JAYANTI GHOSH
Wellington,New Zealand
Summary
Knowledgeable and dedicated guest service professional with extensive experience with 5* luxury hotels. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with guests, Motivated to maintain guest satisfaction and contribute to company success. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Hardworking and passionate job seeker with strong organizational skills eager to secure the Guest Relation position. Ready to help team to achieve the company goals.
Overview
11
11
years of professional experience
Work History
Supervisor – Housekeeping
The Sebel Hotel (72 Rooms)
10.2023 - Current
- To assist the Housekeeping Manager in overseeing the Housekeeping operations ensuring that the hotel standards and procedures are fully known and followed.
- Training in-charge: Imparting training to the team members and ensuring adherence to departmental standard operating procedure and work in highly motivated environment
- Focusing on guest questioner regularly to achieve maximum guest satisfaction.
- To ensure that all the rooms are prepared and inspected as per standards and according to guest requests and needs.
- To be involved in sustainable development and to apply energy and waste management
- To supervise cost control and to suggest saving programs
- To ensure all linen and uniform management and handling procedures are respected
- To supervise and control Lost and Found, maintain records and mail packages to clients
- To make regular room and public area inspections
- To ensure a close co-ordination with the Front Office, Maintenance depatment regarding usual and unusual guest requests
- To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction
- To ensure a proper coverage and supervision of the Housekeeping sections at all times
- To set performance targets for all associates and constantly monitor and increase team productivity
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups
- To ensure the strict control of room keys and section keys
- To implement and follow up daily check lists
- To respect schedules, terms and deadlines as agreed with the Management
- To conduct a daily line up briefing with the Housekeeping supervisors to recapitulate tasks and activity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Maintained database systems to track and analyze operational data.
- Devised and implemented processes and procedures to streamline operations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Evaluated employee performance and coached and trained to improve weak areas.
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Solicited customer feedback to identify and improve on areas of weakness.
- Boosted team performance by developing customer service training materials and conducting service training.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Loyalty and Guest Experience Manager
JW Marriott Hotel (415 Rooms)
12.2021 - 10.2022
- Working with HOD -Front Office to ensure all employees deliver the brand promise and provide exceptional guest service at all times
- Personally greet and welcomes VIP’s.
- Ensure all employees are familiar with the products and services, policies and other important information
- Handle all customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
- Spends time in the sub department areas to ensure that the area is managed well by the respective team and deliver the brand promise
- Maintains positive customer and colleague interactions with good working relationships
- Co-ordinates VIP movements with relevant Departments as advise
- Assist the front office manager in smooth function of the daily department operations
- Conduct regular checks/audits to ensure that the procedures are up to the standards and are followed efficiently
- Make sure that the daily staffing is properly managed in all the other departments, coordinating it with the front office manager
- Conduct regular trainings on guest loyalty programs, brand standards and various situations to make the associates/managers prepared at all times
- Handling evening operation in Executive Lounge and delivering the best experience to all the Guests.
- Enhanced guest satisfaction by implementing personalized service initiatives for VIP clients.
- Streamlined front desk operations for improved efficiency and reduced wait times.
- Developed relationships with local businesses, resulting in increased referrals and repeat bookings.
- Trained new team members on company policies and procedures to maintain consistent guest experience standards.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance departments to ensure prompt resolution of room issues affecting the guest experience.
- Organized special events tailored to guests'' interests, promoting engagement and loyalty within the hotel community.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Conducted regular inspections of hotel facilities, ensuring cleanliness, safety, and compliance with brand standards.
- Improved overall online ratings by addressing negative reviews constructively and showcasing improvements made as a result of guest feedback.
- Mentored junior staff members in best practices for delivering outstanding service experiences to guests from diverse backgrounds.
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing staff with comprehensive training.
- Optimized inventory management processes resulting in decreased waste levels while maintaining adequate stock levels to meet guests'' needs.
- Coordinated internal communications between departments effectively, reducing misunderstandings or delays impacting the guest experience negatively.
- Developed loyalty programs that rewarded frequent guests, fostering long-lasting relationships and increased customer retention.
- Greeted guests upon arrival and offered assistance.
- Recommended hotel services or amenities that guest may find useful.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Maintained consistent positive customer feedback.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Provided guest assistance and recommendations for tourist attractions.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained new staff members in customer service techniques and hotel operations.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Prepared reports on guest satisfaction levels and other metrics.
- Monitored staff performance and provided feedback and guidance.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enforced policies and procedures to increase efficiency.
- Monitored hotel's budget and financial records.
- Coordinated with vendors for repair and maintenance of hotel.
Assistant Manager – Sales
JW Marriott Hotel (415 Rooms)
10.2021 - 12.2021
- Two fruitful months in Sales department
- Responsible for driving business from competition segments like target and tap accounts of competition hotels drive those business to our hotel
- Successful conducted PIE (Partners In Excellence) to generate leads for the hotel
- Trained the MICE with an ability to multi-task in fast paced environment at the hotel-Managed and directed On the Job trainees to cope up with the sales processes.
- Developed strong relationships with key clients by providing exceptional service and support, leading to repeat business and referrals.
- Resolved escalated customer complaints quickly and professionally, maintaining high levels of customer satisfaction while protecting company interests.
- Developed a loyal customer base through regular follow-up contacts after initial purchase transactions, encouraging repeat business over time.
- Consistently exceeded individual sales targets by employing persuasive communication skills and expert product knowledge when interacting with customers.
Assistant Manager – Housekeeping
JW Marriott Hotel (415 Rooms)
01.2020 - 12.2021
- To assist the Assistant Executive Housekeeper in overseeing the Housekeeping operations ensuring that the hotel standards and procedures are fully known and followed
- Training in-charge: Imparting training to the team members and ensuring adherence to departmental standard operating procedure and work in highly motivated environment
- Focusing on guest questioner regularly to achieve maximum guest satisfaction
- To ensure that all the rooms are prepared and inspected as per standards and according to guest requests and needs, including the Turn Down service
- To be involved in sustainable development and to apply energy and waste management
- To supervise cost control and to suggest saving programs
- To ensure all linen and uniform management and handling procedures are respected
- To supervise and control Lost and Found, maintain records and mail packages to clients
- To make regular room and public area inspections
- To ensure a close co-ordination with the Front Office, Engineering, Food and Beverage as well as the Guest Relation regarding usual and unusual guest requests
- To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction
- To ensure a proper coverage and supervision of the Housekeeping sections at all times
- To set performance targets for all associates and constantly monitor and increase team productivity
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups
- To ensure the strict control of room keys and section keys
- To implement and follow up daily check lists
- To respect schedules, terms and deadlines as agreed with the Management
- To conduct a daily line up briefing with the Housekeeping supervisors to recapitulate tasks and activity.
Assistant Manager – Housekeeping
JW Marriott Hotel (415 Rooms)
11.2018 - 06.2019
- To assist the Assistant Executive Housekeeper in overseeing the Housekeeping operations ensuring that the hotel standards and procedures are fully known and followed
- Training in-charge: Imparting training to the team members and ensuring adherence to departmental standard operating procedure and work in highly motivated environment
- Focusing on guest questioner regularly to achieve maximum guest satisfaction
- To ensure that all the rooms are prepared and inspected as per standards and according to guest requests and needs, including the Turn Down service
- To be involved in sustainable development and to apply energy and waste management
- To supervise cost control and to suggest saving programs
- To ensure all linen and uniform management and handling procedures are respected
- To supervise and control Lost and Found, maintain records and mail packages to clients
- To make regular room and public area inspections
- To ensure a close co-ordination with the Front Office, Engineering, Food and Beverage as well as the Guest Relation regarding usual and unusual guest requests
- To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction
- To ensure a proper coverage and supervision of the Housekeeping sections at all times
- To set performance targets for all associates and constantly monitor and increase team productivity
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups
- To ensure the strict control of room keys and section keys
- To implement and follow up daily check lists
- To respect schedules, terms and deadlines as agreed with the Management
- To conduct a daily line up briefing with the Housekeeping supervisors to recapitulate tasks and activity.
Assistant Manager – Housekeeping
Park Hyatt Resort And Spa (276 Rooms)
06.2018 - 11.2018
- Assisted with overseeing Housekeeping operations
- Ensure to maintain top level cleanliness following set policies, standards and procedures
- Conduct required inventories of operation Equipments
- Support departmental targets and objectives, work schedules and policies and procedures.
Supervisor – Housekeeping
The Oberoi Beach Resort (Pre-Opening) (115 Rooms)
02.2017 - 04.2018
- Handling and maintaining the Guest Floors
- Maintaining Long stay guest reports
- Maintaining records of Lost and Found
- Preparing Training Calendar
- Conducting trainings for the assistant level employees
- Conducting standard audits (LQA)
- Looking after Desk Operations
- Making Duty Rosters for staffs.
Executive – Housekeeping
Taj Mahal Palace And Towers (560 Rooms)
03.2016 - 10.2016
- Handling and maintaining the Guest Floors
- Maintaining Long stay guest reports
- Maintaining records of Lost and Found
- Conducting trainings for the assistant level employees
- Looking after Desk Operations.
- Enhanced guest satisfaction by efficiently managing housekeeping operations and maintaining high standards of cleanliness.
- Streamlined inventory control processes for improved cost management and reduced waste in housekeeping supplies.
Supervisor – Housekeeping
Trident Hotel (Pre-Opening) (323 Room)
11.2015 - 03.2016
- Handling and maintaining the Guest Floors
- Maintaining Long stay guest reports
- Maintaining records of Lost and Found
- Looking after Desk Operations.
Housekeeping Associate
Trident Hotel (Pre-Opening) (323 Room)
01.2013 - 11.2015
- Enhanced guest satisfaction by delivering impeccable housekeeping services and maintaining a clean, welcoming environment.
- Reduced linen costs by implementing efficient laundry processes and minimizing wastage.
- Maintained high standards of cleanliness in all areas, contributing to increased positive feedback from guests.
- Assisted with inventory management for supplies and linens, ensuring sufficient stock levels at all times.
- Participated in ongoing training programs for personal development and improved job performance.
- Performed deep cleaning duties as needed to maintain hotel appearance and sanitation standards.
- Collaborated with team members to complete daily tasks efficiently and effectively, improving overall productivity.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
Education
B.A. in Education Honors -
Burdwan University
01.2012
12th -
West Bengal CHSE Board
01.2009
10th -
West Bengal BSE Board
01.2007
Skills
- Knowledge of MS Office
- PMS Knowledge of Opera and opera cloud, Oasis, Birchstreet, Onex, Gxp - Salesforce
- Certified First Aider
Websites
Accomplishments
- Almost 2 Years of cross training in all four core departments of JW Marriott Pune.
- Exposure in main four core departments in JW Marriott Pune, as in Sales, FO and F&B as Manager position.
- Received multiple Guests recognitions for excellent service.
- Got an opportunity to be part of two pre-opening hotels of The Oberoi Group of Hotels and Resorts.
- Got the opportunity to do cross functional training in the Banquet Sales department for 3 month.
- Certified departmental trainer in Oberoi to Marriott.
- Was responsible for arranging employee engagement activities for skill and knowledge development in relation to day-to-day tasks done by employees.
- Was responsible for preparing training schedules and conducting training sessions.
Languages
English
Full Professional
Hindi
Native or Bilingual
Bengali
Native or Bilingual
Timeline
Supervisor – Housekeeping
The Sebel Hotel (72 Rooms)
10.2023 - Current
Loyalty and Guest Experience Manager
JW Marriott Hotel (415 Rooms)
12.2021 - 10.2022
Assistant Manager – Sales
JW Marriott Hotel (415 Rooms)
10.2021 - 12.2021
Assistant Manager – Housekeeping
JW Marriott Hotel (415 Rooms)
01.2020 - 12.2021
Assistant Manager – Housekeeping
JW Marriott Hotel (415 Rooms)
11.2018 - 06.2019
Assistant Manager – Housekeeping
Park Hyatt Resort And Spa (276 Rooms)
06.2018 - 11.2018
Supervisor – Housekeeping
The Oberoi Beach Resort (Pre-Opening) (115 Rooms)
02.2017 - 04.2018
Executive – Housekeeping
Taj Mahal Palace And Towers (560 Rooms)
03.2016 - 10.2016
Supervisor – Housekeeping
Trident Hotel (Pre-Opening) (323 Room)
11.2015 - 03.2016
Housekeeping Associate
Trident Hotel (Pre-Opening) (323 Room)
01.2013 - 11.2015
B.A. in Education Honors -
Burdwan University
12th -
West Bengal CHSE Board
10th -
West Bengal BSE Board
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