Nikhil Kubba has over 15 years of experience in hotel management, currently working as Duty Manager at Radisson Blu Plaza hotel in New Delhi. He previously held roles as Lobby Manager at The Park New Delhi and Front Office Executive at ITC Sheraton hotel. Kubba has a B.Sc in Hospitality Management and expertise in front office operations, customer service, staff management, and achieving financial goals. He has strong knowledge of hotel software systems, policies and procedures.
•Make calls to current or potential customers on behalf of a business, clients or leads
•Calls maybe for telemarketing, sales, fundraising, scheduling, surveying, or other purposes
•Respond of the question from clients with proper rebuttals depends on the answer of the leads
•Provide accurate valid, and complete information by using the right methods/tools
•handle queries from guests, customer or leads related to product or services, like technical support
•accounts management complaints or other issues.
•Open and maintain customer accounts by recording account information
•Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem
•explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
•Maintain financial accounts by processing customer adjustments
•Recommend potential products or services to management by collecting customer information and analyzing customer needs
•Manage large amounts of incoming calls and Generate sales leads
•Identify and assess customers’ needs to achieve satisfaction and close out or open call records
•Provide accurate, valid, and complete information by using the right methods/tools
•Handle complaints, provide appropriate solutions and alternatives within the time limits
•Follow communication procedures, guidelines, and policies
•Resolve customer complaints via phone, email, mail, or social media
•Use telephones to reach out to customers and verify account information
•Cancel or upgrade accounts and assist with placement of orders, refunds, or exchanges
•Take payment information and other pertinent information such as addresses and phone numbers
•Attempt to persuade customer to reconsider cancellation
•Inform customer of deals and promotions and Compile reports on overall customer satisfaction
1. Nikhil Kubba
Address : 108-109, 1st floor,
Pocket-3, Rohini-24
New Delhi – 110085
Mobile No: +91-9873283648
E-mail : nikhilkubba@gmail.com
Work Experience
.
- Currently working with Radisson Blu Plaza hotel, New Delhi, as “Duty Manager”
from March 2014 till present.
- Worked with The Park New Delhi as “Lobby Manager” from year (2010-2014)
- Worked with ITC Sheraton hotel (Starwood Hotels), New Delhi as Front Office
Executive from year (2006 – 2010)
- Completed Industrial Training from ITC Maurya Sheraton (Starwood Hotels), New
Delhi.
Job Profile:
Managing front office operations, ensuring superior customer service experience
Producing excellent customer service scores and well trained staff by focusing on
management from the lobby
Collaborating with staff in development of various initiatives designed to assist in
meeting customer service goals
Consistently achieving budgeted financial goals while maintaining consistent
service standards
Preparing the weekly schedule, handled all customer concerns in a pleasant and
professional manner.
Ensuring all employees were properly trained, knowledgeable and provided
excellent guest service.
2. Analyzing, investigating and resolving guest complaints
Coordinating monthly staff meetings that address any outstanding issues and
record the minutes as well as record the agenda.
Overseeing the daily activities of the property as a duty manager
Knowledge of Opera – cashiering/ reception/ billing/ reservation/ posting.
Night audit and rate posting/ rate check.
Screening arrival a day prior and planning/ forecasting busy hours and planning
accordingly.
Checking traces and action/ checking important arrivals and alerting various
departments.
Visitor policy and other security measures for guests, FRRO requirements / C
Form mandates.
Various audits carried out for the hotel and the requirements.
Emergency drills for death cases/ staff injury/ fire/ bomb and other crisis.
Rate codes and rate inclusions/ tax structure for various heads of expenses.
Medallia – tracking guest satisfaction.
Cost control measures in the hotel and department.
Club Carlson Membership details - Enrollment of maximum guests to the
programme.
Guest history management and VIP room snagging.
Stock and inventory handling / contingency supplies.
Frequent flyer programmes and entitlements of guests.
Complaint handling and resolution / writing an incident log and ensuring proper
recovery.
How to action Incident logs and closing the loop prior to departure / Apology or
courtesy mails /timely escalation to FOM for necessary intervention.
LRA standards for all areas of front office.
How to handle a walk in check in/ how much advance to take.
LRA Standard phraseology for a check out
Early check-in, Late check-out policy, cancellation policy
Follow up of no baggage / scanty baggage rooms
Outstanding payments- Bill in hold
Cancellation of a booking/ how to send cancellation mail / cancellation policy .
Room change process /Master key procedure and maintenance of registers.
Concierge information - Car fleet / airport distance/ charges of local run etc.
Hotel credit limit and keeping track of high balance/ follow up on interim
payment.
Process of no show and retention.
3. Qualification
- B.sc in Hospitality Management from BCIHCT Institute, New Delhi
- Completed 10th & 12th Boards from CBSE, New Delhi
Achievements
Completed “Train The Trainer Programme” at Radisson Blu Plaza, New Delhi
Personal Information
Father’s Name : Mr. M.K. Kubba
Date of Birth : November 27, 1985
Marital Status : Single
Hobbies : Listening to music, interacting, travelling.
Date: Nikhil Kubba
