Vivek Joshi
+91 8439101020| vivekjoshi487@[Link]
Experienced and skilled Guest services officer with expertise in Hotel Management, Food &
Beverage operations, Events Planning, Customer Loyalty Programs, Training, Relationship
Management and Team building. Seeking to attain career progression & enrichment, via working
in the hospitality sector and focusing on my passion for customer service and relationship
management.
WORK EXPERIENCE AND PROFESSIONAL QUALIFICATIONS Education And Academia
February 2017 – Present: Taj Diplomatic Enclave, New January 2014 – January 2016 : Management Trainee
Delhi as a Duty Manager ITC Hospitality Management Institute, ITC Hotels
January 2016 to January 2017: Hyatt Regency, New Delhi
as a Duty Manager 2014 - 2017 : B.A Tourism Studies, Indira Gandhi National
Open University
January 2014 to January 2016 : ITC Grand Bharat – A Luxury
Collection Retreat, Gurugram as a Manager Under Training
(Training Included multiple other ITC hotels however the 2015 : Six Sigma Green Belt Certification ITC Hotels
most of the time was at ITC Grand Bharat)
2015 : “French Wine” Training by ITC Hotels
January 2013 to January 2014 : Clarks Inn, Hubli as a Hotel 2016 : Train the Trainer, Hyatt Hotels & Resorts
Operations Trainee
2016 : Code of business conduct, Hyatt Hotels & Resorts
2016 : Diploma in privacy and information security, Hyatt
Hotels & Resorts
RESPONSIBILITIES:
Responsible for Planning & Administering with the hotel management experts.
Responsible for management of all front office operations including reception, reservation, concierge and business
center
Seamlessly orchestrated major events such as the Indian Premier League, Heads of State Visits, Corporate Events etc
Implemented six sigma methodologies to investigate the discrepancy in guest ratings by the nationality of the
guests, in an attempt to seek further insights into each one of our customer types and their respective segments
Led the successful roll-out of the new Operations & CRM Tool – Fidelio Opera, and was responsible for regular
training and development to ensure compliant and accurate usage
Actively sought to provide personalization, rewards & recognition to each one of our esteemed guests, leading to
higher revenue recognition for the hotel, increased customer satisfaction and in turn leading to a higher retention
rate
Responsible for creating a learning environment
Conceptualizing the concept of the Retreat Host
Taking personalization to a different level with luxury quotient
To maintain the Luxe and Luxury quotient in all our services
Responsible to drive Training and making it a core part of everyday operations
Oversee everything from concept development, standardization of process, training, staffing etc.
Responsible for establishing a corporate identity and marketing campaign with close coordination with sales &
marketing team.
Responsible for operation standards and procedures.
Custodian for all Long Staying guests.
KEY PROJECTS DURING TRAINING :
Managing a Luxury Hotel ~ ITC Maurya – A Luxury Collection Hotel, New Delhi: Performed on the job training to
understand various nuances of management in a luxury hotel via interacting with sales, marketing, purchase and
front office teams.
Pre Opening ~ ITC Grand Bharat – A luxury Collection Retreat, Gurugram: Responsible for pre-opening planning and
execution activities via working as an Understudy Manager, with the pre-opening team.
Customer Touch Points & Guest Experience ~ ITC Gardenia – A Luxury Collection Hotel, Bangalore: Responsible for
evaluating customer touch points and improving guest experience via coordinating activities with various
departments such as Front Office, Food & Beverage, Banquets & Transportation.
Competition Appreciation ~ ITC Maurya – A Luxury Collection Hotel, New Delhi: Performed a thorough analysis of
competitor landscape in New Delhi, India, via visiting different hotels such as Shangri La, Marriott, Taj etc as a
customer, to understand the “Wow” factor of different hotels and thereby adopt best practices.
PERSONAL DETAILS:
Date of Birth : 18th December 1995
Marital Status : Single
Hobbies : Reading
