Travel
Praneet Verma
Director Of Operations/ Guest Services
Dubai,Dubai
Summary
Experienced Director of Guest Services with over 10 years of experience in hospitality and Customer service. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
3
3
years of post-secondary education
9
9
years of professional experience
Work History
Director of Operations & Guest Services
Unique Class Limousine L.L.C
Dubai, Dubai
08.2020 - Current
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
- Surveyed guests to check for areas in need of improvement.
- Coached and developed associates to improve soft skills and recovery techniques.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
General Manager
Mojay Lifestyle Limousine
Dubai, Dubai
02.2018 - 07.2020
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Designed modern employee recognition program which boosted productivity and improved morale.
Front Desk Manager
Armani Hotel Dubai
Dubai, Dubai
06.2013 - 02.2018
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Processed arrivals and departures for hotel guests, handling approximately 160- 200 guests per shift.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Anticipated guests' needs and responded to all requests within reasonable amount of time.
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Prepared weekly employee work schedules for team members.
- Collected room deposits, fees and payments.
- Performed concierge services for guests as needed.
Skip Trace Investigator- Mortgage
Ocwen Financial Solutions Pvt. Ltd
Bengaluru, Karnataka
12.2011 - 06.2012
- Responsible for resolving delinquency on conventional mortgage loans
- Met and exceeded Monitoring Guidelines expectations
- Verified valid contact information via extensive research in order to communicate with debtors according to the fair debt collection practices act.
- Was selected by management to consult other customer service representatives
Transaction Risk Investigator
Amazon Development Centre ( India ) Pvt Ltd.
Bengaluru, Karnataka
06.2011 - 09.2011
- Communicate effectively via email and/or telephone with our customer base - buyers, merchants and internal customers.
- Take appropriate action to identify and help minimize the risk posed by fraud patterns and trends.
- Consistently achieve/exceed weekly productivity and quality standards.
- Participate in ad hoc projects/assignments as necessary.
Customer Support Representative
Accenture India- BPO services
Bengaluru, Karnataka
10.2010 - 04.2011
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Education
Post Graduate Diploma - Hotel Management
Swiss Hotel Management School
Switzerland 02.2013 - 02.2014
MBA - Marketing & Human Resources
Dayananda Sagar University
Bengaluru, India 06.2008 - 06.2010
Skills
Business operations proficiency
Department operations
Board of directors support
Expertise in Guest Engagement
Business Development
Interests
Sports
Listening to Music
Timeline
Director of Operations & Guest Services
Unique Class Limousine L.L.C
08.2020 - Current
General Manager
Mojay Lifestyle Limousine
02.2018 - 07.2020
Front Desk Manager
Armani Hotel Dubai
06.2013 - 02.2018
Post Graduate Diploma - Hotel Management
Swiss Hotel Management School
02.2013 - 02.2014
Skip Trace Investigator- Mortgage
Ocwen Financial Solutions Pvt. Ltd
12.2011 - 06.2012
Transaction Risk Investigator
Amazon Development Centre ( India ) Pvt Ltd.
06.2011 - 09.2011
Customer Support Representative
Accenture India- BPO services
10.2010 - 04.2011
MBA - Marketing & Human Resources
Dayananda Sagar University
06.2008 - 06.2010