Shivam Maheshwari
Rotorua
Summary
With comprehensive background in hospitality management, possess strong leadership skills with emphasis on team building and staff development, as well as experience in revenue optimization, strategic planning, and guest services enhancement. Known for creating impactful strategies to improve operational efficiency, drive business growth, and enhance customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Hotel Manager
Marsden Stay Rotorua
Rotorua CBD, Rotorua
06.2024 - Current
- Developed and implemented hotel policies and procedures.
- Maintained high standards of quality control, hygiene, health and safety.
- Managed budgeting processes including forecasting revenues and expenses for the hotel.
- Negotiated contracts with vendors for services such as food supply or maintenance services.
- Organized special events such as conferences or meetings in the hotel premises ensuring smooth running of activities according to plan.
- Ensured compliance with local regulations related to health and safety standards or licensing laws.
- Developed strategic plans for increasing occupancy rates and improving overall profitability.
- Participated in industry events, conferences, trade shows to build relationships with key stakeholders within the hospitality sector.
- Monitored customer feedback surveys and took appropriate action based on results.
- Administered new hire paperwork and maintained employee files.
- Managed room allocations and bookings, optimizing occupancy and revenue.
- Led a diverse team, overseeing recruitment, training, and development to ensure high-quality service standards.
Front Office Manager
La Quinta by Wyndham
Ellerslie, Auckland
11.2023 - 06.2024
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Created and optimized employee schedules for shift coverage.
- Conducted regular staff meetings to update team on hotel policies, guest feedback, and objectives.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Operations Manager
Fort Street ,CPG Hotels
Auckland CBD, Auckland
06.2023 - 11.2023
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
Assistant Front Office Manager
Novotel
, New Plymouth
08.2022 - 02.2023
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Maintained accurate records of guest accounts using property management system.
- Responded promptly to customer inquiries via telephone or email.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Assisted guests with reservations changes or cancellations as needed.
Hotel Duty Manager
Heritage Lake Resorts
, Cromwell
12.2020 - 08.2022
- Monitored staff performance and provided feedback to ensure quality standards were met.
- Maintained records of guest room bookings, cancellations, payments and other information.
- Assisted in resolving customer complaints and inquiries in a timely manner.
- Ensured the safety and security of guests, employees and property assets.
- Oversaw the daily operations of all departments within the hotel including front desk, housekeeping, maintenance and food and beverage services.
- Organized regular meetings with department heads to discuss operational issues and service improvements.
- Conducted regular inspections of facilities to identify potential problems or areas for improvement.
- Coordinated special events such as weddings, conferences or conventions at the hotel.
Guest Service Agent
Hilton Queenstown Resort & Spa
, Queenstown
04.2018 - 12.2020
- Greeted guests with a friendly and welcoming attitude.
- Answered inquiries about hotel services, facilities and local attractions.
- Registered guests into the computer system accurately and efficiently.
- Processed guest payments quickly and efficiently.
- Provided information regarding room availability and rates to potential customers.
- Responded to telephone calls from guests promptly and courteously.
- Maintained an up-to-date knowledge of all hotel services, amenities, promotions, packages and special events.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Updated daily records such as occupancy reports, registration cards.
Education
BBA - Business Management
Otago Polytechnic
Auckland, NZ03-2014
BBA - Import & Export
IIFTR
India03-2012
Skills
- Strategic planning and analysis
- Reservations management
- Guest relations management
- Quality assurance
- Property maintenance
- Food and beverage management
- Revenue management
- Event planning
PMS Skills
*OnQ *Clarity
*Opera Cloud *NewBook
Certification
- First Line Management
- LCQ
Languages
English
Full Professional
Hindi
Native/ Bilingual
Reference
Available on request
Timeline
Hotel Manager
Marsden Stay Rotorua
06.2024 - Current
Front Office Manager
La Quinta by Wyndham
11.2023 - 06.2024
Operations Manager
Fort Street ,CPG Hotels
06.2023 - 11.2023
Assistant Front Office Manager
Novotel
08.2022 - 02.2023
Hotel Duty Manager
Heritage Lake Resorts
12.2020 - 08.2022
Guest Service Agent
Hilton Queenstown Resort & Spa
04.2018 - 12.2020
BBA - Business Management
Otago Polytechnic
BBA - Import & Export
IIFTR
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