KUMAR ABHISHEKKUMAR ABHISHEK

e-mail:kmrabhishek080@gmail.com \ abhishek_nke@yahoo.com Mobile: +91-8221002810/ 8796831861

Synopsis

A highly result oriented, versatile hospitality professional, dynamic manager providing decisive leadership, management and guidance with a proven ability to effectively manage operations in intensely competitive environments. Strong organizer, motivator and team player with established record of success in identifying new and emerging business opportunities. Talent for making rapid assessment of diverse situational challenges and correspondingly developing and leading the resulting action plans. Areas of expertise in:

Hospitality Operations & Management People Management and Development Client Management & Relationship Building Business Development Strategic Partnerships and Alliances Thought Leadership Metric Management & Driving Performance

WORK EXPERIENCE:STRENGHTS

A result oriented professional with over 07 years of National and international Brands in Front Office.

Expertise in Pre opening handling a diverse range of operations entailing Start up’s, Front Office Operations, Training and Budgeting.

Proven track record of developing procedures, SOP’s and

operational policies, planning & implementing effective control measures to reduce running costs of the unit and achieving high GOP.

Expertise in designing & implementing training programs for bringing keen customer focus, high energy level and team spirit in the employees.

Excellent written, communication, inter personal, liaison and problem solving skills with the ability to work in multi cultural environment.

Outgoing, multi-talented and multi linguistic individual with expertise in delivering the highest level of customer service.

Consistently promoted training programs that resulted in improved service standards.

Excellent strategic thinker and problem solver. Adept at developing actionable plans for guest satisfaction, with the foresight to detect potential challenges.

Effective management style of utilizing the motivational approaches to achieve highest levels of performance from team members.

PRESENT EMPLOYMENT:

ITC,FortuneParkOrange,Gurgaon April,15 – till date

A 4 Star Hotel, Situated in Industrial Hub Of Gurgaon, Haryana, with a inventory of 96room +8 villas Keys, Banquet Space set up of 2029 Sq Ft, Coffee shop, Specialty Indian Restaurant, Bar, & In room dining

Designation: Asst. Front Office Manager(HOD)

JOB RESPONSIBLITIES Ensure highest level of customer satisfaction by providing

quality customer services and amenities within corporate standards.

Monitor the present and future trends, practices and systems in the Hospitality industry, determine and ensure

execution of competitive programs. Participate actively in selling the front office services through

involvement with all potential market clients. Oversee and direct the Personnel function of the Hotel

including recruitment, hiring, orientation, coaching, counseling training, wage and salary administration, labor relations, performance appraisals and succession planning.

Responsible for the security and safety of customers and employees, and ensures emergency procedures are established, well publicized, practiced and reinforced.

Monitor applicable laws and regulations and ensure compliance with the same.

Establish and maintain effective internal communications, to ensure optimum teamwork and productivity. Establish and maintain effective employee morale and relations.

Develop recognition programs, advertising and promotional campaigns, to obtain maximum market awareness and patronage.

Contribute to the overall growth of the Organization.

Achievements:Controlled Attrition levels. Conceptualized and implemented – ‘NEVER SAY NO’ -- a

drive to eradicate all avenues of guest dissatisfaction, aimed at empowering the down line staff, so that no customer is ever told a NO! It has been pivotal in bringing the GSI percentages up by 25% in a month.

AREAS OF EXPERTISE

 Skills and Knowledge Customer and Personal Service - Knowledge of principles

and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Management of Financial Resources - Determining how money will be spent to get the work done, and accounting for these expenditures.

Administration and Management - Knowledge of business

and management principles involved in strategic planning, re-source allocation, human resources modeling, leadership tech-nique, production methods, and coordination of people and re-sources.

Applied Business Knowledge - Understanding market dynam-ics, enterprise level objectives and important aspects of the com-pany's business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.

Management of Material Resources - Obtaining and seeing to the appropriate use of equipment, facilities, and materials needed to do certain work.

CORE WORK ACTIVITIESDeveloping and Maintaining Front Office Operation. Sets expectations and holds F O leadership team accountable

for demonstrating desired service behaviors. Reviews financial reports and statements to determine how

Front Office is performing against budget. Makes recommendations for CAPEX funding of front Office

Strategy and renovations in accordance with brand business strat-egy.

Works with Front Office leadership team to determine areas of concern and develops strategies to improve the department's fi-nancial performance.

Establishes challenging, realistic and obtainable goals to guide operation and performance.

Strives to improve service performance.Developing and Maintaining Budgets Develops and manages Front Office budget. Monitors the department's actual and projected sales to ensure

revenue goals are met or exceeded and opportunities are identi-fied and addressed.

Focuses on maintaining profit margins without compromising guest or employee satisfaction.

Leading Front Office Team Utilizes interpersonal and communication skills to lead, influ-

ence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by exam-ple.

Encourages and builds mutual trust, respect, and cooperation among team members.

Achieves and exceeds goals including performance goals, bud-get goals, team goals, etc.

Serves as a role model to demonstrate appropriate behaviors. Develops means to improve profit, including estimating cost

and benefit, exploring new business opportunities, etc. Identifies opportunities to increase profits and create value by

challenging existing processes, encouraging innovation and driv-ing necessary change.

Ensures that regular, on-going communication occurs in all ar-eas of front office (e.g., pre-c/in briefing, staff meetings, front of-fice team).

Establishes and maintains open, collaborative relationships with direct reports and entire front office team. Ensures direct reports do the same for their team.

Develops a front office operating strategy that is aligned with the brand's business strategy and leads its execution.

Identifies the developmental needs of others and coaches, men-tors, or otherwise helps others to improve their knowledge or skills.

Stays aware of market trends and introduces new front office services to meet or exceed customer expectations, generate in-creased revenue and ensure a competitive position in the market.

Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satis-

faction and retention. Improves service by communicating and assisting individuals to

understand guest needs, providing guidance, feedback, and indi-vidual coaching when needed.

Reviews findings from comment cards and guest satisfaction re-sults with F O team and ensures appropriate corrective action is taken.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Empowers employees to provide excellent guest service.

Estimates cost and benefit ratio, maintaining balance between profit and service satisfaction.

Shares plans to take corrective action based on comment cards and guest satisfaction results with property leadership.

Managing and Conducting   Human Resource Activities Provides guidance and direction to subordinates, including set-

ting performance standards and monitoring performance. Coaches and supports front Office leadership team to effectively

manage wages, FO operation cost and controllable expenses (e.g., stationary, uniforms, etc.).

Hires front office leadership team members who demonstrate strong functional expertise, creativity and entrepreneurial leader-ship to meet the business needs of the operation.

Sets goals and expectations for direct reports using the perfor-mance review process and holds staff accountable for successful performance.

Ensures that expectations and objectives are clearly communi-cated to subordinates; subordinates are also open to raise ques-tions and/or concerns.

Brings issues to the attention of Human Resources as neces-sary.

Ensures employees are treated fairly and equitably. Coaches team by providing specific feedback to improve perfor-

mance.Additional Responsibilities Informs and/or update the executives and the subordinates on

relevant information in a timely manner. Provides information to supervisors, co-workers, and subordi-

nates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best

solution and solve problems.

Summary of Work Experience:

ITC-Fortune Park Orange,Gurgaon

Asst Front Office Manager(HOD)

April 2015 – Till Date

The Pride Hotel PuneAsst Front Office Manager

January 2013 – Till April 15

The Orchid Vits Hotel, Pune( A Kamath Hotel india pvt ltd ) Sr. Duty Manager

July – 11 to December 2012

Park Plaza, Ludhiana(A Sarovar Hotels) Duty Manager

August 10 – July - 11

Angsana Oasis Spa & Resort, Bangalore( A Banyan Tree Hotels)

Sr. Front Office Supervisor

Dec 09 - July 10

Vits Hote, Pune(A Kamath Hotel India Pvt ltd ) Front Office Supervisor

OCT 08 – NOV- 09

Vits Hote, Pune(A Kamath Hotel india pvt ltd ) Front Office Assistant

July 07 - Sept 09

EDUCATION:

4 Year Degree in Hotel Management ( Tuli College Of Hotel Management, Nagpur, Maharashtra, India)

OTHER SKILLS, HOBBIES AND ACTIVITIES:

2 Languages : English, Hindi, 3 Computer Proficiency : Microsoft Windows, Opera, PMS, showman, IDS. Micros

PERSONAL INFORMATION:3 D.O.B : 4th Dec 1984 NATIONALITY : India

Marital Status : Married, Passport- G6164403, exp-12/12/174. Skype id - abhishek.kumar3080