NIKITA BILOCHI
Global Hotelier
Doha,Muscat
Summary
Experienced and versatile hotelier with a strong background in luxury hotels and resorts in the Middle East and Asia. Collaborated with diverse teams representing 70+ nationalities, fostering inclusive environments. Skilled in hotel openings, refurbishment projects, and implementing quality and efficiency enhancements. Expertise in leading large-scale operations in varying market conditions. Results-oriented, revenue-focused, and dedicated to delivering exceptional guest experiences.
Overview
17
17
years of professional experience
3
3
Bachelor’s Degree
Skills
Excellent work ethics and ability to adapt different cultural environments, team size, management philosophies, and operations styles & concepts
undefinedAccomplishments
Fairmont Lusail, Doha :
Pre-opening tasks and responsibilities, successful opening of the vanguard destination, Fairmont Doha
Successfully managed hotel opening with one of the most prestigious events “FIFA WORLD CUP” & achieved fully engaged guests, followed by another Qatar's major event “Qatar Economic Forum powered by Bloomberg”
Launched all Accor systems and tools efficiently throughout pre-opening phase
Hotel won Best Business Hotel in Qatar Award, year 2023
Sheraton Grand Doha Resort & Convention Hotel, Qatar:
2021- Achieved 100% score in Virtual Brand Standards Audit
2021 - Associate Engagement Survey achieved 95% (Score improved from 33% AES Pulse to 95% AES
2021 – Year to Date “Mobile chat response rate” 99.6%
Successful management of operational logistics during second lockdown where by balanced approach was coordinated to manage the manning without impacting client nor associate
Efficient management of key events such as MotoGP, FINA, Formula1 & Sports events such as Qatar Swimming association, Table tennis, Handball and many more
2021: Productively trained Guest Services Agent to achieve: AICR winner for receptionist of the year for Qatar” and “Top 5 finish in the world”
JW Marriott Marquis Hotel Dubai, UAE:
Improved Trip Advisor ranking (from 68 in 2015 to 18 during 2020) by implementing trainings, competition and goals for team. Analyze reviews and leading weekly meetings to ensure action planning and implementation
2019, 2018, 2017 & 2016 - Awarded highest recognized manager in Guest Satisfaction surveys and Trip Advisor reviews
2018 - Nominated for EDGE award (Excellence in Delivering Guest Experience) by Management for exceeding guest expectations and creating extra ordinary thoughtful gestures
Year on year improved Associate Engagement Survey resulting 96% engagement
2019, 2018, 2017, 2016 & 2015 - Achieved the top spot globally for Marriott Bonvoy Membership enrolments
2018 - Reduced cost of amenities by 40% by redesigning VIP and welcome amenity program, working closely with chefs to craft creative amenities keeping cost in control
Park Hyatt Hotel and Villas, Abu Dhabi, UAE:
2014 - Team of the year (for exceeding all business goals – Brand Standard Audit, Guest satisfaction, Revenue uplift and Employee satisfaction) by strong team work, trainings and leading by example
Work History
Director of Front Office
Fairmont Lusail
Doha, Qatar
05.2022 - Current
- Managing pre-opening and post opening tasks and responsibilities. Successfully managed project coordination, vendor contracts, and flawless execution.
- Actively participating in strategic planning and ongoing development of hotel, including project follow-up, revenue forecasting, budgeting, ensuring delivery of our environment commitments, overseeing health, safety and security of our guests and colleagues
- Commitment to service excellence through effective implementation and delivery of Accor's Core Standards and FORBES standards at all times
- Delivering exceptional service, Implementing high standards and fostering a solution-oriented work environment. Monitoring and assessing service and satisfaction trends, evaluating, responding and addressing issues.
- Managing movement of Ultra luxury clientele, High Ranking Government dignitaries, Celebrities and influencers while ensuring top notch service excellence
- Consistently offer professional, engaging and proactive guest service while supporting fellow Colleagues
- Lead, assist and support departments in the achievement of the financial and operational targets via effective organizational development, policy and procedural development, and appropriate colleague training activities.
- Foster a winning, solution-oriented work environment, motivating and engaging colleagues to continuously deliver the best possible service to our guests, ensuring the smooth and efficient delivery of engaging service from arrival to departure.
- Assist in the preparation of the annual strategic plan and achieve the goals and targets therein, ensuring monthly financial projections and results are accurate and on target.
- Oversee the selection, training and development of Colleagues to ensure timely recruitment and career growth.
- Ensure the implementation of standards of guest service and constantly seek ways to improve product and service as well as increase volumes and profits.
- Oversee the effective development and implementation of Front Office training programs
- Comply with health, fire and safety, all emergency procedures and hotel security guidelines
Front Office Manager
Sheraton Grand Doha Resort & Convention Hotel
Doha
01.2021 - 04.2022
- Strict adherence to all Health & Safety training, guidelines and work practices previous, during and following a pandemic, that are established by Marriott International, local government, international bodies including World Health Organization (WHO)
- Coordinated and implemented operations across diverse departments while proactively addressing guest complaints and monitoring daily guest satisfaction with minimum staffing levels and critical post-pandemic situations. Achieved all targets such as Enrolments, upselling, Guest surveys and reviews, Mobile key, Mobile Chat and more while maintaining employee engagement, controlling expenses.
- Ensuring all guest complaints and requests are addressed in a proactive manner and disputes are dealt with due diligence across the hotel
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Coordinating with L&D, F&B, HSKP & ENG, Marketing, Culinary, Loss Prevention, Finance, HR, and purchasing departments to ensure adequate coordination and operation implementation
- Ensuring all guest complaints and requests are addressed in a proactive manner and disputes are dealt with due diligence across the hotel
- Monitoring guest satisfaction daily and ensured the continuous improvement across all areas of the hotel
- Conducting meetings with executive community members and HODs on Guest Satisfaction scores, guest feedback analysis, problem solving, action planning and it’s timely followed up by all operational departments
- Cascading specific goals for the team and plan to prioritize, organize and accomplish
- Ensuring property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Job Aids
- Ensure all associates are properly groomed, maintaining poise and grace and using in-tune language
- Ensure that all standards are being adhered to, by training all personnel and monitoring their compliance
- Ensuring employee engagement, retention, and development by training, coaching, monthly job chat, personal development plans, mid-year and yearly appraisals, constant feedback sessions, individual projects & monthly department meetings
- Soliciting team feedback, utilizing an “open door” policy, and reviewing employee satisfaction results to identify and address employee problems or concerns
- Delegate and control the departmental expense budget and controlled payroll throughout the year
- Participating in the development of pricing and special promotional strategies with Sales and Marketing
- Negotiating with suppliers for the provision of materials and supplies
- Regularly update Senior Leadership on all operations achievements and key matter within th
Assistant Director Guest Experience
JW Marriott Marquis Hotel
Dubai
03.2019 - 03.2020
- Successfully drove stellar results by implementing and managing several projects that achieved cost efficiency, revenue maximization, guest loyalty, employee development and guest experience enhancement for Tallest 5 star hotel in the world with an inventory of 1,608 rooms. Managed a team of about 200 associates around 70 nationalities from diverse cultures in Front Office Department.
Guest Relations Manager
JW Marriott Marquis Hotel
Dubai
10.2016 - 02.2019
- Actively involved in conducting Guest voice meetings with executive committee members; with key focus on eliminating guest problem experience by minimizing the causes of most frequent issues and maintaining high rank on our Guest Voice Program.
- Key driver in improving Elite member appreciation score on Guest Voice by means of root cause analysis of problem experience and subsequent action planning and implementation.
- Involved in setting monthly upsell target along with FOMs followed by action planning on target achievement.
- Identifying prospective guests for enrolling into Loyalty membership program to achieve enrolment targets.
- Participating in Front Office P&L, critique meetings and forecasting.
- Responding to Guest feedback (any negative experience) that is reported via Guest Voice and TripAdvisor and taking corrective actions.
- Setting specific goals for Guest Relations team and cascading plans to priorities, organize, and accomplish tasks.
- Creating memorable Guest Experiences & WOW moments that are above and beyond guest expectations
- Ensuring property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Job Aids.
- Ensuring employee engagement, retention and development by training, coaching
- Soliciting team feedback, utilizing an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
- Handling customer care requests, enquiries and complaints. Supervising all areas of the Front Office in the absence of the Front Office Manager or Director of Guest Experience.
Assistant Guest Relations Manager
JW Marriott Marquis Hotel
Dubai
03.2015 - 09.2016
- Negotiated with vendors to obtain favorable rates for amenities and services while maintaining good working relationships.
- Coached and developed associates to improve soft skills and recovery techniques.
- Planned and implemented promotional activities to increase customer satisfaction.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Implemented successful strategies to increase customer satisfaction.
Assistant Manager Front Office
Park Hyatt Hotel and Villas
Abu Dhabi
02.2013 - 03.2015
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Delivered performance reviews, recommending additional training or advancements.
- Monitored customer service trends and provided insights to management team for further improvement.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Duty Manager - Pre Opening
The Lalit, Bharat Hotels
Jaipur, Rajasthan
10.2011 - 02.2013
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Assistant Guest Relations Manager
Hotel Clarks Amer
Jaipur, Rajasthan
04.2010 - 09.2011
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Monitored guest feedback, using to improve service and departmental operations.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Enhanced response and resolution systems to meet changing demands.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Planned and implemented promotional activities to increase customer satisfaction.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
Assistant Central Reservations Manager
Maharani Group of Hotels
Jaipur
09.2009 - 03.2010
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Worked closely with front desk to achieve full occupancy of property.
- Generated and reported performance metrics to management to inform decision-making.
Front Desk Executive
Maharani Palace Hotel
Jaipur, Rajasthan
03.2008 - 08.2009
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Conducted financial audits on scheduled basis.
Guest Relations Executive
Taj Jai Mahal Palace
Jaipur, Rajasthan, India
07.2007 - 02.2008
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Managed and improved customer service functions for reception and lounge areas.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Oversaw regulated greeting and internal processing of guests upon arrival.
Education
Bachelor of Arts - English Literature, Public Administration
University of Rajasthan
University Of Rajasthan 07.2005 - 06.2008
Technical Expertise
- Proficient in Opera, Opera Cloud, Reserve, IBM Lotus Notes, Triton, Guestware, Iscala, Salesforce/ Empower/GXI, Birchstreet, Material Control, Oasys, Resaweb, Hotel link, ACDC, Nuvola, AYAVA, MITEL, TIGER, TRUSTYOU, Medallia
Professional Credentials
- First aid training
- Core training - The 5 Choices to Extraordinary Productivity - International Version
- Core training - Seven Habits of Highly Effective People - International Version
- Fire safety and emergency procedures
- Marriott Interviewer Certification
- Core training - Foundation of Leadership by Marriott International
- Effective training skills by Marriott International
- TOPPS by Marriott International
- LEAD by Marriott International
References
To supplement my qualifications and enhance my candidacy for the position, I have a list of professional references available, which will be provided at an appropriate juncture of the recruitment process upon request of the recruiting team
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
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