Heet Joshi
Summary
Proactive Assistant General Manager with history of success managing operations, building teams and equipping employees with skills to independently handle business needs. Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals.
Overview
7
7
years of professional experience
Work History
Assistant General Manager
Nature's Inn Kenora
01.2024 - Current
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Business Manager
Pita Pit Canada
08.2021 - 01.2024
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
Hotel Night Manager
Holiday Inn Auckland Airport
01.2020 - 10.2020
- Reviewed nightly reports on hotel performance metrics, using data-driven insights to inform decision-making processes for future improvements.
- Streamlined nightly audit procedures for increased efficiency and accuracy in financial reporting.
- Handled emergency situations with professionalism, maintaining guest safety as the top priority.
- Collaborated with daytime management to maintain consistency in hotel policies and procedures across all shifts.
- Increased efficiency in handling guest complaints by implementing standardized protocols for logging and resolving issues.
- Improved team communication by implementing daily pre-shift meetings for night staff, leading to enhanced productivity.
- Coordinated with housekeeping and maintenance departments to guarantee rooms were prepared according to guest preferences and standards.
- Oversaw all front desk operations during nighttime hours, ensuring smooth check-in/check-out processes for guests.
- Assisted in employee training programs, fostering excellent customer service skills among new hires.
- Conducted regular walk-throughs of hotel property, identifying any areas requiring attention or improvement efforts from relevant departments.
- Oversaw day-to-day operations of 251-room hotel with staff of 4 employees.
Hotel Night Auditor
IBIS Budget Auckland Central
07.2018 - 01.2020
- Balanced hotel accounts and resolved discrepancies.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
- Developed strong working relationships with cross-functional teams to ensure consistency in hotel services throughout all shifts.
Guest Service Team Leader
The Sebel Viaduct Harbour
05.2017 - 06.2018
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Trained new team members on company policies, procedures, and best practices in guest services.
- Optimized staffing levels during peak periods through effective scheduling adjustments, ensuring efficient resource allocation without compromising service quality.
- Implemented strategies to upsell hotel amenities, resulting in increased revenue.
- Monitored reservation system for accuracy and efficiency, reducing booking errors and conflicts.
- Maintained a high level of professionalism in all interactions with guests, setting an example for the rest of the team.
- Established clear communication channels among team members for better coordination of tasks and responsibilities.
- Resolved challenging customer complaints with empathy and professionalism, turning potentially negative experiences into opportunities for relationshipbuilding.
- Monitored staff members' time and attendance to correct issues and provide accurate timesheet information for payroll processing.
- Facilitated smooth room turnovers by working closely with housekeeping staff to prioritize cleaning schedules based on occupancy levels.
- Collaborated with housekeeping and maintenance teams to ensure timely resolution of guest issues.
- Welcomed guests on arrival, displaying professional and friendly approach.
Education
Post Graduate Diploma - Hotel And Resort Management
Lambton College of Applied Arts And Technology
Sarnia, ON12.2022
Diploma - Hospitality Management
NSIA
Auckland, New Zealand12.2017
Skills
- Staff Management
- Inventory Control
- Operations Management
- Staff Development
- Business operations knowledge
- Training and development background
- Employee Scheduling
- Customer Relationship Management (CRM)
- Decision-Making
- Team Leadership
- Training Management
- Quality Assurance
- Administrative Management
- Delegating Work
Languages
English
Full Professional
Timeline
Assistant General Manager
Nature's Inn Kenora
01.2024 - Current
Business Manager
Pita Pit Canada
08.2021 - 01.2024
Hotel Night Manager
Holiday Inn Auckland Airport
01.2020 - 10.2020
Hotel Night Auditor
IBIS Budget Auckland Central
07.2018 - 01.2020
Guest Service Team Leader
The Sebel Viaduct Harbour
05.2017 - 06.2018
Post Graduate Diploma - Hotel And Resort Management
Lambton College of Applied Arts And Technology
Diploma - Hospitality Management
NSIA
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