Biswambar Hojai
New Delhi
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Have event management skillset on top of above-mentioned skills and Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
8
8
years of professional experience
Work History
Operations Supervisor
GMR
01.2023 - Current
- Planning and execution of corporate events with utmost efficiency. Management of event logistics( including set up and disassemble of logistics)
- Administrative tasks, facilities management, scheduling, vendor relations and over looking timely maintenance tasks to ensure smooth operations across multiple locations in Aerocity.
- Improved safety standards by conducting regular audits and training sessions, resulting in fewer workplace accidents.
- Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
- Facilitated seamless communication channels between departments, improving coordination and project outcomes.
- Respond to guest needs quickly and accurately, offering endorsements for local restaurants, museums, attractions, and directions
- Build relationships with local contacts and vendors, constantly building a base of knowledge to support customers
- Serve as the primary contact for guests and visitors, answering questions regarding hotel services, features, and amenities and providing local recommendations
- Provide information about offers happening in any of the outlets in the GMR, Aerocity
- Create an atmosphere of hospitality and professionalism, accommodating special requests when possible, quickly resolving concerns, and scheduling excursions
- Perform other job-related duties as assigned, including hotel operator, retail customer service, event coordination, and related support services.
FRONT OFFICE EXECUTIVE
PARAS HOSPITALS
11.2022 - 01.2023
- Ensure availability of treatment needed for the patient and file and retrieve patient records
- Maintain patient records, handle billing/payment records, review insurance policies, maintain confidentiality, and maintain financial records
- Record and collect patient charges, control credit extended to patients, and file/collect third-party claims
- Organize regular staff meetings to address new information, existing issues, and find solutions
- Help distressed and anxious patients and respond to emergencies.
CUSTOMER SERVICE – VOICE
Amazon NA
01.2022 - 11.2022
- Answered 60+ calls per shift, exceeding call target volume by 20%
- Utilized product knowledge and customer protocols to resolve issues efficiently and reduce wait times
- Provided customers guidance on Amazon.com
- Developed highly empathetic client relationships and earned a reputation for high performance metrics
- Cross-trained and provided back-up for various teams when needed
- Assisted customers with account inquiries, order status updates, and returns in a fast-paced environment
- Provided excellent customer service by following the company’s core values of Integrity, Service, Reliability, and Excellence
- Answered customer emails and phone calls, resolving issues regarding order status, product information, and shipping questions
- Communicated effectively with internal teams regarding escalated issues or escalations from customers as well as other associates for assistance when needed.
FRONT OFFICE EXECUTIVE
HOTEL PULLMAN & NOVOTEL – 670 ROOMS (Accor Hotels & Resorts)
03.2016 - 03.2021
- Manage the general operation of the front office and rooms which includes reception, reservations, concierge services, airport operations and night management
- Perform day to day activities including, checking daily reports, contingency lists, and credit card authorization reports
- Ensure smooth processes and high compliance in terms of guest relation, housekeeping and reservation standards
- Handle guest complaints and other related problems and create and maintain reports for the same
- Coordinate and conduct department trainings and special training on handling VIP guests
- Report accidents, injuries, and unsafe work conditions, to the manager
- Monitor the work of service personnel, hotel security, quality assurance and compliance in terms of special guidelines
- Plan budgets and personnel, coordinate with the sales department, and handle vacation planning
- Supervise the team with all check-in and check-out formalities, handle all guest complaints & experiences
- Responsible for the day-to-day facilities operations including supervising the maintenance and alteration of office areas equipment, ordering office supplies, office equipment, etc
- For staff
- Supervise volunteers during assigned shift, ensuring that quality customer service and support is provided and staffing levels are consistent with service delivery standards
- Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
- Handle guest messages, facsimiles, and mail, ensuring that the information is accurate, complete, and promptly delivered
- Complete multiple simultaneous projects in a timely manner
- Receive and fulfill special guest arrangement requests like arrangement of tour & sightseeing, making restaurant reservations, booking hotels, arranging for spa services, recommending nightlife hot spots, booking transportation (like taxi, limousines, flights, etc.).
Education
Bachelor’s Degree in Hotel Management -
Institute of Hotel Management, Kolkata
Kolkata01.2014
CBSE -
Kendriya Vidyalaya School
Assam01.2011
CBSE -
Kendriya Vidyalaya School
01.2009
Skills
- Operations and management
- Analytical Skills
- MS Office applications, including Word, Excel and PowerPoint
- Worked successfully in a team environment as well as independently
- Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
- Demonstrates understanding of the Internet, Amazon and its services Other e-commerce websites
- Software program knowledge (Oracle Opera PMS, WMS)
- Property Administration
- Client Management
- General Administration
- Training and Development
- Excellent organizational skills, ability to set priorities
- Able to work with attention to detail and tenacity
- Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned
Languages
English
Hindi
Assamese
Confirmation
I, hereby confirm that the above given information is true to the best of my knowledge.
Significant Areas Of Impact
- Hotel Management
- Quality Assurance
- Facility Management
- Client Services
- Team Management
Strengths
- Sincerity
- Punctuality
- Accepting challenges
Personal Information
- Date of Birth: 07/26/1992
- Nationality: Indian
Hobbies and Interests
- Social Networking
- Listening to Music
- Entertaining
- Travelling
Accomplishments
Awarded Les clefs d’or regional key for concierge during my tenure at Pullman and Novotel.
Timeline
Operations Supervisor
GMR
01.2023 - Current
FRONT OFFICE EXECUTIVE
PARAS HOSPITALS
11.2022 - 01.2023
CUSTOMER SERVICE – VOICE
Amazon NA
01.2022 - 11.2022
FRONT OFFICE EXECUTIVE
HOTEL PULLMAN & NOVOTEL – 670 ROOMS (Accor Hotels & Resorts)
03.2016 - 03.2021
Bachelor’s Degree in Hotel Management -
Institute of Hotel Management, Kolkata
CBSE -
Kendriya Vidyalaya School
CBSE -
Kendriya Vidyalaya School
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