VIBHU SEHGAL
Sydney,Australia
Summary
Experienced hospitality professional with 7 years of dedicated service in both India and the USA. A proven track record of delivering exceptional guest experiences and driving operational excellence in various hospitality settings. Adept at managing diverse teams and collaborating cross-functionally to ensure seamless operations. Skilled in implementing industry best practices to exceed guest expectations and achieve business objectives. Strong communicator with a passion for delivering outstanding service and fostering positive relationships with guests and colleagues alike. Seeking to leverage expertise and leadership capabilities to contribute to the success of a dynamic hospitality organization.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Experience Curator
Crystalbrook Collection
Sydney, New South Wales
05.2024 - Current
- Handled customer complaints professionally.
- Adhered to safety regulations while on duty in the lobby area, or elsewhere in the hotel premises.
- Coordinated cross-departmental communication to ensure seamless handling of VIP guests, special requests, and daily operations.
- Promoted hotel facilities and room upgrades to enhance revenue while maintaining guest satisfaction.
- Prepared reports on occupancy rates, revenue targets, and other performance metrics.
- Managed inventory levels of the front office team's supplies, equipment, and services.
- Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
Duty Manager
Lemon Tree Hotel
Delhi, India
08.2023 - 12.2023
- Implemented a customer feedback system that increased guest satisfaction scores by 20% within the first year.
- Planned menus, adjusted prices, monitored food quality, and portion sizes.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Maintained detailed records of sales transactions and daily shift reports.
- Optimized profits by controlling food, beverage and labor costs.
Guest Service Manager
The Eliot Hotel
Boston, USA
10.2021 - 04.2023
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
- Ensured compliance with relevant policies, procedures, and regulations regarding guest services.
- Created reports on daily transactions and sales activity for management review.
- Analyze statistical data regularly to identify trends or opportunities for improvement.
- Developed promotional campaigns aimed at increasing sales volume.
Guest Service Manager
A2Z Buying Services
Gurugram, India
10.2019 - 07.2021
- Assisted in the recruitment, training, and management of guest service staff.
- Monitored customer service operations to ensure quality standards were met.
- Managed inventory of supplies necessary for providing excellent customer service.
- Negotiated contracts with vendors or suppliers when needed.
Assistant Front Office Manager
Lemon Tree Hotel (Red Fox Hotel)
Goa, India
10.2018 - 09.2019
- Assisted the front office manager in developing, implementing, and monitoring operational policies and procedures.
- Created reports related to guest feedback surveys and service quality metrics.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests, and VIP guests.
- Monitored front desk staff performance, ensuring adherence to company standards.
Front Office Intern
The Eliot Hotel
Boston, USA
02.2017 - 02.2018
- Assisted with the check-in and check-out of hotel guests.
- Answered incoming calls and managed inquiries.
- Responded to emails regarding customer service issues or questions promptly.
- Assisted with training new employees on front office procedures and policies.
- Scheduled meetings and meeting rooms for staff, corporate partners, and customers.
Guest Services Associate
Lemon Tree Hotel (Red Fox Hotel)
Gurugram, India
06.2016 - 01.2017
- I welcomed guests in a friendly and professional manner.
- Provided information on hotel services, facilities, and local attractions.
- Processed payments for room charges, incidentals, and taxes.
- Resolved guest complaints in a timely and efficient manner.
Education
Masters of Management - Management
Macquarie University
Sydney, NSW12-2025
Bachelor of Science - Hospitality & Catering Science
RIG Institute
Greater Noida, India06-2016
Skills
- Customer Service
- Active Listening
- Problem-Solving
- Effective Communication
- Staff Training and Development
- Decision-making capabilities
- Restaurant Operations
- Sales and Marketing
- Inventory Control
- Operations management
- POS system knowledge
- Budgeting and financial management
- Customer experience strategy
Affiliations
- Macquarie University Global Leadership Program (MQ GLP)
- Volunteer Work
- Travel and Cultural Exploration
Certification
- RSA Certification
- HLTAID009 Provide cardiopulmonary resuscitation
- HLTAID011 Provide First Aid
- Event Management Certification from HTMi Switzerland
- Six Sigma White Belt Certification
- Rama Foundation's Women Empowerment Project
Languages
English
Native/ Bilingual
Hindi
Native/ Bilingual
Accomplishments
- Employee of the Month
- Team Leadership Award
- Implemented cost-saving measures that resulted in a significant reduction in operational expenses while maintaining service quality.
- Spearheaded the successful launch of a new guest loyalty program, increasing customer retention by 20% within the first year.
- Received commendation from senior management for outstanding performance during peak seasons and high-demand periods.
Volunteer Experience
- Sula Wine Workshop: Organized interactive sessions to explore the nuances of wine tasting and appreciation.
- Public Catering in Formula 1: Managed large-scale catering operations to deliver high-quality dining experiences at Formula 1 events.
- Public Catering in IPL (2014): Orchestrated food and beverage services to enhance spectator enjoyment during IPL matches in 2014.
- Airline Crew Layover Management: Coordinated layover logistics for airline crew members to ensure efficient and comfortable travel experiences.
References
References available upon request.
Timeline
Experience Curator
Crystalbrook Collection
05.2024 - Current
Duty Manager
Lemon Tree Hotel
08.2023 - 12.2023
Guest Service Manager
The Eliot Hotel
10.2021 - 04.2023
Guest Service Manager
A2Z Buying Services
10.2019 - 07.2021
Assistant Front Office Manager
Lemon Tree Hotel (Red Fox Hotel)
10.2018 - 09.2019
Front Office Intern
The Eliot Hotel
02.2017 - 02.2018
Guest Services Associate
Lemon Tree Hotel (Red Fox Hotel)
06.2016 - 01.2017
Masters of Management - Management
Macquarie University
Bachelor of Science - Hospitality & Catering Science
RIG Institute
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