NITIN PURI
Delta,BC
Summary
Dynamic and versatile professional with a proven track record in front office management. Proficient in cross-training and developing staff, overseeing business reporting, and managing time-keeping operations. Trusted to handle on-call responsibilities during shift shortages, ensuring smooth operations. Renowned for fostering engaging, customer-centric environments that prioritize employee satisfaction and elevate guest experiences.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest Services Manager
Sheraton Vancouver Airport Hotel
02.2022 - Current
- Directed and supervised proficient team of about 50 front office personnel encompassing Front Desk, Night Audit, Switchboard, Bell Desk, and Airport Attendants within 390-room hotel setting.
- Facilitated seamless coordination with two sister hotels to accommodate airline delay passengers from Vancouver International Airport (YVR), while ensuring uninterrupted operation of 24/7 shuttle bus service.
- Administers various administrative tasks, including report analysis and communication with internal and external departments, vendors, and corporate personnel. Additionally, supervises room allocation, guest check-in/check-out processes, and registrations.
- Facilitating scheduling and payroll management for hourly team members while ensuring adherence to union policies and regulations.
- Implemented new Marriott training programs and franchise brand standards for front office team. Ensured team readiness for yearly Brand standard audits and maintained guest satisfaction survey ratings above targeted goals.
- Assisted HOD with recruitment, training, purchase orders, revenue and budget management, and conflict resolution among team members. Collaborated with other departments to develop strategies for ensuring smooth operations.
- Ensuring optimal customer relations and safeguards hotel's interests by promptly addressing and resolving all customer complaints and issues.
Sales Coordinator
Sandman Hotel & Suites
12.2021 - 07.2022
- Managed group blocks and room inventory efficiently using Maestro and Opera Cloud systems. Prepared detailed contracts to ensure availability and smooth hotel operations.
- Produced and edited sales reports, inputting tentative and running sales figures alongside booked room nights for accuracy. Maintained maximizer report, updating it after each day's sales calls to ensure data integrity.
- Provided vital support to Sales Manager by managing email inquiries and promptly following up on room rate quotations.
- Managed events calendar, providing regular updates on upcoming events and upselling opportunities to sales manager and front office team.
- Improved sales processes for better efficiency and customer satisfaction. Offered excellent customer service by promptly addressing inquiries and resolving issues.
Night Audit Supervisor
Crowne Plaza Kitchener-Waterloo
02.2019 - 05.2020
- Conducting night audit procedures for hotel with 201 guest rooms, banquet space, in-house restaurant, and active fitness club.
- Investigated auditing discrepancies through cash drop and credit card transaction reconciliation. Balanced shifts by aligning sales on PMS & POS systems. Contributed to increased hotel revenue by accurately balancing daily transactions and identifying discrepancies.
- Handling and assisting guests while completing overnight hotel procedures on Opera & Micros, including applying proper codes to invoices, processing payments, conducting bucket checks, and preparing revenue reports.
- Ensured smooth operations during overnight hours, coordinating with various departments to address guest needs and requests.
- Briefed security team on safety protocols, ensured locked entry doors, conducted regular patrols, and monitored security cameras for guest and hotel safety.
- Preparing pass-on reports and emailed night audit reports to management. Facilitated seamless communication by conveying essential information during morning shift handover.
Guest Service Agent
Crowne Plaza Kitchener-Waterloo
01.2019 - 04.2019
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Efficiently managed guest check-ins and check-outs, addressing inquiries and resolving issues promptly and courteously.
- Managed phone and email communications professionally, providing information and assistance to guests and colleagues.
- Handled reservations, room assignments, and special requests with accuracy and attention to detail, optimizing guest satisfaction.
- Upheld hotel policies and procedures to maintain security and confidentiality of guest information.
Education
Post Graduate Diploma - Hospitality & Business
Conestoga College Institute of Technology And Advanced Learning
Kitchener, ON08.2019
Bachelor of Science - Hospitality Management
National Council of Hotel Management
Delhi08.2017
Skills
- Decision-Making Capabilities
- Customer Relationship Management
- Implementing Policies
- Strategic Planning and Analysis
- Property Management Systems
- Reservations Management
- Rooms division management
- Budgeting and forecasting
- MS Office
Certification
- Occupational First Aid Level 2
- Opioid Poisoning Response Training
- Travel Proud Training By Booking.com
- Food Safe Certification
Languages
Hindi
Native or Bilingual
English
Full Professional
Timeline
Guest Services Manager
Sheraton Vancouver Airport Hotel
02.2022 - Current
Sales Coordinator
Sandman Hotel & Suites
12.2021 - 07.2022
Night Audit Supervisor
Crowne Plaza Kitchener-Waterloo
02.2019 - 05.2020
Guest Service Agent
Crowne Plaza Kitchener-Waterloo
01.2019 - 04.2019
Post Graduate Diploma - Hospitality & Business
Conestoga College Institute of Technology And Advanced Learning
Bachelor of Science - Hospitality Management
National Council of Hotel Management
- Occupational First Aid Level 2
- Opioid Poisoning Response Training
- Travel Proud Training By Booking.com
- Food Safe Certification
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