Front Office manager
Resume:
Resume Summary
Resume Title
DIHBM with **years of experience in the Hotel industry
Contact Information
Somodutta Das Mohapatra
Erande Terrace - FlatNo.13,
Preet Nagar Society
Sangharsh chowk,
Chandan Nagar
Pune - 411014
Email:acs5bb@r.postjobfree.com
Mobile: 91-837*******,91-977*******
Landline:
Current Location: Gangtok
Personal Information
Date of Birth: 06th August 1982
Gender: Male
Nationality: India
Professional & Educational Details
Work Experience
11 years
Skills
HEADING DEPARTMENT SMOOTHLY WITH PLANNING, MARKET REVIEW AND TRAINNING.
Industry
Hotels
Category
Hotels
Roles
Front Office Manager
Current Employer
Mayfair spa resort and Casino
Current Annual Salary
5 lacs 33 Thousand per annum
Previous Employer
The Deltin Suites – Goa – Delta Hospitality
Highest Degree Held
DIPLOMA IN HOTEL & BUSINESS MANAGEMENT
HOBBIES
Traveling, Watching Movies, Listening Music
Detailed Resume
OBJECTIVE: A progressive position as “Front Office Manager” in a reputed organization.
1)Working as an “Front Office Manager” at The Deltin Suites – Goa (Delta Hospitality Pvt Ltd.) (4* Star Hotel) From 11th September 2013 till Date. The Deltin Suites a 4 Star Casino Hotel under Delta Hospitality Management with 3 Hotels & 3 casinos’s in India. The Deltin Suites, Goa well equipped with 106-Rooms, and 2 Banquet halls., Multicuisine restraunt, Coffee shop, spa, game zone and all facilities need for business as well as leisure clients.
2)Worked as an “Front Office Manager” at The Lagoona Resort – Lonavla (Concept Hospitality) (4* Star Hotel) From 01st Dec 2011 till 31 August 2013. The Lagoona Resort a 4 Star resort under Concept Hospitality Management with 45 Hotels in India. The Lagoona resort, lonavla well equipped with 68-Rooms (And more 60 rooms to be opened) Total – 128 Keys, and 5 Banquet halls., Multicuisine restraunt, Coffee shop, spa, game zone and all facilities need for business as well as leisure clients.
Front Office Manager.
Having a proper track on reservation Department.
Having a proper track on RCI & Club member’s reservations.
Supervise the Front office team to ensure optimum occupancy & average room rate for the purpose of maximizing revenue. Sales orientation, Discipline, Cost reduction, Tip distribution
Ensure the priority members; repeat guests & other VIPs receive special attention & recognition.
Assignment of duties, Checkpoint for front office assistants, Flexibility to work rotating roaster etc.
Maintain Guest Relations & inter-department relationship to ensure seamless customer service
Responsible for ongoing training in the dept which is necessary to maintain and improve service, profit margins, approve upgrades & special amenities.
Develop and maintain a motivational environment within the dept
Manage and develop all front office executives & provide them with necessary coaching, support & guidance as required Facilitate learning and development for all the team members within the multi-skilled framework
Schedule and regularly conducts routine inspections of areas under my control, Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
Communicate to team any changes in process or systems of Front Office or the hotel
To Prepare efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
Situation Handling, Implement systems & procedures that achieve high degree of cost efficiency and guest delight
Keep a constant watch on competitors activities to remain updated on market trends
Main responsibilities included increasing overall business and room occupancy through various methods such as monitoring daily sales calls.
Operational
Overall in-charge of operations at all areas of Front Office including Front Desk, reservation department, Guest Relations, Business Centre, On request pick & drop service, Bell Desk Maintain the log book and effective follow up systems
Conducting daily shift briefing / meetings to pass on all relevant & IMP information to the associates
Ensures the guest has pleasant stay by supervision at the Front Desk
Check-in, Check-out, Room Allocation, Special preferences, VIP arrivals and Room checks
Ensures staff follows laid down standards and procedure
Ensure through and regular monitoring of guest feedback. The same to be captured and worked upon & Prompt, efficient and accurate service to all the guests
Involves effective and humble communication with guest for interim bill settlement in order to keep their outstanding bills within the corporate specified limits
Spot check cash floats to ensure amount is correct as issued by the accounts dept
Ensure associates are up to date with Hotel product knowledge, including room types, rates (tariff), relative features and facilities, food and beverage outlets, spa and health club
Be updated and reinforce that all policies and procedure of the Hotel are followed
Conduct regular room and floor inspection to ensure standards are being maintained
Ensure through regular monitoring of guest feedback, prompt, efficient, and accurate service to all guests
Monitor the business of competitor hotels
Work in association with Housekeeping team for
Effective room’s management
Reservation Department operations & Tele Sales.
Departmental trainer, involved in training the frontline staff hospitality foundation modules and front office foundation modules
Ensuring that every guest has a guaranteed mode of payment
Ensuring that after every guest’s feedback has been captured and it is passed on to Management.
Ensures that necessary action is being taken as per guests feedback after every event through sending thank u letters.
Provide up to date information on the hotel and city to guest
Execute government formalities regarding foreigner guest
Reservations, Cancellation of reservation and Tally reservation register in coordination with sales & marketing team on daily basis
Follow up for the payment of long staying guest
Group check ins and helping front office associates in busy schedule
Ensure that all inquiries received are handled immediately
Responsible to provide an excellent level of service to customer and to assist with guest services in various areas such as reception, communication and other.
Planning and organizing work flow of Front office.
Coordination with different departments such as- HR, Sales, A/c and Regulatory
Conceptualizing and updating MIS, Sourcing Associates, Establish initial Communication
Responsible for keeping records of all relevant reports and agreements entered into by the firm Maintaining Employee personal records,
3) Worked as an “ Reservation Manager” at St.Laurn business hotel – Stlaurn hotels & Resorts Group (4* Star Hotel) From 01st March 2007 till 30th Nov 2011. Stlaurn a new brand in Hospitality World with 4 Hotels in India. The Stlaurn Business hotel Pune well equipped with 63-Rooms and Banquet hall., Bar, Coffee shop, lounge bar And all facilities need for business as well as lessiure clients.
Corporate Reservation Manager.
1.RFP Procedures.
2.CVGR tie ups.
3.Toll free operations
4.GDS updation
5.Create Packages
6.Portals Tieup.
Having a proper track on reservation Department.
Supervise the Front office team to ensure optimum occupancy & average room rate for the purpose of maximizing revenue. Sales orientation, Discipline, Cost reduction, Tip distribution
Ensure the priority members, repeat guests & other VIPs receive special attention & recognition.
Assignment of duties, Check point for front office assistants, Flexibility to work rotating roaster etc.
Maintain Guest Relations & inter-department relationship to ensure seamless customer service
Managerial
Responsible for ongoing training in the dept which is necessary to maintain and improve service, profit margins, approve upgrades & special amenities.
Develop and maintain a motivational environment within the dept
Manage and develop all front office executives & provide them with necessary coaching, support & guidance as required Facilitate learning and development for all the team members within the multi-skilled framework
Schedule and regularly conducts routine inspections of areas under my control, Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out.
Communicate to team any changes in process or systems of Front Office or the hotel
To Prepare efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration projected occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
Situation Handling, Implement systems & procedures that achieve high degree of cost efficiency and guest delight
Keep a constant watch on competitors activities to remain updated on market trends
Main responsibilities included to increase overall business and room occupancy through various methods such as monitoring daily sales calls.
Operational
Overall in-charge of operations at all areas of Front Office including Front Desk, reservation department, Guest Relations, Business Centre, On request pick & drop service, Bell Desk Maintain the log book and effective follow up systems
Conducting daily shift briefing / meetings to pass on all relevant & IMP information to the associates
Ensures the guest has pleasant stay by supervision at the Front Desk
Check-in, Check-out, Room Allocation, Special preferences, VIP arrivals and Room checks
Ensures staff follows laid down standards and procedure
Ensure through and regular monitoring of guest feedback. The same to be captured and worked upon & Prompt, efficient and accurate service to all the guests
Involves effective and humble communication with guest for interim bill settlement in order to keep their outstanding bills within the corporate specified limits
Spot check cash floats to ensure amount is correct as issued by the accounts dept
Ensure associates are up to date with Hotel product knowledge, including room types, rates (tariff), relative features and facilities, food and beverage outlets, spa and health club
Be updated and reinforce that all policies and procedure of the Hotel are followed
Conduct regular room and floor inspection to ensure standards are being maintained
Ensure through regular monitoring of guest feedback, prompt, efficient, and accurate service to all guests
Monitor the business of competitor hotels
Work in association with Housekeeping team for
Effective room’s management
Special task allotted by Vice President
Reservation Department operations & Tele Sales.
Departmental trainer, involved in training the frontline staff hospitality foundation modules and front office foundation modules
Ensuring that every guest has a guaranteed mode of payment
Ensuring that after every guest’s feedback has been captured and it is passed on to Management.
Ensures that necessary action is being taken as per guests feedback after every event
Provide up to date information on the hotel and city to guest
Execute government formalities regarding foreigner guest
Reservations, Cancellation of reservation and Tally reservation register in coordination with sales & marketing team on daily basis
Follow up for the payment of long staying guest
Group check ins and helping front office associates in busy schedule
Ensure that all inquiries received are handled immediately
Responsible to provide an excellent level of service to customer and to assist with guest services in various areas such as reception, communication and other.
Planning and organizing work flow of Front office.
Coordination with different departments such as- HR, Sales, A/c and Regulatory
Conceptualizing and updating MIS, Sourcing Associates, Establish initial Communication
Ensures prompt attention to clients enquiries, complaint and request
Responsible for keeping records of all relevant reports and agreements entered into by the firm
Maintaining Employee personal records,
4) Worked as a “Sr .Duty Manager “at Bel Air Suites (Service Apartment) SBS hotels – Pune 01st Feb 2005 to 28th Feb 2007.Bel Air Suites one of the finest service apartments situated in pune. This service apartment is well equipped with 50 Luxurious suites, Restaurant, Coffee Shop,Lounge Bar etc.
To supervise the lobby area as the Lobby Manager.
Duty Manager / Night manager – ensuring the smooth operations of the hotel during the night.
Editing of reservations.
Check E -Concierge as a hole on daily operation
Handling room inventory
Appraisal of staffs in the department.
Training and development of staff.
Preparing Month end Reports and Analyzing cost control measures
Preparing VIP Movement Sheet and Personally taking Feed Back
5) Employed with Carlson Group of Hotels i.e. Country Inns & Suites(4* Star Hotel) in Pune as “Front office Executive”since1st November 2004 till 31st Jan 2005.The hotel has total of 62rooms.It has coffee shop, restaurant,bar & health club to facilitate the different requirement of guest other than food.
Managing a team of Guest Service Assistants and Guest Service Attendants at the Front Desk, Bell Desk, Concierge, Business Centre, Main Porch, Regency Club, Communications Centre and Airport Services.
Supervision of Front Office Operations, i.e., Check-ins, Check-outs, cashiering, Baggage handling, Concierge, telephones, etc.
Maintaining guest relations and attending to guest complaints.
Rosters.
6) Worked as “Front office Assistant” in The Sagar Plaza –Sarovar Park Group at Pune from 1st Jan 2004 to 31st October 2004. Situated in pune along with 62 rooms, a restaurant, banquet hall, gymnasium, health club.
Take care of reception in taking check in and check out.
Handling Cash which include Paid out, Forex, Encashment Certificate, and Travelers Checks.
INDUSTRIAL TRAINING:(2004)
Worked as INDUSTRIAL TRAINEE in LE MERIDIEN, JAIPUR for 6-Months.
Company Details:
Le Meridien - A 5-Star Deluxe Hotel situated in Jaipur.
Job Responsibilities:
Worked Only in front office department, as the requirement is from hotel
INDUSTRIAL TRAINING:(2002-2003)
Worked as INDUSTRIAL TRAINEE in HOTEL SAGAR PLAZA, Pune for 21-Months.
Company Details:
The Sagar Plaza - A 4-Star Business Hotel situated in Pune.
Job Specification:
Worked Only in front office department,as the requirement is from hotel
EDUCATIONAL QUALIFICATION:
1. Passed 3 Years Diploma Hotel and Business Management from Institute of Dina Institute of Hotel & Business Management 2002-2005
2. Passed 12th H.S.C from CBSE Board – 2001
3. Passed 10th S.S.C from CBSE Board - 1999
TECHNICAL QUALIFICATION:
1.Well versed with Office 2000, Windows, Excel, Word processing, and property management systems such as IDS, Fortune, Win – HMS,PMS
Achievement:-
1.Got Best Employee of month award from Sagar Plaza(Sarovar Grp)
2.Got Appreciation Award from Le Meriden Hotel
3.Got Best Key Manager for the year (2007) from St Laurn hotel
4.Got Best Reliable Manager for the year (2008) from St Laurn hotel
Reference Check: - On request - Yes
Language Known: English, Hindi, Oriya
Date: 28/12/2015
Place: Gangtok
(Somodutta Das Mohapatra)
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