Assistant Front Office Manager - The Roseate Ganges - Rishikesh
(2019-01 - 2020-03)
Head of Department
- Head of Front Office and in charge of operations.
- Work with the Executive Housekeeper for optimum room management.
- Observe all operational standards for all equipment and processes.
- Monitoring guest feedback regularly to ensure prompt, accurate, and efficient service.
- Talk to other HODs about the next day's accommodation needs.
- Establish departmental trainers and oversee all departmental training activities.
- Take care of guest preferences and complaints, delivering prompt, efficient, and personalized service.
- Manage inventory properly to maximize productivity and keep guests satisfied.
- Ensure all Duty Managers and Executives take an active role in the training and improve their skills and knowledge.
- Develop team and ensure standards of operation are maintained by delegating appropriate duties and responsibilities.
- Provide high standards of presentation and grooming for all members of the team.
- Assist House Keeping with daily operations and cleaning schedules, Room Service for amenities, Engineering for all repairs, and Security for safety issues.
- Maintain strict cashiering procedures, and coordinate billing issues with the Finance department.
- Establish and implement strategies to maximize the average room rate and maximize the sale of rooms.
- Maintaining historic data, competitive data and trends.
- Building constructive working relationships with Sales and Marketing.
- Handle billing issues. Prepare reports.
Resident Service Manager - Antara Senior Living Dehradun - Dehradun
(2016-01 - 2017-04)
Front Office Manager
- Prepared Standard Operating procedure for department.
- Prepared Job Description and KRA's for Team.
- Handled pre-opening budgets for the department.
- Created an online training module for Team.
- Recruited, managed, trained and developed the Resident Service team.
- Prepared the weekly schedule, handled all Resident concerns in a pleasant and professional manner.
- Ensured all employees were properly trained, knowledgeable and provided excellent guest service.
- Assisted with the daily administrative duties of the Community.
- Implemented mentor program to improve line-level communication.
- Assigned duties and shifts to Team.
- Coached and counselled Team to ensure adherence to policies, standards and procedures.
- Analyzed investigated and resolved Resident complaints.
- Coordinates monthly staff meetings that address any outstanding issues and record the minutes as well as record the agenda.
Training Manager - Radisson Hotel - Varanasi
(2014-05 - 2015-06)
- Recruiting online through Open Hire's career site.
- Design and implement training programs that support the hotel's business strategy.
- Training participants in management skills and following up to determine the effectiveness of newly acquired skills.
- Regularly review tracking system and ensures that employees attend all legally required training as scheduled.
- Provides comprehensive induction programs for all new employees.
- Trains customer service representatives.
- Analyze monthly customer service results to identify trends.
- Establishes plans with the department heads to ensure that customer service is maintained at all times.
- Deals with employee grievances and disciplinary matters on behalf of the Department Heads.
Front Office Supervisor - Taj Lake Palace Hotel - Udaipur
(2011-05 - 2013-09)
Taj Hotels and Palaces
- Provide personalized guest service, take responsibility for your actions, and work as a team.
- Listen to the guest, offer an apology with empathy, find a resolution and follow through on it.
- Orientates employees to the hotel and department and provides on-the-job training related to job duties.
- Plan and assign work for the shift.
- Assists guests with check-in and check-out procedures as well as throughout their stay at the front desk.
- Maximizes hotel revenue and cash flow by promoting hotel services and adhering to credit and inventory control procedures.
- Ensures that rooms are available and the hotel is in good standing.
- Confirms sold-out or near-sold-out nights with reservations.
- Ensure room availability and changes in house status with housekeeping; ensures the best possible room assignments are made.
- Conduct departmental training and develop lesson plans for the trainees.
- Manage duty rosters.
Front Office Assistant - The Oberoi Rajvilas - Jaipur
(2007-12 - 2010-12)
- Assigns rooms to guests and registers them.
- Providing assistance with preregistration and blocking of rooms for reservations.
- Understands and adheres to the proper credit, check-cashing, and cash handling policies.
- Understands room status and tracking of room status.
- Knows where rooms are located, what types of rooms are available, and the rates.
- Promotes the hotel's other services by using suggestive selling techniques.
- Keeps the housekeeping department informed of the status of the rooms.
- Be familiar with the reservations department. Responsible for taking same-day reservations and future reservations. Familiar with cancellation procedures.
- Knows how to operate front office equipment.
- Manage the check-out process for guests.
- Perform cashier duties, such as posting charges to guest accounts, raising payments, exchanging currency, etc.
- Provides safe deposit boxes to guests and closes them at the end of their stay.
- Utilizes proper telephone etiquette.
- Follows proper mail, package, and message handling procedures. Organizes courier mail.
- Initials the pass-on log and the bulletin board each day. Keeps informed about hotel activities and meetings.
- Participates in departmental meetings.
- Notifies the manager or assistant manager of any unusual occurrences or requests.
- Be familiar with all safety and emergency procedures, including accident prevention policies.
- Maintains the cleanliness and order of the front desk area.
