Mahua Chaudhary
Sydney
Summary
Enthusiastic and motivated professional with solid understanding of student development and learning styles ready to become a Trainer and Assessor in Hospitality. Possesses excellent communication and interpersonal skills and connects with students from diverse backgrounds. Experienced developing engaging lesson plans and assessments to measure student progress.
I have industry experience of 16 years where I have worked for various luxury hotel brands like Marriott International, IHG hotels and Oberoi Hotels and Resorts. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Seeking opportunities to expand skills while facilitating company growth.
Highly organized, proactive and punctual with team-oriented mentality.
I have full unrestricted working right in Australia as I am a Permanent resident.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Workplace Trainer
IHG Hotels & Resorts
04.2021 - 03.2024
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Office Manager
Crowne Plaza Hawkesbury
04.2021 - 03.2024
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Updated reports, managed accounts, and generated reports for company database.
- Created, maintained and updated filing systems for paper and electronic documents.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
Front Office Manager
Euromed Cosmetic Clinic
06.2018 - 07.2020
- Coached employees through day-to-day work and complex problems.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Implemented staff training programs, improving employee performance and team cohesion.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Monitored customer service trends and provided insights to management team for further improvement.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
Hotel Duty Manager
Marriott International, Inc.
08.2016 - 03.2017
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
- Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures.
- Collaborated with the sales team to develop targeted marketing campaigns focused on attracting new guests.
- Served as a liaison between various departments within the hotel, ensuring smooth operational flow across all areas of responsibility.
- Assisted in budget management by monitoring expenses and identifying cost-saving opportunities.
Hotel Duty Manager
Oberoi Hotels & Resorts
05.2013 - 09.2015
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
- Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures.
- Collaborated with the sales team to develop targeted marketing campaigns focused on attracting new guests.
- Served as a liaison between various departments within the hotel, ensuring smooth operational flow across all areas of responsibility.
- Implemented inventory control systems for hotel supplies, minimizing waste while maintaining adequate stock levels.
- Reduced guest complaints by ensuring strict adherence to hotel policies and procedures.
- Streamlined hotel operations by effectively managing front desk, housekeeping, and maintenance staff.
Luxury Experience Manager
Oberoi Hotels & Resorts
08.2011 - 04.2013
- Conducted regular evaluations of team performance, providing constructive feedback and tailored coaching for continued development.
- Championed a culture of continuous improvement within the organization, contributing to long-term success and competitive advantage.
- Collaborated with cross-functional teams to optimize service offerings and drive business growth.
- Fostered open lines of communication among team members encouraging collaboration towards shared departmental goals.
- Implemented data-driven strategies to identify areas of improvement and effectively address customer pain points.
- Implemented best practices for issue resolution, minimizing response time while maximizing client satisfaction.
- Established strong relationships with clients, fostering loyalty and repeat business through exceptional service delivery.
- Motivated team members through recognition programs focused on rewarding high performers.
- Managed key accounts with diligence and professionalism, ensuring the highest level of service was consistently delivered.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Front Office Supervisor
Oberoi Hotels & Resorts
10.2009 - 08.2011
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Created, prepared, and delivered reports to various departments.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Implemented new reservation system, resulting in increased accuracy and reduced booking errors.
- Achieved high-quality service by maintaining open communication channels among team members.
Front Office Assistant
Oberoi Hotels & Resorts
02.2008 - 10.2009
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Responded to inquiries from callers seeking information.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
- Reviewed and updated customer information in database for accuracy.
- Provided clerical support, addressing routine, and special requirements.
- Restocked supplies and submitted purchase orders to maintain stock levels.
Education
Certificate IV TAE40122 in Training And Assessment - Hospitality
TAFE NSW
Liverpool, Australia06.2024
Post Graduate Diploma in Hotel Management - Hotel Management
Oberoi Centre of Learning And Development
India08.2011
Bachelor of Science - Hotel Management
Sikkim Manipal University
India08.2007
Diploma of Hotel Management - Hotel Management
Jagan Institute of Management Studies
India04.2007
Skills
- Customer Service
- Lesson Planning
- Teaching strategies
- Customer training
- Project-based learning
- Excellent Communication
- Talent Acquisition
- Onboarding Process Management
- Course design
- Exceptional communicator
- Coaching and Mentoring
- New Employee Training
Languages
English
Full Professional
Hindi
Native or Bilingual
Accomplishments
- Managed team of 15 staff members in my most recent role with IHG hotels.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Handled operations of well know luxury Wellness Spa to maximise revenue.
- Awarded Employee of the year in 2008, 2009 and 2010 in Oberoi Hotels.
- Handled training and development of the team of 15 employees at workplace and coordinated with corporate team in France.
Certification
- Will be completing the Certificate IV in Training and Assessment 40122 in June 2024
- Post Graduate Diploma of Hotel Management from Oberoi Centre of Learning and Development.
- Bachelors Degree in Hospitality and Tourism
- Graduate Diploma in Hotel Management
- Current clean Drivers License
- Professional references available on request.
Timeline
Workplace Trainer
IHG Hotels & Resorts
04.2021 - 03.2024
Office Manager
Crowne Plaza Hawkesbury
04.2021 - 03.2024
Front Office Manager
Euromed Cosmetic Clinic
06.2018 - 07.2020
Hotel Duty Manager
Marriott International, Inc.
08.2016 - 03.2017
Hotel Duty Manager
Oberoi Hotels & Resorts
05.2013 - 09.2015
Luxury Experience Manager
Oberoi Hotels & Resorts
08.2011 - 04.2013
Front Office Supervisor
Oberoi Hotels & Resorts
10.2009 - 08.2011
Front Office Assistant
Oberoi Hotels & Resorts
02.2008 - 10.2009
Certificate IV TAE40122 in Training And Assessment - Hospitality
TAFE NSW
Post Graduate Diploma in Hotel Management - Hotel Management
Oberoi Centre of Learning And Development
Bachelor of Science - Hotel Management
Sikkim Manipal University
Diploma of Hotel Management - Hotel Management
Jagan Institute of Management Studies
- Will be completing the Certificate IV in Training and Assessment 40122 in June 2024
- Post Graduate Diploma of Hotel Management from Oberoi Centre of Learning and Development.
- Bachelors Degree in Hospitality and Tourism
- Graduate Diploma in Hotel Management
- Current clean Drivers License
- Professional references available on request.
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