Neha Kapoor

Work History

Director of Rooms

JW Marriott New Delhi Aerocity

04.2024 - Current

Currently handling the Overall Rooms operations – Front Office, Reservations, SPA, Housekeeping and Laundry
Drives Revenue/ Guest Experience/ Maintenance and Upkeep of the hotel
Expert in uplifting the overall hotel upkeep and involved in running the overall Rooms Operations, Uplifting and enhancing the services, product and Experience
Effectively manage budgets, forecast revenue, and execute strategic initiatives, consistently achieving exceptional guest satisfaction and financial success
As a representative of India in the APEC Rooms Council of Marriott, I contribute to shaping industry standards and best practices across the Asia-Pacific region
Additionally, my role in the India Rooms Council involves driving new initiatives and ideas to enhance overall operations and guest experiences
Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results
Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience
Reviews financial reports and statements to determine how Operations is performing against budget
Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy
Works with direct reports to determine areas of concern and establishing ways to improve the departments' financial performance
Strives to maintain profit margins without compromising guest or employee satisfaction
Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses
Develops an operational strategy that is aligned with the brand's business strategy and leads its execution
Makes and executes key decisions to keep property moving forward towards achievement of goals
Conducts annual performance appraisals with direct reports according to Standard Operating Procedures
Utilizes an 'open door' policy and reviewing employee satisfaction results to identify and address employee problems or concerns
Stays knowledgeable of leadership talent in the property
Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees

Director of Rooms

JW Marriott Kolkata

06.2022 - 04.2024

Handled the Overall Rooms Division operations
Drives Revenue/ Guest Experience/ Maintenance and Upkeep of the hotel
Served as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided
Represented property management in resolving any guest or property related situation
Handle the Rooms operations with Front Office, Housekeeping, SPA/GYM and wellness as the core areas along with engineering team for maintenance of the property
Maintains high level of Guest Satisfaction with Pre-planning and execution as per guest preferences
Handles Brand standard Audit for the hotel
Scored 95.1% in 2023 first BSA audit
Moved Trip Advisor Ranking from No 13 to No 2 in the city
Improved Guest Satisfaction scores of the hotel YOY and achieved K goal for the year already
Manages the Rooms profitability and drives the MOD revenue to strategic planning and monitoring
Check VIP rooms every day for cleanliness and maintenance
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making;
Demonstrates honesty/integrity; leads by example
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Develops specific goals and plans to prioritize, organize, and accomplish your work
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
Provides services that are above and beyond for customer satisfaction and retention
Serves as a leader in displaying outstanding hospitality skills
Empowers employees to provide excellent customer service
Observes service behaviors of employees and provides feedback to individuals
Maintains high visibility in public areas during peak
Reviews comment cards and guest satisfaction results with employees
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Providing guidance and direction to subordinates, including setting performance standards and monitoring performance
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills
Handled engineering department for more than 8 months in absence of a DOE

Complex Front Office Manager

Pullman and Novotel New Delhi Aerocity

12.2018 - 06.2022

Handled the Overall Front Office Operations as No 1 of the department for the Combo property Pullman & Novotel New Delhi Aerocity for over 4 years
Successfully completed the Accor Leadership Program and did a cross exposure in Rooms division, revenue, sales, spa
Leading Front Office & Rooms Division Operations
Ensures compliance with all Front Office Policies, standards and procedures
As a department head, directs and works with managers and employees to successfully execute all front office operations
Strives to improve guest and employee satisfaction and maximize the performance of the department
Encourages and builds mutual trust, respect and cooperation among team members
Ensures recognition of employees is taking place across areas of responsibility
Communicates performance expectations in accordance with job descriptions for each position and monitors progress
Conducts department meetings and continually communicates a clear and consistent message regarding the front office Targets to produce desired results
Handled Department and hotel Yearly Audits such as Brand Standard Audit, Bare Audit, PWC finance audit
Keeps front office Team focused on the critical components of operations to drive guest satisfaction and desired financial results
Manages department controllable expenses to achieve or exceed budgeted goals
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOP’s)
Maximize occupancy, revenue and average rate while maintaining high service standards
Conducts Evening meetings to discuss VIP arrivals, special requests and previous complaints with the department heads to provide exception service
Liaise closely with the Finance department and personally ensure that credit procedures are properly carried out
Randomly check VIP rooms for preferences and amenities
Works on Manpower planning and management needs
Acts as a Manager on Duty for the hotel dealing with critical complaints and ensures proper service recovery is done in order to retain customers
Attending Group Pre con meetings and ensuring the groups are pre-planned and handled well
Actively participate and involved in Credit meeting, P&L meetings, REVMAX and Budget and forecast meetings for Rooms division
Handled SPA operations for almost 6 months
Planned the SPA budget for 2022 as well

Assistant Front Office Manager

JW Marriott Juhu, Mumbai

01.2017 - 03.2018

Handling the Overall Front Office Operations
Successfully completed 'AT THE HELM – Front Office Leadership Training'
Assisted the Front Office Manager in all aspects of her duties and also managed the department for almost 2 months in absence of the FOM
Scored 96% in BSA audit twice in 2016 and 2017

Duty Manager

JW Marriott Juhu, Mumbai

02.2015 - 12.2016

Joined as a Duty Manager (2015 – 2016) and handled the Front Office Operations as a Duty Manager which includes inter & intra departmental coordination, Night Audit, Incident Handling
Worked closely with all Hotel Departments to ensure a positive and pleasant Guest Experience
Enforced Hotel policies & procedures and corporate standards
Ensured and reassured repeat clientele through PR, feedback, training & revisiting ‘Luxury’ quotient
Trained Associates in the Front Office function both in terms of Product and Service deliverables
Supervised the daily front desk activities as per the established guidelines, prioritized, and delegated daily work responsibilities to front desk staff
Trained and guided front desk staffs and associates while providing quality customer services both in terms of product and service deliverables; managed staffing schedules, shift changes, payrolls, and labor costs
Resolved guest issues and enquiries; ensured guest satisfaction; scheduled front desk meeting; identified and resolved operational issues, accounting variances, and housekeeping discrepancies
Managed as a custodian for Heads Of State Delegations and 'Customer Experience Management' Guests of Marriott International Inc., monitored electronic guest comment cards (feedback received through Medallia)
Participated in the requested monthly statistics & reports; reviewed all night reports each morning before distribution and ensured its accuracy, performed HOD duties in absence of the HOD
Managed the allocation of resources (manpower) in each area of Front Office functions for excellent delivery of services
Oversaw the room inventory management and inspected the VIP's arrival's rooms before arrival, and made sure everything was ready, by checking fruit basket, amenities, mini bar; prepared the weekly front office staff roster with the working hours
Assisted in Guest registration and data capture compliances with Government guidelines and requirements
Handled various hospitality audits and targeted the highest score possible, managed audits including brand standard audit, Mystery Audit and Company Internal Audit
Ensured that the credit extended to guests is strictly controlled and that the mode of payment is clearly understood within the limits of the hotel credit policy

Product Manager

ITC Maurya, New Delhi

04.2010 - 11.2014

Served as a Product Manager and handled the Front Office Operations which included inter & intra departmental coordination
Supervising a team of 20 members; conducting training session for the team and managing task processes and staff productivity to ensure the standard operating procedures are adhered to
Administering the staff to handle the guest check-in for regular, walk-in and VIP guests and managing the entire process of receiving the guests at the front desk ensuring that they are escorted to the room and are comfortable, along with getting the necessary documentation in place for payments
Familiarizing embassy's to various hotel products such as different types of rooms, conference halls and facilities and convincing them to avail the services
Ensuring all VIP rooms meet the highest quality standards and including all the requested amenities before guest arrival
Maintaining current knowledge of hotel products, services, as well as special events; upselling products so as to introduce customers to purchase more expensive items, upgrades, or other add-ons
Administering room inventories and maintaining customer relationships and implementing high quality standards throughout all hotel departments
Answering queries and resolving issues thus maximizing the profitability of the hotel by providing outstanding quality of service to guests

Guest Relation Executive

The Radisson Goa Resorts & Casino, Goa

04.2009 - 04.2010

Handled guest queries, check-ins/outs & reports pertaining to their stay & requirements; ensured all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
Ensured maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure; resolved guest complaints and concerns in an efficient and timely manner
Coordinated and multi-tasked job duties in a busy environment and provided excellent customer service as per hotel standards

Summary

Work History

Director of Rooms

Director of Rooms

Complex Front Office Manager

Assistant Front Office Manager

Duty Manager

Product Manager

Guest Relation Executive

Education

BA - International Hospitality Management

Diploma - International Hospitality Management

Skills

Accomplishments

Profile Overview

Career Review

Personal Information

Internship

Timeline

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