Minal Vadera

I have over ten years of experience in managing the front office and guest relations in five-star and four-star hotels. During this period, I have worked as a Duty Manager, Reception Manager, and as a supervisor-cum-Night Auditor. I have earned special praise from my superiors for providing efficient customer service and for managing my team smoothly. My special strength is my strong customer service background.

Commercial Operations Analyst - Iconic Hotels & Resorts (14 hotels)

(2025-08)

• Monitor/ review and spot-check systems and connectivity for all properties.
• Onboard new partners and suppliers
• Assist with preparation of forecasts, budgets and performance summaries.
• Support loading and management of rate codes, rate plans, promotion and restrictions in PMS and distribution systems (e.g., OTA's & channel manager)
• Ensuring that content displayed on our distribution channels is accurate.
• Assisting with audits, identifying issues and escalating errors to the relevant teams.

Distribution Support Executive - Park Plaza Hotels (34 hotels)

(2024-09 - 2025-05)

• Day-to-day distribution of rates, content, and product to all distribution systems.
• Support the Distribution & projects Manager and work closely with the Revenue Team Manager on various Distribution projects, including connecting new partners, optimizing online displays, and supporting hotel teams in a highly technical and specialist environment.
• Loading rates on a need basis.
• Optimizing hotels displays on 3rd party websites.
• Optimizing display and ranking on Global Distribution Systems.
• Updating the reported production of rate codes, companies, agents, and channel stats.
• Conduct rate and content audits on contracted OTA and online partners.

Customer Service Agent (Remote Based) - Park Plaza Hotels (17 hotels) - Remote

(2023-02 - 2024-09)

• Dealing professionally and helpfully with guests over the telephone and live chat with expected brand quality and standards.
• To meet expected KPIs and conversion targets set by management.
• Achieving monthly targets set by the business.
• Confirming reservations accurately and efficiently.
• Supporting additional tasks when required.
• Anticipate guests' needs and proactively provide them with personalized experiences and additional services, and products.

Reservation Agent (Remote-based) - Hilton Metropole, London (1,100 rooms) - Remote

(2021-11 - 2022-12)

• Handling guest reservations via phone, email, and online booking systems with accuracy and efficiency.
• Managing room inventory and maximizing occupancy rates.
• Maintaining up-to-date knowledge of room rates, packages, promotions, and hotel services.
• Processing cancellations, amendments, and no-shows according to hotel policies.
• Identify opportunities to upsell rooms, packages, or add-on services to guests during the reservation process.
• Ensuring all reservations are entered accurately into the system and special requests are communicated to the appropriate department.

Reservation Agent (Central Reservation) - Park Grand Hotels Ltd

(2015-10 - 2016-09)

• Working with the reservation team to ensure guests receive prompt, cordial attention and personal recognition.
• Taking hotel reservations over the telephone and via other media in response to faxes and websites, etc.
• Processing accommodation bookings and sending detailed confirmations.
• Checking the day-to-day arrivals to make sure those bookings are correct for guest arrivals.
• Check emails daily, ensuring they are replied to within 24 hours.
• Maintaining filing systems and ensuring correspondence is accurately filed and completed daily.

Front Office – Reception Manager - Millennium Bailey's Hotel (211 rooms)

(2012-10 - 2015-02)

• Managing the overall operations of the Reception and Front Office to improve guest relations and ensure optimum staffing as per business needs.
• Responsible for handling and tracking all online queries and complaints, and liaising with the front office manager to ensure appropriate actions are taken in a timely and orderly manner.
• Conducting familiarization tours of the property to highlight and market the unique selling points Propositions for prospective clients and business heads.

Front Office – Assistant Reception Manager - Village Hotel, Watford (120 rooms) - Watford

(2009-06 - 2011-09)

To assist the Front House Manager in leading an effective service team, including recruitment, training, development, supervision, and performance management to ensure the Client's satisfaction.

• Produce the weekly Rota and ensure all timesheets are compiled and signed off.
• To oversee the cashing-up procedure and reconciliation of takings.
• To hold department meetings at least once a month, to communicate new policies, procedures, or areas of concern within the department.
• To oversee the check-in and check-out process, ensuring the team is following the correct procedures.
• To deal with overbookings satisfactorily, ensuring all guests are accommodated alternately

Front Office - Reception Supervisor - Quality Hotel, Heathrow (120 rooms) - Heathrow

(2008-12 - 2009-06)

• Supervise the day-to-day operation of the reception desk.
• Trained the staff by using proper techniques and documentation.
• To assist with the reservations process when required and ensure that all reservations are put into the system.
• To liaise closely with Housekeeping regarding room availability and set up.
• Maximize the room sales and revenue for the hotel.
• Maintain up-to-date guest history and marketing databases.

Front Office – Receptionist & Night Auditor - Thistle Marble Arch (692 rooms) - London

(2007-06 - 2008-12)

• Assign rooms and issue room keys.
• Settle guest complaints with tact & diplomacy.
• Liaise with the bell desk to deliver luggage to the rooms.
• Check with the housekeeping department to see that the rooms are ready.
• Note requests for wake-up calls, Transport arrangements, and other general inquiries.

Receptionist - Kensington Close Hotel - London

(2006-12 - 2007-06)

Food & Beverage – Restaurant Hostess - Hotel Grand Hyatt (592 rooms) - India

(2005-07 - 2006-06)

• Analysis of the guest comment card filled in by the guest.
• Preparing the month-end report.
• Carry out appropriate service recovery if any complaints arise.
• Welcoming & greeting guests.

Postgraduate Professional Diploma - Hospitality Management - Albion College (2006 - 2009)

Diploma - Hotel & Catering Management - India International Trade Centre (2005 - 2006)

Higher Secondary - Maharashtra Board (2001 - 2002)

High School Examination - Maharashtra Board (1999 - 2000)