Shivanu Bhasin
Springvale, Melbourne
Summary
Dynamic and results-oriented Hotel Duty Manager with over 7 years of experience in the hospitality industry. Proven track record of effectively managing daily operations to ensure exceptional guest experiences and smooth functioning of all departments. Skilled in leading and motivating teams to deliver high standards of service while maximizing revenue. Strong problem-solving abilities coupled with excellent communication and interpersonal skills, adept at handling guest inquiries and resolving issues promptly. Committed to upholding the reputation of the establishment and driving continuous improvement initiatives to enhance overall efficiency and profitability.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Duty Manager
Novotel Melbourne Glen Waverley
06.2023 - Current
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Supervised and guided junior staff members to ensure excellent guest experience.
- Oversaw room inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Resolved guest complaints professionally, maintaining a positive hotel reputation and fostering customer loyalty.
- Trained new hires in front office procedures, contributing to a knowledgeable and skilled team.
- Boosted team performance by developing customer service training materials, providing ongoing coaching, and constructive feedbacks.
- Coordinated and established seamless communication with other departments to ensure smooth hotel operations.
Reservation Supervisor - Clubs, Resorts & Travel
RACV
01.2022 - 06.2023
- Managed and oversee RACV Reservations department, including supervising reservations agents, scheduling, and performance management.
- Managed guest complaints and escalations via calls and email.
- Communicated with all relevant departments, such as housekeeping and Front Office, to ensure guest satisfaction.
- Developed and implemented training programs for reservations staff to ensure they had the necessary skills and knowledge to perform their jobs effectively.
- Closely worked with Resorts & Marketing to develop strategies to maximise yield and revenue.
- Cross-trained staff on upselling & cross selling techniques to maximise hotel revenue and agility.
- Monitor and track team performance to identify opportunities for improvement and development.
- Defined clear targets and objectives and communicated to other team members.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed SOPs, Training materials for new products and projects.
- Conducted team meetings & one on one sessions to ensure employees feel comfortable.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Reservation Specialist
RACV
12.2019 - 12.2022
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for RACV members.
- Ensured exceptional customer service by analysing situation closely and taking right actions.
- Helped customers make accommodations to fit needs by suggesting different amenities and packages for individual circumstances.
- Provided customers with information about availability and pricing.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Worked closely with front desk to achieve full occupancy of property.
Team Leader - Platinum Travel
American Express
05.2019 - 10.2019
- Lead and motivate the customer service and sales team, setting goals and expectations, and helping team members achieve their best performance.
- Ensure customer satisfaction by addressing concerns, resolving complaints, and ensuring that customer needs are met.
- Manage team performance by setting goals, conducting regular evaluations, and providing coaching and feedback to help team members improve.
- Drive sales performance by working with the team to identify opportunities to cross-sell or up-sell travel products and services.
- Ensure customer service excellence by responding to inquiries in a timely and professional manner and resolving customer complaints effectively.
- Identify training needs and develop training programs to ensure that the team has the necessary skills and knowledge to perform their jobs effectively.
- Identify opportunities to improve customer service and sales processes and implement changes to improve efficiency and customer satisfaction
- Analyze customer service and sales data to identify trends and opportunities for improvement.
Team Leader - Hotel Operations
Fareportal
04.2018 - 05.2019
- Lead, manage, and motivate the team in providing exceptional service to CheapOair customers.
- Monitor and track team performance to identify opportunities for improvement and development.
- Boosted customer service satisfaction ratings through consistent quality control.
- Develop and implement training programs for team members to ensure they have the necessary skills and knowledge to perform their jobs effectively.
- Monitoring team performance, including tracking sales figures, customer satisfaction ratings, and response times to inquiries.
- Trained staff on operating procedures, CRMs and other software.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Handling escalated issues and communicating with dissatisfied customers to find satisfactory resolutions.
- Conducting regular team meetings to discuss team performance, address concerns, and plan for upcoming projects.
- Creating and analyzing reports to measure team performance, identify areas for improvement, and make data-driven decisions.
- Managing team schedules, including assigning shifts, approving time-off requests, and ensuring adequate coverage during peak periods.
- Collaborating with other departments within the contact centre, such as IT and HR, to ensure smooth operations and resolve any issues that arise.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor’s - Hospitality & Hotel Administration
AIHM
IndiaSkills
- Leadership skills
- Communication skills
- Problem solving abilities
- Training and mentoring
- Cash handling
- Opera PMS & MS Office
- Team work
- Attention to detail
- Time management
Accomplishments
- Improved operational efficiency by streamlining workflows, introducing procedures.
- Increased team productivity by providing regular feedbacks, coaching addressing their daily issues improved overall team productivity.
- Increased customer satisfaction ratings by implementing new training methods, coaching methods and process improvements resulted in higher customer satisfaction ratings.
- Built a high-performing team through effective leadership, coaching, and mentoring
Certification
- Customer Service Excellence - Fareportal
- Professional Email Writing - Marriott International
- Leadership & Management - RACV
Timeline
Duty Manager
Novotel Melbourne Glen Waverley
06.2023 - Current
Reservation Supervisor - Clubs, Resorts & Travel
RACV
01.2022 - 06.2023
Reservation Specialist
RACV
12.2019 - 12.2022
Team Leader - Platinum Travel
American Express
05.2019 - 10.2019
Team Leader - Hotel Operations
Fareportal
04.2018 - 05.2019
Bachelor’s - Hospitality & Hotel Administration
AIHM
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