Biju R. Das

Mobile: +919********* Email: acqpcg@r.postjobfree.com

Objective

Looking to join a reputable and exciting hotel group where I can progress quickly and have the opportunity to use my managerial acumen to ensure that all factors in the hotel lead to the fulfillment of one common objective – customer satisfaction.

Personal Summary

An energetic, talented and duty driven hotel manager with a real passion for delivering a first rate service to guests and maintaining excellent relationships with them to encourage repeat business. Having a proven 22 years track record of running successful operations that nurture and grow the business, cut costs whilst at the same time maximizing profits. Having worked in 5 Star Hotels with specialization in Front Office Operations and possessing the experience and initiative to further bolster the hotel’s reputation and commercial success along with management of staff. Take accountability for planning, organizing and directing all hotel services, including front-of-house (reception, concierge, Guest Relations and reservation), banqueting and housekeeping.

Expertise in Hotel Management Front Office Packages like Fidelio, FCS, and MICROS and experience in Microsoft Office packages like Word, Excel and PowerPoint.

Excellent eye for details and can identify and carry out actions to improve the appearance of the property/employees as well as establish special actions that exceed guest’s expectations. Positive approach towards employee relations and guest complaints.

Ability and experience to ensure proper selection, training, motivation and counseling of all employees. Strong analytical skills including trend analysis with ability to develop new tactics to resolve guest concerns.

Experience

Front Office Manager, Hilton Worldwide 2003 –

Key responsibilities:

Guest Reservation, Check in/Check out ensuring that the guest is provided with an exceptional product terms of service.

Close exchange of information with other departments in the hotel, guaranteeing optimum flow of information between departments and maintaining relationships with different departments and business units to ensure standardization of service.

Working on the Night Auditing aspect of the hotel.

Training the new staff in communication, product knowledge, policies & procedures.

Maintenance of reports and data.

Staff Appraisals and handling guest relations.

Maintain statistical and financial records and also planning the work schedules.

Meet and greet customers.

Deal with customer complaints and comments.

Address problems and troubleshoot. Supervise maintenance, supplies and furnishings.

Deal with contractors and suppliers.

Ensure the security is effective.

Carry out inspections of property and services regularly.

Completed all aspects of general administration, e.g. weekly stock and consumption account, bed book, guest list etc., as required by Management.

Prepared all household staff rotations and duties, excluding kitchen.

Ensured that the Excellence Hotels operate to the standards as required by the management.

In liaison with the Management, completed the induction of all new household staff.

Ensured that all household staff comply with Excellence Hotels policies, e.g. fire, safety precautions etc.

Have experience in working with Call Centre, Reservations, Night Auditing and Supervised and assisted the Management in the service of meals

Front Desk Execute, Le Meridien, Kovalam, Kerala, India 2002 – 2003

As front desk Executive, our department is the first and last impression that a guest has of the hotel, so it was my job to ensure it's a good one. Ensured a friendly and a warm welcome and speedy, efficient check-in and check-out service for guests.

Key responsibilities:

Managing and training the concierge, night auditor and team of receptionists.

Ensuring the front desk provides a professional and friendly service for customers.

Dealing with customers, including handling complaints when they come to the desk.

Troubleshooting emergencies.

Scheduling the staff rotations.

Liaising with other departments.

Front Office Execute, Ashoka Beach Resort, Kovalam, Kerala, India 1994 – 2002

Ashoka Beach resort is a 5 Star hotel Managed by Indian Tourism Development Corporation (ITDC). Ashoka Beach Resort is one of the most elegant deluxe hotels located at Kovalam, Kerala, and best known for its beautiful beaches in India.

Key responsibilities:

Reservation, Check in / Checkout.

Complying with all the systems and procedures as laid down by the resort

Obtaining independent information on all changes occurring.

Preparation of the daily in-house guest list to be given to other departments.

Cashiering element of the Front Office Department.

Ensured that the highest standards of guest and client service were available through both front of the house and convention services areas.

Managed the daily operations of the Hotel including Conference Management, Rooms, Housekeeping, Leadership & Training, Reservations, Retail, Engineering, Spa, and Safety functions, as well as other functions as assigned.

Directed and monitored the activities and performance of the Hotel operational teams.

Front Office Supervisor, Hotel South Park, Trivandrum, Kerala, India 1992 – 1994

Hotel South Park is a 4 star Welcome Group referral Hotel in the heart of Trivandrum, Kerala, India. It is a preferred Business address hotel in Trivandrum.

Key responsibilities:

In charge of the daily operations of Front Office.

Guest personalization and feedback for guest satisfaction and excellence in guest experience

Training the new staff in communication, product knowledge, policies & procedures.

Maintenance of reports and data.

Staff Appraisals and handling guest relations.

Building & maintaining relationships with customers to ensure loyalty and thereby increase customer retention. To ensure that sales are maximized through answering customers need.

Prepared all household staff rotations and duties, excluding kitchen.

Represented South Park Hotels to the employees, guests, patrons, and the community.

Ensured that the highest standards of guest and client service were available through both front of the house and convention services areas.

Education

Diploma in Hotel Management, ITDC Training Cell, Bangalore 1989-1992

Bachelor in Science, Calicut University, Kerala 1986-1989

Major in Statistics

Skills

Front Office Management

Customer Relationship Management

Public Relation and People Management

Languages Known

English, Hindi, Tamil, Malayalam and Arabic

Personal Details

Date of Birth

02-04-1969

Martial Status

Married

Contact Details

“Athira”, T.C-6/308-12

Palm Grove Lane, Vattiyoorkavu,

Trivandrum - 13, Kerala, India.

Tel : +91-471-*******(R)

Mob : +91-960*******

“Poornima”, Kannangath Lane,

M.G.Road, Trichur – 4,

Kerala, India.

Tel :+91-487-*******

Reference

Mr. Babu

DGM(Kerala Financial Corporation)

Trivandrum

Kerala, India

Tel : +91-949*******

Declaration

I hereby declare that the information furnished above is true to the best of my knowledge.

Date :

Place :

(Biju. R. Das)

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