PURNIMA SIROHI
Dubai,UAE
Summary
Efficient Duty Manager capable of acting in multiple capacities to promote efficient and high-quality operations. Diplomatic and engaging professional able to handle challenging requests with friendly and knowledgeable support. Personable staff motivated to support guest satisfaction. Strong communication and customer service skills. Leader prioritizing exceptional guest service and staff management. Strategic coordinator committed to enhancing guest experiences. Flexible professional confident navigating challenges in busy environments. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Proactive and meticulous Leader with over 9 years of experience in Hospitality industry. Proficiencies in inventory control, sales, staff training and development. Guest-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
8
8
years of professional experience
Work History
Duty Manager
Vida Downtown
Dubai, UAE
11.2020 - Current
- Led team of 15+ Members to deliver top-quality service and achieve company targets. Taking care of Valet, Concierge, Service Plus and Front Desk. Completed weekly front office Rota to guarantee optimal cover for operations.
- Liaised with auditors and prepared facilities to support successful audits and Improved team performance by conducting reviews and KPI data analysis.
- Trained front office staff in interaction best practices, boosting guest satisfaction survey scores.
- Initiated and implemented plans to improve customer relations, quality standards and service efficiency.
- Responded to customer concerns with speed and knowledge, delivering professional, personalized service.
- Actioned and resolved guest feedback to boost service quality.
- Handled guest complaints to protect brand reputation.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Inspected rooms and reception areas to achieve pristine presentation and cleanliness.
- Met health and safety guidelines to maintain compliant working environments.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Consulted with central reservations to discuss new rate plans and promotions.
- Reconciled all company accounts, including credit cards and expenses.
- Handles and participates to achieve all Audits Score- Mystery Shopper, Brand, Finance, DTCM and LQA Audit.
- Prepares Revenue report at every month and analyze P&L and prepare forecast of next month expenses, Also contributes to prepare budget for financial year.
Asst. Guest Relation Manager
Courtyard by Marriott, Al Barsha, Marriott
Dubai, UAE
08.2019 - 09.2020
- Was responsible for leading and directing team of 20 associates in 216 rooms 4-star property and while helping to improve overall associate and guest satisfaction and in Quality Check for all Departments and Reporting to General Manager.
- Finalizing goals of all departments with GM's assistance
- Working with other departments to create smooth transitions and teamwork amongst entire Hotel to achieve
- Guest Voice Score and Social Media Scores
- Investigating of each Online survey of Guest Voice and Social Media and contacting Guest to know details, Replying all Guest Voice and Social and Media Survey to Guest
- Making action plans for departments who have not achieved their goals in end of considering period and Prepares internal BSA Audit and also completion of action plan for Actual BSA Audit.
- Maintained up-to-date knowledge of staff offerings to provide accurate information to guest queries.
- Provided professional customer service, offering can-do attitude to all requests and adhered strictly to policies and procedures for continued hotel compliance.
Night Manager
Courtyard by Marriott, Al Barsha, Marriott
Dubai, UAE
10.2018 - 07.2019
- Performed concise and accurate handovers to day manager at end of shift and scheduled work hour shifts to produce full staff during peak hours.
- Forged professional relationships with diverse customers and staff and provided fun and safe ambience.
- Patrolled areas to determine site security and compliance to all health and safety regulations.
- Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
- Collaborated with others department to address needs of Guest.
- Handled full night audit and night run.
- Prepared Daily Briefing reports for next business date and Operations.
- DT Reconciliation and DTCM Monthly Statics.
- Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
- Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
- Directed bar, restaurant and room service activities to promote sales and guarantee guest satisfaction.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
- Handled Over Booking Situation.
Front Desk
Habtoor Grand Autograph Collection, Marriott
Dubai, UAE
02.2015 - 06.2018
- Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
- Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
- Achieved 5-star reviews by delivering outstanding customer service.
- Greeted customers warmly, aiming to provide positive, smooth check-in experiences.
- Greeted guests and facilitated check-in and check-out procedures.
- Calculated billings and hotel charges and provided receipts.
- Verified ID and payment preference of guests.
- Provided guests with keys and directions to room.
- Assisted staff with administrative duties during peak schedules.
- Answered and transferred calls to designated recipients.
- Submitted incident and activity reports to manager to inform future decision-making on policies.
- Addressed questions and escalated issues complaints to management.
- Collaborated with housekeeping and maintenance to address needs of guests.
- Scheduled conference rooms for events and seminars.
- Scheduled and made reservations for guests using hotel and management software.
- Informed guests regarding hotel events and announcements.
Education
Master of Business Administration - Marketing And Human Resources
Mahaveer Institute of Education, India
Meerut 04.2001 -
Bachelor of Business Administration - Business
Deewan Institute of Management, India
Meerut 04.2001 -
Skills
- Operational oversight
- Guest engagement strategies
- Inter-departmental coordination
- Guest experience improvement
- Transformational leadership
- Employee development
- Opera hotel management system
- Front desk operations
- Revenue forecasting
- Budgetary control
- People management
- Dispute resolution
Accomplishments
- Award of Best Leader Of the year 2022.
- Award of Best Leader of the Quarter 2022.
- Best award of Social media star 2021.
- Best award of highest revenue generator in 2017.
- Award of Best Employee in 2015 and in 2017.
- Sustainability Champion.
- Dubai Way Champion.
Timeline
Duty Manager
Vida Downtown
11.2020 - Current
Asst. Guest Relation Manager
Courtyard by Marriott, Al Barsha, Marriott
08.2019 - 09.2020
Night Manager
Courtyard by Marriott, Al Barsha, Marriott
10.2018 - 07.2019
Front Desk
Habtoor Grand Autograph Collection, Marriott
02.2015 - 06.2018
Master of Business Administration - Marketing And Human Resources
Mahaveer Institute of Education, India
04.2001 -
Bachelor of Business Administration - Business
Deewan Institute of Management, India
04.2001 -
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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