VYBHAV KAPOOR
Christchurch,New Zealand
Summary
Hospitality and Customer-Service Professional with over 10 years of experience in enhancing guest satisfaction and operational excellence. Proven expertise in managing front office functions, staff training, and financial accountability while ensuring compliance with industry standards. Skilled in sales and customer service, consistently improving guest experiences through a solution-oriented approach. Committed to fostering strong teams and optimizing operational efficiency.
Overview
13
13
years of professional experience
Work History
Branch Supervisor
Jucy Rentals
Queenstown, New Zealand
05.2025 - Current
- Manage the entire branch's operations.
- Oversee daily pickups and drops, and delegate team tasks accordingly.
- Monitored inventory levels and coordinated supply orders for branch needs.
- Resolved customer inquiries and complaints to enhance satisfaction levels.
- Co-ordinate with the mechanics and detailers to ensure every vehicle is clean and issue-free before it's allocated to the customers.
Guest Services Manager
Rendezvous Heritage Hotel
Queenstown, New Zealand
01.2024 - 05.2025
- Managing the entire front office operations.
- Assist and oversee the front office in their duties, achieving accuracy and a logical work sequence in accordance with the standards laid down in the procedures manual, coaching and training where needed.
- Ensure that all financial transactions are processed accurately, and reports are prepared and forwarded in a timely manner, as required.
- Be committed to achieving guest satisfaction by responding to guests' needs and ensuring all comments and complaints are actioned and resolved in accordance with the hotel's policy.
Night Manager/Assistant Manager
Mercure Queenstown Resort
Queenstown, New Zealand
03.2022 - 03.2023
- Balance daily revenue and run the night audit process, generate all important financial reports.
- Prepare revenue reports for financial audit.
- Take responsibility for safety and security of building responding to emergency situations and any guest concerns within guidelines.
- Take a positive problem-solving approach with issues and concerns.
Customer Service Representative
CBD Energy, Z Energy
Auckland, New Zealand
07.2019 - 02.2022
- Work as a real self-starter, keeping busy by spotting tasks that need doing, like checking merchandise, ordering stock, and restocking store shelves. Great at turning around customer complaints, so customers leave the site happy.
- Assisted customers with inquiries about energy services and products.
- Resolved customer complaints through effective communication and problem-solving skills.
- Processed billing inquiries and supported account management tasks efficiently.
- Collaborated with team members to enhance service delivery and customer satisfaction.
Sales Executive
Novotel HICC
Hyderabad, India
03.2017 - 03.2019
- Hotel Sales - rooms, banquets, and global memberships program.
- Analyzing and resolving all sorts of guest queries and complaints.
- Liaising with front office for site inspections, MICE and daily promotions. Market research & meeting prospective clients both companies, and individuals.
Front Office Associate
Trident Hotel
Hyderabad, India
01.2013 - 03.2017
- Part of the Pre-Opening Team of the hotel. I trained and worked on the hospitality tool Opera (Oracle interface).
- Managing the workflow and taking initiative for upselling of rooms and additional packages: Memberships, Spa packages and products.
- Building guest relations and having personalized interaction with the guests to make them feel warmth and home away from home.
- Promoted as a supervisor and managed and organized core area: Business Center. Close contact with the sales team to coordinate the operations of the meeting rooms and office spaces.
Education
Level 6 - Tourism & Travel Management
Aotearoa Career & Management Institute
Auckland, New Zealand09.2021
Level 5 - Tourism & Travel Management
International Travel College of New Zealand
Auckland, New Zealand09.2020
Level 3 - Certificate in Retail
Service IQ
Auckland, New Zealand07.2020
Bachelor of Science - India
University of Pune
India05.2012
Skills
- Front office operations
- Financial reporting
- Guest satisfaction
- Team leadership
- Inventory management
- Revenue generation
- Problem solving
- Attention to detail
- Conflict resolution
- Effective communication
- Customer relationship management
- Time management
- Workflow optimization
- Proficient in Opera, Opera Cloud, RMS, RCM
- Operations management
- Senior leadership support
- Sales and marketing
- Reservation management
- Revenue management
- Payroll and budgeting
- Training and coaching
Timeline
Branch Supervisor
Jucy Rentals
05.2025 - Current
Guest Services Manager
Rendezvous Heritage Hotel
01.2024 - 05.2025
Night Manager/Assistant Manager
Mercure Queenstown Resort
03.2022 - 03.2023
Customer Service Representative
CBD Energy, Z Energy
07.2019 - 02.2022
Sales Executive
Novotel HICC
03.2017 - 03.2019
Front Office Associate
Trident Hotel
01.2013 - 03.2017
Level 6 - Tourism & Travel Management
Aotearoa Career & Management Institute
Level 5 - Tourism & Travel Management
International Travel College of New Zealand
Level 3 - Certificate in Retail
Service IQ
Bachelor of Science - India
University of Pune
Similar Profiles
Mit PatelMit Patel
Branch Supervisor at Jucy RentalsBranch Supervisor at Jucy Rentals
Adam McdonaldAdam Mcdonald
Maintenance Manager at Jucy RentalsMaintenance Manager at Jucy Rentals
Freya BrightFreya Bright
Supervisor at JUCY RentalsSupervisor at JUCY Rentals
Christina ChamlagainChristina Chamlagain
Checkout operator at The WarehouseCheckout operator at The Warehouse
Jai SinghJai Singh
Assessor / Technician - Flood & Fire Restoration at Pure ServicesAssessor / Technician - Flood & Fire Restoration at Pure Services