Aman Kavathekar
Pune,Maharashtra
Summary
Enthusiastic Customer Service Manger eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Customer Support and escalation mangement and training in soft skills. Motivated to learn, grow and excel in Service Industry.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Oneplus (Center Manager)
Oneplus
05.2020 - Current
- Improving customer service experience, create engaged customers and facilitate organic growth
- Taking ownership of customers issues and following problems through to resolution
- Setting a clear mission and deploying strategies focused towards that mission
- Ensuring the efficient and effective operation of the Service Center
- Elaboration and implementation of strategies for the development of the Service Center
- Ensuring efficient and effective human resources services
- Ensuring efficient logistical services, including office procurement
- Information and communication management
- Improve customer service experience, create engaged customers, and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Assistant Manager
OXFORDCAPS
08.2019 - 04.2020
- Conducting Audits on a regular basis to ensure the Company standards are maintained and highlighting the areas of improvement
- The maintenance issues of all the sites present and also taking preventive measures to increase the life span of the materials used in the premises
- Responsible for training & adherence of SOP in property
- A part of the pre-opening team for any new property in city or around
- Lead Facilities manager for all the hostels present in Pune
- Ensuring the provided amenities are working properly and getting their care taken accordingly,
- Manageging other aspects like the housekeeping and security staff their training and make sure they are according to the Company standards
- Budgeting of the city in terms with housekeeping and the supplies needed for it
Area General Manager
OYO ROOMS
09.2017 - 02.2019
- Efficiently handling the business operations,
- Delivering highest standards of Service and Client Satisfaction; target Zero Customer Complaints on account of OYO Services
- Hire and Train the New Staff in OYO Standards of Service,
- Own any issues related to supplies including quality; resolve in an effective and timely manner
- Ensure compliance to OYO standards of infrastructure
- Enforce adherence to OYO systems and processes across all steps
- Reports making and Analysis
- Direct Walk In conversion
- Help in Business Development and Sales
- Relationship with nearby hotels for Spillover
- Train property manager to convert walk-in booking
- Audit properties to check for revenue inclusion of both OYO and hotel bookings
- Inspect properties on a daily basis for proper functioning and adherence to standards
- Ensure a great customer experience and minimize customer escalations
- Check inventory of water bottle stocks and place order for replenishment
- Ensure only the right set of hotels are on-boarded
- Inputs to Pricing team about local event
- Fraud Prevention (Prevent GMV Leakage
- Manage relations with owners to ensure transformation changes needed on operational basis
- Customer Retention and Relationship building
- Conducting Customer Delight Activities
- Helps & Assists Guests with Check-in & Check-out
- Meets every guest upon Check-in &
- Check-out (MUST)
- If unable to meet the guest upon Check-in (during work hours) - then should meet them within 15 minutes of Check-in
- Easily Accessible/Reachable by Guests (Shares Business Card)
- Directly (& with immediacy) responds to (including via proactive engagement) & resolves Guest issues/queries/concerns
- Gives courtesy calls to guests (as per a defined objective driven structure/format)
- Gives courtesy calls to guests (as per a defined objective driven structure/format)
- Is a scaled down Concierge with arranging for special Guest requirements (or knows the best way to connect directly with the sources for the same)
- Has the local knowledge and takes the initiative
- Upheld great standards of leadership for employees, consistently leading by example for best-in-class.
Night Auditor/Guest
JW Marriott Rousseau Muskoka Canada
11.2016 - 06.2017
- Welcome and acknowledge each and every guest with a smile, eye contact and a friendly verbal greeting using the guests’ names when possible& Assist guests with late check in’s, and inquiries overnight
- Reconcile daily guest reception financials and prepare reports for Accounting and emergency purposes
- Responsible for taking in room dining orders and adhering to our allergy processes
- Secure payment; activate/reissue room keys
- Ensure rates match market codes, document exceptions
- Verify/adjust billing for guests
- Communicate to appropriate staff when guests are waiting for an available room
- Advice guest of messages
- Clear departures in computer system
- Coordinate with Housekeeping to track room status and guest concerns
- File guest paperwork or documentation
- Operate telephone switchboard station
- Run and check daily reports, contingency lists, and credit card authorization reports
- Supply guests with directions and information
- Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction
- Check figures, postings, and documents for accuracy
- Record, store, access, and/or analyze computerized financial information
- Control and secure cash and cash equivalents for property according to cash handling policy and procedures
- Organize, secure, and maintain all files and records in accordance with document retention and confidentiality policies and procedures
- Prepare, maintain, and distribute statistical, financial, accounting, auditing, or payroll reports and tables
- Audit and reconcile all revenue postings
Reservations Agent
Intercontinental Toronto Yorkville
04.2016 - 11.2016
- Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards
- Up-sell rooms where possible to maximize Hotel Revenue
- Process cancellations, revisions and information updates on changes; process guest reservation requests for other hotels within the reservations system
- Provide accurate information about the city and the surrounding attractions when asked by guests; mail hotel-specific information sheets and brochures to guests as requested
- Assist with other duties as assigned such running daily reports, e.g
- The cancellation, booking, or arrival reports.
H.R Coordinator
Intercontinental Toronto
Yorkville
01.2016 - 04.2016
- Answering Employee Request and question
- Assisting New Employees in the on boarding Process
- Keeping track Health and Safety Procedures and work Place policies
- Proper Documentation of all the work place Accidents
- Organizing Various Cultural , Fun Activities for the Staff Members
Front Office Agent , Banquet Sales ,Kitchen Intern
Le Meridian
Pune, India, India
06.2014 - 10.2014
- Worked in core departments of the organization, Carried out the Daily duties and problem Solving whenever occurred
- Was responsible for Sales of various banquet venues in the hotel and according the needs of the guests in the event
- As a Kitchen intern made sure of the Pre-preparation is carried out and Maintain hygiene standards
Education
Post Graduate Certificate - Resort and Restaurant management
Centennial College
09.2015 - 04.2016
BSc - Hotel Hospitality and Tourism Management
Bharati Vidyapeeth University
06.2012 - 05.2015
12th - undefined
Laxmanrao Apte Prashala
03.2011 - 01.2012
Secondary School Certificate (10th) - undefined
Skills
Client RelationshipsOperations managementCommunicates effectivelyComplaints handlingTeam Management
Managerial experience
Work center audits
Timeline
Oneplus (Center Manager)
Oneplus
05.2020 - Current
Assistant Manager
OXFORDCAPS
08.2019 - 04.2020
Area General Manager
OYO ROOMS
09.2017 - 02.2019
Night Auditor/Guest
JW Marriott Rousseau Muskoka Canada
11.2016 - 06.2017
Reservations Agent
Intercontinental Toronto Yorkville
04.2016 - 11.2016
H.R Coordinator
Intercontinental Toronto
01.2016 - 04.2016
Post Graduate Certificate - Resort and Restaurant management
Centennial College
09.2015 - 04.2016
Front Office Agent , Banquet Sales ,Kitchen Intern
Le Meridian
06.2014 - 10.2014
BSc - Hotel Hospitality and Tourism Management
Bharati Vidyapeeth University
06.2012 - 05.2015
12th - undefined
Laxmanrao Apte Prashala
03.2011 - 01.2012