Duty Manager Operations Control
SHeraton Jumeirah
Total years of experience :15 years, 0 Months
Representative of the Hotel / General Manager
Handling day to day operations, planning VIP and group moment and reporting to management
Representing hotel in night shifts and accountable for solving guest complaints and coordinating in case of
Police / Municipality inspections.
Responsible for Guest Service recognition (GEI) scores
Responsible for profit generated by Front Office department (Room upsell, F&B package upsell)
Responsible for promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel / company partners
Holds good liaison with other departments for smooth operations.
Compiling operations report and circulating it to management
Support all operational areas such as Housekeeping, Food & Beverage, Conference & Banqueting etc. as required in order to ensure smooth operation throughout the hotel
Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Communicating with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results
Interact with customers to obtain feedback on quality of product, service levels and overall satisfaction.
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources
Identifies training needs, plans training activities and oversees their implementation for all front office sections. Follows up to ensure compliance and effectiveness of training activities.
Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods
Assists in the preparation of the annual budget and manning guide and manage within budgetary guidelines
Coordinates with Housekeeping and Engineering Depts., ensures the cleanliness and tidiness of hotel public areas
All guest requests, requirements and complaints are attended, and promptly handled in the correct manner, resolved, recorded (in SGR) and communicated
Fully aware of the hotel’s emergency procedures with regard to safety of guests and staff.
Direct reports: Reception, Club Lounge, Concierge, Valet and Telephone operators.
Lead a team as second in command for front office operations.
Reported to GM, for oppoerations
February, 2011 to July 2013 - worked as Asst Front Desk Manager, Hyderabad Marriott Hotel & Convention Centre and Courtyard by Marriott Hyderabad.
January, 2010 to January 2011- Worked as Front Office Duty Manager at Hyderabad Marriott Hotel & Convention Centre and Courtyard by Marriott Hyderabad.
June, 2008 to December 2009, Worked as Front Office Associate at Hyderabad Marriott Hotel & Convention Centre and Courtyard by Marriott Hyderabad.
November, 2009 - Did Opera Configuration for Hyderabad Marriott Hotel & Convention Centre and Courtyard by Marriott Hyderabad.
Handled entire Front Office Operations for Courtyard by Marriott and reported to GM directly.
Responsible for Guest Service recognition (GSS). GSS Champion for Front Office.
Responsible for Team Building and Staff training.
Responsible for department audit and report submission
Responsible for system upgrade and Marriott Rewards upgrade
October, 2009- Did Pre-Opening for Courtyard by Marriott Hyderabad.
Lead the Department of 50 team members as Second in command.
Attend Morning Meeting
Responsible for entire operations of front desk, concierge, airport services, business Centre, Guest services and At Your Service.
Lead team of Three Asst Managers, Three Duty Managers, Thirty eight Associates
Opera champion for the hotel.
Responsible for planning and manning resources. Assist in interviewing and hiring staff. Brings concerns and employee’s issues to HR and Dept head.
Responsible for all the group movement and coordinating with event planner and sales for smooth stay of the group and billing.
Responsible for training associates with Marriott Rewards Program, ensuring our monthly target is achieved with a good control over missing stay.
Responsible for driving guest satisfaction with main focus on Overall experience, arrival and departure experience. Achieved targets as in both the successive years as a In charge at Courtyard by Marriott Hyderabad.
Taken initiative to organize and control the upsell program. Motivating associates to do rooms Up-selling under the guidelines set and achieving the targets in last two years.
Responsible for driving long stay and repeat guest program. Organizing the coffee sessions and spotlight program with guests, to make feel special and recognized.
Responsible for inventory handling.
Responsible for departmental purchase and store requisitions.
Involvement with introduction of LAKE Programme.
To conduct the yearly performance appraisal for the associates and setting goals for them.
Responsible for training the new associates with front desk operations
Handling guest requests and complains and ensuring they are resolved, with the guest satisfaction and with the hotel policies
Conducting daily briefings, organize departmental meetings. Summarizing it and bringing the required points to the notice of HR/GM
Representing Front Office Department for Town hall meeting
Representing Front Office Department for Guest Service Satisfaction (GSS) Review meeting.
Conduct Night Audit.
Attends meetings in absence of FOM and communicate department with the information required in written, verbal form professionally
To ensure that all pre arrivals guest preferences are met before guest arrivals.
Room blocking, departure control and ensuring brand standard compliance.
Awarded associate of the month
Awarded for pre-opening employee for Courtyard by Marriott Hyderabad
Share good relation with all the departments and all the associates of Front office department.
Bachelors in Hotel Management