Dheerendra Singh

· Managed staff training and onboarding, coaching in customer service techniques, best practices and complaint management.

· Successfully maximized upsell revenue through excellent sales techniques, upselling and negotiation.

· Achieved 2% of rooms revenue as upsell revenue.

· Achieved rooms profitability 84% vs budget 82%

Responsible for running the Front Office Department with 27 associates and Managers.

Achieved Rooms profitability 83.5 % vs budget of 80% and transportation profitability of 51% vs budget 42%

Handled visits of politician and celebrities.

• Handled guest complaints in a polite and friendly manner, providing effective solutions to maintain customer retention.
• Managed reception staff schedules, coordinating based on budgets, busy front desk periods and contracted hours.
• Used smart upselling techniques to increase customer purchases, including room upgrading and service add-ons when checking in.
• Managed administration duties, including updating records, filing bookings and other tasks as required.

ACHIVEMENTS:-

• Implementation and trials of all operating procedures and HIDs (How It’s Done - SOPs in the W world) and execution of such procedures in current operations.
• Leading the Brand Standard Audit for the hotel, conducting the bi-annual property certification and leading preparation mystery audits.
• (GXP) Champion for the property.
• Opera Room cataloguing and the entire configuration of systems.
• Hiring/retaining of talent to live up to the W brand values.

- Successfully migrated from Starwood hotels to Marriott hotels Systems.

- Successfully implemented GST changes to new system.

- Successfully upgraded Opera software 5.4 to 5.6.

• Worked as the Manager on Duty, responsible for ensuring effective and quick problem resolution, for both guests and associates.
• Effectively communicated and liaised with associates on all levels, while understanding and imparting the importance of teamwork and ownership within hotel operations.
• Driving revenues by effective up-selling and inventory maximization.

• Gained exposure/knowledge while having excelled in allied departments of Front Office - Responsible for the Westin Executive Lounge during a two-month cross department exposure, while carrying out daily staffing, inventory, and hosting breakfast and cocktail hours.
• Overlooking functioning of other departments such as Concierge so as to ensure the hotel runs smoothly.