Manager Customer Service

AJEET KUMAR MISRA

Cell No: 096********

E-Mail Id: **********@****.***

Hospitality / service industry assignments as Assistant Front Office Manager with leading entities in service

industry

Location preference: Any where in India/Abroad

Professional Synopsis

Nearly 4.5 years of experience in front office operations handling rooms, cashier, concierge, departmental

budgeting, and team management with many added competencies in the hospitality industry.

Core Competencies

• Efficiency in handling front office operations relating to cashier and concierge operations and client

segmentation

• Trained strictly on departmental budgets and labor productivity

• Skillful in property management system, inventory management and control

• Proven ability of delivering value-added customer service and achieving customer delight by providing

customized products as per requirements.

• Excellent interpersonal skills with the ability to work in multi cultural environment.

• Suggesting and working towards the various cost control methods required for the concerned department

in terms of long-term profitability.

• Motivating fellow team members to follow the standards established by the hotel to work with

excellence in all areas.

Experience

Currently working as Asstistant Front Office Manager at lebua Resort Jaipur, 63 key luxury hotel, managing

front desk operations, allied areas and reservations.

Duties and Responsibilities:

• Responsible for Front Desk, Concierge, Bell Desk, Operator, Reservations and Business Center

• Implement systems and procedures that achieve quick & warm service to the guests’ requests and

queries, higher cost efficiency and guest satisfaction

• Facilitate training sessions for all the team members

• Monitor the business of competition hotels

• Monitor room blocking of different categories of room & suites and coordinate with reservation for

optimum selling

• Staffing and scheduling of the department and allocation of duties

• Planning, conducting & presenting Department Meetings every Month

• Check on group movement and handling groups efficiently

• Accelerate accommodation revenue growth by up selling rooms

• Maintain regular contacts with corporate & individual customers, and build strong relationships for

repeat business.

• Forecasting and planning for increase in business volumes by understanding guest complaints and

taking regular feedback.

• Investigating the issues and making action plans to avoid the shortcomings that spoil the guest

experience

• Handling of guest requests and complaints with effective service recovery

• Monitoring & meeting the requirement of VIP guests

• Co-ordination with Housekeeping, Food & Beverage, Engineering, Loss Prevention, Kitchen for the

smooth operations of Front Desk, Concierge, Bell Desk, Business Center and Operators

• Taking property round - within and outside

• Checking for guest issue & preferences being updated in guest profiles

• Conducting training on a regular interval to keep all the associates updated. This is done as a

refresher also so that we do not lack in any of our standards

• Insight on various audits such as Control Self Assessment, & BSA.

• P&L

• Keeping a track of Associates’ and Executives’ performance. Nominating them for the “Associate /

Executive of the month”

• Attended morning meeting and other operational meetings with the GM and leadership team

members in the absence of FOM

• An active participant in all GSS Meetings held by the GM.

• Maximized revenues by applying the following techniques:

Promoting in-house facilities and outlets

Selling hotel rooms of higher Category at BAR whenever possible

Delivering crisp and problem free stay so that there are no service recoveries or rebates.

Worked for Marriott Hotel & Convention Center, Jaipur as Voyage Management Trainee Year 2 from 1 st

August 2011(till Dec 2012), and as Asst. Front Desk Manager since January 2013 till July 2014. Courtyard by

Marriott as Voyage Management Trainee from 10th August 2010 till 26th July 2011.

Duties and Responsibilities:

• Planning,managing and executing Front Desk Operations and assisting Duty Managers in the

smooth day to day functioning of the Front Desk

• Co-ordinate with other departments like housekeeping and ensure that all the aesthetic standards of

the hotel are met

• Responsible for billing and cashiering, dealing with foreign currencies and other petty cash

transactions

• Ensuring that all statutory requirements for the in house guests were met

• Checking daily arrival list and monitor all VIP movements of the day

• Ensuring smooth check in and checkout of airline crews. Also coordinating the petty cash and wake

up calls

• Ensuring that the guest has had a pleasant stay by supervision of room allocation, smooth check in

and check out and special requirement of the guest

• Maintain log book and effective follow up systems

Notable Accomplishments - JAIPUR MARRIOTT HOTEL

• Working with the team to improve Arrival Experience which improved to 71.4% in June, 94.4% in

July and 90% for August (till date)

• Won best team of the month (February 2012)

• Strong focus on GSS. Have been able to achieve OSAT YTD goal of 81.2% consecutively since

February 2012 and Arrival Experience YTD goal of 81.4%.

• Hired motivated team during mass recruitment interviews

• Setting up individual areas like At Your Service, Front Desk, Concierge, Bell Desk, Reservations,

Business Center according to Brand Standards & SOPs

• Formulating LSOPs in coordination with Front Office Manager & Director Rooms

• Formulating forms and formats with Front Office Manager & Executives

• Training associates and executives the procedures in accordance to Brand Standard

• Jointly headed the team that cleared last 3 BSA audits with 100% FO results.

Industrial Training

August 2008 till March 2009 Taj Krishna, Hyderabad

• Efficiently worked in Front Office.

July 2007 till January 2008 Taj Deccan, Hyderabad

• Efficiently worked in all the operational departments and its allied areas

Academic Highlights

2010 Bachelor of Arts (Honours) in Hotel Management from IHM Aurangabad (Affiliated to

University of Huddersfield UK)

2006 Bachelor of Science from Osmania University, Hyderabad.

2003 Board of Intermediate Education from Sri Chaitanya Jr College, Hyderabad.

2001 10th (CBSE) Hindu Public School, Hyderabad.

I T Skills

• Proficient in MS Office / Opera / FCS / WinHMS.

Personal Information

: December 20th, 1985

Date of Birth

Languages known : English, Hindi, Telugu

Address : Plot No 1115, Asbestos Hills Colony, Kukatpally, Hyderabad 500072.

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