Sreenath Murali

• Streamlined daily operations to enhance guest satisfaction and service efficiency.
• Mentored staff in customer service best practices, resulting in improved team performance.
• Implemented cost control measures that reduced operational expenses without compromising quality.
• Coordinated training programs for new hires, ensuring compliance with hotel standards and procedures.
• Developed and maintained strong relationships with vendors to optimize supply chain processes.
• Analyzed guest feedback to identify areas for service improvement and implement actionable solutions.
• Led departmental meetings to foster collaboration and align team objectives with hotel goals.
• Oversaw budget management, monitoring expenditures to ensure financial targets were met consistently.
• Handled cash accurately and prepared deposits.
• Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
• Increased customer satisfaction by addressing and resolving concerns in a timely manner.
• Resolved problems promptly to elevate customer approval.
• Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
• Improved operational workflows, resulting in smoother running of establishment.
• Analyzed sales data to identify and capitalize on trends, driving revenue growth.
• Upgraded technology systems, enhancing overall business efficiency and customer interaction.

• Managed customer complaints and rectified issues to complete satisfaction.
• Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
• Mentored new staff on correct procedures, compliance requirements and performance strategies.
• Managed tasks and responsibilities for front office employees when the team was understaffed.
• Worked with room service, housekeeping, maintenance and security to meet all guest needs.
• Developed lasting relationships with guests that built loyalty and drove hotel revenue.
• Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
• Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
• Arranged special accommodations for guests to maintain optimal satisfaction.
• Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
• Balanced hotel accounts at end of each shift.
• Provided concierge services for guests.
• Responded to guest reviews on TripAdvisor, Booking.com, and other websites typically within 48 hours.
• Resolved guest complaints promptly and followed-up to verify restored satisfaction.
• Facilitated front desk operations for busy high-volume hotel.

✓ Ensuring outstanding customer care at all times.
✓ Maintaining a friendly, cheerful and courteous demeanor at all
times.
✓ Courteously and accurately answering inquiries from potential
guests and accepting hotel reservations.
✓ Overseeing and coordinating all arrivals and departures of
special guests (VIPs, SAs etc.)
✓ Running daily reports at the beginning of shift to be informed
about all arriving guests, special instruction & follow up notes.
✓ Responding to all priority emails during the entire shift
✓ Taking handover from the previous shift to be well informed
about activities going on in the hotel & reading the Manager on
Duty log to be informed about important situations that
happened during the day.
✓ Following up with Housekeeping on all room requests, room to
clean & VIP Arrivals.
✓ Being informed about the ongoing events in the hotel to direct
guests accordingly.
✓ Making a note of the group arrivals, their billing instructions &
other important information & discussing it with the staff on
your shift.
✓ Responding to telephone and in-person inquiries regarding
reservations, hotel information and guest concerns.
✓ Using suggestive selling techniques to sell room nights to walk
in guests, & trying to increase occupancy and revenue.
✓ Supervising daily shift process ensuring all team members
adhere to standard operating procedures.
✓ Creating incident reports for any guest/staff injuries or
accidents at the hotel property as & when required.
✓ Training, directing the work of, resolving issues/problems and
coaching/counseling the front desk team members to ensure a
quality operation.
✓ Resolving customer issues, complaints, problems in a quick,
efficient manner to maintain a high level of customer
satisfaction and quality service.
✓ Adhering to company credit limit / floor limit policies.
✓ Allocating rooms to expected arrivals after checking the guests
preferences and special requests.
✓ Building strong relationships and liaise with all other
department's especially housekeeping, reservations etc.
✓ Assisting PABX incoming & outgoing calls, guest requests &
cancellation calls for approval
✓ Cross checking all billing instructions are correctly updated by
running credit limit reports & charging high balance guests.
✓ Controlling cash transactions at the front desk and maintaining
complete responsibility for personal bank.
✓ Supervising the operations of the front desk to ensure an
optimal level of service and hospitality is provided to the
guests.
✓ Performing other duties as assigned, requested or deemed
necessary by management.
✓ Ensuring safety by following guest check in and security
procedures and reporting suspicious activity to security or
MOD.
✓ Participating in hotel committees and task force assignments.
✓ Assisting all departments in servicing the guests during high
volume periods.
✓ Taking responsibility in the absence of the Duty
Manager /Front office manager.

✓ Running daily check in & check out operations of the property
✓ Printing daily reports & work on arrivals & departures for the
day
✓ Creating Registration Forms & C Forms for guests arriving on
the day
✓ Listening carefully to the requests and inquiries made by the
guests and providing them with the required information
✓ Handling the complaints of the guests or any issues they may be
having and trying to solve it immediately
✓ Collecting the payment at check in and to ensure that it is
correct. Check whether all the guest charges have been posted
and that the computed bills are accurate
✓ Possessing good knowledge of the location of various rooms,
their rates and amenities, and the strategies that needed to be
followed while selling them
✓ Attending the special requests made by the potential clients and
reserve or block the room as per their instructions
✓ Ensuring that all the check in procedures, safety measures are
being followed and to adhered by all the related work rules
✓ Helping in generating the sales by promoting special services
offered, thus generating more revenue for the organization.
✓ Organizing and maintaining files and records & updating when
necessary
✓ Overseeing sorting and distribution of incoming mail
✓ Preparing outgoing mail (envelopes, packages, etc.)
✓ Handling company inquiries
✓ Organizing bookkeeping and issue invoices/checks
✓ Recording meeting minutes and dictations
✓ Performing inventory of office supplies and order what is
needed
✓ Schedule the appointments of the organization's clients and
remind them about the same.

• Setting up tables, removing used dishes and preparing simple
  dishes.
  ✓ Taking food and drink orders from customers accurately and with
  a positive attitude.
  ✓ Writing patrons' food orders on order slips, then entering orders
  into computers for transmittal to kitchen staff.
  ✓ Engaging with customers in a friendly manner.\
  ✓ Having knowledge of the menu, with the ability to make
  suggestions.
  ✓ Ensuring tables are enjoying their meals and take action to
  correct any problems.
  ✓ Collecting payments from tables.
  ✓ Responsible for handling front office reception and
  administration duties
  ✓ Greeting clients and setting a positive office atmosphere
  ✓ Answering the phone, taking messages, and redirecting calls to
  appropriate offices.
  ✓ Managing meeting spaces

✓ Preparing checks that itemize and total meal costs and sales taxes

• Did my Summer Industrial Exposure Training at ‘Hilton Mumbai
  International Airport Hotel' for 22 weeks in 4 core departments
  namely, Front Office, Food & Beverage Service, Housekeeping &
  Food Production
• Counted raw materials and equipment to support inventory cycle counts.
• Reviewed and corrected data and reorganized files.
• Communicated with multidisciplinary team to learn and develop practical skills.