Lakshmi Prem Kumar
Middlesex,United Kingdom
Summary
Hospitality enthusiast and management graduate with proven hands-on leadership experience in front office operations, guest services, and hotel sales. Currently enrolled in the Leadership Programme at Arora Group Hotels, with a strong focus on operational excellence, guest experience enhancement, and process improvement. Adept at delivering high service standards, driving team performance, and contributing to seamless hotel operations. Passionate about creating memorable guest journeys and continuously elevating hospitality standard.
- Hotel Operations Management [Management program ]
- Leadership & Team Supervision
- Complaint & Conflict Resolution
- Emotional Intelligence
- Guest Service Excellence
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work history
GRADUATE MANAGMENT - FRONT OFFICE OPERATIONS
RENAISSANCE LONDON HEATHROW HOTEL
BATH ROAD , UNITED KINGDOM
09.2024 - Current
- Employee of the Month and Top Enroller to Date – Recognized for outstanding performance and consistent achievement of enrollment targets.
- Created the SOP for front office department
- Implemented Buddy System for the front office team, enhancing onboarding efficiency, team cohesion, and peer support.
- Acting Duty Manager on shift overseeing room allocations, VIP setups, and crew accommodation logistics.
- Handled guest complaints efficiently and ensured system accuracy to maintain smooth daily operations.
- Managed reservations from third-party platforms and internal systems to ensure precise and reliable bookings.
- Completed the Arora Group’s Leadership Programme, focusing on enhancing service quality and leadership capabilities.
- Led initiatives to optimize check-in procedures and improve overall guest service efficiency.
- Maintained a strong guest-focused approach, ensuring operational consistency and a high standard of satisfaction.
GUEST RELATION HEAD
MAMAZONIA DUBAI
DUBAI MARINA , UNITED ARAB EMIRATIS
06.2020 - 05.2022
- Enhanced guest satisfaction by personalising services and effectively managing loyalty programmes.
- Established and enforced SOPs to maintain high standards in guest handling.
- Conducted performance monitoring to better understand service delivery effectiveness.
- Cultivated cross-cultural communication skills to improve interactions with international guests.
- Oversaw event coordination, guaranteeing successful outcomes and positive experiences.
- Executed upselling and cross-selling initiatives to drive additional revenue.
MANAGMENT TRAINEE - FRONT OFFICE & GUEST RELTIONS
RADISSON BLU
BANGLORE , INDIA
07.2019 - 05.2020
- Handling VIP guests and coordinates with all concerned departments to fulfill special needs and request.
- Resolving guest concerns within limited time frame.
- Upselling hotel product and providing higher guest experience and increasing hotel revenue.
- Preparing daily workloads for staff & coordinating the daily allocation of work.
- Dealing with daily guest queries and updating local activities & recreation details.
- Conduct site inspections and assist with Individual, VIP & Group check-in.
- Cross training with reservation , housekeeping an sales department .
SENIOR HEALTHCARE ASSISTANT - PART TIME
OAK COTTAGE NURSING HOME
Hatfield, Hertfordshire
11.2022 - 07.2024
- Facilitated recreational activities enriching patient experience.
- Strengthened team efficiency with clear, timely communication.
- Administered medication for effective pain management.
- Led staff training to develop care skills.
Education
Master of Science - International Hospitality, tourism and event management with advanced research
University of Hertfordshire
Hatfield 09.2022 - 08.2024
Bachelor of Science - Bsc NCHMCT [National Council for Hotel Management & Catering Technology]
SRM IHM
INDIA 07.2016 - 03.2019
Skills
- Communication excellence
- Dispute resolution
- Emotional insight
- Cultural sensitivity
- Leadership in teams
- Room management
- Technical proficiency
- Detail orientation
- Sales enhancement
Accomplishments
- Arora Graduate Management Leadership Program - Renaissance London Heathrow
- Student REP Year 1 & 2 – University of Hertfordshire
- Best Trainee Award - Raviz Welcome Group Hotel – Kerala, India.
- Best Cheerful Host Award – SRM – IHM – Kerala, India.
- Leadership Award from the Rotary Club – Kerala, India
- Won the – YES I CAN DO – programme at the Radisson Blu – Kerala, India.
Personal Information
- Date of birth: 07/16/98
- Nationality: Indian
Custom
- Travelling & Exploring
- Music & Dance
Timeline
GRADUATE MANAGMENT - FRONT OFFICE OPERATIONS
RENAISSANCE LONDON HEATHROW HOTEL
09.2024 - Current
SENIOR HEALTHCARE ASSISTANT - PART TIME
OAK COTTAGE NURSING HOME
11.2022 - 07.2024
Master of Science - International Hospitality, tourism and event management with advanced research
University of Hertfordshire
09.2022 - 08.2024
GUEST RELATION HEAD
MAMAZONIA DUBAI
06.2020 - 05.2022
MANAGMENT TRAINEE - FRONT OFFICE & GUEST RELTIONS
RADISSON BLU
07.2019 - 05.2020
Bachelor of Science - Bsc NCHMCT [National Council for Hotel Management & Catering Technology]
SRM IHM
07.2016 - 03.2019
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