NIRAJ VERMA
Customer Service, Hospitality
Auckland,AUK
Summary
To work in reputed organization and to gain expertise in latest technology to establish myself as a professional and add value to the organization.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
Work History
SKYCITY Hotel Duty Manager
SKYCITY Entertainment Group
Auckland, AUK
12.2019 - Current
• Day-to-day operational decisions as appropriate, relative to the operation of the Hotels in line with SKYCITY policies and procedures, in conjunction with or in the absence of the Front Office Manager.
• Produces rosters for Guest services staff ensuring business demands and efficiency are met.
• Ensure all staff are aware of the customer complaints procedure and establish a system where all complaints are referred to the Manager.
• Produces rosters for Guest services staff ensuring business demands and efficiency are met.
• Support staff when dealing with difficult situations.
• In case of emergency, liaises with the appropriate departments – i.e.: Fire Evacuation – ensuring the safe evacuation of all guests and staff.
• Develops action plans to improve Guest services operations.
• Performs routine service, cashing, accounting and administration tasks including exchanging foreign currency, exchanging "traveller’s cheques", delivering communications and transferring calls.
• Performing Front Office duties;
- Processing guest reservations - check-in and check-out’s, changes and cancellations.
- Ability to provide guests with relevant hotel information and local
offerings.
- Offering personalised welcome to all guests.
• Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, SOP, hotel policies and procedures, coaching, training and correcting where needed.
• Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.
• Manage issues relating to other departments.
• Process the night audit when needed
- Posts room charges and taxes to guest accounts.
- Audit guest charges
- Follow the End of Day / Night Audit Checklist.
- Responsible to prepare daily revenue reports, ensuring emails are accurate as sent to Department Heads and General Managers.
- Responsible for room assignments and communication with relevant departments.
- Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.
- Ensures associates follow company policies and operational procedures.
Education
Postgraduate Diploma -
Pacific International Hotel Management School
New Plymouth, TKI 02.2015 - 11.2016
Bachelor in B.Sc - Hotel management & catering operation
YCMOU University
Mumbai, India 05.2007 - 05.2010
Skills
Managerial finance
Project manager supervision
Hotel and hospitality knowledge
Duty assignments
Hotel procedures
Hotel reservations
Managerial background
Effective managerial techniques
Affiliations
Organization: SKYCITY Hotel, Auckland - NZ
Duty Manager
October 2019 – Till date Duty Manager
March 2018 – October 2019 Night Manager
February 2017 – March 2018 Guest Service Representative
Current
Day-to-day operational decisions as appropriate, relative to the operation of the Hotels in line with SKYCITY policies and procedures, in conjunction with or in the absence of the Front Office Manager.
Produces rosters for Guest services staff ensuring business demands and efficiency are met.
Ensure all staff are aware of the customer complaints procedure and establish a system where all complaints are referred to the Manager.
Produces rosters for Guest services staff ensuring business demands and efficiency are met.
Support staff when dealing with difficult situations.
In case of emergency, liaises with the appropriate departments – i.e.: Fire Evacuation – ensuring the safe evacuation of all guests and staff.
Develops action plans to improve Guest services operations.
Performs routine service, cashing, accounting and administration tasks including exchanging foreign currency, exchanging traveller’s cheques, delivering communications and transferring calls.
Performing Front Office duties;
- Processing guest reservations - check-in and check-out’s,
changes and cancellations.
- Ability to provide guests with relevant hotel information and local
offerings.
- Offering a personalized welcome to all guests.
Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, SOP, hotel policies and procedures, coaching, training and correcting where needed.
Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.
Manage issues relating to other departments.
Process the night audit when needed
- Posts room charges and taxes to guest accounts.
- Audit guest charges
- Follow the End of Day / Night Audit Checklist.
- Responsible to prepare daily revenue reports, ensuring emails are accurate as sent to Department Heads and General Managers.
Responsible for room assignments and communication with relevant departments.
Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.
Ensures associates follow company policies and operational procedures.
Organization: Novotel Hobson Hotel, New Plymouth - NZ
Guest Service Agent / Night Guest Service Agent
-/12/2015 - -/02/2017
Performed Front Office duties;
- Processed guest reservations - check-in and check-out’s,
changes and cancellations.
- Provided guests with relevant hotel information and local
offerings.
- Offered personalized welcoming’s to all guests.
Assessed and processed guest feedback and complaints.
Acted Night Manager in absence of the Night Manager.
Completion of Night Audit Roll and Electronic Data Capture reports.
Completion of Night Audit reports; Rate check and Credit limit check.
Maintained high service standards with smooth hotel operations
- Supported new and ongoing guest relationships;
- Liaised with guests to meet their specific requirements and retain guest
portfolios.
Prepared daily revenue reports ensuring emails were accurate as sent to Department Heads and General Managers.
Managed issues relating to other departments.
Organization: Majestic court Sarovar Portico, Navi Mumbai - India
Front Office Associate
/12/2010 – /07/2011
Handled Front Office duties.
Handled the telephone switch board making sure guest’s/staff were transferred to the correct department/people.
Maintained high service standards.
Maintained smooth guest relations.
Organization: Busch Gardens parks, Williamsburg City - USA
General Services (Internship)
/07/2007 – -/10/2008
Handled cash register.
Made invoices for guest.
Handled Guest Services & took food and beverage orders.
1
Additional Information
- Achievements: - , General Manager Certificate Valid until February 2022. Employee of The Month in May 2017 in SKYCITY Hotel. Completed PEOPLE-OLOGY by Accor program 2016. License Controller Qualification in 2016. Certificate in Serve Safe Alcohol from NATIONAL RESTAURANT ASSOCIATION SOLUTIONS - From Chicago land- U.S.A 2008
Timeline
SKYCITY Hotel Duty Manager
SKYCITY Entertainment Group
12.2019 - Current
Postgraduate Diploma -
Pacific International Hotel Management School
02.2015 - 11.2016
Bachelor in B.Sc - Hotel management & catering operation
YCMOU University
05.2007 - 05.2010