Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

RAKESH SHETTY

Toronto,ON

Summary

Proactive and meticulous hospitality professional with over 9 years of experience in hostel operations management. Proficient in inventory control, revenue management, staff training and development. Detail-oriented team player with expertise generating optimal satisfaction levels through strong multi tasking skills and technical knowledge.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Front Office Manager /Hotel Night Manager

Fairmont Royal York
05.2022 - Current
  • Develop and implement SOPs to maintain the highest level of efficiency in operations at all times.
  • Collaborate closely within the rooms division and other operational departments to ensure seamless coordination of services and guest requests.
  • Reconcile end-of-day reports to determine accurate billing and payment processing.
  • Monitor customer service trends and provide insights to the management team for further improvement.
  • Review guest and staff feedback and make appropriate process advancements to meet needs and address concerns.
  • Analyze data related to administrative costs and spending to control higher departmental costs.
  • Establish team priorities, maintain schedules, and monitor performance.
  • Use industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
  • Manage staff disciplinary actions and handle Trust You feedback to maintain a yearly score of 86%

Front Office Manager

Hampton Inn By Hilton TACC
04.2021 - 05.2022
  • Prepared meeting agendas for GM meetings and took minutes of meetings to archive proceedings.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
  • Loading rates into PMS adhering to sales contract received, balancing inventory, and calculating OB levels on an hourly basis.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Assisting guests with their no-shows, advance deposits, cancellations, amendments, Credit Card authorizations, chargebacks, payment approvals,pending authorizations, etc

Front Office Supervisor

Hampton Inn By Hilton TACC
04.2020 - 03.2021
    • Coached employees through day-to-day work and complex problems.
    • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
    • Dispersed petty cash to employees and collected and managed receipts.
    • Established and updated work schedules to account for changing staff levels and expected workloads.
    • Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
    • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.

Front Desk Agent / NightAuditor

Hampton Inn By Hilton TACC
05.2019 - 04.2020
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.

Senior Operations Executive

WNS Global Services, Expedia INC
01.2018 - 11.2018
  • Built and strengthened relationships across functional leadership areas to keep revenue development effective and interconnected
  • Applied excellent problem-solving skills, process development and strategic implementation skills to lead and support all operational areas
  • Efficiently identified and solved issues impacting direction of business
  • Profile included assisting customers with their Flights, Hotels and Car bookings
  • Guiding users through our online services and helping with queries related to payment/services
  • After Sales service and feedback management
  • Dealing with airlines, hotels and car rental companies for customer needs.

Guest Relations Agent

Hilton Mumbai International Airport
05.2016 - 07.2017
  • Compiled guest responses to help management improve guest relation policies and prevent common conflicts
  • Advised guests about on-property and city attractions
  • Answered multiline telephone systems as a part of MAGIC team to aid guests, direct callers and take messages
  • Welcoming VIP Guests and In-room Check-ins
  • Concierge and Night Auditing Enrollment of guests into Hilton Honors and Upselling of rooms
  • Adhering to QA protocols and SOP at all times
  • Providing excellent guest service and creating a memorable experience for the guests at all times
  • Dealing with security for the hotel during night and handling merchant dispute resolution and payment issues
  • Handling guest queries for amenities, providing courtesy calls before silent hours,providing zip out folio to the rooms, handling guest complaints and providing resolutions, and maintaining high problem resolution score at all times
  • Focusing to maintain the SALT scores above brand standards

Assistant Restaurant Manager

Shubham Restaurant
12.2014 - 01.2016
    • Delivered in-depth training to workers in food preparation and customer-service roles to promote strong performance
    • Created and deployed successful strategies to boost restaurant performance, streamline food preparation process and reduce waste
    • Supervised all areas to maintain hygiene and local Recruitment and Payment of Salaries.
    • Managed team of up to 40 restaurant staff, maintaining exceptional customer service and quality standards.
    • Identified team weak points and implemented corrective actions to resolve concerns.
    • Developed and implemented strategies to improve revenue and profitability.
    • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
    • Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
    • Analyzed sales data to identify trends and adjust purchasing decisions accordingly.

Education

Ontario Graduate Diploma - Global Hospitality Operations Management

Seneca College of Applied Arts And Technology
Toronto, ON
12.2021

Advanced Diploma - Advanced Diploma Hospitality & Tourism Management

Toronto School of Management
Toronto, ON
02.2021

Bachelor of Science - Hospitality and tourism management studies

University of Mumbai
Mumbai, India
06.2014

Skills

  • Staff Management
  • Guest Satisfaction
  • Budgeting
  • Schedule Management
  • Operations Management
  • Workflow Optimization
  • Senior Leadership Support

Languages

English
Full Professional
Hindi
Native or Bilingual

Certification

  • OnQ PMS Training - Hilton University
  • MS-Office suite certified.
  • SMART SERVE and CPR/AED/FIRST AID
  • AOD-OSG and WHMIS

Timeline

Front Office Manager /Hotel Night Manager

Fairmont Royal York
05.2022 - Current

Front Office Manager

Hampton Inn By Hilton TACC
04.2021 - 05.2022

Front Office Supervisor

Hampton Inn By Hilton TACC
04.2020 - 03.2021

Front Desk Agent / NightAuditor

Hampton Inn By Hilton TACC
05.2019 - 04.2020

Senior Operations Executive

WNS Global Services, Expedia INC
01.2018 - 11.2018

Guest Relations Agent

Hilton Mumbai International Airport
05.2016 - 07.2017

Assistant Restaurant Manager

Shubham Restaurant
12.2014 - 01.2016

Ontario Graduate Diploma - Global Hospitality Operations Management

Seneca College of Applied Arts And Technology

Advanced Diploma - Advanced Diploma Hospitality & Tourism Management

Toronto School of Management

Bachelor of Science - Hospitality and tourism management studies

University of Mumbai

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RAKESH SHETTY