TENEYSHA PUJARI
Brampton,ON
Summary
Results-driven and dedicated hospitality professional with a proven track record of delivering unparalleled guest experiences. Proficient in cultivating a guest-centric culture and leading teams to achieve high service standards. Skilled in collaborating with cross-functional departments to enhance overall operational efficiency. Adept at analyzing guest feedback, implementing proactive solutions, and fostering a positive work environment focused on teamwork and continuous improvement. Passionate about exceeding guest expectations and driving success in the front office management role.
Overview
5
5
years of professional experience
Work History
FRONT OFFICE MANAGER
RESIDENCE INN BY MARRIOTT
11.2022 - Current
- Collaborated with the management to discuss challenges, propose improvements, and align departmental goals with operational strategies
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Established, implemented training and procedures for the front desk to ensure all staff is properly trained on the PMS, service standards. Ensured a state of constant preparedness of the team for both, internal and external audits
- Utilized GuestVoice and various platforms to analyze guest satisfaction data, resulting in ranking among the top 20 in Canada for the highest ITR (Guest Satisfaction Score) in 2023
- Attained outstanding outcomes in brand standard audit, securing an overall score above 95% positioning the property in the coveted 'green zone' for compliance with brand standards
- Consistently exceeded Marriott Bonvoy enrollment goals, achieving a success rate of 7% above the 4% target every month. Recognized with quarterly rewards from Marriott Bonvoy for exceptional performance
- Ranked number one for Marriott Bonvoy enrollment goals in November 2023, showcasing strong leadership and strategic implementation of enrollment initiatives
- Achieved budgeted revenues, controlled labour costs and maximized profitability within all areas of front office. Assisted the General manager in the preparation of the annual departmental operational budget and financial plans
- Accurately prepared and presented 30-60-90 reports to upper management, forecasting revenue operations per market segments
- Utilized hotel management software and advanced technologies adeptly to monitor and optimize front office operations, resulting in a 20% reduction in delay times. Stayed up-to-date with industry trends, technological advancements and utilized resources such as GXP, Marriott's guest experience platform to integrate innovative solutions and enhance overall service delivery
FRONT OFFICE SUPERVISOR
RESIDENCE INN BY MARRIOTT
10.2021 - 11.2022
- Led the supervision and coordination of front office personnel. Provided valuable guidance, training, and support to foster a cohesive and efficient working environment. Instilled a guest-centric culture within the front office staff to enhance overall guest satisfaction
- Handled and resolved guest complaints promptly, ensuring a superior guest experience. Oversaw the check-in and check-out processes to guarantee a seamless and positive experience for all guests
- Analyzed team performance to identify training needs and opportunities, subsequently designing and conducting tailored training sessions. Evaluated staff performance post-training, delivering constructive feedback to foster continuous improvement and professional development
- Filed incident reports and handled inappropriate behavior to document problems and disturbances
- Collaborated closely with the Front Office Manager actively contributing to the strategic management and control of room inventory to optimize revenue and occupancy levels
FRONT DESK AGENT
RESIDENCE INN BY MARRIOTT
01.2021 - 10.2021
GUEST SERVICE AGENT
COURTYARD BY MARRIOTT
08.2019 - 01.2021
Education
Post-Grad Certificate - Human Resources Management
Sheridan College Institute of Technology And Advanced Learning
Mississauga, ON08.2020
Post-Grad Certificate - Hotel, Resort And Restaurant Management
Centennial College of Applied Arts And Technology
Scarborough, ON08.2019
Bachelor of Science - Hospitality & Hotel Operations
Institute of Hotel Management
Mumbai05.2018
Skills
Leadership
Customer Service
Relationship Management
Process Improvement
Staff Management
Accomplishments
MSB - Silver Circle Award, Residence Inn by Marriott
Highest Marriott Bonvoy Enrollments, Residence Inn by Marriott
Timeline
FRONT OFFICE MANAGER
RESIDENCE INN BY MARRIOTT
11.2022 - Current
FRONT OFFICE SUPERVISOR
RESIDENCE INN BY MARRIOTT
10.2021 - 11.2022
FRONT DESK AGENT
RESIDENCE INN BY MARRIOTT
01.2021 - 10.2021
GUEST SERVICE AGENT
COURTYARD BY MARRIOTT
08.2019 - 01.2021
Post-Grad Certificate - Human Resources Management
Sheridan College Institute of Technology And Advanced Learning
Post-Grad Certificate - Hotel, Resort And Restaurant Management
Centennial College of Applied Arts And Technology
Bachelor of Science - Hospitality & Hotel Operations
Institute of Hotel Management
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