Rajib Roy

Managed daily property operations to ensure optimal performance, exceptional guest service, employee professionalism, operational excellence, and profitability. Directed and coordinated with internal stakeholders to maintain seamless operations and high service standards. Led and mentored the reservations team to deliver an accurate, efficient, and error-free guest experience while achieving departmental financial targets.

Oversaw the end-to-end reservations process, ensuring compliance with established policies and procedures, while promoting internal sales and upselling opportunities across the property's facilities. Worked closely with the Revenue Management team to implement pricing strategies, optimize room occupancy, validate reservation system configurations, and maintain best-practice standards to maximize revenue, occupancy, and overall operational efficiency.

Room Reservation Manager at Shangri-La Bengaluru (2025-09 – Present)

• Managing group, corporate, FIT and retail reservations, ensuring accurate booking details and smooth pre-arrival coordination.
• Developed strong expertise in room inventory management, room availability control and revenue protection.
• Handling rooming lists, group blocks, rate codes, and payment terms and booking amendments with high attention to detail.
• Strengthened knowledge of Opera PMS, Book360, Reslink and reservation-related systems and processes.
• Coordinating closely with Front Office, Revenue, Sales, Finance, Income Audit and senior management to ensure seamless booking operations.
• Learned to manage high-volume reservations and last-minute changes while maintaining service standards.
• Developed stronger understanding of inventory optimization and room allocation.
• Handling rate, upgrade, complimentary and special approval processes in line with hotel policies.
• Improved team coordination and leadership skills through daily task allocation, roster planning, team Briefing, operational guidance and quality control.
• Developed stronger understanding of hotel reservation procedures, controls, audit requirements and interdepartmental communication.

Room Reservation Manager at JW Marriott Bengaluru (2024-04 – 2025-07)

• Managed individual, corporate, group and VIP reservations, ensuring accurate booking and guest preference handling.
• Strengthened expertise in Marriott reservation systems, brand standards and reservation procedures.
• Learned effective inventory management and room-type availability control during high-demand periods.
• Handled group room blocks, rooming lists, billing instructions, special requests and booking modifications.
• Worked closely with Revenue Management and Sales to understand rate strategies, demand patterns and inventory decisions.
• Developed practical knowledge of ADR, Occupancy, RevPAR and basic revenue-management concepts.
• Improved understanding of Marriott operational standards, guest loyalty requirements and service expectations.
• Developed leadership and decision-making skills while managing daily reservation operations and coordinating with other departments.

Assistant Reservation Manager at Aloft Bengaluru Outer Ring Road (2022-05 – 2024-04)

• Managed day-to-day reservation operations, room inventory and booking controls.
• Gained strong hands-on experience in Opera PMS, Marsha, HPP, CTAC, reservation procedures and rate management.
• Introduced and improved reservation processes, rooming-list procedures and booking controls.
• Developed experience in rate audits, voucher verification and reservation quality checks.
• Worked on Reslink processes and improved coordination between reservation and other hotel departments.
• Gained practical exposure to FIT and group commission review and reconciliation.
• Improved understanding of package taxation, room and meal components, and system configuration.
• Learned to independently manage reservation operations and resolve system/process issues.
• Developed stronger analytical skills through rate comparison, inventory monitoring and reservation audits.
• Built confidence in taking ownership of the reservation function and implementing operational improvements.

Reservation Supervisor at Hyatt Regency Kolkata (2021-10 – 2022-04)

• Supervised daily reservation activities and booking enquiries while ensuring accuracy and timely follow-up.
• Developed knowledge of Hyatt reservation standards, systems and guest service procedures.
• Managed FIT, corporate and group reservations, including amendments and cancellations.
• Learned effective room inventory control and coordination with Front Office and Sales.
• Handled guest preferences, special requests and pre-arrival information to support personalized service.
• Developed team coordination and supervisory skills through daily task monitoring and operational follow-up.
• Improved knowledge of reservation reports, booking controls and basic revenue concepts.
• Strengthened communication skills through regular coordination with guests, travel agents and internal departments.

Front Desk, Back Office & Concierge Associate at The Westin Kolkata (2018-05 – 2021-09)

• Gained comprehensive experience across Front Office, Back Office and Concierge operations.
• Developed strong understanding of the complete guest journey from reservation and arrival through departure.
• Handled check-in, check-out, room allocation, guest requests and billing coordination.
• Learned effective guest complaint handling, service recovery and personalized guest engagement.
• Gained experience in coordinating with Housekeeping, Engineering, Food & Beverage, Reservations and other departments.
• Developed knowledge of Marriott brand standards and guest service expectations.
• Handled concierge responsibilities including guest assistance, local information and transportation coordination.
• Built strong foundation in hotel operations, communication, problem-solving and customer service.
• Developed the ability to work effectively in a fast-paced, guest-facing environment.

Front Office Associate at Holiday Inn Kolkata Airport (2017-01 – 2018-02)

• Gained foundational experience in Front Office and guest service operations.
• Learned check-in and check-out procedures, room allocation and guest registration.
• Assisted with guest enquiries, requests and basic complaint resolution.
• Developed understanding of hotel policies, room categories, rate structures and daily Front Office operations.
• Learned effective coordination with Housekeeping, Reservations and other operational departments.
• Developed professional communication, telephone etiquette and guest-handling skills.
• Built a strong foundation in hospitality service standards and hotel operational procedures.

Industrial Trainee – Hotel Operations at Courtyard Pune Hinjewadi (2016-05 – 2016-10)

Rotations: Front Office | Finance | Food & Beverage | Kitchen | Housekeeping | Revenue

• Gained practical exposure to the complete hotel operation through cross-functional departmental training.
• Learned the fundamentals of Front Office operations, guest handling and reservation procedures along with finance back hand work coordination.
• Developed exposure to Food & Beverage service and kitchen operations.
• Learned the importance of housekeeping standards, room readiness and hotel hygiene.
• Developed an understanding of how different hotel departments work together to deliver the overall guest experience.
• Built a strong foundation in hotel operations, teamwork, discipline and professional hospitality standards.

Diploma in Hotel Management – Subhas Bose Institute of Hotel Management (2014 – 2016)

Secondary Education – TBSE (Tripura Board of Secondary Education) (2011 – 2011)