Lavanya Naveen
Bangalore
Summary
A customer oriented, courteous hospitality professional skilled in Customer care, room division operations with variety of career spanning of more than 8 years. This entails complete room division desk operations, Guest Services, efficient & smooth communication process with highest guest satisfaction and best customer services to ensure maximum business. Objective is to work in an exciting and professional environment of the organization. Bringing strong desire to lead, coach and mentor along with a passion for hospitality and ability to deliver a great guest experience.
Overview
11
11
years of professional experience
Work History
Guest Relations Manager
JONES LANG LASALLE PROPERTY CONSULTANTS (INDIA) PRIVATE LIMITED
Bangalore
03.2024 - Current
- Guest Experience Enhancement:
Assist in maintaining high standards of customer service and guest satisfaction.
Address guest concerns and ensure timely resolution of issues.
Monitor guest feedback and implement improvements as necessary.
Staff Supervision and Training:
Assist in recruiting, hiring, and training new staff members.
Provide ongoing guidance, coaching, and performance feedback to team members.
Schedule staff effectively to ensure adequate coverage during peak hours.
Operational Management:
Oversee day-to-day operations, including opening and closing procedures.
Ensure compliance with health, safety, and hygiene standards.
Monitor inventory levels and coordinate with suppliers for timely replenishment.
Financial Management:
Assist in budgeting and cost control measures to optimize profitability.
Monitor revenue streams and identify opportunities for revenue growth.
Implement strategies to minimize waste and reduce operational costs.
Quality Assurance:
Maintain cleanliness and organization throughout the establishment.
Conduct regular inspections to ensure adherence to quality standards.
Implement corrective actions as needed to address deficiencies.
Team Leadership and Motivation:
Foster a positive and inclusive work environment.
Encourage teamwork, cooperation, and a strong work ethic among staff members.
Recognize and reward outstanding performance and contributions.
Communication and Collaboration:
Liaise with other departments, such as housekeeping, maintenance, and food and beverage, to coordinate operations effectively.
Communicate effectively with the management team and provide regular updates on operational performance and challenges.
Problem Solving and Decision Making:
Handle escalated customer complaints and resolve issues promptly and professionally.
Make informed decisions in high-pressure situations to ensure smooth operations.
House Manager, Customer Service Manager
Bren Corporation
07.2021 - 03.2023
- Supervise a team of housekeeping, maintenance, and security staff members
- Manage the household budget and monitor expenses
- Create and maintain an inventory of household items and supplies
- Coordinate with outside contractors for repairs and renovations
- Ensure the property is clean and presentable at all times
- Handle any guest requests or issues that may arise
- Develop and implement security procedures to keep the property safe
- Assist with event planning and coordination
- Act as a liaison between the owners and staff
- Monitoring service quality by conducting sample checks on calls and emails
- Identifying and driving process improvements to ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources
- Collaborating effectively with supply chains, sales and other teams to ensure prompt and accurate order processing and delivery.
CMD Secretary cum Guest Relations Manager
Sripada Hotels and Resorts Pvt. Ltd
11.2019 - 07.2020
- Acting as a first point of contact: dealing with correspondence and phone calls
- Managing diaries and organizing meetings and appointments, often controlling access to the manager
- Booking and arranging travel, transport, and accommodation
- Organizing events and conferences
- Reminding the manager/executive of important tasks and deadlines
- Implementing and maintaining procedures/administrative systems.
Duty Manager
Gokulam Grand Hotel and Spa - Bangalore
06.2018 - 11.2019
- Greets all guests & VIP guest of the hotel
- As directed by the Front office manager, Performs special services for VIP Guest's
- Check's cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior
- Assists reception, business center, cashier, concierge, and bell captain during them the busy hours
- Assist the Front office manager in organizing, directing, coordinating, supervising, and controlling operations of the Front Office to ensure optimum occupancy with a maximum average room rate, highest standard of service and guest satisfaction.
Senior Front Office Executive
Radisson Blu Atria - Bangalore
07.2017 - 06.2018
- As directed by the Front office Manager, Perform special services for VIP Guest's
- Assists in VIP's arrival departure in absence of guest relation officers
- Check's cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior
- Checks on registration cards for arriving guests and ensures all information should be filled on each card either by Guest Relation Officers or the guests
- Gives the instructions to the Night Reception, during the high occupancy periods, regarding walk-in guests and release room blocked because of no-shows
- Prepares and checks for VIP's arrival and escorts guests to rooms
- Coordinates with all departments concerned to maintain Co- Front Office functions proper
- Handles guest complaints and other related problems and reports on the Assistant Manager's Logbook
- Maintains and be guided of hotel policy on credit/lost and found hotel guests properties
- To responsible for front office operation during the absence of Duty Manager Approves the working schedule for the front office attendants and submits them to front office manager (HO).
Guest Relations
Waldorf Astoria Ras Al Khaimah
02.2015 - 06.2017
- Welcoming guests in a friendly and professional way
- Addressing and escalating guest complaints
- Providing information about facilities, programs, and other services
- Review arrival lists to welcome guests
- Attend to special guests (e.g., VIPs) and answer their inquiries
- Help prepare welcome folder switch collateral (e.g., room service menus, area descriptions)
- Provide information about amenities, area and venues and promote services
- Anticipate guest needs and build rapport with Guests
- Offer assistance with certain tasks (e.g., confirming travel arrangements, taking messages, restaurant reservation etc.…)
- Address customer complaints and escalate to Guest Relations Manager when needed
- Record information in the logbook daily
- Ensure compliance with health and quality standards.
Front office Associate
Movenpick Hotel and Spa - Bangalore
10.2012 - 01.2015
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates, and amenities
- Respond to clients' complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy, and fully furnished to accommodate guests' needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate maintain updated records of bookings and payments.
Guest Relations Manager
Shell Account
03.2023
- Interviewing potential new employees to evaluate their qualifications and determine if they will be a good fit for the company culture
- Reviewing and approving applications for event permits or licenses required for specific events, such as weddings or birthdays
- Training new staff members on proper procedures for working with customers and resolving issues that may arise during their shifts
- Assigning tasks to staff members based on their skill sets and availability
- Monitoring customer satisfaction levels to ensure that all guest needs are being met
- Coordinating special event planning with other departments, including catering, marketing, entertainment, and security
- Managing the budget for each event and setting spending limits for all vendors involved in the event planning process
- Monitoring attendance at events to ensure that all attendees are having a good time and are served promptly
- Preparing detailed reports on event activities and statistics such as sales figures, number of guests, and staff performance.
Education
Diploma of Tourism & Hotel: Management -
Frankfinn Bangalore - India
01.2012
Skills
- Microsoft office, excel, Word access
- Friendly with good social skills
- Proactive and able to multi tasks
- Flexibility & Reliable
- Customer Care, Time Management & Excellent communication skills
- Creative problem-solver and achiever with convincing skills
- Opera
- Protel
- IDS
- PMS
- XNPOS
Languages
- English, First Language
- Hindi, C1
- Telugu, C2
References
Mr. Shafee Ahmed, General Manager - E Residences and Hotel, +91 9884044555, gm@emallhotel.com
Timeline
Guest Relations Manager
JONES LANG LASALLE PROPERTY CONSULTANTS (INDIA) PRIVATE LIMITED
03.2024 - Current
Guest Relations Manager
Shell Account
03.2023
House Manager, Customer Service Manager
Bren Corporation
07.2021 - 03.2023
CMD Secretary cum Guest Relations Manager
Sripada Hotels and Resorts Pvt. Ltd
11.2019 - 07.2020
Duty Manager
Gokulam Grand Hotel and Spa - Bangalore
06.2018 - 11.2019
Senior Front Office Executive
Radisson Blu Atria - Bangalore
07.2017 - 06.2018
Guest Relations
Waldorf Astoria Ras Al Khaimah
02.2015 - 06.2017
Front office Associate
Movenpick Hotel and Spa - Bangalore
10.2012 - 01.2015
Diploma of Tourism & Hotel: Management -
Frankfinn Bangalore - India
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