KAMAL JOHAR
Abbotsford,BC
Summary
Dynamic and experienced Duty Manager with a proven track record of success in the hotel industry. Possessing strong leadership skills and a passion for delivering unparalleled guest service, I excel in managing day-to-day operations and leading teams to achieve operational excellence. With a keen eye for detail and a commitment to upholding brand standards, I effectively oversee various departments, including front desk, housekeeping, and guest services, to ensure smooth and efficient operations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Duty Manager
Fairfield Inn & Suites By Marriott
06.2023 - Current
- Interacting with guests to ensure their needs are met and addressing any concerns or complaints they may have.
- Overseeing the daily operations of various departments within the hotel, including front desk, housekeeping, and maintenance, to ensure they run efficiently and effectively.
- Managing and directing staff members, including scheduling, training, and performance evaluation, to ensure high levels of customer service and operational excellence.
- Handling any issues or emergencies that arise during the shift, such as guest complaints, technical problems, or staffing issues, in a timely and professional manner.
- Completing administrative duties such as preparing reports, maintaining records, and managing budgets to ensure financial goals are met.
- Ensuring the safety and security of guests, staff, and property by implementing and enforcing hotel policies and procedures.
- Monitoring the cleanliness and maintenance of guest rooms, public areas, and facilities to ensure they meet Marriott standards and guest expectations.
- Assisting with sales and marketing efforts by promoting hotel amenities, services, and special offers to guests and potential customers.
- Participate in weekly Leadership Meetings to review the performance and actions to be taken to enhance guest experience.
- Conduct Daily Promise Meeting with staff to set the tone of day, sharing guest reviews and assign special task for the day.
- Managing Group Sales in the absence of Group Sales Coordinator, starting from group block, signing contracts, create reservations and pre-block of rooms.
- Ensuring compliance with local laws, regulations, and Marriott brand standards in all aspects of hotel operations.
- Acting as a point of contact during emergencies and coordinating with relevant authorities or departments to ensure the safety and well-being of guests and staff.
Front Desk Agent
Hotel Penticton, Ascend Hotel Collection
05.2022 - 05.2023
- Greet guests warmly upon arrival, process their check-ins efficiently, and provide them with information about hotel facilities, services, and local attractions. Also, handle check-out procedures, including processing payments and issuing receipts.
- Assist guests with making reservations, both over the phone and in person. Ensure accuracy in reservation details and handle any modifications or cancellations as needed.
- Assign guest rooms based on their preferences and availability, ensuring that special requests are accommodated whenever possible.
- Address guest inquiries, requests, and complaints promptly and professionally, striving to resolve any issues to the guest's satisfaction.
- Handle incoming calls to the hotel, including inquiries, reservations, and requests for information. Transfer calls to appropriate departments or take messages as necessary.
- Process payments for guest stays, including cash, credit/debit cards, and other forms of payment. Verify payment information and maintain accurate records of transactions.
- Manage cash transactions at the front desk, including handling cash drawers, counting cash, and reconciling cash and credit card transactions at the end of each shift.
- Assist guests with various requests, such as arranging transportation, recommending local restaurants and attractions, and providing directions.
- Monitor the lobby area and maintain awareness of any suspicious activity or safety hazards. Follow hotel security procedures and protocols to ensure the safety of guests and staff.
- Perform various administrative duties, including filing, data entry, and maintaining guest records. Also, assist with general hotel operations as needed.
- Promote hotel amenities and upgrades to guests during check-in or throughout their stay to enhance their experience and increase revenue for the hotel.
- Work closely with other hotel staff members, including housekeeping, maintenance, and management, to ensure seamless communication and cooperation in providing excellent guest service.
Corporate Sales Executive
Country Inn & Suites
08.2019 - 02.2022
- Identify potential corporate clients within your designated market segment through research, networking, and referrals. This may involve cold calling, attending industry events, and leveraging online platforms.
- Build and nurture relationships with corporate clients, understanding their needs, preferences, and budgetary requirements. Serve as the primary point of contact for corporate accounts, ensuring high levels of customer satisfaction and retention.
- Prepare and deliver compelling sales presentations and proposals tailored to the specific needs of each corporate client. Highlight the hotel's amenities, services, and value proposition to demonstrate how it can meet the client's requirements.
- Negotiate pricing, terms, and contractual agreements with corporate clients to secure business while maximizing revenue and profitability for the hotel. Ensure that all contracts are accurately documented and executed in a timely manner.
- Manage and grow existing corporate accounts by maintaining regular communication, addressing client inquiries and concerns, and identifying opportunities for upselling or cross-selling additional services.
- Conduct market research and analysis to identify potential corporate clients, understand market trends, and assess competitive positioning. Develop and implement strategic sales plans to capitalize on market opportunities and achieve revenue targets. Coordinate closely with other hotel departments, including reservations, revenue management, and operations, to ensure seamless execution of corporate bookings and deliver exceptional service to clients. Provide input on pricing strategies, inventory management, and promotional activities.
- Represent the hotel at industry conferences, trade shows, and networking events to build brand awareness, generate leads, and expand your professional network within the corporate sector.
- Maintain accurate records of sales activities, including client interactions, bookings, and revenue projections. Prepare regular sales reports and updates for management review, identifying areas of strength, weakness, and opportunity.
- Provide personalized service to corporate clients throughout the sales process, from initial contact to post-booking follow-up. Ensure that client inquiries are promptly addressed, and any issues are resolved to their satisfaction.
Education
Post Graduate Diploma in Business Administration - Marketing
Symbosis University, Pune
Pune01.2010
Bachelor of Science - Computer Science
Bundelkhand University
Jhanssi04.2008
Skills
- Customer Service Focus
- Time Management
- New Employee Training
- Client Management and Retention
- Negotiations
- Conflict Management
- Problem Solving
Training Programs
- One week training attended on “Young Leaders Development Program” at Indian Institute of Management, Indore.
- Two days training program attended on “Time Management”.
- Two days training program attended on “Negotiation Skills and Conflict Management”.
- Two days training program attended on “Analysis & Problem Solving”.
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Certification
- Emergency First Aid for Industry (OFA Level1), BC, Canada
Timeline
Duty Manager
Fairfield Inn & Suites By Marriott
06.2023 - Current
Front Desk Agent
Hotel Penticton, Ascend Hotel Collection
05.2022 - 05.2023
Corporate Sales Executive
Country Inn & Suites
08.2019 - 02.2022
Post Graduate Diploma in Business Administration - Marketing
Symbosis University, Pune
Bachelor of Science - Computer Science
Bundelkhand University
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