Vikas Shokeen

• Developed and implemented office management procedures, increasing training efficiency, team productivity and accuracy.
• Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
• Achieved all specific team objectives and collection activity.
• Trained team members on new hotel services and products to support promotional efforts.
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
• Resolved issues through active listening and open-ended questioning, escalating major problems to General Manager.
• Utilized guest feedback efficiently to maintain guest exeperience scores and increase revenue by upselling available resources.
• Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
• Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
• Oversaw quality control and productivity rates to increase revenue.
• Recruited, hired, trained and supervised staff and implemented mentoring program that offered positive employee engagement.
• Maintained accurate, current and compliant financial records by monitoring and addressing variances.
• Monitored front areas so that any questions could be responded to quickly and effectively.
• Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.

• Implemented new training programs for administrative personnel on office operations and latest technologies.
• Directed and motivated front office staff to deliver exceptional guest satisfaction scores.
• Prepared meeting materials and took clear notes to train the team on any new changes in existing process or new implementation via head office.
• Completed monthly and quarterly departmental reports for senior management.
• Oversaw administrative budget by maintaining optimal controls and tracking expenses to meet financial goals.
• Created training modules in partnership with HR for new hires.
• Delivered clerical support by handling range of routine and special requirements.
• Recommended strong business plans, operational decisions and financial processes to support business sustainability.
• Encouraged and mentored employees to boost performance and remove process inefficiencies.
• Interacted with customers by phone, email or in-person to provide information.
• Trained new-hires on procedures to better service customers.

• Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
• Initiated plans to improve customer relations, quality standards and service efficiency.
• Developed schedules for employees per shift.
• Set goals for department and supported employees in meeting expectations.
• Adhered to brand guidelines to maintain total compliance.
• Trained employees in essential job functions, including trainees.
• Reduced workflow inconsistencies by recruiting and hiring capable staff members.
• Directed training and retraining of employees to boost performance and enhance business results.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Defined clear targets and objectives and communicated to other team members.

• Established and developed highly efficient and dependable front office team by delivering ongoing coaching and motivation and fostering career advancement.
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
• Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
• Successfully completed special projects to exceed goals of both department and overall organization.
• Authored clear and professional business documents.
• Delivered top-notch administrative support to office staff, promoting excellence in office operations.
• Transferred and directed phone calls, guests and mail to correct staff members.
• Created and implemented standard operating procedures for records handling.
• Completed forms, reports, logs and records to quickly handle all documentation for further reference to management.

• Greeted visitors and guests upon arrival, offered assistance and answered questions to build rapport and retention.
• Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
• Collected room deposits, fees and payments.
• Executed positive demeanor to each and every guest approaching front desk.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Promoted local entertainment and sporting events and offered details to assist patrons.
• Answered customer telephone calls promptly and appropriately.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Politely welcomed arriving guests, providing room keys and information on amenities and policies.
• Confirmed relevant guest information and payment methods to prevent fraud.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Maintained transaction security by verifying payment cards against identification.
• Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.

Developed and actualized customer service initiatives to decrease wait times.

• Provided primary customer support to internal and external customers.
• Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Recommended products to customers, thoroughly explaining details.
• Answered constant flow of customer calls with minimal wait times.