JIYA KHANIKAR
Mumbai
Summary
Hospitality Professional with 6years + of experience in hotel Industry and Real estate. Guest Servicing and Client Relationship Management. A good understanding of cross-cultural dynamics. Capable of working under pressure, self-motivated, a team person always striving to achieve promptness, quality standards in service, a passionate and creative individual with a good knowledge of hospitality management, excellence in providing customer service-satisfaction complemented by a passion for achieving high quality at work. Possess strong training, mentoring & relationship management skills
Overview
7
7
years of professional experience
Work History
Front Desk and Administration
Godrej Properties
Mumbai
10.2023 - Current
- Attending walk-in customers and taking them around the property.
- Assist them in completing all the initial paperwork.
- Fixing appointments of the clients with the sales and CRM team.
- Taking feedback regarding the property
- Making reports and sharing with all the HOD's on daily basis.
- Delegate cleaning and maintenance responsibilities to team members.
- Run routine maintenance inspections and check up keep of the site.
- Monitor interior and exterior areas of building for cleanliness and general conservation.
Customer Relationship Executive and Loyalty Sales
Lodha Group
Mumbai
05.2022 - 10.2023
- Meet with prospects and clients interested in properties to offer them real estate deals.
- Communicate with clients to identify their requirements and choice of property.
- Act as intermediaries liaising between property sellers and prospective buyers to facilitate property deals.
Front Office Supervisor
JW Marriott Juhu
Mumbai
06.2021 - 04.2022
- Effectively manage front office operations in the entire hotel. Bringing together the team to discuss and plan the following days arrivals/departures, ensuring guest preferences are met and communicated across departments
- Administer all operations of front desk operations such as concierge service and guest relations.
- Maintain records of room inventory for facility and ensure optimal level of customer satisfaction.
- Monitor all activities of front desk on everyday basis and ensure compliance to all policies and procedures to maintain exceptional quality of services.
- Enhancing the arrival experience to ensure excellent welcome experience. Have actively created guest engagement stories and earned prominent accolades for guest feedbacks over the years.
- Continuously improve and innovate upon product and services to achieve a larger market share and retain regular guests. Sub categorization of guests on the basis of the market segments and identifying potential cliental to ensure successful increase of revenue and relative increase in guest satisfaction.
- Provide defect free room, proactive, personalized and timely service, maintain constant guest contact, and build relationships to obtain feedback from them and record guest preferences and other data
Front Office Associate
Trident Nariman Point
Mumbai
07.2017 - 04.2021
- Greeted customers upon arrival and provided them with outstanding customer service.
- Assisted guests with check-in, check-out, and room reservations.
- Answered incoming calls and inquiries from potential guests in a professional manner.
- Provided information about the hotel's facilities, services, and nearby attractions to guests.
- Handled cash payments for guest transactions accurately and efficiently.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained an organized front office area by restocking supplies as needed.
- Managed daily reports related to occupancy rates, revenues, accounts receivable and payable.
- Prepared detailed reports related to guest feedback surveys and incidents at the hotel.
- Updated guest profiles in the computer system regularly to ensure accurate records are kept.
Education
B.Sc. - Hospitality Studies
Institute of Hotel Management Guwahati (IHM Guwahati)
03-2017
Skills
- Build Relationship
- Sell to Customer Need
- Leadership abilities
- Facilities management
- Inventory management
- Records management
- Property management system- OPERA V501(20)
- FCS - Complaint / Guest Request handling software
- Microsoft Excel, Word, PowerPoint & Outlook
- Micros system (Food & Beverage)
- GXP (Guest Experience Platform)
- SFDC (Sales Force dot com)
Major Attainments
- Recognized multiple times by guests on TripAdvisor and Guest Voice (GV) on Medallia
- Awarded by the CEO of The Oberoi Group for the contribution and services during COVID Pandemic
- Got selected as OCER for The Oberoi Hotels and Resorts through campus
- Certificate of recognition for being the most well-groomed team member during ROOTS Program on covering The Oberoi Group Elements
Training
Novotel Kolkata hotel and residences- Four months industrial training in year 2015
Accomplishments
- Recognized multiple times by guests on TripAdvisor and Guest Voice (GV) on Medallia.
- Awarded by the CEO of The Oberoi Group for the contribution and services during COVID Pandemic.
- Got selected as OCER for The Oberoi Hotels and Resorts through campus.
- Certificate of recognition for being the most well-groomed team member during ROOTS Program on covering The Oberoi Group Elements.
Timeline
Front Desk and Administration
Godrej Properties
10.2023 - Current
Customer Relationship Executive and Loyalty Sales
Lodha Group
05.2022 - 10.2023
Front Office Supervisor
JW Marriott Juhu
06.2021 - 04.2022
Front Office Associate
Trident Nariman Point
07.2017 - 04.2021
B.Sc. - Hospitality Studies
Institute of Hotel Management Guwahati (IHM Guwahati)