Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Accomplishments
References
Timeline
Generic
Shubham Pokharna

Shubham Pokharna

Kishangarh

Summary

Seasoned Duty Manager with comprehensive knowledge in team leadership, excelling in guest interactions, upselling techniques, and operational procedures. Strong ability to lead diverse teams, handle multiple tasks simultaneously, and deliver high-quality customer service. Possess strong interpersonal skills, problem-solving abilities, excellent relationship-building, multitasking, and decision-making prowess that drive business and brand success.

Overview

7
7
years of professional experience

Work History

Assistant Manager

Hyatt
AHMEDABAD
06.2024 - Current
  • Assisted the hotel in achieving Medallia (Guest Voice) scores in K for the year 2024 and the 1st quarter of 2025.
  • Collaborated with management on developing strategic plans for achieving business goals in terms of achieving the highest numbers for upselling in the region, and enrollment targets.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Provided guidance and support to staff members on daily tasks, projects, and objectives.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Overall management of the front office and dealing with guest complaints in a timely manner.
  • Ensured compliance with safety regulations and company policies.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Established processes for monitoring customer satisfaction levels.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed completed work to verify consistency, quality, and efficiency.

Duty Manager

Fairfield by Marriott Rajajinagar
12.2023 - 05.2024
  • Maintained professionalism in guest interactions, answered concerns, and resolved problems with a friendly and knowledgeable approach.
  • Supervised cash handling procedures, ensuring that all transactions were processed accurately.
  • Reviewed guest feedback surveys in order to identify areas for improvement.
  • Implementing company policies.
  • Liaised with other departments to ensure seamless operations across the organization.
  • Monitored performance of staff members, offering advice where appropriate.
  • Investigated guest complaints in a timely manner, resolving issues efficiently.
  • Created positive work environment for employees and delivered exceptional customer service.
  • Collaborated with upper management to improve productivity of operations.

Guest Services Specialist - Hilton Corporate

Teleperformance
08.2021 - 09.2023
  • Company Overview: Part of Hilton's corporate team.
  • Responsible for handling guest issues and queries related to Hilton hotels.
  • Daily interaction with guests to ensure maximum retention with the Hilton portfolio of brands.
  • To touch base with guests by zeroing out their issues and making them feel valued.
  • Promoting the brand, benefits, and loyalty with guests.
  • Focusing on maximum issue resolution by maintaining the company standards.
  • Taking care of past, present, and future stays of the guest.
  • Part of Hilton's corporate team.

Front Office Supervisor

Surat Marriott
04.2021 - 07.2021
  • Company Overview: Franchise property.
  • Worked with this Franchise property for 3 months as an Supervisor.
  • Was responsible for handling the Front Office Operations during the second COVID wave at the busiest business hotel.
  • Franchise property.

Front Office Associate

Jaisalmer Marriott Resort and Spa
07.2019 - 12.2020
  • Processing Guest Check-in's and Checkout's.
  • Managing Rooms - assignment and allocation and complete co-ordination with Housekeeping.
  • Communicating with guests effectively in order to make them feel home and happy.
  • Handling guests with their queries and zeroing issues.
  • Proactive approach in terms of dealing with guest concerns.
  • Responsible for handling Front Office Operations.
  • Ensuring effective room up sell and converting all calls and walk in guests into potential business.
  • Well versed with Opera and Night Audit Part.

Industrial Trainee

Westin Pushkar
07.2018 - 01.2019
  • Worked in all 4 major departments with the subjection of Finance, Reservations and Human Resources.
  • Always been around Opera and the experience was the biggest exposure not only to the industry but the kind of work environment, situations and solutions one gets to witness in different departments.
  • Head Trainee for a Month.
  • Most trusted as got opportunities where ever needed in the hotel.
  • Experience - worth remembering and learning at its best.

Education

B. Sc - Hotel Management and Catering Science

College of Hospitality Administration - CHA
Jaipur
01.2019

Senior Secondary -

K.D. Jain Public School
Kishangarh
01.2016

Skills

  • Guest interactions
  • Upselling techniques
  • Compliance management
  • Employee training
  • Inventory management
  • Cash handling
  • Team collaboration
  • Adaptable
  • Persevere
  • Sound communication
  • Process improvement

Hobbies and Interests

  • Listening to Music
  • Constant Self Improvement by utilising self skills, time and money

Accomplishments

  • Highest up-seller in the region for the past 5 months.
  • Among highest aggregator for guest voice recognitions.
  • Loyalty Champion of the property.

References

  • Mr, Shezad Nagori: Front office Manager, Hyatt Ahmedabad

Mob: 966-645-2646

  • Mr. Rajesh Kumar Jamnani, Front office manager, JW Marriott Mumbai Juhu

Mob: 971-239-7009

  • Mr. Narendra Kumar Kasana: Former Rooms Operations Manager, Jaisalmer Marriott Resort & Spa

 Mob: 880-668-8411

  • Mr. Manu Nair, Hotel manager, Fairfield by Marriott, Rajajinagar, Bangalore

Mob: 962-000-7376

 

Timeline

Assistant Manager

Hyatt
06.2024 - Current

Duty Manager

Fairfield by Marriott Rajajinagar
12.2023 - 05.2024

Guest Services Specialist - Hilton Corporate

Teleperformance
08.2021 - 09.2023

Front Office Supervisor

Surat Marriott
04.2021 - 07.2021

Front Office Associate

Jaisalmer Marriott Resort and Spa
07.2019 - 12.2020

Industrial Trainee

Westin Pushkar
07.2018 - 01.2019

B. Sc - Hotel Management and Catering Science

College of Hospitality Administration - CHA

Senior Secondary -

K.D. Jain Public School

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Shubham Pokharna