Mohammed Imran
Administrative Manager
Bengaluru,KA
Summary
Proven leader with extensive experience in operations management and team leadership, notably at HiyaMee. Excelled in streamlining processes for enhanced efficiency and fostering strong customer relationships, achieving significant cost savings. Skilled in negotiation and problem-solving, adept at driving projects to completion while maintaining a positive and productive work environment.
Overview
13
13
years of professional experience
7
7
Languages
Work History
Admin Manager
HiyaMee
10.2021 - Current
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Updated reports, managed accounts, and generated reports for company database.
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Improved office efficiency by implementing streamlined administrative processes and procedures.
- Travel and accommodation arrangements for all employees and clients for business purposes.
- Looking after the proper implementation of various provisions under labour& Industrial laws and standing order.
- Issuing Warning Letters, Charge Sheets, Orders & Memos.
- Conducting Domestic Enquiry as per the norms of Standing Orders of the company.
- Reduction in industrial disputes & Industrial unrest of all employees.
- Supervision of statutory returns with all contractors and ensure the timely submitting the all returns by contractors.
- Advice contractors on the matters of disciplinary action, as and when required.
- Supervision of manpower as per schedule and monitor on bond of contract employment.
- Responsible for the PPE adherence of the contract labour.
- Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
- Developed comprehensive budgets for projects, managing financial resources for optimal results and cost savings.
- Interviewed, recruited and onboarded new staff for high-performing administration teams.
- Reduced operational costs through effective management of staff schedules, resources, and vendor relationships.
- Met department budgets by monitoring and reporting on office expenses.
- Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
- Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels of the organization.
- Coordinated customer, vendor and stakeholder relations for smooth communication flows.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Fostered strong relationships with external vendors/partners in order to negotiate favorable contract terms that benefited both parties.
- Facilitated successful cross-departmental collaborations, fostering positive working relationships between team members.
- Coordinated office events, seminars and meetings for staff and clients.
- Organized and updated databases, records and other information resources.
- Negotiated and executed contracts on behalf of department.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Evaluated facility operations and personnel for safety and health regulations compliance.
- Maintained regulatory compliance by staying up-to-date on relevant laws, codes, standards, such as OSHA requirements.
- Conducted regular inspections of physical assets, identifying areas for repair or replacement before issues escalated into costly problems.
- Evaluated subcontractor performance for quality assurance purposes, maintaining strong partnerships while holding service providers accountable for their work.
- Coordinated space planning efforts to optimize facility usage and accommodate changing business needs.
- Achieved cost savings through negotiating service contracts, leveraging long-term relationships with trusted suppliers.
- Improved facility efficiency by implementing preventive maintenance plans and streamlining work order processes.
- Maintained HVAC, temperature control, electrical and building automation systems.
- Developed and implemented safety protocols, resulting in reduced workplace accidents and increased employee satisfaction.
- Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
- Provided mentorship and guidance to junior staff members, fostering a positive work environment that promoted professional growth.
- Analyzed building control and HVAC system performance and recommended improvements.
- Established emergency response procedures, effectively managing crisis situations with minimal disruption to operations.
- Coordinated with cleaning and janitorial services to keep facility clean and presentable for occupants.
- Led facility management staff and consultants in producing business plan that focused on facility operations.
- Conducted regular inspections of facility grounds, external structure, systems, and equipment.
- Ordered, maintained and distributed supplies and inventory.
Concierge Manager
The Leela Palaces, Hotels And Resorts
07.2021 - 10.2021
- Streamlined front desk operations for improved efficiency and guest experience.
- Implemented and developed ticketing support and phone systems.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
- Improved resource utilization by maintaining updated inventory records of amenities available for guest use.
- Resolved guest complaints with diplomacy and professionalism to maintain positive brand reputation.
- Managed concierge team, ensuring consistent delivery of exceptional customer service.
- Developed strong relationships with local vendors to secure special deals and discounts for guests.
- Continuously sought innovative ways to improve overall guest experience while staying within budget constraints.
- Trained new concierge staff in hotel procedures, local attractions, and customer service best practices.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Conducted regular performance reviews for concierge staff members to identify strengths as well as opportunities for growth.
- Created customized itineraries for guests based on interests and preferences to enhance their stay experience.
- Kept abreast of industry trends by attending relevant conferences and networking events.
- Increased return visits by consistently exceeding guest expectations through attentive service and tailored recommendations.
- Coordinated guest transportation arrangements, including airport transfers, car rentals, and limousine services.
- Established partnerships with local businesses to offer exclusive benefits or packages to hotel guests.
- Fostered a positive work environment within the concierge team through regular communication and recognition of accomplishments.
- Implemented a guest feedback system to identify areas for improvement and drive continuous service enhancements.
- Maintained up-to-date knowledge of local events, venues, and attractions to provide accurate information to guests.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Maintained high level of professionalism and discretion when dealing with guests.
- Responsible to create / modify the SOP’s if needed.
- Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
- To adhere to the organization’s fire and other emergency procedures.
- Handle a team of 150 – 200 daily employees
Assistant Manager - Concierge
The Leela Palaces, Hotels And Resorts
03.2019 - 06.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Ensure smooth and efficient operations in all sections of the lobby, which includes Front Desk, Royal Club, Concierge, Bell Desk, Main Porch, Business Centre, etc.
- To ensure smooth and efficient operations of Reception and Cashier operations (i.e., Billing Issues, Guest key control, Handovers & Closures of shifts)
- Solve any type of special requests by guests and all types of concierge activities.
- Upkeep of Transport team, Airport team, Bell desk and Doorman.
- Co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure.
- Responsible for creating / modifying the SOP’s if needed.
- Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
- To adhere to the organization’s fire and other emergency procedures.
- Handle a team of 70 – 80 daily.
Executive Concierge
The Leela Palaces, Hotels And Resorts
03.2017 - 03.2017
- Handled complex travel arrangements for guests, including transportation bookings and itinerary planning.
- Served as a liaison between guests and hotel management, facilitating open communication channels regarding feedback or concerns.
- Supported corporate clients during business conferences by coordinating meeting room setups and catering requirements.
- Assisted guests with any issues or complaints promptly and professionally, resolving concerns to their satisfaction.
- Handling of guest luggage.
- Upkeep of bell desk manning in the shift for smooth operations.
- Preparing an itinerary as per guest requirements.
- Overlooking transportation requirements and monitoring shift supervisors.
- Assist guests with checkout and check in.
Transport Supervisor
The Leela Palaces, Hotels And Resorts
03.2015 - 03.2017
- Ensured timely deliveries through effective coordination of drivers, vehicles, and routes.
- Established contingency plans to minimize the impact of unexpected disruptions or delays on transport services provided to clients.
- Maintained a safe working environment by conducting regular safety training sessions for staff members.
- Handling the car request for any resident/ nonresident guest.
- Upkeep of chauffeurs – Average of 15 per shift.
- Maintenance of fleet which includes – BMW 5 Series, BMW 7 Series.
- Ensure proper billing is maintained
Customer Service Executive
Access IT Solutions
06.2013 - 07.2014
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Informed customers of upcoming promotions and deals to boost sales.
Customer Service Representative
Sai Infotech
06.2012 - 03.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Genisys Software Solutions
05.2011 - 05.2012
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Commerce - Commerce
S.E.A College
Bengaluru 04.2001 -
Pre University College -
Indian Council of Professional Education Mission
Bengaluru 04.2001 -
S.S.L.C - S.S.L.C
Ever Grace Public School
Bengaluru 04.2001 -
Skills
Team Leadership
Operations Management
Strategic Planning
Performance Management
Time Management
Staff Development
Workforce Management
Project Management
Staff Management
Customer Relationship Management (CRM)
Contract Management
Policy Implementation
Cross-Functional Teamwork
Expense Tracking
Verbal and written communication
Staff Training and Development
Negotiation
Business Planning
Complex Problem-Solving
Budget Control
Performance Evaluations
Product Management
Schedule Preparation
Brand Management
Expectation setting
Problem-solving abilities
Teamwork and Collaboration
Decision-Making
Positive Attitude
Multitasking Abilities
Computer Skills
Customer Service
Adaptability and Flexibility
Excellent Communication
Attention to Detail
Negotiation and Conflict Resolution
Administration and Reporting
Process Improvement
Goal Setting
Reliability
Timeline
Admin Manager
HiyaMee
10.2021 - Current
Concierge Manager
The Leela Palaces, Hotels And Resorts
07.2021 - 10.2021
Assistant Manager - Concierge
The Leela Palaces, Hotels And Resorts
03.2019 - 06.2021
Executive Concierge
The Leela Palaces, Hotels And Resorts
03.2017 - 03.2017
Transport Supervisor
The Leela Palaces, Hotels And Resorts
03.2015 - 03.2017
Customer Service Executive
Access IT Solutions
06.2013 - 07.2014
Customer Service Representative
Sai Infotech
06.2012 - 03.2013
Customer Service Representative
Genisys Software Solutions
05.2011 - 05.2012
Bachelor of Commerce - Commerce
S.E.A College
04.2001 -
Pre University College -
Indian Council of Professional Education Mission
04.2001 -
S.S.L.C - S.S.L.C
Ever Grace Public School
04.2001 -
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