Deep Shah
Manchester,United Kingdom
Summary
Dynamic and results-driven Senior Guest Relations Manager with a proven track record of elevating guest experiences and optimising operational efficiency in the hospitality industry. Offering a unique blend of leadership, interpersonal, and strategic skills honed over a successful career spanning 10 years. Recognised for consistently exceeding performance targets and enhancing guest satisfaction.
Key Competencies:
Guest Relationship Management: Adept at building and maintaining strong relationships with guests, ensuring a personalised and memorable experience that aligns with the brand's standards.
Team Leadership: Experienced in leading high-performing teams through effective communication, training, and motivation. Proven ability to foster a positive and collaborative work environment.
Operational Excellence: Demonstrated expertise in streamlining operational processes to enhance overall efficiency and guest satisfaction. Implemented innovative strategies to address guest needs promptly and effectively.
Problem Resolution: Skilled in identifying and resolving guest concerns promptly and diplomatically, ensuring a positive resolution, and preserving the reputation of the establishment.
Strategic Planning: Proficient in developing and implementing strategic plans to meet and exceed guest satisfaction targets. Utilizes market trends and guest feedback to drive continuous improvement initiatives.
Professional Achievements:
Successfully increased guest satisfaction scores (RPS) by 40% through the implementation of targeted training programmes and service enhancements.
Led a team that successfully implemented a membership enrolment programme, resulting in the hotel finishing second in the inter-company competition.
Implemented a guest feedback system, leading to an increase in positive Google reviews.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Sr. Guest Relations Manager
Mercure Manchester Piccadilly Hotel
Manchester
04.2023 - Current
- Making a duty rota for the guest relations team and reception team
- Working closely with the reception manager to ensure all the tasks are performed smoothly by the reception team
- Training the reception and guest relations teams to provide high-quality service in the hotel
- Working with the reception and reservations departments with regards to VIP movement
- Ensuring VIP guest's are given special care and treatment
- Greeting guests as they arrive makes a good first impression and makes them feel more at home
- Ensuring all guest requests and complaints are dealt with
- Coordinating with other departments with regards to guest complaints and guest feedback
- Maintaining open lines of communication between staff and guests
- Making sure guest satisfaction and the standard of service are maintained during their stay
- Decorating rooms and celebrating special days for guests at their request
- Planting and implementing new ideas to improve the hotel service
- Implementing new ideas to promote the brand membership programme
- Setting up the monthly targets for the brand membership programme and achieving them successfully every month
- Ensuring that the monthly targets for the brand membership programme are met by the reception
- Responding to guest feedback online on online portals and travel websites
- Making daily or weekly planners accordingly for VIP movements in the hotel
- Overseeing reception's daily tasks, including check-in and check-out, room balancing, invoicing, emails, and guest requests
- Conducting interviews for the reception team and guest relations department
- Reporting to the front-of-house manager.
Duty Manager, Food and Beverage and Front of the House
The Angel Hotel
Cardiff
05.2021 - 03.2023
- Responsible for all the business operation of a dining establishment and night shift responsibility while covering night duty Manager Holiday
- Supervising and scheduling food and beverage staff (F&B team Leader and assistant) and the night porter at the front of the house while covering night shift
- Overseeing inventory, including food and beverage, supplies and other restaurant and Front of House equipment
- Resolving customer complaints regarding quality and service
- Ensuring all guests arriving at the hotel have a pleasant experience
- Ensuring the business complies with the health and safety regulations
- Assisting to prepare the weekly rotas for F&B, always ensuring adequate staffing
- Ensuring food and beverage orders are received accurately and ensuring that is accepted on procurement and if any variance it must be reported to the Food and Beverage Manager
- Ensuring food and Beverage storage areas are kept clean and tidy; implementing effective recycling initiatives/ guidelines that ensure recyclable materials are discarded responsibility
- Working with senior management to ensure a high-quality service for guest visiting hotel
- Ensuring that liquor inventory is adequate and secure
- Ensuring Customer satisfaction
- Resolving customer complaints, as well as internal conflict amongst staff
- Assisting F&B manager on day-to-day operation
- Ensuring that all reporting employees adhering to the company's uniform standards and personal grooming standards
- Assisting F&B manager to deliver departmental training and ensuring that all reporting staff are up to date with their training on flow
- Promoting equality and diversity as part of the culture of the organization
- To adhering all times to the company's confidentiality and data protection requirements
- Maintaining a professional manner at all the times and one that promotes the company's high-quality reputation and integrity
- Working in an anti-discriminatory manner mindful of the values, customers, and spiritual beliefs of the individual
- Undertaking any other duties and responsibilities as directed by Management to do so to meet the requirements of my role or needs of the business
- Complying with all company policies as detailed within the employee's handbook.
Food and Beverage Assistant
The Angel Hotel
Cardiff
06.2021 - 05.2022
- Providing a warm welcome as guests arrive, showing them to their table and making them feel comfortable
- Connecting with guests to provide a person-centered experience
- Building 'emotional connections' with guests - for example, remembering a conversation or food/drink selection and referencing this when they dine again
- Having a proactive approach ensuring I am fully prepared for service, relays, and can 'see through the guest's eyes' - picking up on anything I notice and rectifying it before it becomes a potential problem
- Learnt menu items and be able to describe and make recommendations
- Taking orders, delivering them to the table in a timely manner, and 'managing' section - Keeping an eye on all tables to ensure a prompt and efficient service
- Using descriptive selling techniques to excite guests taste buds and upsell products
- Collaborating closely with other team members, maintaining a strong relationship with peers within the Food & Beverage Operations and Kitchen, working together to drive success
- Identifying and resolving any special requirements, wants and needs of the guests
- Conducting regular check backs with the guests to ensure complete satisfaction
- Accurately producing the bill at the end of the guest's meal/drinks service, taking payments, and supporting with the end of shift banking procedures
- Adhere to food, sanitary, safety, uniform and hygiene standards, completing company training in line with the required deadlines
- Confidently handling customer complaints to ensure satisfaction levels are restored in the event something doesn't go to plan, always displaying empathy and a professional approach
- Supporting in completing the companies opening/close procedures and any required checklists
- Supporting with stock procedures - rotation and reporting of shortages required to be ordered.
Reservations Executive
Doubletree By Hilton
Ahmedabad
01.2020 - 02.2021
- Heading the reservation department, setting the duty roster for the team
- Managing the group reservation, plugging them in the system, updating the rooming list in the PMS
- Replying promptly on FIT and corporate reservation, emailing back, and plugging them in the PMS
- Well worst with ONQ Rate & Inventory, creating group SRP, updating Meal packages and managing room inventory online as well as in PMS
- Managing Ideas system of Rate & Inventory
- Handling the Company calls and managing the good relationship with Company clients
- Emailing the Daily reports on a daily basis to GM and DOS
- Quoting the rates over the reservation calls and emails for FIT
- Always ensuring the Guest satisfaction/ Happiness and comfort throughout their stay
- Assisting revenue manager in revenue related Job
- Reporting to Revenue Manager.
Reservation Assistant
Doubletree By Hilton
Ahmedabad
11.2018 - 12.2019
- Handling the reservations for FIT, Corporate companies, and Groups for the hotel
- Managing the group reservation, plugging them in the system, updating the rooming list in the PMS
- Replying promptly on FIT and corporate reservation, emailing back, and plugging them in the PMS
- Well worst with ONQ Rate & Inventory, creating group SRP, updating Meal packages and managing room inventory online as well as in PMS
- Emailing the Daily reports on a daily basis to GM and DOS
- Quoting the rates over the reservation calls and emails for FIT
- Always ensuring the Guest satisfaction/ Happiness and comfort throughout their stay
- Assisting revenue manager in revenue related Job
- Reporting to Revenue Manager.
Reservation and Sales and Marketing Executive
Hotel Surya
Vadodara, Gujarat, India
06.2018 - 10.2018
- Handling the Local Sales and Marketing for the Hotel
- Handling the reservations email
- Approaching to different companies for Hotel Marketing and Corporate Tie-up
- Handling the Rooms and Banquet Sales
- Achieving the set targets for current and upcoming months
- Creating reports and submitting it to the Managing Director
- Reporting to the Managing Director.
Reservation Executive
Hampton by Hilton
London
04.2017 - 05.2018
- Handling the reservations and Revenue for both the hotel
- Managing the group requests emails and reserving them in the system
- Replying promptly on FIT and corporate reservation emails and plugging them in the PMS
- Managed ONQ Room & Inventory for Hampton by Hilton - London Croydon
- Setting up the Group contracts and group quotations for upcoming month and year respectively for both the Hotels
- Forecasting the group and ADHOC rates for current year and month comparing with past year for Mercure Edinburgh - Haymarket Scotland
- Effectively worked on the estimated revenue targets and increasing them yearly for Mercure Edinburgh - Haymarket, Scotland
- Handling the sales and revenue calls for Mercure Edinburgh - Haymarket Scotland
- Creating rates and quotations for Groups Mercure Edinburgh - Haymarket Scotland
- Managed the Accounts Receivables for Hampton by Hilton - London Croydon
- Submitting the reports for Accounts Receivables on a weekly basis and ensuring the payments received in the bank from the FIT's and Corporate companies
- Handling the Company calls and managing the good relationship with Company clients
- Reporting to Managing Directors and Operation Heads at Head Office RA Back Office, Croydon, London.
Guest Service Assistant
Hampton by Hilton
Vadodara
11.2015 - 04.2017
- Can handle Front Office/ Reception alone in any shift
- Always ensuring the Guest satisfaction/ Happiness and comfort throughout their stay
- Managed the smooth Check-in and Check-out of the guest in any shift
- Managed reservation calls and plugging the same in the PMS
- Managed travel desk
- Helped the guests in IT related issues
- Alone handling the night shifts and generating reports for Account, Sales, Reservation department, and for GM
- Handling the cash flow in the shift
- Reporting to the Front Office Manager.
Guest Service Assistant
Royal Orchid
Vadodara
05.2015 - 11.2015
- Handling the Front Office/ Reception alone in any shift
- Always ensuring the Guest satisfaction/ Happiness and comfort throughout their stay
- Managed the smooth Check-in and Check-out of the guest in any shift
- Alone handling the night shifts and generating reports for Account, Sales, Reservation department, and for GM
- Handling the reservations in the absence of the reservation manager
- Reporting to the Front Office Manager.
Trainee
ITC WELCOM
Vadodara
02.2014 - 03.2014
- Trained in ITCWELCOM VADODARA in Front Office Department.
Trainee
LEELA KAMPEMSKI MUMBAI
Mumbai
12.2013 - 02.2014
- Trained in Kitchen and F&B Department.
Education
M.Sc. - Human Resources Management
U.S.W
CARDIFF, UNITED KINGDOM 03.2021 - 09.2022
B.B.A - Hospitality Management
S.P. UNIVERSITY
ANAND, GUJARAT 06.2011 - 12.2015
Skills
- Excellent computer skills with strong command of Windows operating systems and packages such as Microsoft Office (Word/Excel/Power Point etc) Hotel operating systems like; ONQ, OPERA, OPERA CLOUD and IDS i6 (10 years)
- Strong public relations/communication skills and ability to deal with people at all levels including CEO & Senior Management
- Excellent time management and organisation skills, with ability to meet competitive deadlines in busy working environments
- Excellent in managing and handling team Good Team Leader
- Ability to work both as part of a team as well as on own initiative
- Good presentation skills, team spirited and able to work under pressure
- Self-motivated, energetic, results-oriented and reliable
- Fluency in English, Gujarati, and Hindi (reading, writing, and speaking)
- Conversational understanding of Marathi, Gujarati, Hindi, and Punjabi
- Microsoft Office
- Guest Services
- Customer Service
- Front Desk
- Communication skills (10 years)
- Team player
- Dedicated work ethic
- Swift problem solver
- Excel proficiency
- Excellent communicator
- Marketing
- Public relations
- Leadership
- Customer-focused
- Team building
Certification
- Emergency First Aid at Work
- CIPD ASSOCIATE
Languages
English
Hindi
Gujarati
Spanish
SIGN LANGUAGE
Custom
10
Personal Information
- Industry: Hospitality & Tourism
- Willing To Relocate: Anywhere
- Marital Status: Married
References
References available upon request.
Timeline
Sr. Guest Relations Manager
Mercure Manchester Piccadilly Hotel
04.2023 - Current
Food and Beverage Assistant
The Angel Hotel
06.2021 - 05.2022
Duty Manager, Food and Beverage and Front of the House
The Angel Hotel
05.2021 - 03.2023
M.Sc. - Human Resources Management
U.S.W
03.2021 - 09.2022
Reservations Executive
Doubletree By Hilton
01.2020 - 02.2021
Reservation Assistant
Doubletree By Hilton
11.2018 - 12.2019
Reservation and Sales and Marketing Executive
Hotel Surya
06.2018 - 10.2018
Reservation Executive
Hampton by Hilton
04.2017 - 05.2018
Guest Service Assistant
Hampton by Hilton
11.2015 - 04.2017
Guest Service Assistant
Royal Orchid
05.2015 - 11.2015
Trainee
ITC WELCOM
02.2014 - 03.2014
Trainee
LEELA KAMPEMSKI MUMBAI
12.2013 - 02.2014
B.B.A - Hospitality Management
S.P. UNIVERSITY
06.2011 - 12.2015
- Emergency First Aid at Work
- CIPD ASSOCIATE
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