure groups are taken care of.

Handling transportation of the entire hotel including coordinating with different vendors and ensuring transportation costs are on track.

Practicing strict P&L critique and ensuring rooms profitability is always as per the budget

Being one point of contact as a senior manager for in house guests to ensure highest guest satisfaction.

Part of a team to achieve awards like Best Operations Team In Asia Pacific and Best Budget Hotel.

Responsible to practice Brand Standard Audit throughout the hotel and achieved 99.4 and 99% in two audits performed so far with front office scoring 100% in both the audits.

Handling MOD shifts and making sure proper management coverage is there in absence of other managers especially on weekends.

Responsible for hotel audits like ISRA, IPPA Owners Audit etc.

J W Marriott, Mumbai Mumbai, MH

Front Desk Manager 2012 – 2013

Manage room inventory of 355 rooms and ensure smooth operations.

Successfully completed the reopening of the hotel from renovation.

Driving GSS by not letting renovation process affect the scores of the hotel.

Training the Team Leaders in training the new associates.

Actively participated in Hiring and training new associates.

Setting effective process for smooth operations of the Front Office Department.

Evaluations of the associates by taking effective LPP for them.

Taking care of the entire department in the absence of the FOM and AFOM.

Ensuring proper lobby presence and completing maximum tasks from the lobby I e. (Leading Through The Lobby).

Training associates in effective upselling for higher revenue for the hotel.

Handling night shifts effectively and taking care of the hotel in the absence of LST and Ex com.

Taking care of the owners and Marriott International audits like ISRA.

Renaissance Mumbai Hotel & Convention Centre &

The Lakeside Chalet Marriott Executive Apartments Mumbai, MH

Asst. Front Desk Manager 2011-2012

Manage room inventory of 763 rooms as a complex and ensure smooth operations.

Driving GSS (Guest Satisfaction Survey) and being a part of a proud team by improving the Arrival Experience from 67% to 82%.

Set up and introduced a full day training program for the associates to ensure enough time and opportunities are given to the associates to help them develop.

Started the culture for Multi Skilling- Helping and giving Associates to develop their skills and helped organization.

Started the process of “daily goals” which helped associates meet individual targets and in the process meet the organizational Goals.

Started the Guest Recognition Program, helping the Associate’s to deliver personal guest requests.

Handled major Group movement in the hotel.

Supervise all areas of the Front Office in the absence of the Front Office Manager.

Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met

Participate in the associate performance appraisal process.

Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis

Pune Marriott Hotel And Convention Centre (J W Pune) Pune, MH

Front Desk Executive (Acting Duty Manager) 2010 – 2011

Handling configuration, setup and trainings for Micros Opera 5.2.05.

Planning manning requirements in liaison with Front Office Manager.

Driving GSS and consistently being No. One In Arrival Experience and Overall satisfaction.

Managing daily operations of Front Office team of 50+ associates in the role of Duty Manager.

Managing Concierge & Transport operations in the role of Chief Concierge.

Handling guest movement and providing enhanced arrival and departure experience to guests by implementing pre-arrival & pre-departure processes, Top Client Strategies and brand standards.

Conducting End Of Day / Night Audit in the role of Night Manager.

Conducting quarterly appraisals for associates.

ASSIGNMENTS HANDLED SUCCESSFULLY :

Area in – charge for Concierge & Transport. (Ensured performance turnaround, streamlined SOPs and achieved 100% brand standard audit compliance).

Handled trainings for Front Office associates and achieved training hours target.

Courtyard By Marriott Gurgaon Gurgaon, HR

Front Office Executive (Acting Duty Manager) 2009 – 2010

J W Marriott, Mumbai Mumbai,MH

Front Office Executive In Training 2008-2009

Hilton Towers (The Oberoi Group) Mumbai,MH

Front Office Associate 2006-2008

Special Assignment

Courtyard by Marriott Pune City Centre (01 August 2011-19th August 2011)

A 176 Rooms Business Hotel - Was part of the Pre-Opening Team (Task Force)

Helped set up the Front Desk Operations for the Hotel.

Additional Information:

Current Employer : Sheraon Hotel Pune

Current designation : Room Division Manager

Major role/Key skills : Operations & Training

Current location : PUNE

Qualification : BHM

Open to relocate : YES

Reporting to : General Manager

Present CTC per annum : INR 14,00,000

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