Front Office Manager
Resume:
PROFILE
SUDHEER P.B
Camilo Residency
Gantamarod,
Navelim---403707
Salcette,
Goa
INDIA
Tel:+91-996**-*****/869**-*****
Email: ******@**********.***
Skype ID: anisud
OBJECTIVE
1. Prefer to be one among the fast growing organization which is of course associated with booming Hospitality Industry whereby using my excellent Interpersonal skills ability & leader ship qualities thereby aiming for a formidable position, which will surely enhance the companies growth as well as personal.
2. As a “FRONT DESK MANAGER ” to provide efficient, prompt, trouble free, courteous service, and security to guests & limited staff during day & night, in line with the Hotel’s guidelines and service concepts.
3. To ensure the smooth and efficient operation of the Front Office department and Co-ordinate with various other departments in order to ensure personalized, prompt and flawless service to all guests. Also act a as a ‘One Point Contact’ for all the in-house guests, incase of guest requests, complaints or any other feedback.
3. Fair enough knowledge about OTA’ S & Channel Manager
Over all a Self starter, Team Player, Team Leader & ability to Multi tasking. Living the Values & also the following
Quality
Productivity
Dependability
Customer Focus
Teamwork
Adaptability
DUTIES & RESPONSIBILITIES
To assist the Management in order to provide highest level of comfort & hospitality
to all guests.
To achieve total guest satisfaction by providing service which is the best in class, and maximize
organizational profitability through effective utilization of all resources.
Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
Assists in VIP’s arrival departure in absence of guest relation officers.
Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
Assists in handling room lock problems.
Prepares and checks for VIP’s arrival and escorts guests to rooms.
Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
Operates the front office computer system in order to assist front office attendants.
Checks group department, fit and ensure switchboard makes appropriate wake up calls.
Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
Assists reception, business center, cashier, concierge and bell captain during they are busy.
Answers guests inquires, handles complaints and attend to the needs of the guests.
Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
Authorizes charges to be made for late departures and/or compliments on them.
Promotes and maintains good public relations.
Motivates and maintains good staff relations.
Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
Follows up in credit check report, liaise with credit manager.
To responsible for front office operation during the absence of Front Office Manager (HOD).
To discuss all matters that needed to follow up with the next shift Reception Manager.
Approves the working schedule for the front office attendants and submits them to Front Office Manager (HOD).
Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
Assigns and Approves Duty roster for all Front desk staffs.
OPERATIONAL
Develop and implement strategies for optimization sale of rooms inventory and maximization
of Average room rate(ARR)
Monitor daily performance and manage through Revenue & Yield Management techniques.
Manage the Guest History System and effectively use the guest profiles and check the 'Rate
Variance Report' to tally with the PMS and the Guest Registration Cards.
Review the monthly business reports and analyze market and occupancy trends.
Monitor the business of competition of other Hotels in terms of new accounts & rates.
Ensure that all the operational standards set for all the equipment’s & processes are followed.
Work closely with the Sales & Marketing department for new promotions, special packages
corporate discounts, new accounts etc.
Develop departmental trainers in association with training department & oversee all the
Training activities within the department.
Maintain regular contacts with corporate & individual customers and build strong
Relationship with them.
Stay informed about local, national & international best price trends in accommodation
management.
To provide service & security to guests during night . Is available to register, process, and greet the guests promptly
Completes shift closing accurately by getting appropriate approval signatures & authorization
Codes.
Lastly, identify key communities, plan various initiatives continue the support activities.
Managerial
Forecast trends in occupancy, budget for room sales average rate and other revenue.
Develop and implement strategies to achieve large market share & attract new segments.
Create a work environment that is high employee morale and provides constant learning &
development.
Develop systems & procedures that achieve high cost efficiency & guest satisfaction.
Develop and implement strategies for optimization sale of rooms inventory and maximization
of Average room rate(ARR)
Monitor daily performance and manage through Revenue & Yield Management techniques.
Manage the Guest History System and effectively use the guest profiles and check the “Rate
Variance Report” to tally with the PMS and the Guest Registration Cards.
Review the monthly business reports and analyze market and occupancy trends.
Monitor the business of competition of other Hotels in terms of new accounts & rates.
Ensure that all the operational standards set for all the equipment’s & processes are followed.
Work closely with the Sales & Marketing department for new promotions, special packages
corporate discounts, new accounts etc.
Develop departmental trainers in association with training department & oversee all the
Training activities within the department.
Maintain regular contacts with corporate & individual customers and build strong
Relationship with them.
Stay informed about local, national & international best price trends in Accommodation
Management.
Lastly, identify key communities, plan various initiatives continue the support activities.
To provide service & security to guests during night .
Is available to register, process, and greet the guests promptly
Completes shift closing accurately by getting appropriate approval signatures & authorization
codes.
Financial
• To coordinate an affective & efficient Payroll Management/Resource allocation through establishing work
force throughout the Division based on the principles of Multi Tasking & Multi Skilling
• To assist in ensuring Front Office department is managed successfully as independent profit center.
• To assist in assuring that each place of work in Front Office department is managed by a Management team
(Assistant Manager) who are totally accountable for their profitability.
• To set, in close conjunction with each Assistant Manager annual operating budgets, which will form part
of the Hotel’s Annual Business Plan.
• To monitor all costs and recommend measures to control them, to establish an integrated cost management
plan through product lining, minimal inventories, joint procurement with sister hotels and delivery on demand
where possible and cost effective
• To ensure that the departments operational budget is strictly adhered to.
• To monitor all costs and recommend /institute measures to control them.
KNOWLEDGE OF FRONT OFFICE TECHNOLOGY
> Fully conversant with PMS & Hotel Reservation system
> Quite able to operate switch board, telefax, key equipment, credit card machines
and printers, hotel alarm systems, and other front office equipment’s.
SECURITY,HEALTH & SAFETY
> Ensure that own cash is secure at all at all times
> Ensure all discrepancies in own cash are declared to the Accounts Manager & Financial
Controller
> Ensure that guest details are not disclosed
> To maintain high confidelity in regards to guest privacy
> To take action on any suspicious behaviour of guests & and staff & reports to the Front Office
Manager & security for proper follow up.
> Informs Executive Housekeeper regarding lost & found objects
> To ensure all potential & real hazards are taken care of immediately, and are reported
appropriately.
> To fully understand the Hotel’s fire, emergency, bomb procedures
> Have through knowledge to follow emergency procedures to provide for the security and safety
of the guests and the staff.
> Always support a safe hotel by applying hotel regulations, adhering to existing laws &
regulations.
> To anticipate possible & probable hazards and conditions and informs the Engineering dept &
Departmental Heads accordingly.
> Maintain the highest standards of personal hygiene, dress,uniform,appearance, body language
and conduct.
WORK EXPERIENCE
PERIOD
DESIGNATION
ORGANIZATION
12/16-PRESENT
FREE LANCE HOTELIER
SELF EMPLOYED
12/08 06/16
Duty Manager
Majorda Beach Resort, Majorda,
Goa, India
10/2006- 11/08
Duty Manager
Ramada Caravella Beach Resort,
Varca, GOA
04/2004-10/06
Night Auditor/Night Manager
The Lalit Ashok (Lalit Suri Hospitality(Bharat Hotels), Bangalore, India
11/2003-04/04
Executive Night Auditor/Night
Manager
Hotel Ramee Guestline (Ramee Group of Hotels), Bangalore, India
01/2003-10/03
Night Auditor
Hotel Comfort Inn-Infantry Court, Infantry Road, Bangalore, India
04/1997- 10/02
Front Office Cashier/Night Auditor
The Trident Khamis Mushayt (Oberoi Group of Hotels), Khamis Mushayt, Saudi Arabia
Joined as Restaurant Cashier with then Dammam Oberoi, the present Dammam Sheraton Hotel & Towers, Dammam, KSA
04/1996- 04/97
Restaurant Cashier
The Ambassador (Narang Group of Hotels),Mumbai, India
09/1994-03/96
Tr.Restaurant Cashier/ Restaurant Captain
Casino Hotel (CGH Earth-Casino Group) Cochin,Kerala,India
06/1991-05/94
F&B Trainee
The Resort(Raheja Group of Hotels ) Mumbai, India
04/1987-05/1991
Operations Supervisor
TNT Skypak Intl Express Ltd, Cochin, Kerala, India
ACADEMIC DETAILS
Year of Passing
Course
College/University
2013
Bachelor of Business Admn. In
Hospitality Management
Belltown University,
California, USA
1992-93
Certificate Course in Food Service Management (F..S.M-1 yr),
I.H.M-Mumbai,
Dadar, Mumbai, India
1980-1982
Pre-University Course(Board of
Pre-University Edn.-Karnataka,
Bangalore. India
Cauvery College Gonicoppal, Coorg.
PERSONAL DATA
Date of Birth: 11-09-1964 Marital Status: Married
Religion : Hindu Nationality : Indian
Passport Details: Passport No:L6372411 Date of Issue: 25/02/2014 Date of Expiry: 24/02/2024
Hobbies : I Love travelling, sight seeing, exchange of views, music &
Cricket. Hockey.
Languages Known: English, Arabic, Hindi, Kannada, Tamil, Malayalam.
PERMANENT ADDRESS:
S/o C.P. BHARATAN
Perambubetta Estate
P.O.Box No: 34
Pollibetta-571215
Coorg Distt.
Karnataka State
Tel: +91-827*-******
REFERENCES
1. Mr.S.V.Balaram
H.No:46A,Pock Waddo
Bethalbatim,
Salcette,GOA--403713
Tel:+91-982*******
2. Mr.A.Krishnan
Ex.Chief Accountant
Majorda Beach Resort, Goa
Tel:+91-922*******
3. Mr Prasad Kanoth
Gen. Manager
Ramada Caravela Beach Resort,
Varca Beach, Salcette
GOA-403721
Tel: +91-832-*******
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