Pravin Kumar S
Coimbatore
Summary
Results-driven Guest Services Manager with 12.5 years of experience managing teams of 15-20 people in providing outstanding services. Reputation for deftly addressing concerns and transforming dissatisfied guests into loyal customers through keen listening and problem solving. Eager to contribute in multi-site hospitality operations
Overview
13
13
years of professional experience
Work History
Guest Services Manager
Citadines OMR Chennai - The Ascott Group
Chennai
2023.08 - Current
- My contribution to the operation of 269 rooms has significantly improved guest experiences.
- Resolved customer complaints promptly and professionally while ensuring a high level of customer satisfaction.
- Provided guidance to team members regarding best practices for handling customer inquiries or complaints.
- Conducted regular meetings with front desk staff to discuss performance goals, new initiatives and areas of improvement.
- Implemented strategies to improve overall guest experience by utilizing feedback from surveys and reviews.
- Analyzed data from multiple sources such as sales reports, occupancy rates., to identify trends and make recommendations for improvements.
- Evaluated existing processes for efficiency and accuracy; identified opportunities for process optimization.
- Participated in hotel promotional activities such as open houses, trade shows or other marketing campaigns.
- Assisted in budgeting activities related to Guest Services department expenses.
- Recognized top staff contributors through team meetings and employee appreciation events.
- Revamped hiring and training practices, resulting in a very low staff retention rate.
- Initiated significant improvements to key hotel amenities, resulting in greater guest access and positive feedback.
Front Office Manager
Radha Regent Bangalore
Bangalore
- My role as an FOM has made a strong contribution towards the revenue management as I handle the unit revenue part and the reservation team
- I have an energetic young team who always ensures the success of the team and the focus on guest relations
- I personally ensure the growth of my entire team and train them to achieve their goals
- Handles the hotel's strategic business accounts and meets their expectations
- Had taken care of the entire hotel operations during the COVID period and supported the other HOD's to run smooth & safe operation
- Assisted our GM on this period to coordinate with the health officers
- The hotel did operate like a CCC(covid care centre) with all the safety precautions kept in place
- I used to be the one-point contact for the medical team operationally
- I ensured the COVID vaccines for all my staffs and on the right time
- Regular SWAB tests were taken to avoid the COVID spread among the staff.
Duty Manager
Feathers Chennai
Chennai
2017.02 - 2019.07
- I started to work as a Duty Manager with Feathers from 1st of Feb 2017 and everyday It was a challenging role to head the complete team below me
- I take care of the overall front office operations and conduct regular training for all my fellow Duty Managers & Executives
- Assist my Front Office Manager to communicate a meeting every month regarding the operations and on the revenue part for the forecast/target to be achieved
- Take care of the reports for the General Manager and the Executive Assistant Manager daily as well as monthly
- We had the world's best Airline crew members from 'Emirates' stay with us and I head the team who handles the crew.
Community Manager
Regus Bangalore
Bangalore
- I had taken care of the whole center operation with Customer Support Executives along with me and reports to Center General Manager directly
- I do have hands-on experience in sales as I assist my general manager with the sales part of the center
- I take care of the whole center during his absence.
Front Office Supervisor
ITC Windsor Bangalore
Bangalore
- Complete Front Desk Operations
- 100% Wow Ratio from guest through feedback portal
- Buddy training for new joiners & trainees
- Grooming audit for all Front desk staff on a daily basis.
Pre-Opening Team Member
Park Hyatt Chennai
Chennai
- My role as a Guest Service Officer was to handle complete Front Desk operations and I became the Lead Guest service officer in a year
- I worked for a total of 2 years at Reception & 7 months at Guest Concierge
- I'm a good team player and have been recognized for my leadership qualities
- The Core competencies are handling Guest Concierge and Concierge services, Bell desk operations, Reservations & Airport Services.
Industrial Exposure Training
RegusRadhaAscottCourtyard by Marriot Chennai
Chennai
2011.05 - 2011.10
- As a Trainee, I was mostly stationed at the front desk where I got to know about guest services and guest handling
- I had been appreciated for my exceptional work and was recognized as the Best Trainee by the Front Office Manager.
Education
B.Sc. Catering Science & Hotel Management -
Sri Krishna College of Arts & Science, Coimbatore
01.2012
HSC -
Kennedy Matriculation School, Coimbatore
01.2009
SSLC -
Kennedy Matriculation School, Coimbatore
01.2007
Skills
- Guest Relations
- Optimizing team performance
- Strong leadership
- Multicultural appreciation
- Personnel Management
- Strategic Planning
- Decision-making capabilities
- Implementing policies
- Customer Relationship Management
- Property management software understanding
Personal Information
- Age: 31
- Date of Birth: 05/26/92
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
Tamil
First Language
English
Proficient (C2)
C2
Telugu
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Kannada
Upper Intermediate (B2)
B2
Hobbies and Interests
Long drive with family
Gardening
Swimming
Disclaimer
I hereby confess that all the above details are true to my knowledge and my experience. I also possess desired skills and ability to work with your esteemed group as an asset.
Timeline
Guest Services Manager
Citadines OMR Chennai - The Ascott Group
2023.08 - Current
Duty Manager
Feathers Chennai
2017.02 - 2019.07
Industrial Exposure Training
RegusRadhaAscottCourtyard by Marriot Chennai
2011.05 - 2011.10
Front Office Manager
Radha Regent Bangalore
Community Manager
Regus Bangalore
Front Office Supervisor
ITC Windsor Bangalore
Pre-Opening Team Member
Park Hyatt Chennai
B.Sc. Catering Science & Hotel Management -
Sri Krishna College of Arts & Science, Coimbatore
HSC -
Kennedy Matriculation School, Coimbatore
SSLC -
Kennedy Matriculation School, Coimbatore
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