Neha

Mobile: +91-839*******

Email: adhoog@r.postjobfree.com

A persevering professional with key abilities of an inquisitive and creative mind and detail-oriented attitude combined with quality of a Team Player. I envisage deploying and scaling up my capabilities & flair at every step of learning orientation at various phases of my profession in the span of my experienced work with an eminent organization. Personal Details

Father’s name : Mr. Umesh Kumar

Date of Birth : 18th July 1987

Language proficiency: English, Hindi

Front Office and Events Planning: Reliance Industries Limited: Jio World Centre: Guest Service Manager, Front Office and Events Planning Operations December 2019 – Present

Key Attributes

Focused approach

Patient, Positive and Pleasant

Attribute of salesmanship

Corporate Exposure

Reliance Industries Limited

o Guest Services Manager, Front Office and

Events Planning Operations

December 2019-Present

The Leela Ambience Hotels and Residences

o Assistant Front Office Manager,

Front Office Operations November -

2017 – November 2019

The Oberoi Amar Vilas

o Assistant Manager, Front

Office Operations January

2016 – September 2017

o Assistant Manager, Housekeeping

Operations, July 2013 - January 2016.

Trident, Bandra Kurla

o Housekeeping Assistant,

2010 – 2011

Antillia, Project at Mr. Mukesh

Ambani Residence

o Deputation as senior housekeeper for 5

months during the

tenure at The Oberoi Amar Vilas.

Professional & Educational

Qualification

Bachelor’s Degree in hospitality

and Hotel Administration

Hotel Management and Catering

Technology, Meerut

Post Graduate Diploma (PGD) in

Housekeeping Management

Oberoi Centre of Learning and

Development (OCLD)

Management Trainee, 2011-2013

The Oberoi, New Delhi

The Wildflower Hall, Shimla

The Cecil, Shimla

The Oberoi Udaivilas, Udaipur

Certified Departmental Trainer

Oberoi Centre of Learning and

Development.

Job Responsibilities

Research and development of the Jio World Convention and Exhibition Centre policies and procedures for all front office and events planning operations

Building the organization structure of the department and establish rules of operation

Interviewing: Coordination with human resource for aligning interviews and getting on board potential candidates

Vendor management: collating details, researching and sourcing vendors, obtaining quotes with pricing, capabilities, turnaround times, and quality of work, negotiating contracts, managing relationships, assigning jobs, evaluating performance, and ensuring payments are made

Budgets: Preparing zero based budget for all the various verticals of the department and accounting against expense and revenue

Exhibition management: planning and operational management of large-scale exhibitions, productivity improvements in operations and services using smart technology. Plan all the logistics, design the floor layouts and manage our contractor relationships

Conference management: planning, organizing, leading and control of the conferences. Responsible for coordinating services for a variety of gatherings, including: business seminars, athletic expositions, educational workshops and entertainment functions

Innovating and implementing ways for world class customer service experiences and creating a pool of ideas and guest profile management

Business center operations: Setting up business center and processes and take responsibility of ensuring that business operations are efficient in terms of using as few resources as needed and effective in terms of meeting customer requirements

Initiating demos for various services and management tools to bring efficiency and digitization on the platform by coordinating with companies across the globe

Implementing strategies and ways to deal and combat with COVID19 situation, produced policies and made operations safety oriented with usage of correct mechanisms used as per global standards

Training: Developing training modules keeping in mind the industry requirements and expectations as per world class standards. Finding right tools and training plans and procedures for employee growth and development

Operations management: Handling events and functions like seminars, trade shows, banquet set ups from planning to closing .

Front Office: The Leela Ambience Hotels and Residences: Assistant Front Office Manager, Front Office Operations November2017- November 2019

Handling Corporate/ MICE/leisure and Online travel agents, clientele and groups

Contributing to lead the company for Trip Advisor Ratings

Working and ensuring the employee benefit and recognition programs to ensure team motivation and control attrition.

Handling vast inventory and ensuring rooms control towards efficient revenue management

Upgrading systems and processes leading to guest satisfaction

Streamlining process and generating cost savings in operations.

Developing and implementing procedures, control systems for maintaining hygiene and quality standards.

Organizing and conducting practical and theoretical training programs, to enhance skills and motivation levels

Maintaining regular contacts with corporate and individual customers and building strong relationship with them. i.e. ensure all associates recognizing regular guest and meeting their preferences. Interact with long stay guest to ensure that they are provided consistent a top-class room cleaning service and interacting with first timer to get their preferences.

Ensuring outstanding Guest Questionnaire Scores by exceeding and meeting guest expectations.

Ensuring outstanding Leading Quality Assurance results by conducting regular training sessions

& audit.

Directing the budgeting processes for all capital & operational requirements to achieve the required profitability.

Front Office: The Oberoi Amar Vilas Assistant Manager, Front Office Operations January 2016 – September 2017

Supervising the front desk team work.

Gained an Insight of Rooms Inventory Management.

Representing department actively in Energy Conservation activities.

Effectively managing reservation department by ensuring smooth functioning for FIT’s, Corporate and Group specially MICE movements.

Effectively supervising same day up-selling strategy to maximize revenue.

An active player in grooming, developing and training the team.

Creating and implementing Standard operating procedures for Sub sections of Department

Ensuring adherence to all company and hotel policies and upholding company values.

Responsible for the Front Office Operations in Co-ordination with other departments.

Responsible for maintaining stock inventory, arrival and departure register, C- form etc.

Ensuring outstanding Guest Questionnaire Scores by exceeding and meeting guest expectations.

Ensuring outstanding Leading Quality Assurance results by conducting regular training sessions & audit.

Housekeeping: The Oberoi Amar Vilas: Assistant Manager, Housekeeping Operations July 2013- January 2016

I took leading efforts for streamlining process and generating cost savings in operations.

Developing and implementing procedures, control systems for maintaining hygiene and quality standards.

Organizing and conducting practical and theoretical training programs, to enhance skills and motivation levels.

Implement systems and procedures that achieve higher cost efficiency and guest satisfaction. Identify areas of concern in the department & setting down process to overcome these concerns, increase staff efficiency & guest satisfaction.

Managing Lost & Found program and Key Control Program

Managing laundry operation, linen and uniform management, Monitor Horticulture, Flower arrangements & pest control operation.

Inventory control and Budgeting.

Expediting and overseeing requests from the Front Desk.

Responsible for facilitating learning and development, Performance Appraisal & Management, organizing team building & extracurricular activities in the department at regular intervals like Quiz, exhibition, Housekeeping competitions

Maintaining regular contacts with corporate and individual customers and building strong relationships with them. i.e. ensure all associates recognizing regular guest and meeting their preferences. Interact with long stay guest to ensure that they are provided consistent top-class room cleaning service and interacting with first timer to get their preferences.

Organizing and participating departmental meeting with all team members and ensuring all these meetings are productive, effective and held every month.

Defining service standards regarding cleanliness, amenities & maintenance in Rooms, Public areas.

Directing the budgeting processes for all capital & operational requirements in order to achieve the required profitability.

Identifying & developing new products, equipment & amenities to enhance the product quality.

Managing the gamut of housekeeping, health club and laundry functions and staff to ensure a clean and well-maintained property involving guest rooms, public space employee areas in adherence to standards and procedures.

Coordinator/ Housekeeper: Project – A (ANTILIA) (Mr. Mukesh Ambani Residence)

(5 months tenure)

Handling VIP and celebrity movement on arrival

Handling large scale events like shows, meetings, banquets and functions

Making Standard Operating Procedures for the house

Handling operational functions like staff briefings, creating the roster, shift management.

Ascertain the availability of stocks for all supplies, inventory items

Making effective use of cost analysis tools in support of strategic sourcing process, procurement costs, cost reduction metrics and bottom line performance indicators.

Managing the smooth running of operations in close coordination with engineering and other related departments daily.

Selecting and procuring items for the house

CLIENT RELATIONSHIP MANAGEMENT

Ensuring high quality standards, resulting in guest delight and optimum resources utilization for maximum service quality.

Ensuring maximum guest satisfaction by closely interacting with potential guest & understand their requirements and customizing the product & service accordingly. ACHIEVEMENTS

Received exemplary comments on Trip Advisor from guests for their satisfaction level fulfilled

Appreciated time and again through KUDOS, a drive at hotel to bring forth great initiatives taken at work.

Won the most coveted award of the company: CEO Award at The Oberoi Group 2015.

Reinforced my leadership, co-ordination skills & even boosted my interpersonal, communication skills by being a head girl during my school days.

Honed my abilities in histrionics by initiating my participation in theatre activities like drama & skit.

Flourished habit of adaptability & worked on my team skills by organizing few functions at my college level as a part of organizing committee.

(Neha)

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