Business Management
GLADYS COSTANTIA
Proprietor JJ Hospitality
Hyderabad,TS
Summary
Dynamic project manager with a proven track record at Cfbt Educational Services, excelling in operations management and team building. Enhanced customer satisfaction through innovative solutions and effective communication, while implementing quality assurance measures that improved service delivery. Skilled in cost analysis, fostering business growth, and mentoring staff for optimal performance.
Experienced Proprietor with background handling all aspects of business operations. Gifted relationship-builder, communicator and problem-solver diligent about running day-to-day activities. Offering three years of progressive experience in Food and Beverage Industry.
Professional business leader with extensive experience in entrepreneurship, management, and strategic planning. Skilled in financial oversight, market analysis, and operations management, with focus on driving business growth and profitability. Known for strong leadership abilities, effective team collaboration, and adaptability to changing business environments. Results-oriented with keen ability to identify opportunities and implement effective solutions.
Business professional with comprehensive understanding of running successful ventures. Proven ability to optimize operations and boost profitability. Focused on collaboration and achieving sustainable results, known for adaptability and reliability. Key skills include financial oversight and strategic decision-making, along with excellent problem-solving abilities.
Driven Small Business Owner with excellent business acumen, creativity and leadership skills. Offers advanced experience in developing marketing strategies, identifying business opportunities, and generating sales in Food and Beverage industry.
Overview
13
13
years of professional experience
2
2
Language
Work History
Proprietor
JJ Hospitality
08.2022 - Current
- Increased customer satisfaction by providing personalized service and addressing clients'' needs.
- Maximized resource utilization, reducing waste while increasing overall operational efficiency.
- Implemented quality control measures to ensure products met high standards before being sold or serviced to customers.
- Implemented innovative inventory management systems to reduce costs and improve product availability.
- Entered income and expense details into business databases to track purchases and address variances.
- Mentored staff members, fostering professional development and enhancing overall team performance.
- Developed a loyal client base by consistently delivering exceptional service and cultivating long-term relationships.
Project Manager
Cfbt Educational Services/ Global Impact Grid
10.2020 - 03.2024
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Identified plans and resources required to meet project goals and objectives.
- Monitored project performance to identify areas of improvement and make adjustments.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Provided detailed project status updates to stakeholders and executive management.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Coordinated material procurement and required services for projects within budget requirements.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
- Proved successful working within tight deadlines and a fast-paced environment.
Duty Manager
The Sunway Manor
03.2016 - 08.2019
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Trained employees in essential job functions.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Implemented new procedures to optimize workflow efficiency within the front desk team.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Sr. Front Office Executive
Hotel Senbaga
06.2014 - 01.2016
- Liaised effectively with sales department to update room rates and promotions regularly, maximizing revenue opportunities.
- Streamlined check-in and check-out processes for improved efficiency, resulting in reduced wait times for guests.
- Collaborated with housekeeping and maintenance departments to ensure guest rooms were clean and well-maintained, enhancing overall guest experience.
- Prepared accurate financial reports for management review, aiding in informed decision-making regarding budget allocations.
- Conducted regular audits of key control measures within the front office department, safeguarding hotel assets from potential theft or misuse.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer inquiries in a timely manner.
- Maintained strict confidentiality of guest information, adhering to industry privacy regulations and fostering trust among clientele.
- Trained new staff members on company policies and procedures, ensuring consistent service delivery across the team.
- Facilitated smooth interdepartmental communication by regularly updating other departments on relevant guest information or special requests.
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of customer satisfaction.
- Implemented new reservation software to optimize room booking management, resulting in decreased overbooking incidents.
- Assisted guests with local recommendations for dining, entertainment or sightseeing options around the area during their stay.
- Improved employee morale by providing regular constructive feedback and recognizing outstanding performance within the front office team.
- Developed strong relationships with clients through excellent communication skills, leading to increased repeat business.
- Ensured proper billing procedures were followed consistently, reducing discrepancies in final invoices presented to guests.
- Increased efficiency within the front office team by introducing time-saving procedures and tools for daily tasks.
- Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Assisted coworkers and staff members with special tasks on daily basis.
Front Office Assistant
The Promenade
03.2013 - 05.2014
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Reviewed and updated customer information in database for accuracy.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Responded to inquiries from callers seeking information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
- Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
- Organized file systems both physical and digital through strategic categorization resulting in easy access and retrieval of documents.
- Supported staff members with administrative tasks, improving productivity across various departments.
- Updated client databases regularly while maintaining accuracy in contact details comprehensively.
- Made accurate cash deposits successfully under tight deadlines ensuring proper handling and processing of company funds.
- Streamlined office operations for increased efficiency through effective organizational tasks such as filing, scheduling, and data entry.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Managed inventory supplies, reducing waste and ensuring availability of essential materials for daily operations.
- Supported team members with planning and execution of office events, fostering collaborative work environment.
- Improved patient satisfaction with courteous and efficient handling of appointment scheduling.
- Contributed to positive first impression of office by greeting visitors warmly and professionally.
- Ensured confidentiality and security of sensitive information through diligent record-keeping and data entry.
Guest Service Associate
The Zuri Whitefield
08.2012 - 02.2013
- Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name.
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
- Handled phone inquiries professionally, contributing to increased bookings and repeat customers.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- 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.
- Assisted in training new team members, fostering an atmosphere of teamwork and collaboration among staff members.
- Contributed positively towards achieving team targets by cross-selling additional amenities during interactions with guests.
- Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.
- Managed front desk operations, ensuring a smooth and pleasant guest experience.
- Assisted guests with booking reservations, resulting in higher occupancy rates.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Scheduled and confirmed restaurant reservations for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Created welcoming and comfortable environment for guests.
- Handled customer complaints to satisfy and retain guests.
- Greeted guests upon arrival by providing warm welcome.
- Maintained accurate and up-to-date records of guest information.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Provided accurate information regarding local attractions, restaurants and activities.
- Assisted with luggage handling, valet services and concierge services.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Upheld hotel policies and procedures by providing high level of customer service.
- Managed check-in and check-out procedures for guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Facilitated and coordinated transportation services for guests.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Assisted guests with variety of services and local attraction information.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Trainee
The Royal Meridien
10.2010 - 03.2011
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Supported departmental tasks to increase understanding of industry processes.
- Interacted with customers under supervision to support operational objectives.
- Promoted positive collaboration among trainees, encouraging teamwork and problem-solving skills.
- Enhanced hotel operations efficiency by assisting in various departments such as front desk, housekeeping, and food and beverage.
- Addressed guest complaints professionally, resolving issues quickly to maintain a high level of satisfaction.
- Participated in staff training sessions to continuously improve knowledge of industry best practices and trends.
- Maintained positive lobby presence, pleasantly greeting guests and employees.
- Answered telephone calls and emails to assist customers in making reservations.
- Streamlined check-in and check-out processes by utilizing hotel management software effectively.
- Improved guest satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Managed inventory by verifying and signing for delivery dockets, ordering supplies, checking quality and freshness of products and performing daily inventory counts.
- Performed front office maintenance duties by organizing and cleaning desk spaces and replenishing office supplies.
- Used Opera to enter and maintain up-to-date information for each hotel room and guests.
- Ensured compliance with local regulations through diligent record-keeping practices related to permits, licenses, and taxes for the business operation.
- Monitored social media platforms for customer feedback, taking proactive steps to address any concerns or negative reviews.
- Participated in opening and closing procedures by prepping inventory sheets, balancing inventory to cash and closing out point-of-sale systems.
Education
MBA - Human Resources Management
Pondicherry University
Puducherry 04.2001 -
Bachelor of Science - Hotel Management
Mass Institute of Hotel Management
Puducherry 04.2001 -
Skills
Purchasing and planning
Employee supervision
Cost analysis and savings
Team building
Quality assurance
Project management
Operations management
Customer acquisition
Training and mentoring
Business development
Vendor relations
Customer relationship management
Contract negotiation
Business management and development
Business marketing
Strategic planning
Small business operations
Business growth and retention
Staff hiring
Opportunity identification
Business operations leadership
Reporting and documentation
Sales oversight
Multitasking Abilities
Customer relations
Staff training/development
Interests
Timeline
Proprietor
JJ Hospitality
08.2022 - Current
Project Manager
Cfbt Educational Services/ Global Impact Grid
10.2020 - 03.2024
Duty Manager
The Sunway Manor
03.2016 - 08.2019
Sr. Front Office Executive
Hotel Senbaga
06.2014 - 01.2016
Front Office Assistant
The Promenade
03.2013 - 05.2014
Guest Service Associate
The Zuri Whitefield
08.2012 - 02.2013
Trainee
The Royal Meridien
10.2010 - 03.2011
MBA - Human Resources Management
Pondicherry University
04.2001 -
Bachelor of Science - Hotel Management
Mass Institute of Hotel Management
04.2001 -