Crosswin P

• Performance Excellence: Delivered 102% of the YTD target, achieving a 13% growth in Total Resort Revenue compared to the previous year.
• Online Reputation Management : Led a quality initiative and targeted service recovery that transformed guest perception, resulting in a 24% score increase on Booking.com (from 6.5 to 8.1) and significant gains on Go-MMT (from 4.2 to 4.6) and MMT (4.1 from 4.4).
• Operational Synergy: Co ordinate directly with the General Manager to oversee total resort operations, ensuring seamless communication and performance across F&B Service, Housekeeping, Engineering, and Finance.

• Multi-Property Oversight: Directed front office operations for a 302-key cluster, including Sterling Kodai Valley (152 keys), Sterling Lake (102 keys), and Sterling Madurai (48 keys).
• Strategic Guidance: Provided daily operational mentorship to property-level Front Office Managers (FOMs), acting as the primary point of escalation for complex problem-solving and operational bottlenecks.
• Guest Satisfaction Optimization: Drove initiatives to enhance the 'Welcome Experience,' resulting in measurable improvements in guest sentiment and feedback scores across the cluster.
• System Expert: Delivered critical technical and system support to ensure seamless RMS performance integrity across all cluster locations.

Key Achievements:

• Award-Winning Performance: Instrumental in securing the "BEST Resort Award 2023" for the property through a relentless focus on service excellence and operational efficiency.
• Revenue Growth: Surpassed targets for Resort Direct Bookings, reducing dependency on third-party commissions and significantly improving the property's bottom line.
• Guest Satisfaction: Maintained a consistent Net Promoter Score (NPS) above 80% YTD, reflecting a high level of guest advocacy and service consistency.

Core Responsibilities:

• Operational Leadership: Directed daily Front Office operations, ensuring a seamless check-in/check-out experience and personalized guest relations.
• Inter-Departmental Coordination: Acted as the central hub for operations, synchronizing Front Office and Housekeeping efforts to optimize room turnaround times and inventory management.
• Stakeholder Management: Managed critical relationships with both internal teams and external vendors/partners to ensure all guest touchpoints met luxury standards.

• To oversee the entire Front Office operation, to maintain high standards.
• To evaluate levels of guest satisfaction and monitor trends, with a focus on continuous improvement.
• Maximize room occupancy at the best rates, and use up-selling techniques to promote hotel services and facilities.
• Supervised day-to-day operations to meet performance, quality and service expectations.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.

• Fulfills guest services, and updates room status.
• Night auditing and preparing daily revenue reports in the absence of the night auditor.
• Preparing segment-wise revenue.
• Preparing the Statutory Compliance Report.
• Participating in the Companies' ESOP and team-building activities.
• Motivating and completing the Department’s short-term and long-term goals.
• Participating in brainstorming, problem-solving activities.
• Complying with the corporate immediate requirements.

• Handling Check-in and Checkout.
• Handling operator calls.
• Handling reservation calls.
• Guest request handling.
• Cashiering and Night Auditing.

• Handling Check-in and Checkout.
• Handling operator calls
• Handling reservation calls.
• Guest request handling
• Cashiering and Night Auditing.