Hitesh Kumar
Room Division Manager
Summary
Proactive and meticulous Room Division professional with over 18 years of experience in hospitality industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
19
19
years of professional experience
Work History
Room Division Manager
Radisson Hotel Group
07.2024 - Current
- Provided exceptional guest experiences by addressing complaints promptly and offering personalized solutions to meet their needs.
- Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
- Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
- Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
- Upheld high standards for customer service and led by example.
- Enhanced customer experience with thorough training of front office, housekeeping, and concierge teams.
- Improved guest satisfaction by implementing innovative strategies in room allocation and reservation management.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
Front Office Manager
Radisson Blu Plaza Resort & Convention Centre
01.2019 - 06.2024
- Established team priorities, maintained schedules and monitored performance.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Lobby Manager
Jaypee Hotels And Resorts
11.2009 - 12.2018
- Welcomed guests to theater with friendly demeanor and smile and directed to screening rooms.
- Implemented staff training programs, leading to improved performance and increased employee retention.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Established effective communication channels between departments contributing towards seamless coordination of daily activities.
- Managed a team of front desk agents, ensuring smooth operations and adherence to hotel standards.
- Reviewed guest feedback regularly, making necessary adjustments to improve overall experience.
- Streamlined check-in/check-out procedures, resulting in reduced wait time for guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Improved guest satisfaction by efficiently managing the lobby area and addressing any concerns or issues promptly.
Assistant Duty Manager
Avalon Resort
07.2006 - 11.2009
- Passionate about learning and committed to continual improvement.
- Gained extensive knowledge in data entry, analysis and reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Solicited customer feedback to identify and improve on areas of weakness.
- Enhanced guest satisfaction by promptly addressing and resolving complaints and concerns.
Industrial Trainee
Park Plaza Sylverton
06.2006 - 07.2006
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Passionate about learning and committed to continual improvement.
- Proven ability to learn quickly and adapt to new situations.
Education
Intermediate-12 - Physics ,Chemistry & Maths
SGRR PUBLIC SCHOOL
03.2004 - 2005.04
Diploma In Aviation And Hospitality - Aviation & Hospitality Management
AIR HOSTESS ACADEMY
05.2005 - 2006.04
Bachelor Of Arts - English,Sociology And Hindi
DAV PG COLLEGE
06.2005 - 2008.05
Master of Arts - Sociology
DAV PG College
06.2008 - 2010.04
Skills
Workflow Coordination
Complaint handling
Guest relations management
Guest services
Guest complaint resolution
Property management systems
Revenue management
Professional Qualification
Diploma in Hospitality and Aviation from Air Hostess Academy Dehradun 2005 to 2006
Timeline
Room Division Manager
Radisson Hotel Group
07.2024 - Current
Front Office Manager
Radisson Blu Plaza Resort & Convention Centre
01.2019 - 06.2024
Lobby Manager
Jaypee Hotels And Resorts
11.2009 - 12.2018
Master of Arts - Sociology
DAV PG College
06.2008 - 2010.04
Assistant Duty Manager
Avalon Resort
07.2006 - 11.2009
Industrial Trainee
Park Plaza Sylverton
06.2006 - 07.2006
Bachelor Of Arts - English,Sociology And Hindi
DAV PG COLLEGE
06.2005 - 2008.05
Diploma In Aviation And Hospitality - Aviation & Hospitality Management
AIR HOSTESS ACADEMY
05.2005 - 2006.04
Intermediate-12 - Physics ,Chemistry & Maths
SGRR PUBLIC SCHOOL
03.2004 - 2005.04
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