DHANANJAY NANGARE
PUNE
Summary
I have a varied skill set and work extremely well under pressure. I am very quick to pick up and perfect new processes. I am able to transfer my positivity to any group of people I work with, whether they are clients or colleagues.
I am a reliable and hardworking individual who is adaptable to most environments. I have excellent communication and interpersonal skills which allow me to interact with people from a varied background. I enjoy facing challenges and I am keen to learn and develop further skills wherever I am able to. I am able to assume responsibility and use my own initiative to ensure tasks are completed on time and to an impeccably high standard.
Overview
13
13
years of professional experience
Work History
Front Office Manager
JW BY MARRIOTT MUMBAI SAHAR
Mumbai
11.2022 - Current
- My role is to handle a team of Guest Services, Executive Lounge, Concierge, Transportation, SPA, At Your Service to make guests feel at home by providing a genuine, friendly and professional experience
- Responsibilities: Designated as a Front Office Manager from Assistant Front Office Manager in December 2023 at The JW Marriott Mumbai Sahar
- Handling the Front Office department with 106+ Staffing which includes Front Desk, At Your Service, Guest Relation, Executive Lounge, Bell Desk, Concierge & Airport Representatives
- Ensuring the Guest Voice surveys are reverted within the time frame with resolution
- Ensure that regular ongoing communication is happening in the Rooms division (e.g
- Daily briefings, executives meet) Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
- (E.g
- Weekly Guest Voice meetings with General Manager)
- Ensure next day arrivals are screened with preferences and discussed with LST in daily Pre-Arrival Meeting) Ensuring monthly & quarterly audits are conducted on time and documented
- Makes and executes the necessary decisions to keep property moving forward toward achievement of Goals
- Ensuring all parameters for the department Balance Score Card in key performance zone
- (Property Enrollment Success score, Guest Voice Intend to recommend, Guest Voice Elite Appreciation, all GXP parameters, Other Revenue & Enrollments
- Monitor Rooms Division sales performance against the budget in weekly sales strategy meeting
- Responsible for department monthly indenting as per the occupancy forecast
- Ensuring the monthly P&L for Rooms division gets closed within the budget
- Ensuring the high balances gets closed timely with the coordination of finance with attending weekly credit meeting
- Managing department profitability and action plans to achieve the targets
- Monitor and promotes room rates, special corporates and promotions at the hotel
- Ensure daily incident reports closed and guest reverted with the solutions
- To strictly adhere to the established operating expenses and that all costs are controlled
- Respond to guests needs and anticipate their unstated ones and react promptly to them Handling customer care complaints and ensuring with resolution within time frame
- Handling Marriott Rewards queries in terms of crediting and redemption of points and merging of Marriott Rewards Accounts
- Handling internal audits (i.e
- QA, LAP, ISRA, MISTRY, BSA)
Assistant Front Office Manager
COURTYARD BY MARRIOTT PUNE CHAKAN
Pune
11.2017 - 10.2022
- Responsibilities: N/A
Front Office Supervisor
VIVANTA BY TAJ HINJAWADI PUNE
Pune
04.2015 - 11.2017
- Responsibilities: N/A
Sr. Front Office Associate
NOORYA HOMETEL (A SAROVAR HOTEL) PUNE
Pune
06.2014 - 03.2015
- Responsibilities: N/A
Sr. Front Office Associate
SPREE LONGER HOTEL PUNE
Pune
09.2012 - 05.2014
- Responsibilities: N/A
Cross Exposure Training
VIVANTA BY TAJ PRESIDENT MUMBAI
Mumbai
06.2011 - 10.2011
- Responsibilities: N/A
Education
Hotel Management & Catering technology (B.Sc.) -
Bharti Vidyapeeth University Pune
01.2012
HSC -
Pune Board
01.2009
SSC -
Pune Board
01.2007
Skills
- Ability to learn new processes quickly and efficiently
- Ability to follow instructions and think on my feet
- Excellent problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work well within a team as well as on my own initiative
- Great organizational and multi-tasking skills
- Hardworking and highly motivated
- Opera PMS (54, 56), Symphony, GXP, Micros, Onex, Birch sheet, IDS
Personal Information
- Available: 2 Month notice period
- Date of Birth: 10/30/91
- Nationality: Indian
- Marital Status: Married
Languages
Excellent written and verbal skills in English, Hindi & Marathi
Extracurricular Activities
Designated as a Front Office Manager from Assistant Front Office Manager in December 2023 at The JW Marriott Mumbai Sahar. Designated as an Assistant Front Office Manager from Assistant Front Desk Manager in January 2022 at The Courtyard by Marriott Pune Chakan. Achieved 91% in Associate Engagement Survey in 2023, 28% over and above the 2022 at The JW Marriott Mumbai Sahar. Achieved 100% in Brand Standard Audit – 2023 at The JW Marriott Mumbai Sahar. Reduced department attrition by 46% vs 2022 at The JW Marriott Mumbai Sahar. Mobility Scores improved by 19% vs 2022 at The JW Marriott Mumbai Sahar. Loyalty Enrollment target achieved in 2023 with additional 18% at The JW Marriott Mumbai Sahar. Improved the Guest Satisfaction Scores by 7.4% & Member Satisfaction Scores by 10.3% Vs 2022 at The JW Marriott Mumbai Sahar. Successfully launched and implemented PMS 5.6 for (JW Marriott Mumbai Sahar & Courtyard by Marriott Pune Chakan), ERS, GXP, Mobile Key, and Symphony (POS) for the hotel. Designated as an Assistant Front Desk Manager from Front Office Executive in November 2019 at The Courtyard by Marriott Pune Chakan. Designated as a Front Office Supervisor from Front Office Associate in April 2016 at The Gateway Hotel Hinjewadi Pune. Awarded Manager of the Year 2021 at Courtyard by Marriott Chakan. Awarded Manager of the quarter Jan to March 2021 at Courtyard by Marriott Chakan. Received Awards for Guest Voice “Intend to Recommend “, “Elite Satisfaction”, “Staff Service”, “Cleanliness” Top Performing Hotel in India West Region in all the Marriott International Segments (Luxury, Premium & Select). Achieved No 1 position in Marriott Bonvoy Penetration % in South Asia for 2021 & 2022 at Courtyard by Marriott Chakan Awarded for APEC Quarterly Award for achieving Highest Marriott Bonvoy Penetration for Q3 2021 at Courtyard by Marriott Chakan. Identified by GXP team for Upcoming Trail Blazer Pilot Programmer in India as a First Hotel. Achieved a score of 100% for Associate engagement survey for 2021. Achieved a consecutive score of 95% ++ for Associate engagement survey for 2018 & 2019 at Courtyard by Marriott Chakan. Highest up seller for 2018, 2019 & 2020 at Courtyard by Marriott Pune Chakan. Successfully completed “Leadership Education and Development for Growth Program” conducted by Courtyard by Marriott Pune Chakan in January 2020. Awarded Executive of the Month for March & August 2018 at Courtyard by Marriott Chakan. Nominated for Executive of the year 2018 & Manager of the Quarter Oct to Dec 2020. Achieved the No 01 position in APEC in all Segments mobile chat through GXP in 0.40 secs against the goal of 120secs. Maintained Guest Voice Score for Intend to recommend & Elite Satisfaction in TOP 5 in APEC for Courtyard Brand 2021 & 2022.
References
Reference available upon request
Timeline
Front Office Manager
JW BY MARRIOTT MUMBAI SAHAR
11.2022 - Current
Assistant Front Office Manager
COURTYARD BY MARRIOTT PUNE CHAKAN
11.2017 - 10.2022
Front Office Supervisor
VIVANTA BY TAJ HINJAWADI PUNE
04.2015 - 11.2017
Sr. Front Office Associate
NOORYA HOMETEL (A SAROVAR HOTEL) PUNE
06.2014 - 03.2015
Sr. Front Office Associate
SPREE LONGER HOTEL PUNE
09.2012 - 05.2014
Cross Exposure Training
VIVANTA BY TAJ PRESIDENT MUMBAI
06.2011 - 10.2011
Hotel Management & Catering technology (B.Sc.) -
Bharti Vidyapeeth University Pune
HSC -
Pune Board
SSC -
Pune Board
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