Learning and Development Manager
Taj
مجموع سنوات الخبرة :22 years, 10 أشهر
Heading the Strategy Initiatives at the hotel
* Mapping the processes of the entire hotel and reviewing
* Monitoring Individual Development plans of all employees and their succession planning
Contributions to the success of Vivanta By Taj - Ambassador in its achievements in the past one year which include:
* Best Five Star Hotel in India award by the Ministry Of Tourism and Best Heritage Hotel Award by the Brands Academy - by showcasing the efforts of the teams in best light. The hotel rose above any competing hotel in terms of the facilities, customer satisfaction, financials etc. The hard work of the team which was apparent by the results were brought to the fore front.
Hotel level Representation
* Process ownership of the strategies of the entire hotel in terms of its planning, implementation and monitoring in conjugation with the various departmental heads.
* Balance Score card coordinator of the hotel - Reviews petaining to Processes, Finance, Customer, Corporate Sustainibility and Learning and Development at the hotel are done on a monthly basis to ensure the hotel results are top of the line in all areas mentioned.
* Coordination for External audits - The audits at the hotel namely Safekey, Taj Positive assurance model, Coyle etc have been coordinated with various departments. The results of the same have been top notch which was mainly a result of teamwork within the hotel in achievement of results with constant positive inspiration.
Industry forum representations
* Instrumental in ensuring active participation in Industry forums like HRANI conventions . The Vivanta By Taj - Ambassador stood second in 2013 in the quiz competition held encompassing the knowledge of hotels and restaurants.
* The Hunar Se Rozgaar (initiative by the Ministry Of Tourism which is mandatory for five star classification by FHRAI) was enthused at the hotel ensuring unemployed people are equipped with skills pertaining to the hotel industry, so as to ensure employment generation or them to start ventures of their own.
Team Management:-
* Recruit and manage staff in the department.
* Developing a task force for training, motivating and building an effective team and ensuring development of team for service excellence.
* Create a work environment that is high in employee morale and provides constant learning & development.
Strategy Development:-
* Prepare annual budgets, and implement strategies in accordance with organizational saving targets and cost-value analysis.
* Coordinate with the sales and marketing departments in the area of promotions, special packages, corporate discounts and new accounts.
Operations Management:-
* Monitor daily performance and manage revenue through yield management techniques.
* Generate performance reports and develop systems and procedures that achieve higher cost efficiency and guest satisfaction.
General Administration:-
* Implement corporate policies in the organization and administer Standard Operating Procedures.
* Ensure maintenance of optimum inventory levels in the stores and coordinate with vendors.
* Liaise with contractors of the Travel Desk as well as the gymnasium to ensure guest satisfaction with those services.
Client Servicing:-
* Ensure services result in customer delight by extensive interaction with guests and quick resolution of problems.
* Monitor customer satisfaction by coordinating with in-house and potential guests to understand their requirements and customize products and services accordingly.
* Manage the Guest History system with continuous updates of feedback and preferences
Responsible for the entire Front Office operations of the hotel
of the Cross Functional team on Room Assignment that was also presented to the assessors of Tata Business Excellence Model.
· Team leader of the Process Improvement Team on Escorting Guests.
· Regularly monitored the performance management system of staff.
· Active part of the Buddy-Mentor System - a learning and development initiative
as well as the Club Floor Manager (job profile included the dual charge of Front Office as well as Food and Beverage Service).
The Park (Apeejay Group of Hotels
in the 24 hr Multi Cuisine Restaurant ‘601’at The Park, Chennai. Was responsible for organizing various food festivals throughout my stay there.
Completed 22 weeks of Industrial Training at The Hyatt Regency, New Delhi.
ACHIEVEMENTS
* Silver medalist in the Business Excellence Leadership Programme of Tata Quality Management Services
* External Assessor of Tata Business Excellence Model.
* Certified Trainer for conducting Train the Trainer workshops across Taj Group Of Hotels and certifying Departmental Trainers and Certified Taj Departmental Trainers
* Nominated as the Unsung Hero of the Year by Hotelier’s India in 2013
· Have been responsible for the complete revamping of the entire Crowne Plaza Club Floor, to increase not only its utility value but to also provide value added services.
· Was given the responsibility of the Front Office pre opening at The Park, Chennai. The job profile included conducting training workshops for the staff, making guidelines and regulations of functioning, making budgets and forecasts and planning for value added services for customer delight.
· Was part of the 3-member team put in charge of the entire F&B opening at The Park Chennai. The job profile included conceptualizing the restaurants, organizing the menus, staffing and the setting up of the entire F&B Machinery.
· Secured the Overall 2nd Position in the Management Training Programme at The Park Hotels. The assessment was based on a variety of skills including leadership, knowledge, attitude etc.
.Editor of publications at school and college level owing to my flair for writing and English Honours degree subsequently
Secured 1st Division in the 3 year
Secured 1st Division in the 3 year
Secured 1st Division in the 3 year
Secured 1st Division in the 3 year
Secured 1st Division in the 3 year
Secured 1st Division in the 3 year