Hotelier India Awards 2018, Front Office Manager of the Year, Upscale to Mid-Market,

WINNER: Prasad B Abhyankar

The Fern Goregaon, Mumbai

Prasad Abhyankar’s responsibility, as part of the team, is to implement established standards of service and to restructure the entire Front Office department in terms of manning, SOPs, yearly budget and cost control. At The Fern Goregaon, he has maintained a Guest Satisfaction rating of 95% since 2016. He has successfully implemented high impact sales initiatives that resulted in increased occupancy and revenue year on year.
It has been proven that negative reviews often lead to lost revenue for any hotel. Abhyankar makes sure that he meets guests personally during their stay to understand their problems and escalate any issues brought to the fore to the management in real-time, allowing concerned departments to address them before it leads to terrible reviews. He practices this as a rule in daily operation and has converted 5% of unhappy guests into repeat clients for the hotel.