Assistant Manager - Guest Relations
jűSTa Hotels & Resorts
Total des années d'expérience :3 years, 7 Mois
1.) Interact with guests during their stay, breakfast, Check in & Check out
2.) • Handle 3 units in Bangalore - inspect arrival rooms to ensure Housekeeping team has done their work promptly, interact with guest, overlook on other day to day work
3.) Collate Guest database and profile their details
4.) Provide special instructions to the team - day to day arrival
5.) Handle complaints and instruct respective department to rectify the same
6.) Follow up if the concerns are rectified and update guest accordingly
7.) Give a courtesy call to guests post check out
8.) Closely monitor Day to Day Front office operations
9.) Conduct Daily Briefing to all the departments
10.) Conduct training and meetings to different departments on a weekly basis
11.) Publish guest appreciation list
12.) Upsell Rooms, Handle Sales Calls for Rooms, Conference Hall & Board Room
13.) Handle & Organize events in conference Hall & Board room
14.) Make Power Point Presentation on Bangalore Units performance, on basis of guest service and experience and share the same with all on a weekly basis
15.) Investigate and respond to internal guest feedback which is sent by guests to CEO’s Office and revert with response for the same.
16.) Make Roasters for Front Office team
17.) Handle Incident Reports
18.) Interview candidates and screen them for next round. Conduct induction and training for new joiners
a.) Feedback Management (13 Hotels & Resorts)
b.) Marketing & Management Information System(MIS)
c.) Database Management System - Maintain Guest, Client, Travel Agent & Vendor Database
d.) Run Promotional Campaigns and track the performance of the promotion and submit a detailed presentation of the same
e.) Interact with Consultancies - Babajobs, Etiquest & Stepping Stones, - to schedule interviews for candidates for our Hotels & Resorts
f.) Human Resources - Follow up with candidate, screen them to check if they suit our requirements and schedule Final Round with HOD.
g.) Send offer letter, Collect & maintain - certificates, educational documents, ID Proofs and records of all the employees, inform Accounts department about new joiner and the salary offered. Maintain record of all the candidates who have attended interview, who were rejected and who were selected
h.) Centralized Tripadvisor for all our hotels & Resorts, Respond to reviews, Maintain record of those guests who have shared their reviews
i.) Analyze the trend in Tripadvisor, guide Hotels & Resorts to increase the reviews, Publish Ranking & Review Score and share respective hotels & resorts performance on a weekly basis
j.) Central Reservation System (CRS Desk) - This was a new process hence closely worked from the scratch
• Hotel Information Details were collated and maintained
• Created Reservation SOP and presented the same in process flow chart
• Researched about EPBAX connection, scheduled meetings with Airtel & TATA
• Finalized TATA product - selected package, follow up with regards to fancy number, processed payments for the same, coordinated with TATA, Sales team for the product to be delivered. Closely worked with installation team to set up the EPBAX in our location and
• Handled Central Reservation team’s Attendance, Leave Requests, Shift Scheduling and Process
k.) Other Responsibilities - Handle incident reports of all the units, Publish Articles about our Hotels & CEO
l.) Every unit conducts weekly Meetings (Operations Meeting, Outstanding Meeting & Sales Meeting). The same had to be shared with me where I check and analyze what task is pending and update CEO about the same
Travel Site Admin under “TESCO Travel Centre” team
Adding and Deleting of TESCO UK and ROI Employee’s in Traveldoo Site
Setting up authorized “Approvers” for employee’s travel bookings
Setting up authorized “Arrangers” for employee’s travel bookings
Adding and Deleting of Cost Centre Numbers in Traveldoo tool.
Take care of travel arrangements for Contract employees of TESCO in UK and ROI
Provide employee details and Cost Centre numbers to the suppliers
Advise Suppliers to update their database with “New Approvers” list
Setting up “Information and New Rules” for Bookers in the Traveldoo tool.
Edit existing Users details, provide with user name a& passwords for the new Users
Raise Complaints and Feedback of the employee’s against suppliers and getting it sorted.
Tracing employee’s details to whom the traffic violation penalty notice belongs to. Once collated the details forward the same to UK police
Update Rent Report received from Suppliers in Mid Fleet tracker
Maintain report of the total number of penalty notice received each month
Maintain complaints and Feedback data received against each suppliers every month
Update performance tracker for each query received every day
Create and Edit SOP - Standard Operation Document for all the different process handled by TESCO Travel Centre team.
Collect employee’s details from intersperse ( Like Employee Id, cost center number, e-mail address) and maintain a record to be forwarded to Suppliers
Local Contract - Internship
Check for availability of rooms and apartments for our corporate clients as per their requirements and per dium for both National and International travel (Mphasis, Reliance, AstraZenca, Thomas Cook Staff in INDIA)
Search for Hotels and Apartments through different modes like - online or Amadeus in a particular/ specified location
Negotiate for the best available rates
Understand terms and conditions of the hotels and suggest 4 or 5 different hotels to client to select one among them
Choose the right type of Booking (Online, Direct, Amadeus)
Book the hotel or apartment requested for and get the Confirmation, which needs to be forwarded to the Guest
Amendments and Cancellations of booking
Payment Modes
Maintain reports for all the bookings done for each corporate every month
Track outstanding payments which are supposed to be paid by the corporates on a monthly basis and send the statement to the accounts team, who will in turn coordinate with the respective company for the same
Provide Booking data as well as profit/ loss statement every month to Manager
Maintain Records systematically and present the same in power point
Negotiate with hotels and apartments for contract (includes Rates, Amenities, period of contract, terms and conditions etc
• Handle Customers Current A/c and Loan A/c
• Was part of Collection Department for the Bank
• Advise customers with different Payment Plans after analyzing individuals income and expenditure
• Interact with Bank Staff and providing them with customers information
• Advise Customer with regards to their Account details
