Sk Md usuf

Front Office Professional with 3+ years of experience in Front Office Operations, VIP Guest Relations, and Revenue Management.

Target roles: Front Office Officer / Guest Relations Executive / Duty Manager. Sustained 4.7–4.8/5.0 guest satisfaction scores. 100% same-shift complaint resolution with zero escalations.

Experience with OPERA PMS, OTA platforms, multicurrency billing, and night audit. Demonstrated expertise in room upgrades, ancillary upselling, and RevPAR-aware rate management.

Forbes Travel

Guide & LQA standards trained. Open to relocation nationally and internationally.

Guest Experience & Operations Lead - Wok N Grill - Sirsa, Haryana

(2026-01)

• Zero guest complaints recorded across 120-cover high-volume venue by applying luxury-style FOH service protocols — guest-first approach directly mirroring 5-star front office standards.
• 18% labour cost reduction confirmed across two P&L quarters through data-driven scheduling aligned to peak demand — demonstrates operational management capability beyond front desk functions.
• 15+ private events delivered with zero service failures by coordinating pre-event briefings, staffing ratios, and VIP guest communication — transferable to luxury hotel event and group booking management.

Property & Guest Relations Manager - Wind Valley Homestay - Pelling, Sikkim

(2024-06 - 2025-12)

• 4.8/5 guest score sustained through end-to-end ownership of pre-arrival communication, VIP-style personalised check-in, room readiness, and post-stay financial reconciliation — 90%+ review response rate maintained.
• 35% occupancy increase delivered by repositioning OTA listings with premium descriptors, dynamic rate management, and Forbes-aligned photography briefs — tracked via monthly booking performance reports.
• Referral programme built from zero contributing 20% of total bookings by structuring an incentive network with local operators and tracking outcomes via a custom rewards dashboard.

Front Office Manager - Hotel Hidden Palace - Gangtok, Sikkim

(2023-01 - 2024-03)

• 4.7/5 guest satisfaction score sustained across all OTA platforms (Booking.com, MakeMyTrip) by introducing pre-arrival coordination protocols, personalised guest preference notes, and same-shift complaint resolution — zero escalations to senior management in 22 months.
• Night audit & cash float ownership maintained with zero discrepancy record over full tenure by implementing structured OPERA-equivalent PMS documentation, multicurrency billing reconciliation, and daily revenue reporting.
• VIP arrival & amenity setup standardised for high-value guests by creating a room-readiness checklist and coordinating with housekeeping 2 hours pre-check-in — directly cited in repeat guest feedback.
• Room upgrade conversion introduced as an upselling touchpoint at check-in, contributing to improved RevPAR by offering tailored upgrade recommendations based on occupancy and guest profile.
• 40% faster inter-departmental response achieved by designing a written coordination protocol between front office, housekeeping, maintenance, and F&B — guest wait-time complaints eliminated within 6 weeks of rollout.
• 2 junior front office staff trained on OPERA-equivalent PMS entry, brand check-in standards, and complaint de-escalation — both retained and promoted within the property.

Class XII - Arts - ABSSN, Burdwan (2021)