IDS
Vikrant Sawant
Hospitality Professional
Summary
Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 10 years of guest service experience in hospitality industry.
Overview
11
11
years of professional experience
1
1
Certificate
3
3
Languages
Work History
Assistant Manager of Guest Services
Ibis Mumbai Vikhroli
02.2023 - Current
- Coordinated special events at the property, enhancing the overall guest experience during their stay.
- Developed training programs for new hires, increasing employee skill sets and reducing turnover rates.
- Supervised a team of guest services associates, fostering a supportive work environment that encouraged professional growth.
- Collaborated with housekeeping staff to ensure timely room availability and optimal cleanliness standards.
- Resolved escalated guest complaints efficiently, ensuring satisfaction and cultivating loyalty among clientele.
- Oversaw day-to-day operations of 250-room hotel with staff of 23 employees.
- Oversaw Food & beverage operations of 130 plus covers restaurant and in room dining operations
Assistant Front Office Manager
Residency Sarovar Portico, Goregaon, Mumbai
01.2020 - 11.2022
- Responsible for daily room inventory managing
- Handling of guest complains with effective resolution
- Authorize charges for late departure, Allowances, Refunds, Paid out
- Interacted with guest by phone, email or in-person to provide information
- Preparing monthly MIS & Flash reports
- Adhere to company credit limit
- Encouraged and mentored employees to boost performance and remove process inefficiencies
- Served as floating manager-on-duty, MOD, to cover shift shortage
- Created training modules in partnership with HR for new hires
- Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
Front Office Duty Manager
Kohinoor Continental, Mumbai
02.2018 - 11.2019
- Created, prepared and delivered reports to various departments
- Handling Group arrivals and departures and act accordingly
- Preparing Weekly Duty Charts
- Check guest registration card and Check out folios
- Night Auditing
- Handling of guest complains with effective resolution
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Enhanced guest satisfaction by efficiently handling front office tasks and promptly addressing inquiries.
Front Office Duty Manager
IBIS, Navi Mumbai
09.2017 - 12.2017
- Defined clear targets and objectives and communicated to other team members
- Maintained professionalism by staying calm when addressing unhappy or angry customers
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Enhanced guest satisfaction by efficiently handling front office tasks and promptly addressing inquiries.
Front Office Duty Manager
ITC FortunePark LakeCity, Thane
03.2017 - 08.2017
- Recruited and developed employees for Front Office department
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Encouraged departmental employees to present positive, exemplary image to Guests
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Front Office Trainee Duty Manager
Sarovar Premiere, Goregaon, Mumbai
06.2013 - 02.2017
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism
- Trained employees in essential job functions.
- Enhanced guest satisfaction by providing exceptional front desk service and addressing inquiries promptly.
Education
Bachelor of Science - Hospitality Administration And Management
Kohinoor College of Hotel Management
06.2010 - 2013.05
Skills
Staff Scheduling
undefinedSoftware
OPERA CLOUD
WINHMS
Certification
Certified Managerial Excellence, Sarovar Hotels & Resorts, 03/01/2021
Timeline
Assistant Manager of Guest Services
Ibis Mumbai Vikhroli
02.2023 - Current
Assistant Front Office Manager
Residency Sarovar Portico, Goregaon, Mumbai
01.2020 - 11.2022
Front Office Duty Manager
Kohinoor Continental, Mumbai
02.2018 - 11.2019
Front Office Duty Manager
IBIS, Navi Mumbai
09.2017 - 12.2017
Front Office Duty Manager
ITC FortunePark LakeCity, Thane
03.2017 - 08.2017
Front Office Trainee Duty Manager
Sarovar Premiere, Goregaon, Mumbai
06.2013 - 02.2017
Bachelor of Science - Hospitality Administration And Management
Kohinoor College of Hotel Management
06.2010 - 2013.05
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