TAHIRA BANU

Looking for a challenging role of Leasing Manager that will allow to utilize existing skills in employee development, attention to detail, organization and problem solving that will provide a challenge and allow to grow in career. Goal-oriented manager with distinguished experience and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.

• Have passed the BSA Audit and scored 85% in Operations and Standards and also got appreciation from the Auditor for team performance.
• Always ranked 1st, 2nd or 03rd in Medallia Scores in Guest Satisfaction Survey out of 27 Aloft Hotels all over the World. (Jan, Feb and March and April again in 02nd position)
• Received Certificate of Successfully completed the Marriott Integration from SPG to Marriott International.
• Achieved Target for the year 2018 as well as Jan and Feb 2019 in GSS Score (Medallia), Awarded as Best performer during Marriott International Integration process Dec-2018.
• Supported the Hotel to turn Green on heartbeat (Medallia) on 2016 & 2017,Closed No.1 in heartbeat (Medallia) in the month of Dec 2017 in AMEA
• Certified as departmental trainer of the hotel, Received certificate for Employee of the Month Jan'17,Manager of the quarter Award for 2016 and 2017
• Winning ways Leader of the Quarter 2016,Highly recommended by guests and Managers as a Champion of Problem Handling
• Received many appreciation letters from several guests and also featured on Trip advisor and Heartbeat (Medallia)
• Appreciation and Thank you cards from General Manager for regular positive feedback from guests for providing excellent services
• Certificate of excellence “Wow Factor” from the Management (Alila hotel & Residence)

• Industrial Training, Globe Ground of India, 2009
• Diploma in Aviation and Hospitality management, AHA, Bangalore, 2008
• Galileo/Fidelio and Red Cross Training, 2008

• Phoenix Mills Ltd, CRM-Manager, 06/2022, Present, India’s Largest Mixed used developer, The Phoenix Mills Ltd has carved a niche for itself in the Indian real estate sector, be it mega retail malls, entertainment complexes, commercial spaces or hospitality units. It's operations span across most aspects of real estate development; planning, execution, marketing, management, maintenance & sales. The group has real estate assets in Mumbai, Bengaluru, Chennai, Pune, Raipur, Agra, Indore, Lucknow, Bareilly & Ahmedabad., Develop and implement property agenda in line with business strategy, Supervise creation of lease contracts and attend to settlement/drawdown both Finance & Operating Lease, Excellent interpersonal, motivational, written, management and leadership skills, Ensure that available space is being appropriately marketed and that internal and external (listing agent) marketing materials are accurate and up-to-date, Interface with prospective tenants to determine space needs and negotiate lease terms, Regular meeting and maintain relationship with all IPCs, Generating sales from various resources and Maintain Client relationship and focus on the market analysis, Maintain CRE Metrix report and stacking list of Micro Market and database of clients., Taking care of internal and external stake holders, by maintaining relationship., Prepare SOPs and agenda for the PAT with regards to Fitouts and Operations Manual., Co-ordinate with Operations team for hassle free services, Co-ordination with Projects team in terms of getting the building ready for client visit., Guide Mumbai and Pune team with regards to client engagement activities.
• Aloft Whitefield Bengaluru (Marriott International), Front Office Manager, 10/2018, 06/2022, Aloft Bengaluru Whitefield is a part of Marriott International. One of the best 04-star hotel in Whitefield Hub, offers trendy rooms, sassy BAR, conference halls with facilities like GYM, Swimming Pool, Spa, Restaurants as well as lawn and area of recreation., Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team., Achieves and exceeds goals including performance goals, budget goals, team goals, etc. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work, Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies, Provides services that are above and beyond for customer satisfaction and retention. Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence., Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Strives to improve service performance. Empowers employees to provide excellent customer service. Establishes challenging, realistic and obtainable goals to guide operation and performance. Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify, Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation., Cross training with other departments like Housekeeping, Sales and F&B to understand the productivity and business strategy., Handling inventory Management and upselling wherever possible., Drive the team to achieve the monthly target in guest Satisfaction score and revenue., Co-ordination with Stores and always make sure that to reduce the costing wherever applicable keeping in mind that quality of service is not compromised., Make sure that hotel is maintained as per the standard and guests are highly taken care with regards to the safety and security.
• Holiday Inn &Suites Bengaluru, Assistant Front Office Manager (HOD), 03/2018, 10/2018, Holiday Inn &Suites Bengaluru is a part of Intercontinental Hotels Group. It is one of the finest 5 star hotels in Bangalore. It offers luxurious rooms, conference halls, gym, swimming pool, restaurants along with world class facilities and services to individuals as well as to businesses, Trains, cross –trains, and retrains all front office personnel. Selection of front office personnel. Evaluates the job performance of each front office employee., Maintains working relationships and communicates with all departments. Resolves guest problems quickly, efficiently, and courteously., Reviews and completes credit limit report. Works within the allocated budget for the front office., Upholds the hotel's commitment to hospitality. Prepare performance reports related to front office., Monitor all V.I.P 's special guests and requests and review Front office log book and Guest feedback forms on a daily basis., Managing and controlling the expense of the department. Monitoring the transportation expense and driving to increase the revenue., Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs., Blocking rooms for PPM and once it is done check each and every PPM room as per Engineering and HK check list and then release to make sure that PPM work is done 100%., Regular patrolling of the property and if finds any unusual things immediately report to concerned department and get it resolved.
• Holiday Inn &Suites Bengaluru, Duty Manager, 09/2015, 02/2018, Holiday Inn &Suites Bengaluru is a part of Intercontinental Hotels Group. It is one of the finest 5 star hotels in Bangalore. It offers luxurious rooms, conference halls, gym, swimming pool, restaurants along with world class facilities and services to individuals as well as to businesses., Oversee night audit function and preparation of daily financial reports. Develop plans to increase occupancy and ADR through walk-ins and up selling at the front desk, Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies, Maintaining statistical and financial records, Training and guiding staff, Managing and controlling the expense of the department, Monitoring the transportation expense and driving to increase the revenue., Identifying the top 5 problem and finding out the route cause and preventive measure. To set target for the team members monthly basis.Preparing the Onboarding schedule for the new joiners, Meeting all check-in and check-out guests daily and also long stay guests once in a week
• Alila hotel & Residences, Duty Manager, 10/2013, 09/2015, Alila hotel & Residence is one of the finest 5 star hotels in Bangalore. It offers luxurious rooms, conference halls, gym, restaurants along with world class facilities and services to individuals as well as to businesses
• ZURI Hotels and Resorts, Guest Relation Executive, 07/2010, 01/2013, Zuri hotel is one of the elite 5 star hotels in Bangalore and offers a range of services from private butler services, fitness and spa centers along with luxurious hotel accommodation, To ensure all guests receive personal recognition, Meet and greet arriving customers and farewell to departing clients, Attend guest needs and queries, promptly and efficiently, Maintain an active presence in the hotel lobby
• Ivy the Unwind Island, Guest Service Associate, 02/2009, 06/2010, Ivy the Unwind Island is 4 star categorized hotel and offers Luxurious rooms, conference halls, Gym and Swimming pool along with fine dining restaurants., Meeting and greeting all guests, dealing with guest complaints and comments, Handling Room reservations, escorting guests to their rooms and make sure that guests are having comfortable stay with us., Assisting Lobby Manager with Monthly and weekly reports, Co-ordination with all other departments for the smooth operation.