Sharma Abhishek
Bhiwadi
Summary
I am an hotelier with a little over eight years of experience in hotel operations, primarily in the front office department. I am progressively working towards becoming a well-rounded hospitality professional. Professional Objective To achieve perfection in every task I do and help guests experience the essence of true Indian hospitality.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Front Office Manager - Incharge
AnandKashi by the Ganges, IHCL SeleQtions
Rishikesh
09.2022 - Current
- To Partner with General Manager of the hotel to create the hotels annual business strategy. To Develop departmental goals and strategies to ensure alignment with the hotels business strategy.
- To conduct periodic competition analysis and plan tactical strategies to increase and maintain a leading share in the market.
- To conduct Rooms Checks with the Executive Housekeeper and Chief Engineer every day for VVIP and HWC guests arrival rooms.
- To conduct internal audits of basic processes of Rooms Division in a systematic manner to check adherence and control deviations.
- To overview and co-ordinate with the Chief Engineer and Executive Housekeeper with regards to room refurbishments, renovations and shutdowns for maintenance activities.
- To review all group bookings, smooth check-in/check outs of all guests with proper preparation and settlement of invoices.
- To ensure speedy and timely actions during emergency situations as per the SOP guidelines.
- To Review guest feedback on TrustYou (Guest Email Feedback System) and on Social Media Platforms and ensures appropriate corrective action is taken.
- To facilitate the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
- To review arrival list every day and ensures guest preferences of repeat guests, VIPs, Inner-circle and Chambers members are communicated and delivered by the concerned departments.
- To maintain regular contacts with corporate and individual guests, and builds strong relationships with them.
- To make oneself available in the lobby during busy operational hours and interacts with the guests to solicit feedback for any required process improvements.
- To meet all VIPs, Repeat Guests, Inner-circle Members, Chambers Member and HWC (Handle with Care) guests, on arrival or during the stay and ensures they have a seamless experience.
Duty Manager
Vivanta New Delhi
Dwarka
10.2019 - Current
- To assist in maintaining and develop agreed operating procedures involved in the Front Office and to ensure all Front Office employees adhere to the correct procedures as laid down as per SOP’s
- To ensure a smooth and efficient running of the Hotel operation, ensuring that all hotel guests and visitors receive optimum level of service and care at all times
- To use discretion and tact when dealing with guest enquiries, problems, or complaints in an efficient and professional manner without detriment to the hotel and / or its reputation
- Drive improvement in guest satisfaction goals
- Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations
- To set a high example regarding punctuality, appearance, courtesy, attitude, leadership, guest relations, observance of the house rules, loyalty to Management and interdepartmental co-operation
- Ensure own productivity and that of the team on a day-to-day basis by planning and assigning work and establishing performance and development goals as set by the GSL
Assistant Manager
Vivanta New Delhi
Dwarka
08.2018 - 09.2019
- Provide mentoring, coaching & regular feedback to help manage conflict & improve employee engagement
- Assist the IT shared services support in the PMS maintenance, configuration and interface management
- To provide functional assistance and direction to all departments
- Collaborate with hotel team members to establish and implement services and programs that meet or exceed guest expectations
- Assist guest services agents in all Reception tasks
- Make time to interact with guests, solicit feedback and build relationships
Assistant Manager
Hyatt Regency
Ahmedabad
03.2018 - 07.2018
- Assisting with the management of team, setting objectives, probationary reviews, appraisals and training
- Supporting the Store Manager and Assistant Manager with the overall operation of the store
- Monitoring team performance in regards to achieving Key Responsibility area (KRA) and Mystery targets
- Proven strong performance within a store management role
- Set a high example regarding punctuality, appearance, attitude, leadership, Guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation
Supervisor
The Oberoi Rajvilas
Jaipur
08.2016 - 02.2018
- I was responsible for communicating and directing the staff members in a clear and concise manner and provides details regarding their work in a written format
- I encouraged them to improve their work, thus enhancing the quality of services they deliver
- I used to listen carefully to the requests made by the guests and tried to understand and respond to them by giving appropriate details regarding the timings of the outlets, nearby tourist spots, local attractions, etc
- I was involved in the registration process and retrieving data whenever there is a need
- I used to select appropriate rooms as per the varying requirements of the guests and confirmed the rate
- I used to verify the credit cards for authorization and handle all cash and other mode of payments.
Assistant, Front Office
The Oberoi Rajvilas
Jaipur
06.2014 - 07.2016
- I used to welcome guests and greet them accordingly
- I used to answer the direct the calls to concerned departments
- I used to share hotel tariff rates for walk in guests / reservation queries
- I was ensuring proper room allocations as per guest requirements
- I used to walk the guests across to their rooms to process in room check-ins to ensure guest comfortability
- I used to confirm guest’s mode of payment
- I used to ensure personalised welcome letters along with registration cards are printed along with rooms keys are made in advance
- I used to retrieve guest’s mails, packages and documents
- I used to coordinate with Housekeeping and maintenance to address any problems or complaints made by guests
- I used to maintain Incident reports, daily activity reports or other reports requested by management
- I used to close guest’s folios and check guests out
- I used to review accounts and charges with guests during the check-out process
- I used to process accurate payments of guest’s folios
- I used to provide accurate information about local attractions and services
Intern
Le Meridien
New Delhi
07.2012 - 11.2012
- I was briefly exposed to various departments of the hotel - Front office, Housekeeping, F&B production, and F&B service, however as I was particularly interested in the Front Office department, I spent a majority of my internship at the front office
- I was given the opportunity to work in all the sub sections of the front office department which included operator, bell desk, guest relations and reception.
Education
Bachelor of Science - Hospitality & Hotel Administration
IHM Kufri
01.2011 - 01.2014
Skills
Skills & Expertiseundefined
Timeline
Front Office Manager - Incharge
AnandKashi by the Ganges, IHCL SeleQtions
09.2022 - Current
Duty Manager
Vivanta New Delhi
10.2019 - Current
Assistant Manager
Vivanta New Delhi
08.2018 - 09.2019
Assistant Manager
Hyatt Regency
03.2018 - 07.2018
Supervisor
The Oberoi Rajvilas
08.2016 - 02.2018
Assistant, Front Office
The Oberoi Rajvilas
06.2014 - 07.2016
Intern
Le Meridien
07.2012 - 11.2012
Bachelor of Science - Hospitality & Hotel Administration
IHM Kufri
01.2011 - 01.2014
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