Afroz Ahmad Shaikh

• Manage the day-to-day operations of the salon
• Oversee the work of other salon staff, such as hairstylists, aestheticians, and nail technicians
• Ensure that the salon is clean, organized, and well-maintained
• Develop and implement marketing strategies to attract new clients and retain existing ones
• Manage the salon's inventory of supplies and products
• Handle customer complaints and resolve any issues that arise
• Train new staff members and provide ongoing training and development for existing staff
• Monitor and manage the salon's finances, including budgeting, bookkeeping, and payroll
• Stay up-to-date with industry trends and new products and services
• Ensure that the salon complies with all health and safety regulations
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Enhanced customer satisfaction with timely response to issues and proactive problem-solving measures.
• Expanded market reach by identifying and pursuing new business opportunities.
• Increased revenue by developing and implementing strategic sales initiatives.

• Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
• Managed activities related to staff training, treatment procedures, inventory management and marketing.
• Utilized promotions, print and digital marketing to attract new clients.
• Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
• Enhanced customer satisfaction by implementing innovative spa services and treatments.
• Created customized treatment plans for clients based on their individual needs and preferences.
• Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.
• Recorded product sales into spa's weekly income report.
• Resolved conflicts between staff members or customers swiftly and professionally, fostering a positive work environment for all parties involved.
• Maximized efficiency through time management and staff supervision to boost productivity.
• Implemented policies and procedures that optimized operational efficiency within the spa facility.
• Streamlined appointment scheduling for improved efficiency and increased bookings.
• Enhanced team performance with regular motivational meetings and constructive feedback, leading to more cohesive and efficient team.
• Enhanced digital presence with revamped website and active social media engagement, increasing online bookings.
• Negotiated contracts with wellness professionals for guest seminars, enriching spa's service offerings.
• Trained and supervised spa staff on best practices, sales techniques and customer service.
• Conducted internal audits of spa finances and completed basic accounting functions to maintain accurate records.
• Managed expenses and controlled costs through proper salon budget development and monitoring.
• Generated reports to track spa performance and make recommendations for improvement.
• Developed and implemented marketing and promotional strategies to increase awareness of spa and attract new customers.
• Conducted regular staff meetings, informing team members of new spa services and policies.
• Initiated community wellness events, raising brand awareness and positioning spa as local health leader.

Company Overview: 15 Branches + 1 Ftv Salon in Mumbai + 2 Gym

• Creating and implementing a business development plan
• Hiring and supporting staff and conducting reviews of their performance
• Performing spa treatments, massages, facials and wellness therapies
• Managing inventory, including beauty, bath and treatment products
• Negotiating with vendors and ordering supplies and equipment
• Creating and updating the spa menu
• Developing marketing strategies, running campaigns and producing promotional material
• Training staff members on new skills and industry standards
• Assigning tasks and coordinating staff and facility schedules
• Ensuring the spa meets hygiene standards and complies with all health and safety regulations
• Creating budgets, drafting financial statements and handling payroll and supplier payments
• Communicating with clients and responding to queries to increase loyalty and satisfaction
• Maintaining a client database
• Selling Membership & Upselling Service & Products to Clients

Company Overview: 36 International School in Mumbai, Pune, Kolkata, Bangalore, Hyderabad, Chennai & Gurgaon

• Counselling the parents on call for getting admissions of the students in Orchids The International School
• Promoting the schools, attracting the parents and closing the admissions
• Pitching-in about the quality Education, Extra Curricular activities and Safety measures that school provides
• Operating telephone equipment, automatic dialing systems, and other telecommunications technologies
• Documents transactions by completing forms and record logs
• Maintains database by entering, verifying and backing up data
• Maintains operations by following policies and procedures reporting needed changes
• Maintains quality service by following organization standards
• Maintains technical knowledge by attending educational workshops reviewing publications
• Leading the Team of Tele Counselors
• Monitoring the performance of the Tele Counselors Sales team
• Second Responsible for overall efficiency of Tele Sales team
• Contributes to team effort by accomplishing related results as needed
• 36 International School in Mumbai, Pune, Kolkata, Bangalore, Hyderabad, Chennai & Gurgaon

Company Overview: 88 Rooms, 2 Restaurants, 2 Conference Room, 3 Banquet Hall, Business Center, GYM & Swimming pool

• Customer Satisfaction (Guest Feedback, Social Media Review)
• Financial Performance (Up selling, Room Revenue, Operation Auditing)
• Showing Initiative, Problem Solving, Staff Briefing, Team Leading
• Manages and motivates the Front Office team in order to provide a high standard of service for customers
• Welcomes guests and fosters customer loyalty through his/her friendly manner
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution
• Develops high quality relationships with guests throughout their stay
• Oversee and supervises guest arrivals and departures with the front office executive and duty managers
• Provide high level of customer service and maintain a high profile in the day to day front office operations
• Ensure that personalized service is offered to each and every guest
• Ensures that the pricing policy and internal audit procedures are duly applied
• Supervises the management of debtors, group and individual guest invoicing and cash operations
• Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
• Prepare monthly and daily revenue report and circulate to all HOD's
• Prepare Room revenue and occupancy forecast take action on rate strategies
• Manage Housekeeping Team in the absence of Executive Housekeeper
• Involved in recruitment of new team members for front office
• Integrates and trains employees, providing support for skills development
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual
• Ensures that the workplace remains clean and tidy
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area
• 88 Rooms, 2 Restaurants, 2 Conference Room, 3 Banquet Hall, Business Center, GYM & Swimming pool

Company Overview: Previously known as Oak Premier Hotel (62 Rooms, 2 Restaurants, 1 Conference Room, Business Center, GYM & Swimming pool)

• Implement and maintain superior guest service and philosophy which serves as a guide to desk agents
• Provide consistent, superior customer service when greeting and registering guests
• Deliver resolution to customer problems, such as discounts, adjustments to bills or complimentary rooms to compensate for any inconvenience as directed
• Responsible leader and trainer to front desk team ensuring they are mentored, supported and empowered to provide the highest quality of service at all times
• Act as head cashier for the property; review and resolve billing and manage manager's cash bank during assigned shift
• Review customer satisfaction through surveys, social media, and direct customer contact
• Act as Manager on Duty for first line of support for services needed
• This includes maintaining 24/7 phone coverage to meet or delegate appropriately for any given the situation
• Ensure all guest opportunities are followed up quickly, efficiently and courteously, and completed to satisfaction of the guest and that service obstacles are identified and resolved
• Maximize room revenue and occupancy by reviewing status daily
• Analyze rate variance, monitor credit report and maintain close observation of daily house count
• Monitor selling status of house daily
• Assist with the preparation of revenue and occupancy forecasting as directed
• Meet department revenue goals by delivering and holding staff accountable to deliver upsell opportunities for all of the hotel's products and services
• Review daily front office work and activity reports generated by Night Audit
• Assist and oversee any merchandising management; sales, tracking and promotions
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis and simple configuration changes
• Oversee the workload and schedule of the front desk team, assign tasks and responsibilities
• Maintain an organized and comprehensive filing system with documentation of purchases, schedules, forecasts, reports and tracking logs
• Maintains monitors and prepares guest/group requirements keeping information up to date and relays information as needed
• Checks all cash coming in and out daily and verifies deposits at the end of each shift
• Enforces all cash-handling, check and credit processes and policies
• Maintain master key control and key management system
• Manage Housekeeping Team in the absence of Executive Housekeeper
• Previously known as Oak Premier Hotel (62 Rooms, 2 Restaurants, 1 Conference Room, Business Center, GYM & Swimming pool.)

Company Overview: 88 Rooms, 3 Restaurants, 1 Discotheque, 1 Conference Room, Spa, GYM & Swimming pool

• Greets the VIP guests of the hotel
• As directed by the Front office Manager, Performs special services for VIP Guest's
• Assists in VIP's arrival departure in absence of guest relation officers
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior
• Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests
• Assists in sending guest messages or faxes
• Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows
• Prepares and checks for VIP's arrival and escorts guests to rooms
• Co-ordinates with all departments concerned in order to maintain Front Office functions properly
• Operates the front office computer system in order to assist front office attendants
• Checks group department, fit and ensure switchboard makes appropriate wake up calls
• Handles guest complaints and other related problems and reports on the Assistant Manager's log book
• Assists reception, business centre, cashier, concierge and bell captain during busy time
• Answers guests inquire, handle complaints and attend to the needs of the guests
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier
• Authorizes charges to be made for late departures and/or compliments on them
• Motivates and maintains good staff relations
• Maintains and be guided of hotel policy on credit/lost and found hotel guests properties
• Follows up in credit check report, liaise with credit manager
• To discuss all matters that needed to follow up with the next shift Front Office Manager
• Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders
• Assigns and Approves Duty roster for all Front desk staffs
• Carry out debtor control Supervise the cashiering system
• 88 Rooms, 3 Restaurants, 1 Discotheque, 1 Conference Room, Spa, GYM & Swimming pool

Company Overview: 46 Rooms, 2 Restaurants, 1 Discotheque, 2 Conference Room, 5 Banquet Hall, Business Center, Spa, Fitness Center & Swimming pool

• Ensure Outstanding customer care at all times
• Maintains a friendly, cheerful and courteous demeanour at all times
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
• Using suggestive selling techniques to sell room nights, increase occupancy and revenue
• Supervise daily shift process ensuring all team members adhere to standard operating procedures
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Adhere to company credit limit / floor limit policies
• Allocate rooms to expected arrivals after checking the guests preferences and special requests
• Build strong relationships and liaise with all other departments especially housekeeping, reservations etc
• Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests
• Cross Check all billing instructions are correctly updated
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests
• Performs other duties as assigned, requested or deemed necessary by management
• Ensure Front office log book and hotel log book is always updated and actioned upon
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
• Participate in hotel committees and task force assignments
• Assist all departments in servicing the guests during high volume periods
• Takes responsibility in the absence of the Duty Manager / Front office manager
• As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team
• 46 Rooms, 2 Restaurants, 1 Discotheque, 2 Conference Room, 5 Banquet Hall, Business Center, Spa, Fitness Center & Swimming pool

Company Overview: Royal Palms Goregaon East (445 Rooms, 3 Restaurants, 2 Conference Room, 4 Banquet Hall, Business Center, Spa, GYM & Swimming pool, Games Zone, Adventure Sports)

• Answer incoming calls and assist with reservations, confirmations, room need requests, and questions
• Explain hotel products, service and other information about the hotel as requested
• Sell process and enter and confirm room reservations using selling techniques and strategies
• Maintain knowledge of current hotel events, activities and hours of operation as well as dining options currently available
• Greet guests warmly and perform registration procedures
• Provide guests with appropriate room assignments, room keys, directions to the rooms, while up-selling when appropriate
• Verify payment for stay including incidental costs by obtaining credit information
• Assist guests with issues and complaints, with empathy and a focus on guest satisfaction
• Use supervisor support when necessary
• Answer incoming calls within 3 rings with appropriate greeting
• Maintain accurate logs of mail, packages, parcels or other items for guest delivery
• Accurate accounting of cash bank assigned to each agent
• Post charges to guest accounts as designated
• Facilitate guest departures providing accurate statements and ensuring guest satisfaction and collecting all payments due
• Other duties as assigned
• Maintenance of information about local events
• Compile occupancy statistics Supervise group bookings
• Assisting with serious complaints
• Cash handling and banking procedure
• Dealing with irregular payments
• Attend job training in accordance with the departmental standards and procedures
• Royal Palms Goregaon East (445 Rooms, 3 Restaurants, 2 Conference Room, 4 Banquet Hall, Business Center, Spa, GYM & Swimming pool, Games Zone, Adventure Sports)