Apurv Rai

• Managed daily operations to ensure exceptional guest experiences and service quality.
• Coordinated staff schedules to optimize workforce efficiency and service delivery.
• Developed training programs for new employees to enhance service standards and teamwork.

• Setting up Front Office Operations
• Help in Creating SOPs of ITC Hotels
• Define process for Check in / Check out
• Guest Handling
• Billing & Payment

Guest Experience Planning

• Welcome Scripts

• Greeting Standards

• Guest Handling Procedures

• Plan How to deal with VIP Guest , Compaint and Special Requests

• Mock Drills & Trial Runs

• Train Room check - ins

• Emergency Drills

• Soft Opening Practice

• Learning Brand Standard

• Learn ITC Service Standard

• Grooming Guidelines

• Brand Values

• Training Champion

• Take briefing on daily basis

• Club ITC Membership Trainer

• Take a Regular training of staff's
• Greeted guests warmly, ensuring smooth check-in and check-out processes for groups and FIT
• Handled reservations, inquiries, and guest concerns with professionalism
• Coordinated with housekeeping and other departments for seamless guest experiences
• Managed billing, payments, and financial transactions efficiently
• Provided concierge services, assisting guests with travel plans and local attractions
• Maintained guest records and ensured compliance with hotel policies
• Resolved guest complaints effectively to maintain high customer satisfaction
• Processed night audit and handled night shifts as acting Duty Manager
• A prestigious hotel offering luxury accommodations and excellent guest services

• Assisted in front office operations at a hotel of 126 keys
• A luxurious hotel known for its contemporary design and exceptional hospitality
• Greeted and assisted guests upon arrival at the front desk.
• Handled guest inquiries and resolved issues promptly.
• Coordinated with housekeeping to ensure room readiness for arrivals.
• Handled cash payments for guest transactions accurately and efficiently.

• Have done training in all 4 core Department
• 102 keys Luxury's Hotels