Suresh Giri
Delhi
Summary
A seasoned hospitality professional adept at service operations and learning and development strategies. As a Service Operations & L&D Specialist at vivo India, I lead initiatives to foster employee growth and standardize operations nationwide. In my previous role in front office operations in the hospitality industry, I ensured seamless front desk operations and promptly resolved issues to enhance guest satisfaction. My proactive approach to gathering guest feedback led to improved service quality. With extensive experience in hospitality and telecommunications, I drive organizational success through excellence and innovation in service delivery.
Overview
8
8
years of professional experience
Work History
Service Operations & L&D Specialist
vivo India - (India Head office)
Gurgaon
05.2022 - Current
- D - SAT and C-SAT Management: Effectively oversee D-SAT and C-SAT metrics to enhance customer satisfaction.
- NPS Analytics: Utilize NPS data for insights into customer loyalty and drive improvement initiatives.
- Customer feedback Analysis: Conduct detailed analysis of feedback to address concerns and enhance service.
- Continuous Improvement Initiatives: Lead initiatives for refining processes and optimising service delivery.
- Cross-functional collaboration: Collaborate across teams to ensure a customer-centric approach aligned with business objectives.
- Standardization Management: Develop and implement standardized processes for consistent service quality.
- Training & Development: Spearhead training programs to enhance staff skills and compliance with industry standards.
Front Office Executive
Marriott Hotels (Aloft)
New Delhi
12.2019 - 04.2022
- Efficiently managed front desk operations, ensuring guest satisfaction during check-in, check-out, and query resolution.
- Supervised front office team associates as shift leaaer, ensuring smooth operations and guest satisfaction.
- Handled special room requests, enhancing guest comfort and satisfaction.
- Collaborated closely with Housekeeping to promptly resolve room discrepancies, maintaining a seamless guest experience.
- Handled special room requests, enhancing guest comfort and satisfaction.
- Strategically allocated VIP rooms, considering guest preferences and effectively communicating changes with relevant departments.
- Liaised with the Accounts department to resolve billing and cashiering issues efficiently.
- Ensured smooth check—in and check—out processes, contributing to positive guest experiences.
- Conducted thorough shift handovers and maintained an organized front desk.
- Actively collected and documented guest feedback to identify areas of improvement and enhance overall service quality.
- Achieved 100% conversion of non—members to members through effective communication and showcasing membership benefits.
Front Office Assistant
Oberoi Hotels
Gurgaon
01.2019 - 12.2019
- Managed Front Desk Operations, overseeing FIT, Crew, and Group arrivals and checkouts.
- Enhanced guest satisfaction through proactive engagement, personalized interactions, and the provision of value-added services.
- Coordinated seamlessly with the Housekeeping team to uphold room cleanliness standards.
- Maintained meticulous records, including A&D register and C - Forms, ensuring accuracy and compliance.
- Developed proficiency in FOREX Procedure and extensive knowledge of Oracle PMS for efficient operations.
Internship Trainee
Marriott Hotels (Le Meridien)
New Delhi
12.2016 - 04.2017
- Enthusiastically embraced roles spanning major operational departments, gaining invaluable insights into Front Office, Procurement intricacies, Housekeeping management, Food & Beverage dynamics and the strategic process of Sales & Marketing.
Education
Bachelor of Science - Hotel & Hospitality Management
LBIIHM (Venkateshwara University)
Delhi, DL04-2018
High School Diploma -
Jain Sr. Sec. School
Delhi01-2015
Skills
- Guest Relations Management
- Guest experiences
- Staff Training
- Outstanding communication skills
- Relationship building and management
- Organizational Skills
- Problem-solving abilities
- Effective Communication
- Front Office Management
- Customer Service
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
Employee of the Year Award, vivo India - 2023
Shining Star Employee Award, vivo India - 2023
Upsell Champion Awward Aloft Hotel, Delhi 2020 & 2021
Guest Voice Champion Award, Aloft Hotel, Delhi - 2020
Service operations Champion, Aloft Hotel, Delhi - 2020
Timeline
Service Operations & L&D Specialist
vivo India - (India Head office)
05.2022 - Current
Front Office Executive
Marriott Hotels (Aloft)
12.2019 - 04.2022
Front Office Assistant
Oberoi Hotels
01.2019 - 12.2019
Internship Trainee
Marriott Hotels (Le Meridien)
12.2016 - 04.2017
Bachelor of Science - Hotel & Hospitality Management
LBIIHM (Venkateshwara University)
High School Diploma -
Jain Sr. Sec. School