Front Office Executive (Duty Manager) – Reservations - ITC HOTELS – THE LUXURY COLLECTION - ITC Rajputana, Jaipur
(2025-06)
Front Office Executive (Duty Manager) – Reservations - ITC HOTELS – THE LUXURY COLLECTION - ITC Narmada, Ahmedabad
(2024-12 - 2025-06)
Guest Service Coordinator – Front Office (Reservations) - ITC HOTELS – THE LUXURY COLLECTION - ITC Narmada, Ahmedabad
(2023-06 - 2024-12)
Scope of Daily Operations and Responsibilities:
- Manage and verify room type availability and rate parity across all distribution channels and Online Travel Agencies (OTAs), systematically auditing inventory synchronization between MARSHA, SynXis CRS, and property management systems to maximize booking potential.
- Process and audit daily reservation entries, amendments, and cancellations within Opera and Opera Cloud PMS, ensuring all guest and corporate profiles strictly comply with brand standards and corporate policies.
- Identify booker needs through consultative profiling to determine and recommend the most appropriate room categories, actively driving strategic upsell opportunities during the inbound booking process.
- Coordinate large-scale group bookings from post-sales contracting to departure, managing payment collection milestones, updating rooming lists, configuring complex folios, and executing final group billing reconciliation.
- Respond to high-volume omni-channel queries received via direct telephone lines, dedicated reservations email queues, and the hotel website, consistently maintaining luxury service response times.
- Accommodate and meticulously document special guest requests within Opera and Opera Cloud, explicitly highlighting VIP profiles and specific preferences to guarantee personalized luxury stays and enhanced service delivery.
- Set up proper billing folios and financial routing in accordance with hotel accounting policies, and proactively brief the front desk team on unique handling instructions or special guest requirements.
- Protect property revenue by auditing booking guarantees and ensuring late-cancellation fees, discount impacts, and no-show charges are calculated and posted correctly into the property ledger.
- Generate and analyze key reservation and inventory reports for executive management review, leveraging PMS and CRS data to track cancellation trends, no-show ratios, and room-discount impacts.
- Develop strategic desk initiatives aimed at elevating five-star guest satisfaction metrics and driving active, property-level engagement with hotel loyalty programs.
- Collaborate directly with department heads and lead team meetings to streamline property-wide operational processes, align departmental objectives, and improve cross-functional communication.
- Manage team staff schedules dynamically to align workforce availability with peak reservation inquiries and peak service times, maximizing operational efficiency and service quality.
- Coordinate targeted team training programs to enhance luxury service delivery, internal system workflows, and hospitality skills across the reservations department.
Executive - Room Reservations - The Belvedere Golf and Country Club - Ahmedabad
(2022-11 - 2023-05)
- Managed full-scale room inventory allocation and reservation processing for a premium private club and resort facility, maximizing daily occupancy.
- Administered member and guest billing profiles, configuring precise folio accounts and multi-tier routing paths for club functions and events.
- Handled direct booking inquiries, modifications, and cancellations, ensuring room categories were perfectly matched to guest specifications.
Manager - CRS - Kavish Hotel and Resort India Pvt Ltd - Ahmedabad
(2021-11 - 2022-11)
- Managed Central Reservation System (CRS) configurations and channel operations, overseeing property-wide connectivity, distribution mapping, and rate configuration.
- Maintained rate parity across third-party OTA extranets, adjusting dynamic pricing strategies based on occupancy forecasts and competitor analysis.
- Audited monthly distribution channel performance reports to evaluate booking trends, cancelation impacts, and direct vs. third-party revenue generation.
Executive Reservation and Front Office - WelcomHeritage Mandir Palace and Mohangarh Fort - Jaisalmer, Rajasthan
(2019-10 - 2021-11)
- Executed dual responsibilities across front-of-house operations and reservations management for luxury heritage properties.
- Processed bespoke individual and leisure group bookings, managing guest relations pipelines to secure high-value packages and upselling premium heritage suites.
- Coordinated arrival lists, documented unique special requests, and conducted pre-arrival audits to ensure impeccable hospitality standards.
Front Office Assistant - Trulyy India Hotels Resort Camps and Safari India Pvt - Jodhpur, Rajasthan
(2017-10 - 2019-10)
- Welcomed guests and handled arrival/departure operations, managing the check-in queue while handling telephone and walk-in accommodation queries.
- Maintained high-accuracy cash drawers and payment posting entries, resolving baseline ledger questions directly at the front desk.
- Supported reservations processing during peak arrival hours, documenting special requests and updating the internal property data log.
