Experience

G

• 200 - 300 Employee

• Front Office Manager

  • May 2022 - Present

  • Managing the day-to-day operations, ensuring the quality, standards and expectations of the customers are met on a daily basis.• Developing specific goals and plans to prioritize, organize, and accomplish work.• Handling complaints, settling disputes, and resolving grievances or conflicts if any.• Supervising staff to ensure that guest service, operational needs and financial objectives are met.• Ensuring that regular communication is happening with employees to create awareness of business objectives and communicating expectations along with the recognition of performance of staff which has lead to desired results.• Maintaining the overall property financial goals and objectives and ability to achieve or exceed these goals by constant review and accurate forecasting and reforecasting if necessary

• Assistant Front Office Manager

  • Apr 2019 - Apr 2022

  • Handling department as an acting Front Office Manager with overall 40 people.• Identifying and developing new streams for long term revenue growth and maintaining relationship with customers to achieve repeat and referral business.• Loyalty Champion- in charge for customer loyalty program called World of Hyatt for the hotel.• Fully responsible for smooth functioning of front office department.• Conduct regular monthly meeting with members of Front Office to convey current initiatives, projects and long-term goals.• Reports, other performance data to measure productivity & variance.• Strictly adheres to cashiering procedures, ensures that all steps and procedures relating to posting of guest data in the PMS, accounting for rebates, allowances & discrepancies are adhered to and follows up on hold bills for timely clearance.• Imparting/organizing training programs for new recruits, while ensuring their career development & positive contribution to the company.• Responsible for maintaining high standards of guest service & ensuring guest satisfaction.• Interacting and engaging with guests on a daily basis to ensure high level of guest recognition with regular, long staying and VIP guests.• Provided excellent service and attention to customers when face-to-face or through phone conversations.

• Assistant Manager Front Office

  • Sep 2017 - Mar 2019

  • Resolving any guest or property related situation.• Checking compliance with all guidelines to operations.• Make sure all employees are properly groomed.• Ensure guest tracking scores and employee opinion survey scores are achieved.• Respond and resolve all guest issues received directly from guest or guest relations• Made plans to keep rebates and charges backs at low.



Hyatt Regency

• United States
• Hospitality
• 700 & Above Employee

• Assistant Manager

  • Oct 2014 - Jul 2015

  • Ensuring the highest level of hospitality and service is provided.• Resolving any guest or property related situation.• Checking compliance with all guidelines to operations.• Make sure all employees are properly groomed.• Ensure guest tracking scores and employee opinion survey scores are achieved.• Respond and resolve all guest issues received directly from guest or guest relations• Made plans to keep rebates and charges backs at low.• Ensured all employees are adhering to proper cash handling procedures.• Work with leadership team to resolve reoccurrence of guest issues.

• Team Leader

  • Apr 2012 - Sep 2014

  • Promote Team Work and employee morale.• Ensured constant communication between employees, managers and management.• Ensured employees informed regarding new operational procedures standards and programmes. • Ensured adequate department supplies or requisitioning for supplies required for operations.• Cashiering and reconciliation activities.

• Guest Services Officer

  • May 2011 - Apr 2012

  • Identified and responded in a professional manner to guests’ needs• Dealt with check-in, checkouts including VIP guests• Coordinated with Business Center, Concierge desk and housekeeping department requests of guests