Vaibhav Dhamale
Pune
Overview
17
17
years of professional experience
Work History
Front office Mana
Sodexo
pune
04.2024 - Current
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Handled customer concerns and escalated major issues to supervisor.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Enhanced working relationships by participating in team-building activities.
- Actively listened to customers to fully understand requests and address concerns.
- Trained and mentored employees to maximise team performance.
- Met schedule using excellent planning and coordination skills.
- Prepared a range of written communications, documents and reports.
- Developed team communications and information for meetings.
- Promoted safe working a safe working environment by implementing regulatory standards, policies and guidelines.
- Developed excellent working knowledge of industry trends and improvements in processes.
Senior Guest relations executive
Sodexo
pune
10.2015 - 08.2023
- Delivered high level of service to customers in effort to build upon future relationships.
- Formed and sustained strategic relationships with clients.
- Monitored operations to keep processes aligned with targets and matching forecasts.
- Reviewed reports, recommendations and requests from subordinate leadership.
- Cultivated strong industry relationships to promote services and improve business operations.
- Evaluated departmental performance and developed improvements to key operations.
- Pioneered customer experience strategies, elevating satisfaction levels and bolstering loyalty.
- Oversaw day-to-day functioning of Front office operation.
Front Office Coordinator
The Neelam Executive
Pune, india
06.2009 - 09.2015
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
- Maintained a tidy and welcoming reception area, reinforcing a professional company image.
- Established and enforced front office policies and procedures to standardise operations and improve service delivery.
- Oversaw the management of the front office budget, carefully controlling expenses and optimising resources.
- Organised staff rosters to ensure adequate coverage during peak times while optimising labour costs.
- Conducted regular staff meetings to share updates, gather feedback, and foster a culture of teamwork and continuous improvement.
- Liaised with housekeeping and maintenance departments to ensure rooms met the hotel's high standards of cleanliness and comfort.
- Prepared detailed reports on front office performance, highlighting achievements and identifying challenges for management review.
- Enhanced guest loyalty through the development of personalised services and recognition of repeat visitors.
Education
A-Levels - hotel management
Pune University
Pune, IN-MH01-2009
A-Levels - science
Hutatma Rajguru Mahavidyalaya
Pune01-2003
Skills
- Guest excellence
- Client relations
- Complaint management
- Conflict resolution
- Performance evaluation
- Staff training
- Report preparation
- Strategic relations
- Problem-solving
- Deadline management
- Quality Assurance
- Leadership
- Team building
- Communication skills
- Active listening
- Calm under pressure
Languages
Marathi
Proficient
C2
English
Advanced
C1
Hindi
Advanced
C1
Interests
- Listening Music
- Reading books
- Playing Cricket
Timeline
Front office Mana
Sodexo
04.2024 - Current
Senior Guest relations executive
Sodexo
10.2015 - 08.2023
Front Office Coordinator
The Neelam Executive
06.2009 - 09.2015
A-Levels - hotel management
Pune University
A-Levels - science
Hutatma Rajguru Mahavidyalaya