Summary : Over ** years of progressively responsible positions, including as a manager in Hospitality Industry. Expertise in quality assurance, process improvement, and organizational skills. Skills : PMS, Office Management, Payroll, Inventory Management, Customer Service, Loyalty Engagement, Microsoft Office, QuickBooks, Communication, Reservation Processing, Scheduling, Logistics, Quality Assurance, Audits .

Professional Experience

Front Office Manager, Marriott Downtown Hotel and Marriott Executive Apartments, Abu Dhabi, February 2018 –January 2021.

Reporting staff : 50 people ( Including 2 managers, 5 assistant managers,4 supervisors and 39 line staff )

• In charge of Front Office operations for 315 keys hotel and 64 keys apartments in both the properties .

• Implemented work systems and processes to adhere to company's SOPs, defined policies and goals.

• Maintained and updated department training manual, performed all department training, and stayed current with scheduled training matrix.

• Identified staffing needs to ensure 100% attainment.

• Reviewed and approved all staff hours on a weekly basis, including overtime during peak seasons.

• Supported continual quality improvement by working with customer service to incorporate appropriate customer feedback in the operational processes.

• Responsible for all quality assurance audits both announced and unannounced audits in green zone.

• Coordinate with Housekeeping and Engineering team for regular periodic preventive maintenance to ensure Room quality standards are met for Company standards and local tourism authority standards.

• Closely worked with procurement teams to ensure maximum cost value for all purchase orders

• Update senior leadership, Sales Team and Revenue Management on available inventory to ensure maximum revenue yield and full house.

• Ensured client databases and information are updated and stored as per PCI and PII data standards.

• Practice and execute lean principles to ensure maximum cost efficiency.

• Property customer feedback survey champion and handle all customer care queries and complaints.

• Actively involved in execution of Several Customer engagement, Loyalty Program initiative projects. Shanthosh Kumar

Tamil Nadu, India

Mobile – +919*********

Email – adkrly@r.postjobfree.com

• Responsible for associate engagement and development . 25% increase in Positive Turnover and 10% increase in AES Survey held in 2019 in comparison to 2018.

• Achieved ISRA( Finance) audit compliance and passed the audit for both hotel with 98% score.

• Passed Brand standards audit for both the hotels and passed the audit in Green Zone successfully for the both the years in property .

• YOY guest voice Arrival Experience score increase by 2.0 points, Departure experience score increase by 3.0 points and Elite appreciation score increase by 3 points .

• Responsible for department P&L reporting and worked closely with EHK on Rooms P&L

• Successfully completed 12 weeks long cross training in Housekeeping Department along with Executive Housekeeper as part of development plan for room operations role . Assistant Front Office Manager, Marriott Downtown Hotel and Marriott Executive Apartments, Abu Dhabi, February 2018 –May 31st 2018.

• Responsible for Front Office operations of both the hotels .

• Worked as stand in FOM from March 25th 2018 as the existing FOM left the property . Asst. Executive Housekeeper, Dubai Marriott Harbour Hotel & Suites, August 1, 2017 until January 31, 2018.

• Moved to Housekeeping, part of Rooms Division Restructure to Learn and develop towards Rooms Operations role.

• Responsible for cleanliness, orderliness and appearance of the entire Hotel.

• Ensure that rooms are made as per company standard.

• Maintain par stock of guest supplies, cleaning supplies, linen and uniform.

• Organize inventories with Accounts and General Store for linen, uniform and fixed assets

• Pay particular attention while organizing pest eradication activities.

• Develop and implement Housekeeping systems and procedures

• Prepare reports for management information.

• Assist Purchase department in selecting suppliers for items related to Housekeeping.

• Plan, control and supervise Horticultural activities.

• Attending and resolving guest complaints.

• Organize on-the job training and evaluate its effectiveness. Front Desk Manager, Dubai Marriott Harbour Hotel & Suites, Dubai, Oct 2012 – July 31st 2017

• Assist Operations Manager in his daily Operations.

• Responsible for hiring, orienting, training, supervising and disciplining the front of the house operations at this 232-room high volume all suite property.

• Implemented new hire training outlines for Guest Service Agents.

• Accountable for meeting and exceeding service standards throughout the guests' stay. Used feedback from Guest Voice to track satisfaction levels. Put action plans into place to address any areas of concern

• Maintained proper credit and accounting procedures, taking appropriate timely action as necessary. Received a 100 % scores on ISRA Audit of FO for the past four years.

• Maintain all budget expenses for my department and handle all ordering and payroll responsibilities as well.

• Develop and train future Front office Leaders and build employee moral throughout the department. Conduct one on one developmental meetings with staff. Prepare annual reviews for line associates

• Create and produce reports as required.

• Participates in property initiatives.

• Ensure that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards.

• Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.

• Assigned as Task Force Front Desk Manager for Habtoor Grand,Autograph Collection Hotel to set up Front Office Standards & policies as per Marriott Requirments. Front Office Supervisor, Crowne Plaza, Abu Dhabi – 01st, June 2011 – 01st August 2012

• Responsible for overall Front office Shift operation which includes Front Desk, Business Centre, Concierge and Executive Lounge.

• Responsible for overall associate development.

• Responsible for high level of guest satisfaction because of the impact it has on the service index and the ultimate effect on the overall guest satisfaction and guest’s intent to return.

• Responsible for conducting monthly department meetings, to ensure that the hotels and departments, month to date and year to date performance is known to all.

• Responsible for preparation of Month end reports for ADTA and Hotel Management team.

• Responsible for training new colleagues with Up selling techniques and help them identify opportunities..

• Part of the team which is been awarded Top up sellers of MEA region in IHG hotels group, for generating an extra incremental revenue of 7.4 Million AED in 2009 and 2010 and my contribution is 1 million AED in that.

• Awarded employee of the month in the month of July 2010. Front Office Shift Leader, Crowne Plaza, Abu Dhabi – 01st May 2010 to 1st June 2011. Guest service Associate, Crowne Plaza, Abu Dhabi – 01st, Nov 2008 – 31st April, 2010. Lead Guest Service Associate - Courtyard by Marriott, Chennai –01st, Dec 2007– 30th, Sep 2008 Guest Service Associate – Courtyard by Marriott, Chennai – 1st, Dec 2006 – 31st, Nov, 2007 Educational Qualification

CLASS INSTITUTION

B.Sc Hotel

Management

MKU University,Madurai

MBA Hospitality

Management

MKU University – Distance Education Program

I declare that the details furnished in this resume are true to the best of my knowledge. Shanthosh Kumar .S

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