DIPALI NAIK
Mississauga,ON
Summary
Seasoned hotel manager with 11 years of experience in fast-paced Luxury hospitality environment. Excellent leadership and people skills. Motivated and driven to lead by example. Readily available to help other departments and my own to succeed and progress. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Front Office Manager
Four Points Sheraton & Element Toronto Airport
03.2022 - Current
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managing budget, closely working with Revenue team for sales strategy,forecasting occupancy, monitoring department expenses.
- Staffing efficiently as per occupancy,mentoring,coaching duty managers,supervisor and guest services agent. Ensure all Marriott digital trainings are completed on time.
- Personally handle guest issues especially Mariott Elite members, have smooth service recovery arrivals. Assign long stayers to each manager to make personal connection. Meet every Ambassador guest possible during their stay. Action surveys on all platform.
- Coordinate with maintenance for regular check for fire panel, health and safety, redo security policies when needed.
- Generate matrix reports and share score with all departments,co-ordinate with departments for smooth operation.
Asst. Front Office Manager
One King West Hotel & Residence
03.2019 - 03.2022
- Work efficiently in a high-pressure environment and ability to handle stress
- Successfully led and managed multiple operations during COVID-19 resulting in minimum disruption to the business by strategizing, cost controlling and driving team effencies
- In 2019, 2020 & 2021 Front Office team exceeded all targets in Revinate
- Despite being a stand-alone property, we contributed in brining the Hotel in Top 10 performer amongst all other hotels in Toronto
- TripAdvisor ranking improved to steady #10 from mid 2019 onwards
- Actively participating in business reviews meetings and operations meetings to maximize income and profits, achieving an increase of 10-15% of total revenue
- Exercise yielding and revenue management on daily basis
- Integral role in task force and migration project from Opera-to-Opera cloud PMS system of the hotel
- Assume authority of hotel in the absence of General Manager and Hotel Manager
- Hiring and Training of all front office staff
Guest Services Manager
The Westin Nova Scotian
12.2017 - 01.2019
- Created and implemented all Front Desk, Bell, Concierge operational procedures
- To maintain and ensure guest services and VIP procedures are followed in accordance with Marriott standards
- In charge of arranging special amenities and handling all request for all special occasions, VIPs, groups and Bonvoy members
- Display a pro-active and leading role in terms of service, culture, development, team image, systems, procedures and skill development
- To act as a duty manager for the hotel, ensuring all guests are satisfied, both internal and external.
Duty Manager
Four Points Sheraton Vaughan
01.2015 - 04.2017
- Effectively ensured timely and accurate customer service
- Maximized profit by taking advantage of opportunities in the closing guest sales and handling of the corporate bookings while setting up the hotels rates
- Responsible for scheduling shifts, training and supervising team members and conducting performance reviews
Guest Relation Supervisor
Renaissance And Marriott Executive Apartments
11.2012 - 04.2014
- Developed system for guests to report any issues and they would get an immediate response
- Restructured the guest service group to give more coverage to the areas that guests considered important
- Administered elite guest arrivals and meeting the specific guest requests
- Ensure Elite Program is followed and our Top VIP guests are flagged
Education
Post Grad Diploma - Tourism and Travel- Operations
Seneca College
Toronto, ON08.2015
Post Grad Diploma - Hospitality and Tourism Management
Niagara College
Niagara Falls, ON12.2014
Bachelor of Science - Resort And Hotel Management
Mumbai University
Mumbai03.2012
Skills
- Exceptional customer service skills as results of 11 years experience
- Outstanding problem solving and active listening skills-able to diffuse guest situations with tact and ease
- Computer applications experience with Microsoft Word, Excel and PowerPoint
- Possess excellent ability to build productive relationships, resolve complex issues and gain loyalty
- Hotel Information systems includes: Wynn guest, Lightspeed, Opera PMS version 50, Opera cloud, HOTSOS, ADP, GXP and ILeftmystuffcom
- Awards include: Leader of quarter and Manager with highest number of reviews in guest surveys and TripAdvisor
- Was a part of success at One King West team to bring hotel from number 17 to amongst 10 of 137 hotels
- Ensuring new ideas and technique to promote and motivate team members to enhance guest satisfaction scores
- Securing departmental score in overall hotel scores for eg: have driven Intent to recommend score from 45% to 80% yearly, elite appreciation from 50% to 70% guest response scores to be 100% and all brand standard matrix 80% and above
- Successfully managed dual branded properties twice in career with Marriott both Canada and internationally
- Experience and knowledge of hospitality market in downtown, airport and suburban area and its demand and supply
- Helping Human Resources for new hire setup, onboarding, back ground check scheduling interviews, disciplinary actions, training
- Worked during and post COVID to setup teams, hire and organize back to normal work environment
Certification
- Standard First Aid & CPR/AED Level C by Canadian Redcross
- TICO Certified
- Smart Serve Certified
- Security Certificate in Managing of Resistive Behaviors (MORB) by Stay Safe Instructional Program
- Certified Guest Service Professional from American Hotel and Lodging Educational Institute
- Supervisor health and awareness in five steps under Ontario regulation 297/13
Timeline
Front Office Manager
Four Points Sheraton & Element Toronto Airport
03.2022 - Current
Asst. Front Office Manager
One King West Hotel & Residence
03.2019 - 03.2022
Guest Services Manager
The Westin Nova Scotian
12.2017 - 01.2019
Duty Manager
Four Points Sheraton Vaughan
01.2015 - 04.2017
Guest Relation Supervisor
Renaissance And Marriott Executive Apartments
11.2012 - 04.2014
Post Grad Diploma - Tourism and Travel- Operations
Seneca College
Post Grad Diploma - Hospitality and Tourism Management
Niagara College
Bachelor of Science - Resort And Hotel Management
Mumbai University
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