Admin / HR Executive
Rivoli Group
Total years of experience :11 years, 0 Months
• Analysed and reconciled sales credits and commissions for 500+ employees on a monthly basis. Calculated, verified and submitted payment details to payroll under a strict timeline.
• Researched and resolved all commission / incentive related inquiries from all levels of the business.
• Collaborated with hiring managers to determine staffing needs. Screened resumes & conducted interviews. Performed reference & background checks. Coordinated interviews with the hiring managers.
• Processed new hire paperwork during on-boarding process. Assisted in appraisals, probation confirmations and exit interviews. Facilitated arrangement of visas and immigration procedures.
• Coordinated the Training, Development and Employee Recognition programs.
• Led several special projects like the company video shoot, quarterly newsletter, writing the operations manual, creation of retail grooming handbook etc.
• Conducted the employee engagement survey and communicated results to management.
• Built a reporting system to track & demonstrate the employee productivity & pay out projection.
• Managed messengers to facilitate stock transfer between stores. Liaising with vendors for staff uniforms, name badges etc.
• Accounting functions like tracking cash deposits from stores & tallying with daily sales reports. Reconciling all stock transfer notes.
• Devised and implemented a new Basic Excel training and Customer Service workshop program for retail staff which received 100% positive feedback.
• Appreciation from management for designing the quarterly company newsletter.
• Developed retail grooming handbook that set a standard in retail grooming for the staff.
• Created company’s first Operations Manual outlining standard operating procedures for Ops & Retail team.
• Meeting & greeting visitors, handling multiple console telephone system.
• Oversaw calendar maintenance, appointment scheduling and expense report preparation.
• Composed, typed and proofread correspondence - memos, reports, presentations etc.
• Handled mails, couriers & packages. Maintaining or ordering office stationery and pantry supplies.
• Facilitated the recruitment procedure for the CEO - sourcing, interviewing, on-boarding etc.
• Diary management, making travel arrangements; liaising with head office for processing visa for new staff.
• Handling petty cash & invoices. Preparing LPO’s & liaising with suppliers & vendors.
• Assisted in creating the company website & promoting the company in social media sites.
• Served as administrative liaison for all positions reporting to the CEO.
Jury's Inn - Milton Keynes
• Oversaw daily operations of hotel front office, which consisted of answering phones, creating hotel reservations, assisting guests with luggage and checking in and out of the hotel.
• Trained front desk agents on hotel software and emphasized the importance of a strong focus on customer service. Created and managed employee schedule for front desk agents and valet services.
• Conduct monthly one on one meeting's with direct reports, coaching and observing employees to hold them accountable.
• Create and implement new department policies and procedures that ensure excellent customer service and safe working environment for all staff.
• Perform tasks as Manager-On-Duty for the Hotel to effectively manage guest opportunities in the most satisfactory and cost effective manner.
• Prepared presentations for team meetings that showed changes in sales, and upcoming promotions and initiatives.
• Ensured the smooth & efficient running of the reservations department by defining, documenting & delivering a professional reservations service.
• Achieved sales and service targets including direct calls handled percentage, mystery shop and revenue within cost budgets.
• Implemented company policies with regard to confirmations, contracting, deposits and internal information distribution.
• Hired, trained, coached, conducted performance appraisals for 15 staff members.
• Developed weekly schedule for reservation agents to ensure staff coverage is in accordance with the expected level of business.
• Negotiated contracts as the account manager for vendors. Managed and distributed rates, promotions and inventory flawlessly across all channels.
• Created new contracts and established trust and rapport with existing travel agents and wholesalers to ensure repeat business and increasing revenues for the hotel.
• To oversee the taking & processing of all rooms reservations according to hotel & company guidelines. Administrated the loading of all new rates into the relevant reservation systems & extranets.
• Worked in liaison with other departments, checking room & room type availability, to maximize room sales, yield & average room rate through up selling & other inventory & rate management initiatives.
• Checking in & checking out guest efficiently. Handling switchboard, guest & interdepartmental calls, mails & messages.
• Comply with unit cash handling, credit & check cashing policies & procedures.
• Ensured that all team members provide a professional & courteous service to both internal customers & guests at all times.
• Handled all guest complaints & inquiries in an efficient manner, following through to make sure problems are resolved satisfactorily. Handled conference & banquet bookings & conducting show rounds to potential clients.
• Daily Front Office procedures; Assigning guests rooms, sending flowers and fruit baskets, printing and sending of welcome letters, communication with the guests, handling guests complaints.
• Concierge service, ticket issuing and confirmation, accommodation, transportation sightseeing and restaurant reservation for the volume of 700+ rooms and apartments.
• Handling guest inquiries in a courteous and efficient manner and report guest complaints to duty managers if no immediate solution could be found and assure follow up with guests.
• Follow up VIP guests, guest's birthdays, guest's special requests.
Diploma in Hotel Management & Catering Technology 2001 - 2004 First Cass
Bandodkar College Of Science Higher Secondary Certificate 1999 - 2001 Distinction
Mumbai Board Secondary School Certificate 1998 - 1999 Distinction