Khushbu Jaikisan Topiwala
Vapi
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Self-motivated professional, HR generalist with experience of overall 15+ years in various aspects of Human Resource Management with Administration work process. This includes whole recruitment process, training, and development program, dispensing of payroll and benefits, HR policies and records management. Additional work experience of Front Office department in Maldives resort for 4 years.
Overview
22
22
years of professional experience
Work History
Front Office Executive
Ellaidhoo Maldives by Cinnamon
07.2024 - Current
- Managing day to day operations by ensuring the quality, standards and meeting the expectations of the guest daily
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Evaluate levels of guest satisfaction and monitor trends, with a focus on continuous improvement of our resort experience
- Ensure regular and VIP guests are recognized and that the Front office Department operates with a guest centric attitude going above and beyond providing unforgettable experiences
- Develops specific goals and plans to prioritize, organize and accomplish all work
- And set departmental objectives and goals, work schedules, policies and procedures
- Act in accordance with policies and procedures when working with front of house equipment and property management systems
- And comply and have a full understanding of the resort security, fire regulations and all health and safety legislation
- Maintain good communication and working relationships with all resort departments
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Manage Team members performance issues in compliance with company policies and procedures
- Recruit, manage, train and develop the Front Office team
- And performing other duties as assigned, requested or deemed necessary by management
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Guest Relations Supervisor
Cinnamon Velifushi Maldives
01.2020 - 07.2024
- Ensure that all operating standards are fully implemented, maintained, and exceeded thought out the reception to reach guest satisfaction
- Coordinate with the receptionist and assign in detail specific duties to all associates under her or his supervision
- Oversee all the arrivals and departures, including VIP guests; ensure communication to associates of any upcoming special requirements
- Excursions: escort all guests to the jetty for departures
- Driving the buggy: escort all VIP guests to the rooms
- Support the Front Desk during check-in and check-out times, always ensuring personalized and professional service to our guests
- Give information to guests who have no tour guides
- Allocating the rooms as per the reservation’s detail and arrange transfers from airport to resort (speedboat/seaplane)
- Ensure prompt, efficient, and accurate service for all the guests to achieve a high level of guest satisfaction
- Ensure communication both within the department and across the resort is timely, accurate, and comprehensive
- Ensure that the reception team does its utmost to upsell our resort's products and services
- Handle guest needs, inquiries, requests, and complaints by assuring appropriate action is taken or delegated until guest satisfaction has been met and exceeded
- Monitor guest experiences and actively seek verbal feedback from them on a regular basis
- Implement actions to make improvements to guest service
- Communicate daily with guests at the reception counter about their experiences, wishes, and needs
- Create with his or her team a warm, friendly, and welcoming atmosphere in the lobby
- Actively participate in upselling programs at the reception
- Insist that the front office and lobby area be cleaned at any time and cooperate very closely with the Housekeeping and Maintenance departments
- Ensure through proper supervision that the surroundings and entrance of the resort are always in proper shape and communicate any discrepancy immediately to the Lobby boy
- Is responsible for all report handling and giving them over to the front office, guest service manager, or duty manager
- Replying all the guest emails and reviews on all over social media sites and tracking review pro on timely manner
Sr. HR Executive
The Deltin, Daman
07.2018 - 12.2019
- Maintain employee records (soft and hardcopies)
- Organize, implement and maintain effective processes in Human Resources; specifically: Employee Relations, Recruitment, On-Boarding, Training, Compliance, Performance Management, Organizational Development / Change Management, Terminations, Benefits Administration and Human Resources Administration
- Provide day to day supervision and management of the HR team (staff of 5+) to ensure all targets are met
- Ensure consistency, efficiency, and Human Resources best practices are implemented into Human Resources processes
- Continually educate employees on company policies (including sexual harassment, appropriate dress, and social media permissions, etc.) and keep employee handbook current
- Administer or change benefits, health plans, retirement plans, etc
- Monitor employee progress and stay abreast on company climate and culture, ensuring it stays positive and productive
- Coordinate and direct work activities for managers and employees
- Foster cross-functional relationships and ensure managers and employees are properly connected
- Regularly meet with employees for progress reviews and assessments, discussing any problems or grievances they may have
- Promote a positive and open work environment where employees feel comfortable speaking up about issues
- Manage and supervise other HR staff, ensuring they are assigned and carry out proper tasks
- Hands-on experience with Human Resources Management Software (including attendance and payroll systems)
HR Admin Assistant
M/s. Pramukh Real Estate LLP
05.2015 - 05.2018
- Maintain employee records (soft and hardcopies)
- Update HR databases (e.g
- New hires, separations, vacation and sick leaves)
- Assist in payroll preparation by providing relevant data, like absences, bonus and leaves
- Prepare paperwork for HR policies and procedures
- Process employees’ requests and provide relevant information
- Coordinate HR projects, meetings and training seminars
- Collaborate with the Recruiter to post job ads on careers pages and process incoming resumes
- Manage the department’s telephone center and address queries accordingly
- Prepare reports and presentations for internal communications
- Provide orientations for new employees by sharing on boarding packages and explaining company policies
- Support senior managers and executives with daily clerical tasks
- Plan meetings and take detailed minutes
- Answer phone calls, provide information to callers or connect callers to appropriate people
- Schedule appointments and update calendar
- Make travel arrangements and reservations for senior managers
- Compose and type regular correspondence, like invitations and informative Material
- Develop and maintain a filing system
- Created spreadsheets and presentations
Spa Manager
Bliss Spa
11.2011 - 06.2015
- Developing customer relationships and measuring customer satisfaction
- Developing marketing and promotional strategies, as well as advertising campaigns
- Evaluating and establishing sales goals
- Hiring, training and developing staff
F&B Admin Assistant
JW MARRIOT
08.2010 - 08.2011
- Answering office phone calls, greeting internal as well as external guests
- Check voicemails, e-mails and faxes and follow up accordingly
- Process mail for Food and Beverage Director and Managers
- Order and maintain office supplies
- Fax copy and distribute as needed
- Compose and type correspondence for F&B Director as needed
- Process AP invoices for different vendors
- Coordinate and sign up new F&B employees for serve-safe certification
- Pro-active in gaining knowledge and skills in technological and educational advances for the continued development and advancement applicable to the company/department and staff
Customer Care Executive
Expert Cellular Service (Nokia Care)
04.2006 - 03.2009
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Accurately documented, researched and resolved customer service issues
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Acted professionally and patiently when addressing negative customer feedback
Assistant Secretary
M/s. Guardian Plasticote Ltd.
07.2005 - 03.2006
- Screening phone calls and dealing with enquiries where appropriate
- Making appointments and planning their manager’s diary
- Organizing and attending meetings; sometimes taking minutes and ensuring their manager is well-prepared for meetings
- Replying to emails, faxes and post
- Booking travel arrangements and accommodation when necessary
- Assisting with projects their manager might be working on by researching or writing reports
- Organizing and maintaining office systems
- Standing in for their manager in their absence
Customer Care Executive
M/s. Desai Automobiles Pvt. Ltd.
06.2004 - 06.2005
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools, meet targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file document
- Follow communication procedures, guidelines and policies Take the extra mile to engage customer requirements
Executive as well as Hostess
M/s. Silvassa Agencies & services Pvt. Ltd.
06.2002 - 06.2004
- Responsible for qualifying buyers by understanding buyer's requirements and interests
- Involved in demonstrating automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services
- Responsible for closing sales by overcoming objections, explaining, and offering warranties, services, and financing
- Understanding automobiles by studying characteristics, capabilities, and features
- Comparing competitive models
- Building and maintaining rapport with new as well as previous customers
Education
Dr. C. V. Raman University of Distance - Distance Education
Dr. C. V. Raman University
07.2018
Higher Secondary Education (10+2) -
Our Lady of Salvation
Santacruz, Maharashtra04.2005
Senior Secondary Education (10th Grade) -
ST. Anthony School
Santacruz, Maharashtra03.2003
Skills
- Exceptional workflow management
- Committed to maintaining data integrity
- Excellent listening skills
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Adherence to Human Resources Policy standards
- Excellent time management skills
- Strong problem-solving aptitude
- Familiarity with Key Performance Indicators (KPIs)
- Exceptional interpersonal communication
- Ability to handle multiple tasks simultaneously and in a fast-paced environment
- Flexibility to work different shifts including weekends and holidays
- Knowledge of reservations and front desk operations
- Experience in customer service and hospitality industry
- Leadership and team management abilities
Hometownaddress
24/246, LIG-1, Opp-New B Type, Near Amba Mata Temple, Vapi, Gujarat, 396195
Personal Information
Date of Birth: 12/14/85
Additionalskillsandachievements
English (Fluent), Hindi (Native), Gujarati (Native), Marathi (Fluent), Frank Finn Diploma in Airhostess & Hospitality, Intermediate knowledge of working Windows operating system, MS Office
Languages
Gujarati
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Advanced (C1)
English
Advanced (C1)
Interests
Reading Spiritual Books
Kriya Meditation & Yoga
Streaming Netflix and Listening songs
Timeline
Front Office Executive
Ellaidhoo Maldives by Cinnamon
07.2024 - Current
Guest Relations Supervisor
Cinnamon Velifushi Maldives
01.2020 - 07.2024
Sr. HR Executive
The Deltin, Daman
07.2018 - 12.2019
HR Admin Assistant
M/s. Pramukh Real Estate LLP
05.2015 - 05.2018
Spa Manager
Bliss Spa
11.2011 - 06.2015
F&B Admin Assistant
JW MARRIOT
08.2010 - 08.2011
Customer Care Executive
Expert Cellular Service (Nokia Care)
04.2006 - 03.2009
Assistant Secretary
M/s. Guardian Plasticote Ltd.
07.2005 - 03.2006
Customer Care Executive
M/s. Desai Automobiles Pvt. Ltd.
06.2004 - 06.2005
Executive as well as Hostess
M/s. Silvassa Agencies & services Pvt. Ltd.
06.2002 - 06.2004
Higher Secondary Education (10+2) -
Our Lady of Salvation
Senior Secondary Education (10th Grade) -
ST. Anthony School
Dr. C. V. Raman University of Distance - Distance Education
Dr. C. V. Raman University
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