Senior Manager
MFAR Developers
Total years of experience :13 years, 7 Months
Administering 582 rooms
Administering the overall operations of Front Office & Housekeeping.
Responsible for service excellence
Resolving on-site issues at the hotel (relating to guests, employees or the property)
Forming SOP for Front Office & Housekeeping and training of the staff to achieve a consistence level of service.
Responsible for Staff turnover, planning, recruitment and development of Head of Departments and all Employees of the hotel.
Assist in the development, implementation and maintenance of quality service standards for outlet
Participate in and prepare the annual budget, and achieves budgeted revenues and control expenses.
Interact with guests to ensure a positive guest experience.
Handling guests complaints.
Ensuring high quality services to achieve customer delight by extensive interaction with guest and quick resolution of problems
Maintain procedures for credit control and handling of financial transactions.
Played a vital role in forming SOP for outlet and training of the staff to achieve a consistence level of service.
Conduct training sessions to maintain high quality service.
Implement and maintains quality programs.
Develop short term and long-term financial and operational goals for the department, which support the overall objectives of the hotel.
Coordinating with in-house and potential guests to understand their requirements and customize the product and services accordingly.
Reporting directly to General Manager regarding issues related to FO operations.
Administering the overall Front Office operations thereby augmenting the business profitability.
Guiding team members to ensure efficiency in operations & meeting of individual & group targets.
Reviewing & interpreting the market trends/ guest feedback to attain the business strategies as per the guest’s requirements & expectations.
Generating reports on Guest Feedback, Courtesy call report, Expenses report, Income Report, Business on books, Forecast and P & L on a monthly basis.
Maintaining appropriate documentation for sales, costs and inventory control for timely indenting of supplies
Overseeing all aspects of management including tariff planning.
Ensuring compliance with pre-set quality & standards
Planning & implementation of strategies, development and expansion in hotel based on current market trends.
Sustaining profitable operations with focus on budgeting & marketing..
Developing a highly motivated team of executive to serve and handle higher segment of clientele.
Taking daily briefing of the executive. Taking weekly departmental meeting with staff members.
Implementing promotional strategies to increase sales volume & achieve maximum customer satisfaction
Organizing the Front Office team: organizing their tasks, schedules and information meetings.
Monitoring customer service levels.
To ensure the quality of services and service provision.
Ensures scheduling is done according to level of business.
Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.
Daily supervision and direction of staff shift wise.
Was certified as the best employee of the month.
Ensure that check-in/checkout are done in a professional and timely manner and communicating with House keeping department.
Assists in the completion of reports on profit and loss statements for the outlet and monitoring net profitability of the outlet.
Monitor and supervise setup and maintenance of Front Office area to ensure positive guest
Responsible for organizing and executing day-to-day work satisfactorily in conjunction with the Front Office Manager.
Post Graduate Diploma in Tourism & Hotel Management
Arts Stream