Nidhin Ambat Vinny
Kochi
Summary
Dynamic Duty Manager with extensive experience at Marriott, excelling in team leadership and guest satisfaction. Proven track record in training and development, achieving a remarkable guest satisfaction score of 82.5. Proficient in Opera and concierge management, I drive operational excellence and foster strong relationships with guests and staff alike.
Overview
16
16
years of professional experience
Work History
Duty Manager
Marriott
Kochi
08.2023 - Current
- Assists the Front Office Manager in all aspects of his duties and performs his duties in their absence.
- Oversee all aspects of front office operations, including reception, bell desk, concierge, and business center, ensuring a smooth and welcoming guest experience.
- To conduct development and performance reviews, identifying key personnel for further development and structured career path
- Act as the key point of contact for group check-ins, conference delegates, and VIP guests; coordinate closely with Sales, Housekeeping, and F&B for flawless service delivery.
- Manage outsourced transportation vendors, ensuring prompt and reliable guest transfers, tracking SLA adherence, and resolving service issues proactively.
- Lead, train, and mentor a team of 20+ front office team members; conduct regular SOP refreshers, and service audits to uphold Marriott brand standards.
- Conduct daily briefings and departmental meetings to align team goals with hotel objectives, and enhance internal communication.
- Monitor guest feedback on platforms like GSS, TripAdvisor, and Medallia, and implement corrective actions to continuously enhance guest satisfaction.
- Handle critical guest recovery situations with poise, ensuring timely resolution, and long-term guest loyalty.
- Support night audit processes, and ensure proper handovers to maintain accuracy in billing and financial reporting.
- Guest voice champion.
- Growth in TripAdvisor from 3rd position to 1st position.
- Successfully surpassed the guest satisfaction target, achieving a score of 82.5 against the set goal of 81.2.
- Achieved a remarkable Marriott Bonvoy occupancy of 85.6% against 80%.
- The contactless journey improved to 107 from 105, against the target of 110.
- Elevated room upsell performance, increasing the target from 0.5% to 2% year-to-date.
Duty Manager
Grand Mercure
Bangalore
03.2023 - 05.2023
- Managed and motivated large teams to meet daily targets.
- Led by example to boost team performance and guest satisfaction.
- Held briefings to inspire staff toward excellent service.
- Coached juniors to build confidence and service skills.
- Improved customer journey score from 78.04 to 84.75 in three months.
- Resolved issues proactively to minimize disruptions.
- Attended meetings to identify and improve service gaps.
- Enforced strict security for guests, staff, and property.
Duty Manager
Accor, Global Sports Event
Qatar
06.2022 - 01.2023
- Handled 650 apartments and ensured smooth functioning of FIT and group movements.
- Inventory management.
- Oversee all aspects of front office operations, reception, bell desk, concierge, and business center, ensuring a smooth and welcoming guest experience.
- Assisted in hiring, training, and onboarding the front office team.
- Supported software implementation and testing for smooth operations.
- Conducted audits to maintain standards, and resolve gaps early.
Duty Manager
Taj Vivanta
Ernakulam
06.2018 - 04.2022
- Assists the Front Office Manager in all aspects of his duties and performs those duties in their absence.
- Assists the Front Office Manager in all aspects of his duties and performs his duties in their absence.
- To assign work schedules, following work requirements, to ensure quality and timely delivery of service, and to establish regular internal meetings in the department.
- To ensure all team members have knowledge of hotel services, technology, amenities, functions, and systems.
- To ensure that all requests from guests are followed up on, and to report all guest requests and complaints.
- To make time to interact with guests, solicit feedback and buildgood relationships.
Front Office Supervisor
Taj Vivanta
Ernakulam
02.2016 - 06.2018
Front Office Associate
Taj Vivanta
Ernakulam
02.2010 - 02.2016
House Keeping Associate
The Oberoi
Bangalore
12.2009 - 12.2010
Education
BHM -
The Oxford College
Bengaluru, KarnatakaMBA -
Bharat Matha College
Skills
- Opera
- Hotelogix
- Fidelio
- Word
- Concierge management
- Travel desk management
- Cash management
- Training and development
- leadership
Accomplishments
- Manager of the Month at Marriott March, May 2024
- Employee of the month at The Oberoi, Bangalore, 11/10
- Employee of the month at The Oberoi Bangalore, 11/10
- Employee of the month at Gateway Hotel Ernakulum, 03/14
- Train the Trainer for Accor, 08/22
- Trained for Basic First Aid & CPR (Venture Gulf Training Centre Qatar), 08/22, 08/25
- Trained Fire Warden (Venture Gulf Training Centre Qatar), 08/22, 08/25
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Tamil
Advanced (C1)
C1
REFERENCES
Mr. Rupesh Sarode, Front Office Manager at Taj Vivanta Ernakulam
No: +91 999-537-9435, Email: rupesh.sarode@tajhotels.com
Ms. Sangita Rawat, Room Division Manager at the Lalit Bangalore, No: +91 7593835115
Email – sangita.rawat@thelalit.com
Mr. Prateek Shukla, Assistant front office manager, Kochi Marriott
itzprateekshukla@gmail.com
No: +91 96502 89804
Timeline
Duty Manager
Marriott
08.2023 - Current
Duty Manager
Grand Mercure
03.2023 - 05.2023
Duty Manager
Accor, Global Sports Event
06.2022 - 01.2023
Duty Manager
Taj Vivanta
06.2018 - 04.2022
Front Office Supervisor
Taj Vivanta
02.2016 - 06.2018
Front Office Associate
Taj Vivanta
02.2010 - 02.2016
House Keeping Associate
The Oberoi
12.2009 - 12.2010
BHM -
The Oxford College
MBA -
Bharat Matha College