Naleni Sanichar-Mohamed
Brooklyn
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
1
1
Certification
Work History
General Manager
Aloft Hotel
02.2023 - Current
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
Area General Manager
Real Hospitality Group
04.2021 - 02.2023
- Provide the Revenue Management Department with information that includes a market analysis of competitors' rates by market segment for weekday and weekend, and a forecast of local market conditions and special events that may impact occupancy and/or rate.
- Support sales efforts as directed by the Vice President and the Corporate Sales staff.
- Ensure that sales, front office, and reservation staffs are kept informed of rate structure and know how to implement yield management policies and procedures. Train front desk staff to successfully perform all front office operations, and revenue management and central reservations procedures. Train front desk staff to successfully perform selling techniques and procedures for current promotions.
- Be able to produce the annual budget by forecasting changes in operating expenses and labor cost.
- Use business forecasts to manage costs by scheduling labor in accordance with staffing guidelines, control other expenses in accordance with business demand levels, and control utility expenses in accordance with energy management and building operations standards.
- Based on forecasted monthly revenue, adjust controllable expenses to maintain profit margins and achieve planned monthly GOP and NOI (EBIDTA). Explain the causes for budget variances of controllable expenses, take corrective action to avoid future occurrences and adjust spending to eliminate variances.
- Protect the Company's financial assets by properly administering company policies and procedures for handling cash, credit card, accounts payable, accounts receivable, payroll and all other financial transactions. Also, properly administer company policies and procedures for protecting the safety of guests and associates.
- Receive satisfactory scores for internal audits and take action to correct any deficiencies.
- Execute company policies and procedures for purchasing.
- Train staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
- Train staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received. Directly handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property. Directly respond to guest complaint letters and comment cards in accordance with company standards.
- Manage the 100% guarantee process (if applicable) in accordance with standards and eliminate service issues that result in repeated invocations of the guarantee.
- Recruit, select, train, motivate and manage associates to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
- Properly administer company policies and procedures for human resources management, payroll administration, personnel transactions, and fair treatment of associates. Conduct wage surveys to provide input to annual budget and to ensure that the hotel is offering competitive wages.
- When assigned potential management candidates and trainees, train and develop these candidates in accordance with Human Resources programs and guidelines.
- Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
- Receive satisfactory scores for associate satisfaction surveys and take corrective action to correct any deficiencies.
- Maintain acceptable levels of associate turnover.
- Ensure a satisfactory guest experience and protect the Company's physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
- Provide input to the annual capital budget (CAPEX), then manage the implementation within company guidelines and fiscal parameters of owner approved plan and budget.
- Manage the preventative maintenance and quick fix programs in accordance with company standards.
- Receive satisfactory scores for product quality as measured by franchise or independent inspection results and mystery shopper program and take action to correct any deficiencies.
- Increased overall sales performance by implementing strategic business plans and optimizing operational efficiency.
- Strengthened team productivity and collaboration through effective leadership, coaching, and training initiatives.
- Reduced employee turnover by fostering a positive work environment and addressing individual needs for growth and development.
- Enhanced customer satisfaction by driving exceptional service standards and swiftly resolving any issues or concerns.
- Expanded market presence with the successful launch of new products, services, or promotional campaigns.
- Streamlined internal processes to improve workflow efficiency and reduce operational costs.
- Developed strong relationships with key stakeholders, ensuring consistent communication and collaboration on business objectives.
Operational Manager
Gatsby Hotel/Orchard Street Hotel/Redford Hotel
06.2020 - 04.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Analyzed and reported on key performance metrics to senior management.
- Increased profit by streamlining operations.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Devised processes to boost long-term business success and increase profit levels.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Front Desk Supervisor
Gatsby Hotel/Orchard Street Hotel/Redford Hotel
02.2019 - 06.2020
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Monitored cash drawers at checkout stations to verify adequate cash supply.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Trained team members in successful strategies to meet operational and sales targets.
- Maintained transaction security by verifying payment cards against identification.
- Created employee schedules to align coverage with forecasted demands.
- Maintained accurate records of sales and financial transactions.
- Confirmed continual compliance with all applicable laws and regulations regarding store operations.
- Developed and implemented strategies to optimize store sales and profitability.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Educated staff on strategies for handling difficult customers and challenging situations.
Front Desk Agent/Front Desk Supervisor
Wyndham Garden Hotel
11.2018 - 02.2019
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Collected room deposits, fees, and payments.
- Answered customer telephone calls promptly and appropriately handled needs.
- Used internal software (Opera) to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered multi-line phone system and enthusiastically greeted callers.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and hotel operations.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Kept accounts in balance and ran daily reports to verify totals.
- Enforced policies and procedures to increase efficiency.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Prepared reports on guest satisfaction levels and other metrics.
- Coordinated with vendors for repair and maintenance of hotel.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Monitored staff performance and provided feedback and guidance.
- Monitored hotel's budget and financial records.
- Implemented marketing and promotional initiatives to increase occupancy.
- Stored guest valuables in safe and individual boxes for security.
Commercial Banking - Relationship Manager
Republic Bank Limited
03.2000 - 05.2018
- Coached and mentored branch team to uncover sales opportunities among both current and potential business customers.
- Maintained awareness of competitive products, practices and rates in market area.
- Retained and strengthened current relationships and developed new business through various channels such as cross-sell and referrals.
- Met with applicants to obtain information for loan applications and answer questions about loan process.
- Identified prospects, evaluated financial needs and developed new business opportunities through superior consultative and negotiation skills.
- Generated loans and deposits and cross-sold applicable bank services to existing customer base to increase profitability from existing business.
- Interfaced with various internal banking departments to coordinate delivery of other banking services to clients.
- Analyzed needs of clients and prospects to recommend appropriate products or services.
- Managed and developed complex commercial accounts to meet bank's lending requirements and maximize profitability while minimizing risk.
- Strengthened customer relations by providing in-depth and personalized finance support.
- Developed and maintained relationships with customers, lenders and other third parties.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Processed loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork.
- Monitored pipelines to track and log status of loans.
- Explained very technical financial information to applicants in easy to understand language.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Proactively identified solutions for customers experiencing credit issues.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
- Negotiated loan terms and conditions with customers to secure best deal.
- Identified opportunities to cross-sell and upsell loan products to customers.
- Assessed loan portfolios for compliance with underwriting policies.
Temporary Qualified Mistress/Teacher Intern
Ministry Of Education
09.1997 - 08.1998
- Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
- Edited and proofread legal documents to verify accuracy.
- Maintained and updated organized client contact information to keep in touch with clients and provide updates on cases.
- Conducted detailed client intakes and entered information into company database.
- Collaborated with colleagues to design learning outcomes and thoughtfully address individual student needs.
- Reviewed students' classroom assignments, homework and tests to evaluate knowledge of subject material and assign grades.
- Developed activities to help students delve into lessons and obtain hands-on experience.
- Initiated teaching implementing lesson plans and progressed to full-day teaching.
- Assisted lead teachers with planning daily classroom lessons and activities for [Number] students.
- Showed progressing knowledge and abilities by logging observations, teaching times and specific lesson plans for supervisor review.
Education
MBA - Hospitality Administration And Management
Cornell University
Ithaca, NY10.2021
Bachelor of Science - International Relations And Affairs
University of Guyana
Georgetown, Guyana06.2004
High School Diploma -
St. Patrick's High School
Bridgetown, Barbados06.1996
Skills
- Management Team Building
- Administrative Management
- Department Oversight
- Performance Evaluation and Monitoring
- Human Resources Oversight
- Finance and Accounting Oversight
- Customer Service Management
- Records Organization and Management
- Focus and Follow-Through
- Financial Statement Review
- Revenue Forecasting
- Problem Anticipation and Resolution
- Goal Setting
- Cost Reduction
- Sales Promotion
- Staff Scheduling
- Operations Oversight
- Performance Assessment
- Sales Tracking
- Staff Development
- Team Leadership
- Employee Motivation
- Resource Allocation
- Budget Control
- Policy Development and Enforcement
- Financial Oversight
- Cost Control
- Capital Spending
- Customer Relations
- Inventory Tracking and Management
- Capital Expenditures Oversight
- Deadline Management
- Organizational Structuring
- Verbal and Written Communication
- Special Promotions Planning
- Direct Sales
- Relationship Building
- Strategic Planning
- Process Development and Streamlining
- P&L Administration
- Teamwork and Collaboration
- Sales Strategies
- Business Forecasting
- Multitasking and Prioritization
- Business Growth Initiatives
- Delegating Work
- Professional Relationships
- Internal Control Systems
- Improve Performance
- Market and Competitor Research
- Food and Beverage Service
- Budget Controls
- Staff Management
- Hiring and Onboarding
- Strategic Vision
- Goal Attainment
- Industry Standards
- Vendor Selection
- Customer Satisfaction
- Supplier Monitoring
- Inventory Control Processes
- Expense Control
- Motivational Leadership
- Operations Management
- Company Safety Standards
- Employee Performance Evaluations
- Operational Oversight
- Tracking Metrics
- Pricing Strategy
- Talent Acquisition
- Workforce Planning
- Human Resources Management
- Labor Relations
- Corporate Communications
- Regulatory Compliance
- Analytical Thinking
- Supply Chain Management
- Event Planning
- Decision Making
- Problem Solving
- Vendor Relations
- Community Outreach
- Risk Management
- Employee Engagement
- Policy Development
- Change Management
- Marketing Strategy
- Leadership Development
- Team Building
- Time Management
- Process Improvement
- Budgeting and Forecasting
- Performance Management
- Customer Relationship Management
- Brand Management
- Sales Strategy
- Market Analysis
- Staff Training
- Social Media Management
- Project Management
- Conflict Resolution
- Inventory Control
- Financial Management
- Organizational Skills
- Business Development
- Marketing Campaigns
- Sales Leadership
- Revenue Generation
- Customer Retention
- Data Management
- Employee Development
- Schedule Management
- Budget Development
- Effective Leader
- Self Motivation
- Sales Coaching
- Multitasking
- Human Resources
- Excellent Communication
- Employee Relations
- Scheduling
- Marketing Strategies
Certification
F-89 - Fire Life & Safety Director
Timeline
General Manager
Aloft Hotel
02.2023 - Current
Area General Manager
Real Hospitality Group
04.2021 - 02.2023
Operational Manager
Gatsby Hotel/Orchard Street Hotel/Redford Hotel
06.2020 - 04.2021
Front Desk Supervisor
Gatsby Hotel/Orchard Street Hotel/Redford Hotel
02.2019 - 06.2020
Front Desk Agent/Front Desk Supervisor
Wyndham Garden Hotel
11.2018 - 02.2019
Commercial Banking - Relationship Manager
Republic Bank Limited
03.2000 - 05.2018
Temporary Qualified Mistress/Teacher Intern
Ministry Of Education
09.1997 - 08.1998
MBA - Hospitality Administration And Management
Cornell University
Bachelor of Science - International Relations And Affairs
University of Guyana
High School Diploma -
St. Patrick's High School
F-89 - Fire Life & Safety Director
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