Experience

June 2015 - Present Asst. Front Office Manager at Monotel Hotel, Kolkata India (A unit of Mono Orion Foods India Pvt. Ltd)

• Analyze and Review Customer Satisfaction (Guest Feedback, Social Media Review).
• Analyze and Review Financial Performance (Up selling, Room Revenue optimization).
• Show Initiative towards the job , Solve any problems related to Front Office, Train Staff, Lead the Front Office Team.
• Manage and motivate the Front Office team in order to provide a high standard of service for guests.
• Welcome guests and encourage customer loyalty through professionalism and hospitality.
• Develop quality relationships with guests throughout their stay.
• Handle any guest complaints or complicated situations that cannot be settled directly by team members and provide solution.
• Organize and supervise guest arrivals and departures with the front office executive and duty managers.
• Provide high level of customer service and maintain a high profile in the day to day front office operations.
• Ensure that personalized service is offered to each and every guest.
• Ensure that the proper room tariff for Corporate guests and leisure guests are implemented and internal audit procedures are duly applied.
• Supervise the management of debtors (Bill to Company invoices), group and individual guest invoicing and cash operations.
• Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Prepare monthly and daily revenue report and circulate to all HOD’s.
• Prepare Room revenue and occupancy forecast and take action on rate strategies.
• Take active participation in recruitment of new team members for front office.
• Integrate and train employees, providing support for skills development.
• Ensure that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
• Ensure that the workplace remains clean and tidy
• Ensure team members have current knowledge of hotel products, services, facilities and amenities, pricing and policies and knowledge of the local area and events.
• Make sure that the hotel’s pricing policy and sales pitches are duly applied in order to optimize REVPAR
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensure that guest documentation and information is available and up-to-date

Sept 2014 – Feb 2015 Front Office Manager at Sodexo Food Solutions India Pvt. Ltd (Onsite: Jamnagar, Gujarat)

• Train and cross-train all front office personnel
• Participate in the selection of front office personnel
• Schedule the front office staff
• Supervise workload during shifts
• Maintain working relationships and communicate with all departments
• Maintain master key control
• Verify that accurate room status information is maintained and properly communicated
• Resolve guest problems quickly, efficiently and courteously
• Update group information. Maintain, monitor and prepare group requirements. Relay information to appropriate personnel.
• Receive information from the previous shift manager and pass on the relevant details to the oncoming manager
• Check cashiers in and out and verify banks and deposits at the end of each shift
• Conduct regularly scheduled meetings of front office personnel
• Wear the proper uniform at all times. Monitor that all front office employees wear proper uniforms at all times.
• Maintain and upkeep the hotel’s commitment to hospitality
• Ensure implementation of all hotel policies and house rules
• Ensure that proper logging and delivery of all messages, packages and mail is done in a timely and professional manner
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
• Monitor all V.I.P’s special guests and requests
• Review daily front office work and activity reports generated by Night Audit
• Review Front office log book and Guest feedback forms on a daily basis
• Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
• Perform duties as requested by management.

Jul 2007 - May 2014 Duty Manager/ Guest Services Manager at Holiday Inn Express, Hammersmith

• Manage tasks of posting and balancing charges and settlements for room service and facilities
• Ensure that all charges of the day have been properly posted to appropriate guest folio/ master account
• Accountable for all miscellaneous and front office charges as well as adjustments have been posted and balanced out
• Ensure that all the charges of the guest have been balanced and appropriate reports have been run and all supporting documentation is attached to the appropriate report
• Handle the tasks of preparing and distributing managers’ report on a daily basis
• Responsible for balancing guest ledger entries of the hotel, comprising of room service charges, room charges and call charges of the guest
• Perform responsibilities of maintaining files and resetting systems for the next day’s operations
• Closing and balancing all room accounts, counting and balancing cash and credit card receipts
• Make adjustments or corrections to accounts as required
• Handle various computer audit report and filling in for the front desk clerk as needed
• Ensure that the hotel standards for guest services and work habits are met
• Responsible for handling guest requests and ensure that appropriate actions have been taken
• Providing assistance to the customers with resort’s amenities and services
• Accountable for the check – in & out procedures and collecting payments
• Distributing guest and staff mail and messages as necessary
• Assisting the guest reservations and executing the proper functions of the reservation system
• Coordinating with the internal department processed the requests of the clients