Customer service

OMKAR JANARADAN SHANBHAG

A-*/* Flat ** Prasanna Prabha Hsg Society

Borivli (west) Mumbai- 4000103

Mobile: - 976-***-**** Residence: +912*********

E-Mail: *************@*****.***

Objective

An ambitious person who would like to be associated with a professional organization where I can use my acquired skills of management and optimally use my supervision knowledge to exploit talent and long term growth for the organization and myself in turn.

Key Skills and Attributes

Good communication skills to deal with the customers.

Possess good problem-solving skills and also experienced to work under pressure.

Possess an ability to prioritize the given tasks.

Well experienced to work as a team to achieve the targets on time.

Quick learner and ability to respect confidentiality of information

Proficient in Microsoft office suite (word, excel, PowerPoint)

Professional Experience

Currently Employed as Front office and Reservations Manager at Eskay Resorts Mumbai since Feb 2019.

Job Profile:-

Supervising operations of Reservations, Front Desk, Cashiering, Guest Relations, Concierge, Bell Services, Airport Services, and Main Porch & Business Centre.

-Monitor guest satisfaction processes and respond to guest concerns & feedback.

-Analyze guest feedback through feedback forms as well as Shift Logs.

-Examination of Trip Advisor Reviews and its implications.

-Monitoring the delivery and measurement of guest service standards and brand attributes through regular audits.

-Proactively identifying potential guest issues and devising strategies with the team in order to ensure ideal handling of the issue.

-Effective management of the inventory during blackout dates in order to maintain a balance between Guest satisfaction and revenue maximization.

-Assessment of P/L statements, revenue and cost headers.

-Preparation of departmental budgets and effective re-forecasting of cost and revenue headers.

-Design customized training schedules based on the training needs.

Assistant Front Office Manager at ‘The Grand Hotel Bombay’ from Dec 2018 till Feb 2019.

Job Profile:-

Maintaining a prominent level of visibility in the hotel and intense liaison with all corporate guests.

Efficiently handling all the operating departments of the Hotel.

Conducting daily briefing with the Front office, Restaurant and the housekeeping team and allotting their duties.

Conducting inspection and ensuring facilities are kept in optimal condition

Enhancing Guest Satisfaction through intensive interaction with guests and profound stress on additional and skill training for staff.

Conducting meeting with company’s executives for revision of corporate room tariff.

Coordinating with company coordinators/executives for outstanding payments.

Staff briefing and leading them to perform to the utmost level of guest satisfaction.

Responsible for preparing and updating production reports.

Updating budget presentation for the financial year.

Responsible for entire front office operations.

Handling VIP guests by allocating premium room and escorting them on arrival.

Handling OTA’s by updating room rates as per the current/recent packages.

Updating Rooms availability and Room tariff as per rooms available on Channel Manager “STAAH”.

Handling the property with responsibilities in absence of the Directors.

Duty Manager at ‘Sun-N- Sand Mumbai’ from January 2012 – October 2018.

Job Profile:-

Controlling cash transactions at the front desk.

Reviewing & maintaining the log book.

Maintaining & controlling the keys at the front desk.

To maintain all hotel records and forms as prescribed by established policies and procedures.

Handle all of the front office petty cash.

Scheduling to be on the front during peak operation hours, checking on standards of services, and cleanliness, is greeting and assist in the check in of guests and escorts VIP guest to the room.

Ability to handle many tasks at the same time.

Ability to work well under pressure.

To ensure in coordination with Housekeeping, Engineering Departments, that the hotel’s public areas are clean and tidy at all times.

To ensure that the lobby Function Information Board is up to date at all times.

Duty Manager at ‘The Gore Hotel’ South Kensington London from Sept’08- Jan’11.

Job Profile:-

Assist in the day-to-day operation of the hotel front office.

Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.

Assign, coordinate, and supervise work activities of Front Desk Agents.

Ensure work is completed to include, shift closings, room deposits, refunds and rebates.

Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.

Prepare and conduct Front Desk meetings and resolve issues.

Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.

Provide information and direction to staff to achieve 100% occupancy.

Review and resolve dispute accounts and Housekeeping discrepancies.

Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift.

Take personal responsibility for correcting customer service problems.

Front office Assistant at The Lotus Suites Mumbai from 25TH May, 2005 to 10th June 2006.

Job Profile:-

Greeting guests at check in and check out

Cashiering

Maintain duty rotas

Attending to telephone calls (EPABX)

Night auditing

Worked on ‘Shawman PMS’

Achievements

Won the ‘Best Employee Award’ for the month of January 2006 at

‘The Lotus Suites-An Ecotel ’

Won the ‘Best Employee award’ for the month of October 2006 at

‘Thistle London Heathrow’

Awarded ‘The Best Executive of the Month’ at

‘Sun –N-Sand Mumbai’

Achieved the Agoda Golden Circle award for 2019 at Eskay Resorts.

Qualifications

Successfully completed Advanced Diploma in Hospitality and Leadership Management from Bennett International College London

Twin Diploma in Hotel Management internationally certified from AMERICAN HOTEL AND LODGING ASSOCIATION (AHLA)

References available on request.

Contact this candidate