Jai Bains

Accomplished and growth-driven Hospitality Professional with over 6 years of progressive international and domestic experience in Premium Hotel Operations, Front Office Management, and Guest Relations. Proven track record of fast-track career progression within globally renowned Marriott-branded properties from Guest Service Representative to Front Office Manager. Highly adept at maximizing ADR, Occupancy, and RevPAR through strategic yield management, while consistently driving high Guest Satisfaction Scores (GSS/Medallia).

Possesses deep expertise in financial reporting, night audit reconciliation, cross-departmental operations, and training high-performing hospitality teams. Recently relocated back to Amritsar and available for immediate deployment in luxury/premium hospitality operations.

Front Office Manager - Aloft Vaughan Mills (Marriott International) - Canada

(2025-03)

• Spearheaded all Front Office operations, supervising a team of guest service associates to ensure strict compliance with global Marriott brand standards and operational excellence.
• Managed group room inventory, negotiated corporate accounts, and implemented strategic rate codes via the Marriott HPP platform to eliminate inventory leakage and maximize occupancy.
• Compiled and audited Daily Revenue Reports (DRR), managed labor budgets, conducted workforce planning, and minimized operational overheads without compromising service quality.
• Monitored guest feedback metrics (GSS/Reviews), formulated proactive service recovery frameworks, and effectively managed high-tier escalations.
• Coordinated high-volume sporting events and corporate group blocks through industry booking engines (HTG Sports, EventConnect).

Manager On Duty - Courtyard by Marriott - Burlington, Ontario, Canada

(2024-09 - 2025-04)

• Functioned as the primary operational authority in the absence of the General Manager, overseeing seamless synchronization between Housekeeping, F&B, Sales, and Front Office teams.
• Supervised overnight operations and night audits; audited accounts payable/receivable, resolved credit card chargebacks, and balanced daily financial summaries.
• Conducted regular safety and security property walks, handled overnight guest grievances, and drafted detailed management briefing logs for executive review.

Front Office Supervisor - Courtyard by Marriott - Vaughan, Ontario, Canada

(2022-09 - 2024-12)

• Led daily front desk shifts, assigned rooms for VIP arrivals, tracked real-time room availability, and executed strategies to boost walk-in revenues and upselling metrics.
• Audited guest folios, processed corporate billing/vouchers, managed city ledger transfers, and ensured smooth financial accounting procedures during shift closures.
• Mentored and onboarded incoming front office associates on PMS navigation, upsell techniques, and luxury hospitality etiquette.

Guest Service Representative - Courtyard by Marriott - Vaughan, Ontario, Canada

(2021-09 - 2022-09)

• Managed check-in/check-out touchpoints, executed elite loyalty member recognition protocols, and drove incremental hotel revenue through aggressive upselling of premium room categories.
• Maintained an accurate cash float, balanced point-of-sale (POS) receipts, and strictly adhered to security measures regarding guest safety deposit boxes.

Vocational Front Office Trainee - Best Western Hotels - India

(2019-06 - 2020-01)

• Handled direct reservations, executed seamless check-ins/outs, managed the hotel switchboard, and addressed guest queries regarding local itineraries and transport linkages.

Industrial Trainee - Taj Hotels & Resorts - India

(2018-12 - 2019-06)

Underwent rigorous foundational training across core operational departments: Front Office, Food & Beverage Service, Housekeeping, Food Production, and Human Resources. Developed deep operational insights into luxury guest protocols, corporate accounts management, and standard operating procedures (SOPs) of a premier 5-star hotel brand.

Post Graduate Diploma - Hotel & Resort Management - Lambton College Mississauga, Canada

Bachelor of Science - Hotel Management & Catering Technology - PTU University Punjab, India