Drona Rawat
Hospitality Professional
New Delhi
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
28
28
years of post-secondary education
1
1
Language
Work History
Senior Cluster Manager
Housr
02.2023 - Current
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Achieved higher team performance by implementing effective coaching and mentoring strategies for cluster staff.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Analyzed sales data to manage cluster performance and make informed financial decisions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Monitored facility managers and staff performance through quarterly review assessments.
Duty Manager
Taj Holiday Village Resort & Spa
10.2022 - 02.2023
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Conducted routine inspections to check quality and compliance with established specifications.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Guest Service Supervisor
The Oberoi New Delhi
04.2018 - 05.2022
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Coordinated with maintenance teams to promptly resolve any reported issues affecting guest comfort or safety.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Maintained accurate records of all guest interactions for better understanding of trends and patterns in customer behavior.
- Trained junior team members in customer service strategies and property policies.
Guest Service Associate
The Lalit New Delhi
09.2016 - 01.2018
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Handled customer complaints to satisfy and retain guests.
- Managed check-in and check-out procedures for guests.
- Maintained accurate and up-to-date records of guest information.
Education
MBA - Sales And Marketing Education
Indira Gandhi National University
New Delhi, India 04.2001 - Current
BHM (Bachelor In Hotel Management) - Hospitality
The Lalit Suri Hospitality School (MDU University)
Faridabad, India 05.2013 - 04.2016
Senior Secondary School (Class XII) -
Kamal Public School
New Delhi, India 07.2012 - 05.2013
Senior Secondary School (Class X) -
Kamal Public School
New Delhi, India 07.2010 - 05.2011
Skills
Customer Relationship Management (CRM)
Accomplishments
- Earned a lot of guest recognition via a guest online feedback form and trip advisor.
- I used to train my team members by imparting best of the knowledge and skill.
Weaknesses
- Hesitation towards new colleagues
- A fear of not being good enough
- Too competitive
Additional Information
Strength
- Leadership abilities
- Dedication to work
- Decisiveness
- Team leadership
- Constantly seeking new opportunities
- Attentive observer and listener
Weakness
- Hesitancy in approaching new colleagues
- A fear of inadequacy
- Excessive competitiveness.
Hobbies
Cycling, listening to music, gaming, reading, watching football, and playing cricket.
Timeline
Senior Cluster Manager
Housr
02.2023 - Current
Duty Manager
Taj Holiday Village Resort & Spa
10.2022 - 02.2023
Guest Service Supervisor
The Oberoi New Delhi
04.2018 - 05.2022
Guest Service Associate
The Lalit New Delhi
09.2016 - 01.2018
BHM (Bachelor In Hotel Management) - Hospitality
The Lalit Suri Hospitality School (MDU University)
05.2013 - 04.2016
Senior Secondary School (Class XII) -
Kamal Public School
07.2012 - 05.2013
Senior Secondary School (Class X) -
Kamal Public School
07.2010 - 05.2011
MBA - Sales And Marketing Education
Indira Gandhi National University
04.2001 - Current
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