Poonam Pawan Pandey Pandey
Duty Manager @Brilliant Convention Centre
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WORK HISTORY
Duty Manager @Brilliant Convention Centre
Indore, IN
Shift Supervision: Lead and motivate the front Desk team, and Bell staff. Conduct shift briefings to communicate occupancy levels, VIP arrivals, and special events.Guest Relations: Act as the primary point of contact for guest complaints. You are the \"problem-solver\" who turns a negative experience into a positive one through quick thinking and empowerment.VIP Handling: Personally meet and greet VIP guests, escorting them to their rooms and ensuring all special requests (amenities, preferences) are met.Operational Oversight: Monitor room availability, manage overbooking situations, and oversee the night audit process if on a late shift.Safety & Security: Act as the \"Incident Commander\" during emergencies (fire alarms, medical emergencies, or security breaches) until senior management or emergency services arrive.Inter-departmental Liaison: Coordinate with Housekeeping to prioritize \"rush\" rooms and with Maintenance to fix any room issues reported by guests.
EDUCATION
All India Council for Technical Education (AICTE)
PGDM, Accounting and Finance
P.M.B. Gujarati Commerce College, Indore
B.com, Accounting and Business/Management
Dr.B R Ambedkar School Of Excellance Harda
12th Pass, commerce
ISBA INSTITUTE OF PROFESSIONAL STUDIES
PGDCA, Computer/Information Technology Administration and Management
ABOUT POONAM PAWAN PANDEY PANDEY
With over 10 years of experience in the hospitality industry, I am a seasoned and skilled Senior Front Office Executive at Brilliant Convention Centre, a leading venue for events and conferences in India. I hold a PGDM in Finance and Marketing, and a PGDCA in Computer/Information Technology Administration and Management, which equip me with the knowledge and tools to manage the front office operations effectively and efficiently.As the leader of the front office team, I oversee the smooth and seamless functioning of all front line areas, such as reception, cashiering, reservations, telephones, night auditing, guest relations, and travel desk. I am responsible for ensuring the highest level of service and satisfaction for our guests, handling their needs and expectations with professionalism and courtesy. I also coordinate with internal and external stakeholders, such as sales, housekeeping, F&B, security, vendors, and travel agents, to optimize the revenue and occupancy of the hotel. Additionally, I handle group and corporate allocations, manage GDS bookings, and monitor the reservation systems. I am passionate about creating memorable and positive experiences for our guests, and I constantly seek feedback and improvement opportunities.
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