Atul Gera
Rooms Division Specialist
New Delhi
Summary
To best utilize the knowledge to gain professional experience in the line to the organizational objectives. A competitive guest services professional working with The Marriott's.
Dedicated & Self-Motivated work ethic to perform effectively in independent or team environment. Organized and dedicated professional in providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Having outstanding coordination and interpersonal skills.
Overview
8
8
years of professional experience
Work History
Assistant Front Office Manager
JW Marriott Mumbai Sahar
03.2024 - Current
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Recommended strong business plans, operational decisions and financial processes to support business sustainability.
- Acted as point of contact for vendor collaboration for contracted services.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
- Identified opportunities to streamline processes and improve office operations and efficiency.
Duty Manager
The Oberoi Hotels & Resorts
12.2022 - 03.2024
- Responds to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Initiates plans to improve customer relations, quality standards and service efficiency.
- Handles employee-related issues to improve performance, professional conduct and attendance reliability.
- Define clear targets and objectives and communicated to other team members.
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Train employees in essential job functions.
Duty Manager
The Leela Palaces Hotels & Resorts
04.2022 - 11.2022
- Keeping a close eye on the hotel reputation amongst all channels.
- Conducting trainings on LQA standards and doing role plays on daily basis.
- Maintaining the NPS score of the hotel above the target and the standards of the company.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Supervised staff by implementing company policies, protocols, work rules and disciplinary action.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Assistant Front Desk Manager
The Leela Palaces Hotels & Resorts
11.2021 - 03.2022
- Work as a full time Shift Duty Manager.
- Provided services efficiently and with high level of accuracy.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees and payments.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Planned coverage needs and organized services to support incoming special events.
- Introduced customers to Hotel's amenities with pleasant and helpful demeanor.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Increased customer service ratings through personable service.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
Front Office Executive- Rooms Controller
The Leela Palaces Hotels & Resorts
03.2020 - 10.2021
- Looking after the room inventory and allocation of rooms as per guest's preference.
- Balance the inventory during the morning and coordinating with the revenue head to open the necessary category on OTA websites to maximise the room revenue.
- Coordinate with housekeeping team to ensure the rooms are readily available as per the ETA specified by the arriving guests.
- Running operations of back to back situation in sold out dates. Meeting the guests on arrival, understanding their needs during the stay.
- Scanning arrivals for the next day, identifying the guests who are coming for celebrations.
- Doing pre-Arrival calling to all the celebration guests, higher category bookings whose ETA is not specified for smooth operations during the next day.
- Identifying the VIP arrivals the next day, coordinating with bakery to get the special amenities arranged.
- Started the process of guest adoption, Making every employee of the department adopt one of the guest and become one point of contact during the entire stay. This practice is done to improve the NPS and the tripadvisor rating in the city. Making the guest adoption list for next days and circulating with the necessary employees for a personalized pre arrival to departure experience.
- In addition to rooms control, Worked as a one point of contact for all guests staying in the 89 apartments of the hotel (part of 412 room inventory).
- Be a custodian to all the long staying guests for resolving their issues regarding any concerned department in the hotel.
- Connecting with all the guests during weekend at the Club Lounge to understand their weekly stay and ensure to make things even better during the next week.
- Arranging monthly get together with the Ex Coms and sending invites to all the long staying guests.
- Work as a part time Duty Manager.
Service Associate
Shangri-La Hotels & Resorts
09.2018 - 03.2020
- Ensuring outstanding guest questionnaire scores by exceeding and meeting guest expectations
- Ensuring outstanding Leading Quality Assurance results
- Effectively following same day up selling strategy to maximize the revenue
- Monitoring regular update of guest history and profiles to deliver prompt, efficient and accurate service to all our guests
- Responsible for assisting in the execution of daily operations activities in Front Office
- (Handling concierge, Cashier and Reception)
- Ensuring that the financial objectives are met and there is no discrepancy from Income Audit and finance
- Participate in the management of departmental controllable expense s to achieve or exceed budgeted goals
- Responsible for keeping a close check on Pre Arrival Routing, Package adjustments, In house billing and Due outs on daily basis
- Also responsible for training the staff for zero audit findings
- And Resorts (412 Keys
Front Office Associate
Taj Hotels
4 2017 - 8 2018
- Checking of daily trace reports for special requests
- Rechecking all data is correctly printed and prepared for the day's arrival
- Ensuring smooth operations for check-in and check-outs
- Cash handling and baking procedure
- Instructing staff in cash security procedures
- Closing of all cash and credit card transactions before starting of audit
- Coordinating with cashiers in case of early departures
- Coordinating with Revenue Manager to maximize the revenue on daily basis
- Handling overall position of rooms on daily basis
- Coordinating with housekeeping for preparedness of rooms for arrivals and also manage the sold out dates
- Doing room blocking and fulfilling the special requests of the guest in the absence of rooms controller and conducting the evening accommodation meeting with all other departments
- Shangri-La Hotels and Resorts (640 Keys
Industrial Trainee
Oberoi hotels and resorts
10.2016 - 03.2017
- Successfully completed 6months of industrial exposure training in all four core departments of the hotel.
Education
Bachelor of Science - Tourism And Hospitality Management
Madurai Kamraj University
New Delhi 04.2014 - 2017.04
Skills
Operations Management
Guest Relations Management
Financial Reporting
Property Management Systems
Staff Supervision
Decision-making capabilities
Expense Reporting
Exceptional communication
Emergency Preparedness
Training and coaching
Additional Information
- Other Field Participation: , Achieved 2nd position in Kulachi Hansraj state level Badminton tournament in 2009. Secured 2nd position in Dwarka District Badminton tournament in 2009. Volunteer at job fair organized by ECLAT Hospitality in 2016.
Timeline
Assistant Front Office Manager
JW Marriott Mumbai Sahar
03.2024 - Current
Duty Manager
The Oberoi Hotels & Resorts
12.2022 - 03.2024
Duty Manager
The Leela Palaces Hotels & Resorts
04.2022 - 11.2022
Assistant Front Desk Manager
The Leela Palaces Hotels & Resorts
11.2021 - 03.2022
Front Office Executive- Rooms Controller
The Leela Palaces Hotels & Resorts
03.2020 - 10.2021
Service Associate
Shangri-La Hotels & Resorts
09.2018 - 03.2020
Industrial Trainee
Oberoi hotels and resorts
10.2016 - 03.2017
Bachelor of Science - Tourism And Hospitality Management
Madurai Kamraj University
04.2014 - 2017.04
Front Office Associate
Taj Hotels
4 2017 - 8 2018
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