Ninad Bhosle
Mumbai,India
Summary
To work in a stimulating and challenging milieu and establish a long-lasting relationship with the organization which would facilitate the maximum utilization and application of my broad skills and expertise in making a positive difference. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
Work History
Guest Relations Officer
Celebrity Cruises
01.2020 - Current
- Handling guest account services like accepting cash payments, cashing checks, or exchanging foreign currencies, will also provide solutions to related issues and inquiries from guests
- Experience in a customer contact position within the hospitality industry, along with cash-handling and a good understanding of exchange rates
- Fast paced logger who maintained accurate records of all guest inquiries and proactively followed up to ensure guest satisfaction
- Front runner of customer service by creating unforgettable experiences
- Brilliant mediator between all departments onboard
- Chosen by the Front Desk Manager to socialize at all special events for VIP guests
- I took pride in delivering STAR Service & building relationship with high profile guests
- Operations knowledge and experience in Retreat, Events and Concierge class.
- Managed approximately 30 incoming calls and emails per hour from guests,
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
- Trained new staff members on company policies, procedures, and customer service standards.
- Maintained consistent positive customer feedback.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Assistant Manager - Front Office
Taj Santacruz, Mumbai
04.2018 - 12.2019
- Handle guest Feedback and respond to them
- Be 'One Point Contact' for all guests and effectively manage guest history system, constantly interacting with guest to solicit feedback and thereby help in improving service design
- Monitor guest feedback system on daily basis to evaluate client satisfaction, suggestions, positive and negative feedback, to understand and respond on same and action service recovery, assuring guest of smooth service in the future, to retain clients and maintain long term relationship with them
- Help balance discrepancies between Finance Department and Front Desk
- Shadow Duty Manager on shift
- Blocking of rooms as per guest's preferences & history before their expected time of arrival
- Ensure smooth and seamless check-in to each of the guest
- Handling Cashier counter and assist in Foreign Exchange / exchange travelers' cheque
- Responsible for supervising, coaching and motivating team members
- Assist Guest Service agents in all reception tasks
- Assisting with the management of team, setting objectives, probationary reviews, appraisals, and training
- Take ownership of guest's requests and needs and ensure immediate action as appropriate.
Front Office Executive - Rooms Controller
The Taj Mahal Palace and Tower, Mumbai
06.2016 - 03.2018
- Room Inventory Management
- Ensuring maximum optimization of room inventory to maximize revenue generation
- Control upgrades in consultation with Front Office Manager and Revenue Manager
- Blocking of rooms as per guest's preferences & history
- Daily Co-Ordination with housekeeping and engineering for work to be carried in rooms so that it does not affect other guests staying in hotel
- Conduct training with regards to room inventory and room inventory management.
Front Office Executive
The Taj Mahal Palace and Tower, Mumbai
12.2015 - 06.2016
- Worked as a Concierge, Cashier, and Shift in charge
- Handle guest Feedback and respond to them
- Be 'One Point Contact' for all guests and effectively manage guest history system, constantly interacting with guest to solicit feedback and thereby help in improving service design
- Monitor guest feedback system on daily basis to evaluate client satisfaction, suggestions, positive and negative feedback, to understand and respond on the same and action service recovery, assuring guest of smooth service in the future, to retain clients and maintain long term relationship with them
- Manage and update guest profile and customize rooms and service
- Monitor all daily reports, logbook, inventories and indents.
Group Co-ordinator
Trident Nariman Point, Mumbai
05.2014 - 11.2015
- Handling of all group reservations
- Liaison closely with travel agents, hotel sales, central reservations & revenue team
- Balancing inventory & handling over bookings
- Coordinating with reception for room allocation & other guest requirements
- Coordinating with accounts department for billing
- Working as a senior group coordinator & heading the group reservations team.
Front Office Executive
Trident Nariman Point, Mumbai
06.2013 - 05.2014
- Assisting guest in checking in & other queries
- Handling of room allocation
- Handling of guest luggage
- Attending to guest complaints
- Working in close liaison with housekeeping, engineering & various other departments
- Handling of foreign currency & money exchange
- Preparing guest bills & efficiently assisting the guest in settlement
- Feeding the data in the system & updating the guest profiles
- Handling the Membership Enrolments & maintaining the records
- Handling the FIT, Group reservations & In-house reservations
- Co-ordinating with the central reservations team & bookers regarding the reservations.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
Industrial Trainee
JW Marriott Hotel, Pune
06.2011 - 12.2011
- Welcome & greet guest at Reception
- Assisted the housekeeping team with cleaning of rooms & public areas
- Worked with the kitchen stewarding team in upkeep of kitchens, banquet cutlery & crockery and setting up of hot plates at restaurant & banquet buffet setups.
Education
Bachelor's degree in Hotel Management -
Dr. D.Y. Patil Institute of Hotel Management And Catering Technology, Pune
Pune, Maharashtra04.2013
Higher Secondary Certificate -
Atmodaya Vidya Mandir, Kandivali (West), Mumbai
Mumbai, Maharashtra01.2010
S.S.C -
St. Lawrence High School, Mumbai
Mumbai, Maharashtra12.2007
Skills
- Demonstrates ability to interact with customers, employees and third parties that reflects highly on hotel, brand, and Company
- Highly responsible & reliable
- Proactive, highly motivated and has excellent interpersonal & communication skills
- Setting a high example regarding punctuality, appearance, attitude, leadership, Guest relations, observance of Hotel Policies and Procedures, loyalty to management and interdepartmental cooperation
- After working India's busiest hotel Trident Nariman Point, Mumbai and India's First Five-star luxury hotel, The Taj Mahal Palace Hotel, Mumbai, it has made me courteous, adaptable and confidence to work in any environment and overcome the challenges
- 5-star service driven individual, with ability to coach and motivate others
- Approachable and visible leader, able to implement and maintain high standards of excellence
- Results oriented, resilient and adaptable professional with over 10 years of service industry experience
- Exceptional people skills with very down to earth and easy-going personality
- Believing in teamwork and importance of achieving goals through teamwork
- Passion for ensuring guest satisfaction and always going above and beyond to provide an enhanced experience
- Good communicating, coordinating & leadership skills with an innovative mind and optimistic attitude hence hoping to implement it in tasks assigned
- Customer Relations
- Staff Training and Development
- Staff Supervision and Management
Accomplishments
- Awarded Employee of the month for the month of December 2022 in Celebrity Cruises.
- Awarded STAR OF THE MONTH for the month of December 2014 in Trident Nariman Point Hotel, Mumbai.
Personal Information
- Height: 5 feet, 11 inches
- Date of Birth: 11/08/91
- Gender: Male
- Marital Status: Unmarried
Activities and Hobbies
- Participation in sports competitions.
- Outdoor activities like Playing Cricket, Tennis, Football & exploring new places.
- Listening to different genres of music.
- Beach clean-up and create awareness.
Languages
Marathi
Native or Bilingual
Hindi
Full Professional
English
Full Professional
Ukrainian
Elementary
Timeline
Guest Relations Officer
Celebrity Cruises
01.2020 - Current
Assistant Manager - Front Office
Taj Santacruz, Mumbai
04.2018 - 12.2019
Front Office Executive - Rooms Controller
The Taj Mahal Palace and Tower, Mumbai
06.2016 - 03.2018
Front Office Executive
The Taj Mahal Palace and Tower, Mumbai
12.2015 - 06.2016
Group Co-ordinator
Trident Nariman Point, Mumbai
05.2014 - 11.2015
Front Office Executive
Trident Nariman Point, Mumbai
06.2013 - 05.2014
Industrial Trainee
JW Marriott Hotel, Pune
06.2011 - 12.2011
Bachelor's degree in Hotel Management -
Dr. D.Y. Patil Institute of Hotel Management And Catering Technology, Pune
Higher Secondary Certificate -
Atmodaya Vidya Mandir, Kandivali (West), Mumbai
S.S.C -
St. Lawrence High School, Mumbai
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