DINESH GHURA
Mumbai
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Manager - Front Office
Andaz Delhi & Hyatt Delhi Residences (525 Keys)
2023.03 - Current
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Night audit.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Coordinated with other departments to ensure smooth flow of operations.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Supervised daily operations including scheduling shifts, assigning duties.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
Team Leader- Front Office
Andaz Delhi & Hyatt Delhi Residences (525 Keys)
New Delhi
2021.10 - 2023.03
- Maintained accurate records of all guests' bookings and payments.
- Coordinated with other departments to ensure smooth operations.
- Managed incoming and outgoing mail, including sorting, distributing, and maintaining records of correspondence.
- Created reports using Microsoft Office Suite applications.
- Provided excellent customer service by responding promptly to inquiries and requests from clients, customers in person or via telephone, email.
- Resolved customer complaints in a timely fashion while adhering to company policies and regulations.
- Ensured that front desk area was well organized at all times.
Guest Service Associate- Front Office
Taj Lands End Mumbai (493 Keys)
Mumbai
2019.06 - 2021.10
- Greeted guests upon arrival and checked them in to their accommodations.
- Provided guests with information about local attractions, restaurants, and transportation options.
- Processed payments for guest stays and other services rendered.
- Maintained a neat, clean, and organized front desk area at all times.
- Assisted with the organization of group events such as conferences and weddings.
Intern
Taj Lands End Mumbai (493 Keys)
Mumbai
2017.06 - 2017.11
- Trained in all 4 core departments of the hotel- Front Office, Housekeeping, Food & Beverage, Culinary as an Intern.
- Answered incoming calls and managed inquiries.
- Performed data entry tasks related to guest accounts accurately.
Education
Bachelors in Hospitality Studies -
Rizvi College of Hotel Management & Catering Technology
Mumbai2019-04
Higher Secondary School -
University of Mumbai
2015-03
Skills
- Employee Scheduling
- Training And Mentoring
- Individualized And Group Training
- Employee Performance Evaluations
- Office Coordination
- Employee Records Management
- Customer Service And Satisfaction
- Performance Tracking
- Training And Coaching
- Report Generation
Skills Duties
Supervising Front Office Operational processes like Handling Foreign Exchanges, Balancing Inventory, Batch Closing, Reg. Card Tallying and Shift Closing. Excellent Knowledge of Operating Softwares such as Opera, Micros,Triton, FCS, Reserve. Responsible for Overall NPS, Enrollment & Revenue Maximization Targets. Excellent People & Man- Management skills. Meeting & Greeting all VIP Arrivals & Departures of the day. Complaint Resolution & Proper Escalation as and when required. Night Auditing & Generating Reports. Formulating Monthly Training Calendar for Front Office.
Achievements Awards
- Highest Revenue Generator for the month- March 2022, April 2022 & June 2022 for Andaz Delhi & Hyatt Delhi Residences.
- Ranked in Top 10 Individual Revenue Generators for March 2022 across Hyatt South West Asia.
- Andaz Ambassador Award for Contribution towards Guest Experience- January 2022.
- Certified Departmental Trainer- Andaz Delhi & Hyatt Delhi Residencies.
- Highest Revenue Generator for the month- August 2019, July 2020, June 2021, July 2021 for Taj Lands End, Mumbai.
Languages
- English
- Hindi
- Marathi
References
- Mr. Rohit Basera, Front Office Manager, Andaz Delhi & Hyatt Delhi Residences, rohit.basera@andaz.com, +91 9920160140
- Ms. Shanu Ghai, Director of Rooms, Andaz Delhi & Hyatt Delhi Residences, shanu.ghai@andaz.com, +91 7290978518
- Mr. Kanchan Prashar, Front Office Manager, Vivanta Dwarka, New Delhi, kanchan.prashar@tajhotels.com, +91 9999489647
Disclaimer
I hereby acknowledge that the information furnished above is authentic and complete to the best of my knowledge and belief.
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Marathi
Beginner (A1)
A1
Accomplishments
- Highest Revenue Generator for the month- March 2022, April 2022 & June 2022 for Andaz Delhi & Hyatt Delhi Residences.
- Ranked in Top 10 Individual Revenue Generators for March 2022 across Hyatt South West Asia.
- Andaz Ambassador Award for Contribution towards Guest Experience- January 2022.
- Highest Revenue Generator for the month- August 2019, July 2020, June 2021, July 2021 for Taj Lands End, Mumbai.
Certification
- Certified Departmental Trainer- Andaz Delhi & Hyatt Delhi Residences.
Timeline
Assistant Manager - Front Office
Andaz Delhi & Hyatt Delhi Residences (525 Keys)
2023.03 - Current
Team Leader- Front Office
Andaz Delhi & Hyatt Delhi Residences (525 Keys)
2021.10 - 2023.03
Guest Service Associate- Front Office
Taj Lands End Mumbai (493 Keys)
2019.06 - 2021.10
Intern
Taj Lands End Mumbai (493 Keys)
2017.06 - 2017.11
Bachelors in Hospitality Studies -
Rizvi College of Hotel Management & Catering Technology
Higher Secondary School -
University of Mumbai
- Certified Departmental Trainer- Andaz Delhi & Hyatt Delhi Residences.
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