FRONT OFFICE MANAGER

CURRICULAM - VITAE

SUBHRO MUKHOPADHYAY [pic]

Permanent Address:

**, ***** ********** ****

TEL.: +91-33- 2418-1814

JADAVPUR, KOLKATA-700075,

MOBILE : +91-900*******

WEST BENGAL,

INDIA.

Current Address:

E-MAIL: acg9pa@r.postjobfree.com

SS Enclave,

& acg9pa@r.postjobfree.com

Ayyappa Nagar,

K R Puram, Bangalore

Karnataka.

OBJECTIVE ::

Association with a company having professional ambiance offering steady

growth and recognition by my contribution to the progressive growth of

organization with the use of my skills, knowledge and expertise to the best

of my ability.

CAREER SUMMARY ::

An experienced and dynamic Front Office Manager who is looking to take on

more responsibility and a new challenge. I have the ability to lead, multi-

task and make sound decisions in a fast-paced hotel environment. I eat,

sleep and drink hospitality, and work hard to ensure that all guests

receive seamless experiences. As a superb leader and communicator has a

track record of creating an environment in which all his staff have the

opportunity to reach their full potential. Right now I am looking for a

suitable senior position with an exciting and ambitious hotel.

AREAS OF EXPERTISE ::

. Guest Relations

. Corporate Hospitality

. Guest Experience

. Front Desk Management

. Managing Housekeeping

. Customer Service

. Hotel Operations

. Up selling

. Promoting hotel facilities

. Resolving guest disputes

. Budgeting revenue

. Occupancy forecasting

. Expense control

. Room Management

ADVANCED ACADEMIC & PROFESSIONAL QUALIFICATIONS::

Completed 3 YEARS DIPLOMA IN HOTEL MANAGEMENT, CATERING TECHNOLOGY &

APPLIED NUTRITION from I.H.M, Kolkata on 2002.

BASIC ACADEMIC QUALIFICATIONS ::

EXAM PASSED BOARD/UNIVERSITY/COUNCIL PASSING YEAR

HIGHER SECONDARY W.B.C.H.S.E. 1996

MADHYAMIK W.B.B.S.E. 1994

WORK EXPERIENCE ::

Presently working with The Chancery hotels, Bangaluru {Elixir group of

hotels (earlier managed by Swissotel)} (120 Keys) as a Front Office

Manager since April, 2014. {In-charge for the re-classification

committee of the hotel}

Worked with Holiday Inn, Kochi (211 Keys) as a Front Office Manager

since December, 2013 till April, 2014.

Worked with The Zuri White Sands, Goa Resort & Casino {earlier known

as Radisson White Sands, Goa} (154 Keys) in Front Office as an Asst.

Front Office Manager since May, 2012 till December, 2013.

Worked with The Zuri Whitefield, Bengaluru (162 Keys) in Front Office

as a Duty Manager since December, 2009 till May, 2012.

Worked with Lufthansa German Airlines as Supervisor OPS at N.S.C.B.I

Airport, Kolkata from August, 2008 till December, 2009.

Worked with Qatar Airways as Ramp Supervisor in hub operations at Doha

International Airport, Doha, Qatar in from June, 2007 till July, 2008.

Worked with Air Sahara as a Customer Service Officer at Kolkata

Airport Terminal in commercial section from July, 2004 till June,

2007.

Worked with Hyatt Regency Kolkata (233 Keys) in Front Office as a Team

Leader from June, 2002 till July, 2004. (Part of Pre-opening team, a

vast experience in setting up the hotel and the Front Office

department. Putting up the Front Office process, procedures & SOP in

place with the help of senior colleagues, installation of Fidelio

Software, telephone system, formats and designing stationeries.)

JOB DESCRIPTION ::

AT The Chancery, Bangalore

. Manage all aspect of Front Office operations which includes Reception,

Reservation, Guest Relations, Duty Manager & Travel Desk.

. Manage staffing requirements, plan and assign work and establish

performance and development goals for team members. Provide mentoring,

coaching and regular feedback to help manage conflict and improve team

member performance.

. Ensure front office staff provides guests with prompt service,

professional attention and personal recognition.

. Ensure guests are greeted upon arrival and make time to interact

effectively with guests. Respond appropriately to guest complaints,

solicit feedback and build relationships to drive continuous

improvement in guest satisfaction.

. Monitor and control budgeted labor costs and expenses with a focus on

driving occupancy and ADR with a common sense approach, strong rate

strategy, upselling initiatives, and inventory management.

. Check billing instructions and guest credit for compliance with hotel

credit policy and ensure all transactions are handled in a secure and

accurate manner.

. Forecast trends in occupancy, budget for room sales, average rate and

other revenue.

. Develop and implement strategies to achieve a larger market share and

attract new segments.

. Create a work environment that is high in employee morale and provides

constant learning & development and use the feedback from ESS to draw

an action plan.

. Develop systems and procedures that achieve higher cost efficiency and

guest satisfaction.

. Recruitment and Performance Appraisal/ Management of the staff in the

department.

. Ensure through regular monitoring of GSTS and constant guest feedback,

prompt, efficient and accurate service to all guests.

. Manage the Guest History System and effectively use the guest

profiles.

. Review the monthly business reports and analyze market and occupancy

trends.

. Monitor the business of competition hotels in terms of new accounts

and rates.

AT HOLIDAY INN, KOCHI

Manage all aspects of the front office to include 24 hour Front Desk

operations and 24 hour shuttle transportation to deliver a guest experience

that is unique and brings the Holiday Inn brand to life.

At our Holiday Inn we want our guests to relax and be themselves which

means we:

Be us by being natural, professional and personable in the way we are with

people

Get ready by taking notice and using your knowledge so that we are prepared

for anything

Show we care by being thoughtful in the way we welcome and connect with

guests

Take action by showing initiative, taking ownership and going the extra

mile

Duties and Responsibilities

People:

. Manage day-to-day 24 hour staffing requirements, plan and assign work

and establish performance and development goals for team members.

Provide mentoring, coaching and regular feedback to help manage

conflict and improve team member performance.

. Ensure staff is properly trained on systems, security and cash-

handling procedures as well as service and quality standards.and has

the tools and equipment to carry out job duties. Educate and train

team members in compliance with federal, state and local laws and

safety regulations.

. Ensure all tasks associated with the Front Office are completed.

Guest Experience:

. Ensure front office staff provides guests with prompt service,

professional attention and personal recognition.

. Ensure guests are greeted upon arrival and make time to interact

effectively with guests. Respond appropriately to guest complaints,

solicit feedback and build relationships to drive continuous

improvement in guest satisfaction.

. Conduct routine inspections of the front office and public areas and

take immediate actions to correct any deficiencies

Financial Returns:

. Monitor and control budgeted labor costs and expenses with a focus on

driving occupancy and ADR with a common sense approach, strong rate

strategy, upselling initiatives, and inventory management.

. Oversee night audit function and ensure company assets are secured,

daily paperwork is audited, and daily reports produced and

distributed.

Responsible Business:

. Check billing instructions and guest credit for compliance with hotel

credit policy and ensure all transactions are handled in a secure and

accurate manner.

. Train team members on EPBX procedures and serve as a central

communications point during emergency/crisis situations; develop and

maintain relationships with local fire, police and emergency

personnel. On call 24/7 and fully responsible for 24 hour desk and

shuttle coverage.

. Perform other duties as assigned.

. Serve as Manager on duty

PMS PROFICIENCY ::

. Opera 5.0 & 4.0

. Fidelio

. Micros

. WIN HMS 6

. IDS Fortune Next 6i

PROFESSIONAL ACHIEVEMENTS ::

. Certificate holder of Service Award by The Zuri White Sands, Goa

Resort & Casino in 2012.

. Was the Unit In-charge for the GOA FEST 2013 in the month of April'

2013 coordinating rooms & transfers.

. Was the Unit In-charge for the Kingfisher Calendar Shoot for 2013 in

the month of November' 2012 coordinating rooms, transfers, F&B and

event shoot locational schedule with the organizers.

. Certificate holder of Service Award by The Zuri Whitefield, Bengaluru

in 2011.

. Winner of two consecutive HYSTAR GOLD certificate from HYATT

INTERNATIONAL HOTELS & RESORTS in March, 2003 and June, 2003.

. Certificate holder of Service Culture Workshop from SATS Training

Centre arranged by Air Sahara in 2005.

. Certificate holder with distinction for Ramp Handling certified by

Qatar Airways in 2008.

. Certificate holder with distinction for Dangerous Goods Handling

certified by Qatar Airways in 2008.

. Certificate holder with credit for Load Control certified by Qatar

Airways in 2008.

. Certificate holder of Weight & Balance licensing for QR Freighter A300-

600 certified by Qatar Airways.

. Certificate holder of OPS Basic Training Aircraft Handling, Long Range

certified by Lufthansa German Airlines.

EXTRA-CURRICULAR ACTIVITIES ::

. Represented Air Sahara Cricket Team (Kolkata) in cricket match against

Airport Authority, 2005.

. Represented Hyatt Regency Kolkata Cricket Team in cricket in Kolkata

Zone Hoteliers Cricket Tournament, 2004.

. Represented Front Office Department of Hyatt Regency Kolkata in

cricket in the Intra-hotel Tournaments-2003 and 2004.

. Represented Front Office Department of Hyatt Regency Kolkata in

football in the Intra-hotel Tournament-2004.

LANGUAGES KNOWN ::

. Bengali

. Hindi

. English

HOBBIES ::

. Listening to music

. Long ride on bike

. Playing cricket

PERSONAL PROFILE ::

FATHER'S NAME : Mr. UDAYAN MUKHOPADHYAY

DATE OF BIRTH : 11th May, 1978

SEX : Male

WEIGHT : 78 Kgs

HEIGHT : 5 Ft 6 Inchs

MARITAL STATUS : MARRIED

PLACE: Bengaluru.

Subhro Mukhopadhyay[pic]

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