Surabhi Chaturvedi
Hospitality / Facility Management
PUNE
Summary
A hospitality professional with a work experience in both hotels & facilities over a time period of approximately 11 years. In the due course have developed the skills of patience, problem solving, keeping the motivation high in the team, yet being true & honest to the job and not bifurcating from the mail goal of customer/ client satisfaction. Also ensuring that the necessary alternatives are provided at all times in case a requirement is beyond our jurisdiction.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Sr. Facility Executive
Jones Lang Lasalle (JLL)
Pune
10.2020 - Current
- Working in the role of a Facility Executive
- Am a single point of contact for the Archibus tool introduction, training & implementation in the region
- Roles & Responsibilities-:
- To achieve financial goals and other KPIs established by the Client
- Interpersonal skills with a strong client focus
- Team Leader with line management skills and the ability to delegate Client relationship management
- Interacting with supplier & procurement for site requirements
- Vendor Management - Manpower, compliance, ethics, attendance, supply of consumable inventory
- Knowledge of occupational safety requirements
- Manage Client escalations / Incidents
- Ensure consistency of policies & procedures by constant updating, implementing, complying with audit and all internal management systems for quality assurance
- Responsible for working of all technology tools -: Archibus (Inventory management tool), BPSS (Attendance + Background verification tool)
- Focus on sustainability projects
- Random facility walk through /surprise checks to support improvement
- Oversee and support on ground team for all certification & other audits
- Conducting Emergency Drills on site
Experience Ambassador
Jones Lang Lasalle (JLL)
Pune
12.2018 - 09.2020
- Assisting in Bridging the gap between Client’s/Employees and workplace team
- Helped in understanding Employee/Client’s needs & delivering solutions for employees & Sr
- Management
- Roles & Responsibilities-:
- Mapping journey through various touchpoints
- Engaging with occupants to ensure the space is functional, visually and environmentally comfortable, & well stocked and maintained
- Being aware of floor capacity and floor strength
- Maintain conference rooms for cleanliness, assist with reservations and setup as needed
- Take regular feedback from employees and assist with closures
- Maintain effective communication and working relationships with all departments
- Maintain daily sang reports and ensure closer in stipulated Turnaround time with coordination of the ground team
- Assist and advise employees on the best use of workplace and facilities provided
- To optimize the Client/Employee experience through regular interaction.
Head Host
Alila Fort Bishangarh
Jaipur
08.2017 - 08.2018
- Role and Responsibility: Overlooking the Front Office shift operations, including Guest Transportation Management
- Guest Movement tracking, problem resolution, driving the Team towards perfection, meeting monthly goals
- Conducting Induction for New Joiners
- Planning shift operations,
- Training & Guest Itinerary Planning
- Ensuring the complete and error free running of night audit process using PMS, Incident Reporting
- Handling
- Reservations queries processing the same on System
- Handling extra-net reservations, ensuring update of all details shared by the guest
- Room allocation
- Maintaining healthy inter-departmental relations
- Interacting with guests with scope of eye for detail, noting preferences and issues faced by them and delighting them with a resolution
- Up-selling and Maximizing
- Revenue opportunities, coordination with guests pre & post arrival, maintain guest history, conducting FAM tours, conducting Fort Reece.
Duty Manager
Holiday Inn and Suites Bengaluru Whitefield
Bengaluru
10.2015 - 03.2017
- 122
- Special Mention-:
- Was awarded The Winning Ways Pin for ’Show We Care’
- Managing reservations emails and queries
- Handling Guest’s IHG Rewards Club queries and assisting them with requests
- Crediting points through Loyalty Pending Updates for rewards club guests
- Scanning next day arrivals and conducting meeting for smooth operations
- Assisted the hotel team in learning about the Brand and Loyalty Programme.
Senior Reservation Associate
Praxis Services Pvt. Ltd
Gurgaon
07.2015 - 09.2015
- Rooms: 2565 (inventory)
- Role and Responsibility: Managing, reconfirming and Auditing next day arrivals for The Leela Palace Bangalore
- Also assisting in reconfirmations for the other Leela Hotels as well.
Team Leader Front Office
Le Meridien Gurgaon
Gurgaon
05.2014 - 06.2015
- Rooms: 285
- Special Mention-: Was part of the Brand Transition Team
- Role and Responsibility: Handling Front Office Operations, Reservation
- Queries & Guest Handling
- Expertise in Opera Software
- Assisting in carrying out shift operations for Check-in, Check-out, cashiering, Forex updating, trainings
- Handled daily front desk operations like Making C-forms and updating guest profiles
- Handled guests requests, group arrivals and situation handling with proper product knowledge
- Maintaining the standards of The
- Hotel Loyalty Programme.
Guest Service Associate
Crowne Plaza
Gurgaon
05.2013 - 06.2014
- Was nominated as a Member of the Strategic Talent Group
- Handling Guest’s IHG Rewards Club queries and assisting them with their requests
- Crediting points through Loyalty Pending Updates for all the rewards club guests
- Emailing guests with Birthday Wishes
- Assisting team in transforming operators into One touch System
- Training the team on Telephone etiquette, body Language, product knowledge
- Assisting and uprising team with Guest history, profile management & ensuring stays with preferences met
- Incident reporting & resolution
Operational Trainee
Crowne Plaza Gurgaon
Gurgaon
06.2011 - 09.2012
- Being under training assisted Team reservations in their daily operations and answering mails on their behalf
- Obtaining ETA from guests and Booker for Arrivals and marking emails for the same
- Assisted team in time of crisis in all sub-departmental operation
- Role and Responsibility: Gained exposure and performed daily front desk operations like customer relations activities like prearrival preparations Check- in, Check-out, Forex Exchange, Cashiering, Reservations (Making a new booking or handling inquiries), Making C-forms
- Prepare various reports
- During the phase had a training exposure with reservations, HK, Engineering &
- F&B Service
- Also, assisting team in Managing operations for GR, Business
- Centre, Operators & Front Desk
- Handles the cycle of enquirers, Processing and amending reservation, check-in, check-out and/or cash transactions
- Assist guests’ need and arrange daily transportation.
Volunteer at Commonwealth Games
ITDC
New Delhi
01.2010 - 04.2010
- For a month at
- Ashok Atithi Kunj in Vasant Kunj D.D.A
- Flats
- Was allocated the Linen Room for three towers managing the opening, operations and closing.
Industrial Trainee
The Trident
Gurgaon
01.2009 - 01.2010
- With Excellent feedback
- Trained in F&B Service, Kitchens, Housekeeping and Front Office.
Education
Bachelors in Hotel Management - Hotel Management
Institute of Hotel Management
Lucknow 05.2008 - 05.2011
Skills
Problem solvingundefined
Timeline
Sr. Facility Executive
Jones Lang Lasalle (JLL)
10.2020 - Current
Experience Ambassador
Jones Lang Lasalle (JLL)
12.2018 - 09.2020
Head Host
Alila Fort Bishangarh
08.2017 - 08.2018
Duty Manager
Holiday Inn and Suites Bengaluru Whitefield
10.2015 - 03.2017
Senior Reservation Associate
Praxis Services Pvt. Ltd
07.2015 - 09.2015
Team Leader Front Office
Le Meridien Gurgaon
05.2014 - 06.2015
Guest Service Associate
Crowne Plaza
05.2013 - 06.2014
Operational Trainee
Crowne Plaza Gurgaon
06.2011 - 09.2012
Volunteer at Commonwealth Games
ITDC
01.2010 - 04.2010
Industrial Trainee
The Trident
01.2009 - 01.2010
Bachelors in Hotel Management - Hotel Management
Institute of Hotel Management
05.2008 - 05.2011
Similar Profiles
Akhilesh RongheAkhilesh Ronghe
Asst. Project Lead at Jones Lang LaSalle (JLL)Asst. Project Lead at Jones Lang LaSalle (JLL)
Senka VincekovicSenka Vincekovic
Estate Manager at Jones Lang LaSalle (JLL)Estate Manager at Jones Lang LaSalle (JLL)
GABRIELLE SCHIRMERGABRIELLE SCHIRMER
Facility Coordinator at Jones Lang LaSalle (JLL)Facility Coordinator at Jones Lang LaSalle (JLL)
Larry LockettLarry Lockett
Senior Maintenance Planner at Jones Lang LaSalle, JLLSenior Maintenance Planner at Jones Lang LaSalle, JLL
Amol Dilip WaniAmol Dilip Wani
Senior Specialist – Client Services Project Manager at NICE Interactive SolutionsSenior Specialist – Client Services Project Manager at NICE Interactive Solutions