Sameer Vali

Leading Guest Services Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Supervises Concierge and/or Bell Staff, when applicable.

Maintaining Guest Services and Front Desk Goals

• 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.
• Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag.
• Assists with energy conservation efforts by monitoring compliance during property tours.
  
  

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Sends copy of MOD report to all departments on a daily basis.
• Ensures compliance with all policies, standards and procedures.
• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
• Understands and complies with loss prevention policies and procedures.
  
  

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• 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 times.
• Provides immediate assistance to guests as requested.
• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
• Records guest issues in the guest response tracking system.
• Reviews comment cards and guest satisfaction results with employees.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
  
  

Managing and Conducting Human Resource Activities

• 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.
  
  

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Participates as needed in the investigation of employee and guest accidents.
• Performs Front Desk duties in high demand times.

· Conducting Market survey & Presentation of feasibility study for a new built hotel or expansion, renovation and refurbishment of existing properties.

· Analyzing & scrutinizing information required for the feasibility study for the hospitality project.

· Identifying existing and proposed supply of competitive analysis for the proposed hospitality projects.

· Analyzing hospitality related analysis – development factors in and around the location.

· Evaluating demand and supply scenario of the project.

· Recommending the class and size of the hotel, most appropriate for the given location and proposing the size and type of facilities to be provided.

· Compiling profitability projections and other financial indicators of the projects.

Projects

Feasibility study for M/S Kiran Group Gandhi Dham Gujrat and the project cost was 9270 Lacs.

Feasibility study for M/S N.G Gandhiya Resort, Ranthambore under the brand of JW Marriott and the project cost was 14654 Lacs.

Feasibility study for M/S M.K Jain in Kasuli under the brand of Hyatt Regency and the project cost was 5700 Lacs.

Asset Management
Sandle Suits by Lemon Tree Hotels in Noida, UP.