Himanshu Kumar Rai

Achievements

• Awarded as Leader of the Quarter 2, 2022.
• Awarded as Special Leadership Recognition Award from GM in November 2022
• Nominated in Train the trainer program .
• Ensure guests are greeted upon arrival. Respond appropriately to guest complaints.
• Implement appropriate service recovery gestures in order to ensure total guest satisfaction.

GUEST EXPERIENCE

• Encouraged and mentored employees to boost performance and remove process inefficiencies.
• Ensure guests receive prompt, professional attention and personal recognition.
• Ensure guests are greeted upon arrival. Respond appropriately to guest complaints.
• Implement appropriate service recovery gestures in order to ensure total guest satisfaction.

PEOPLE

• Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards.
• Promote teamwork and quality service through daily communication and coordination with other departments.

RESPONSIBLE BUSINESS

• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
• Assist in creating and implementing action plans to correct deficiencies.
• Train appropriate staff on procedures for Telephone to serve as a central communications point during emergency/crisis situations.
• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting staff with their job functions during peak periods.

FINANCIAL RETURNS

• Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability
  goals.
• Assist in maintaining procedures for security of monies, credit and financial transactions, and guest
  security.

Achievements :

• Awarded for EMM (Every Moment Matter) “We believe anything is possible” for year of 2021
• Awarded as " Best leader of the year 2021".
• Played key role and steered team of 15 people ensuring all safety and security measures are followed along with team engagement activity and took care of hotel asset during lockdown 2020

Job Responsibilities

• Leading Guest Services Team.
• Maintaining Guest Services and Front Desk Goals.
• Managing Projects and Policies.
• Ensuring Exceptional Customer Service.
• Managing and Conducting Human Resource Activities.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.

• Accomplished Loyalty Champion Platinum Level in April 2019.
• Bestowed with Bronze Level for in Winning Ways Trailblazer Program in Jan- 2019.
• Recognized as Manager of the Quarter for Q-4, 2017.

• Assigned as Loyalty Champion of Property.
• Known as the brand Hearted Hero, the Success story was published in the “IHG SWA Coffee Table Book” for the year 2017.
• Certified IHG Departmental Trainer for Front Office Department.
• Completed Leading Other Training Program.

• Designated as Employee of the year for 2016 at Holiday Inn New Delhi Int’l Airport.
• Achieved the highest check-in, and loyalty recognition score and served as a top performer of the department for the year of 2016.
• Dexterously carried out the highest enrollment in the year of 2016
• Served as a Second top performer for the IHG Accelerate campaign in AMEA in July 2016 by registering 481 IHG Rewards Club members in this campaign.
• Awarded as Winning Ways Champion for the month of July-2016 at Holiday Inn New Delhi Int’l Airport

• Joined the property as Front Office Associate in January 2015 and promoted as Team Leader in April 2015.

• Accredited as “Employee of the Month” once in 2.3 years in Radisson Blu Taj East Gate Road Agra.