Prateek Jha

Key Achievements:

• Increased employee productivity/skill proficiency by 3% through targeted training programs aligned with KPIs like task completion speed and accuracy. Developed needs assessments to identify specific skill gaps and learning objectives.
  Developed a new onboarding program that reduced new hire ramp-up time and improved knowledge retention.
  Revised SOPs to ensure consistency and efficiency in training delivery.
  Established a system for auditing training effectiveness through post-training assessments, skills demonstrations, and LMS data analysis. Implemented rectifications based on data insights, such as revising training content or delivery methods.
  Maintained compliance with industry training standards by incorporating best practices and relevant regulatory requirements into training programs.
  

Responsibilities:

• Spearhead the development and delivery of impactful training programs for all employee levels, including induction programs for new hires.
  Conduct needs assessments to identify skill gaps and learning objectives.
  Develop and implement training policies that ensure compliance with industry standards.
  Collaborate with subject matter experts (SMEs) to create engaging and effective training materials.
  Utilize Learning Management Systems (LMS) to track training progress, measure ROI, and facilitate online learning.
  Facilitate a positive learning environment that fosters collaboration and knowledge sharing.
  Organize successful town halls to boost employee morale, share company updates, and encourage open communication.
  

Amatra Hotels | Corporate Training Manager | Gurugram, Haryana, India (February 2021 – February 2023)

Key Achievements:

• Increased guest satisfaction scores by 12% through targeted training programs focused on guest service excellence, as measured by guest feedback surveys.
  Developed a new onboarding program that reduced new hire ramp-up time by 2 weeks, resulting in improved service delivery from day one.
  Leveraged strong communication and instructional design skills to create engaging training materials that fostered knowledge retention and application of skills.
  Hosted successful town halls to motivate employees, celebrate team achievements, and address their concerns.
  

Responsibilities:

• Developed and implemented comprehensive training programs for hotel staff in all departments, aligned with organizational goals of enhancing guest satisfaction and operational efficiency.
  Partnered with departmental heads to identify training needs through regular meetings, skills gap analysis, and performance data review.
  Managed a training budget and ensured efficient resource allocation to maximize training impact.
  Utilized LMS to track training progress, measure completion rates, and identify areas for improvement.
  Coached and mentored trainers on effective delivery methods, content expertise, and best practices to ensure consistent training quality.
  

Key Achievements:

• Designed and delivered engaging training programs for over 200 employees across various departments, resulting in a 15% improvement in customer satisfaction scores as measured by post-training surveys and guest feedback.
• Conducted training needs analysis through surveys, focus groups, and performance reviews to identify skill gaps and learning objectives. Developed KRAs (Key Result Areas) linked to organizational goals and training programs to ensure targeted learning interventions.
• Contributed to the development of training policies and SOPs that ensured consistency, clarity, and adherence to industry standards in training delivery.
• Delivered training sessions using various methodologies, including classroom training, online learning modules developed using LMS, and blended learning approaches to cater to diverse learning styles.
• Evaluated training effectiveness through pre- and post-training assessments, feedback mechanisms, and on-the-job performance observation. Implemented rectifications based on data analysis, such as revising training content or providing additional practice opportunities.
• Designed and implemented a comprehensive induction program for new hires, ensuring a smooth transition into the company.

Avasa Hotel | Deputy Manager-Front Office | Hyderabad Area, India (July 2015 – April 2016)

Key Achievements:

• Streamlined guest experience and ensured exceptional service standards at Avasa, a prestigious 5-star deluxe property with 217 rooms.
  Increased guest satisfaction rating by 11% through implementing new guest service initiatives (mention specific examples if possible).
  Successfully handled high guest volume (300+ daily) while maintaining efficiency and resolving guest concerns promptly.
  Led a team of 15 front office staff, fostering a culture of collaboration and excellent customer service.
  

Responsibilities:

• Managed the smooth operation of the Front Office and Reservations departments.
  Oversaw guest check-in/check-out processes, ensuring accuracy and efficiency.
  Recruited, trained, and coached front office staff on guest service procedures and company standards.
  Monitored guest satisfaction metrics and implemented initiatives to improve service quality.
  Resolved guest concerns promptly and professionally, maintaining high satisfaction levels.
  

• Key Achievements:Increased guest satisfaction scores by 7% through initiatives like implementing new guest service standards or resolving guest concerns promptly and effectively.
  Successfully managed a high guest volume of 67-70% occupancy while maintaining efficiency and ensuring smooth operations within the department.
  Led a team of 32 staff to achieve exceptional service standards.
  Developed a strong understanding of Accor's brand standards and ensured their consistent application throughout the hotel.
  

Responsibilities:

• Oversaw the daily operations of the front office department at a busy Accor property.
  Managed guest check-in/check-out processes, ensuring accuracy, efficiency, and a welcoming experience.
  Resolved guest concerns and complaints promptly and professionally, maintaining high satisfaction levels.
  Recruited, trained, and coached staff on Accor's guest service standards and operational procedures.
  Prepared reports and monitored key performance indicators (KPIs) related to guest service and departmental efficiency.

• Led and motivated a team of front desk agents, fostering a culture of excellent customer service and exceeding guest expectations
• Ensured efficient front desk operations, prioritizing guest satisfaction and resolving issues promptly
• Maintained high accuracy standards for all guest transactions and documentation.

• Provided exceptional customer service to guests, ensuring a smooth and welcoming check-in/check-out experience
• Handled guest inquiries and requests efficiently, resolving issues promptly and courteously
• Processed guest transactions accurately and securely, maintaining a strong cash handling record
• Achieved a recognition award for exceeding guest satisfaction targets
• Utilized strong interpersonal and communication skills to build rapport with guests and resolve issues effectively
• Successfully promoted hotel services and amenities to guests, resulting in increased revenue.