Front Office Manager

Curriculum Vitea

ARUN SENGUPTA

“Tara Niketan” East Naldanga(Behind E.S.I. Hospital)

P.O. – Bandel, Dist. – Hooghly, West Bengal, India- 712123.

Email : *****************@*****.**.**

Skype Id. arun.sengupta6, Mob:0091+943*******

OBJECTIVE

I am a proactive, adaptable and conscientious multilingual person, with 15 years plus experience as a leadership position in Hotel industry at India and abroad. I am currently seeking a full -time position, where I can use my work experience, explore and my excellent communication skills, gained from employment in Hotel and tutoring environments.

PROFESSIONAL STRENGTHS

Great experience in supervising and managing all aspects of front office; performing daily monitoring of rooms inventory; rate and plan availability; ensuring adequate staffing level for all departments, front desk, communication department and night audit.

Developing and implementing training and development plans.

Strong knowledge in property management systems.

In-depth technical proficiency in Microsoft Applications.

In ability to adaptable easily and learn quickly.

Enviable ability to multi task, remain calm and professional under stress

Exceptional ability to maintain a positive attitude, handle conflict and confrontation.

Proven ability to establish structure and discipline in a department.

Strong ability to solve problems indentifies and finds solutions

PROFESSIONAL EXPERIENCE

HOTEL THE SIGNATURE ASANSOL

Working as Room Division Manager

1st April to till date

Open one honor or award I am responsible for the effective and smooth operation Supervised and managed all subsection of Front Office and House Keeping with proper activities.

Pro-actively identify potential guest issues.

Oversee the entire Front Office operation to maintain high standards

Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement

Ensure Regular Guests and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty program

Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

Set departmental objectives, work schedules, budgets, policies, and procedures

Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork

Ensure Team Members have current and up to date knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices

Maintain good communication and working relationships with all hotel departments

Monitor and maintain staffing levels to meet business demands

Conduct monthly communication meetings and produce minutes

Manage staff performance issues in compliance with company policies and procedures

Recruit, manage, train and develop the Front Office team

Comply with hotel security, fire regulations and all health and safety legislation

Act in accordance with policies and procedures when working with front of house equipment and property management systems

Assist with other departments, as necessary

Create and produce reports as required.

Coordinate schedules, and inter departmental duty schedule .

Ensure that all accounting transaction cash and credit, handling procedures are in compliance.

Assist housekeeping in day-to-day activities.

Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.

Consult and provide revenue management expertise to groups of assigned hotels to assist them in maximizing revenue and achieving financial targets from room division.

Evaluate the all staff member of Front Office, House Keeping, recruitment, and training.

Working closely with the Commercial Leaders in the Corporate Office and liaise with the Hotel General Manager,

HOTEL HILAND INN, KOLKATA, INDIA

01stJanuary 2014 to till 31st March

Front Office Manager

Open one honor or award I am responsible for the effective and smooth operation Supervised and managed all front office department and reservation department activities.

Pro-actively identify potential guest issues.

Create and produce reports as required.

Coordinate schedules, and inter departmental duty schedule .

Ensure that all accounting transaction cash and credit, handling procedures are in compliance.

Assist housekeeping in day-to-day activities.

Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.

Consult and provide revenue management expertise to groups of assigned hotels to assist them in maximizing revenue and achieving financial targets.

Working closely with the Commercial Leaders in the Corporate Office and liaise with the Hotel General Manager, DOSM and Revenue Manager on site to develop Revenue Management Strategies.

Provide direction to the hotel and ensure execution of effective strategies and actions are taken for total revenue management, pricing, yield management, forecasting and channel delivery to achieve agreed RGI, system delivery, total revenue and overall profitability.

Review and analysis of business performance, competitor practices, consumer trends to understand the dynamics of market and demand generators.

Responsible for pro-actively and cost effectively maximizing subscriber hotel revenue through revenue management practices to achieve superior performance against competitive set as measured in RGI.

Segment wise detailed daily, monthly and yearly forecasting and support team in budgeting.

Perform all necessary tasks required to add new Hotels onto the RMH support structure, including initial review with the Hotel, establishing of service level agreements, regular review meetings and take corrective action where necessary.

Work closely with the pre-opening team on Revenue Management Pricing and Revenue System processes for all new or conversion Hotels.

Support the implementation of Regional and Global Revenue Management, Pricing and Distribution initiatives and provides constructive feedback on continuous improvement opportunities.

Visit hotels to train and support Reservation, Sales and Revenue Team in hotel’s financial and team members personal development plans, and of Front Office, Guest relation and the Business centre along with the Front Office In charge to lead and manage the team to create a truly luxurious Experience for our guest and supervised the activities and service levels including all administrative and operational aspects. I was in charge of Guest Experience and quality from individual arrivals, VIP Arrivals, Group Arrivals/ In house Guests/ Checkout, Profile Quality, Guest Preferences, Room Inventory and good Corporate tie up for average revenue by room sale for the Front Office Department.

AL SAFIR HOTEL AND TOWER, MANAMA, BAHRAIN,

17th September 2013 to 30th November 2013

Front Office Supervisor

Check Ins / Check Outs

Updating guest details, Guest Relation-forms

Inter departmental communication for smooth operation.

Communication management.

Monitor the records of entire vehicle movements for the in house guest and airport pickup and drop off as per guest requirement records.

Daily room inventory report online as well as corporate booking and report to the Asst. Front Office Manager.

Room Allocation according to the guest requirement and their needs.

Handle all discrepancy and Guest complain and its solutions.

HIGHCREST HOTEL, (5 Star Pre Opening) KHURDISTAN, IRAQ

“3rd May 2012 to 21st Nov 2012”

Reservation Officer

Supervise and manage all Room Division departmental activities including room reservations.

Managing departmental forecasts and budgets for Room Revenue both line expenses and Corporate tie up.

Developed and implemented processes and procedures for assigned departments which support achievement of service and financial goals.

Look after all reservations online as well as corporate reservation and responsible for optimizing revenues through room sales and identifying new revenue and streams.

Participated in formulating selling strategies and rate structures.

confers and cooperates with other department heads to ensure

co-ordination of Hotel activities.

Headed the Reservation Department as well as Front Office Department, in absence of Front Office Duty Manager and Reservation Manager to ensure prompt handling of guest complaint/ request in a proper manner with necessary follow ups to increase guest satisfaction. Headed the department in absence of the FODM.

Design and implement Customer relationship module to attain100%

Guest satisfaction.

I have got an award from the Hotel for my Performance

The Corporate Hotel, Kolkata, India

26th March 2011 – 6th April 2012

Front Office In- charge

Supervised and managed all front office department and reservation department activities.

Pro-actively identify potential guest issues.

Create and produce reports as required.

Coordinate schedules, payroll and expenses to meet or fall below budget.

Ensure that all accounting transaction and cash handling procedures are in compliance.

Conduct regular monthly meetings with members of the Front Office and Communication Team to address current initiatives, projects and long term goals.

Assist housekeeping in day-to-day activities.

Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.

Develop monthly training for foster development and cross training with other department.

I was responsible for the effective and smooth operation of Front Office, Guest relation and the Business centre along with the Front Office In charge to lead and manage the team to create a truly luxurious Experience for our guest and supervised the activities and service levels including all administrative and operational aspects. I was in charge of Guest Experience and quality from individual arrivals, VIP Arrivals, Group Arrivals/ In house Guests/ Checkout, Profile Quality, Guest Preferences, And look after MIS, Room Inventory and good Corporate tie up for average revenue by room sale for the Front Office Department.

Pecon Software Ltd

31st January 2011 – 20th February 2011

Customer Care Executive

Overall front office management .

Developed and implemented strategies for front office, that support achievement of the sales goals.

Analyzed business forecasts and schedules accordingly

Ensured front desk handles billing and cash in accordance with company standards.

Planned and coordinated desk activities by working closely with sales, Housekeeping and other departments.

Passed IELTS (Academic) Exam "May" 2010 with all over band 5 conducted by University of Cambridge and British Council .

Went to West London College London(UK) for higher study in International Hospitality Management on 10th November 2010, due to father health problem came back in same month.

Hotel Executive Point

19th September 2001 – 31st October 2010

Senior Front Office Executive

We at the Front Office did I all the guest related jobs like sending e-mail for room booking confirmation and look after cancellation against confirm reservations and tentative reservations.

Some of my job responsibilities were:

Advance reservation and allocation of rooms, EPABX Operation (TATA PSX 195 & COX 848 A),

Cash handling including petty cash, all the entries of the guest bill folio and making the main bill in the computer, cash and credit statement report in daily basis, arranging railway and flight tickets as per guest requirements C- Form handling for foreign guests

At times I have worked in the House-keeping department also where my job responsibilities were:

Routine checking of all vacant room as well as occupied room, routine checking of public area, Banquets hall, Handling of guest laundry and staff uniform. Handling of lost and found articles, Inventory control and flower arrangement, checking of maintenance requirements and report to the concern department.

BUILD TECH INN, KOLKATA INDIA

02nd February 2000 –12th September 2001

Front Office Supervisor/Guest relation officer

Monitored the delivery and measurement of guest service consistent with the service standards and brand attributes.

Supervised assigned staff to include: hiring recommendations that encompass the Hotel’s diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling.

Created a work environment that promoted teamwork, recognition, mutual respect and employee satisfaction.

Performed all front office duties when necessary.

Scheduled employees based on volume, demand patterns and scheduled group travel arrangements

Provided ideas and suggestions for new products, services, technology and processes to ensure the Hotel’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.

Prepared front office activity reports for review.

INDUSTRIAL TRAINNING

GREAT EASTERN HOTEL

1ST April1999 – 30th September 1999

Cross training all major departments, Front Office, Food and beverage,

House Keeping and Communication management.

PROFESSIONAL QUALIFICATION

Advance Dual Diploma in Hotel Operation and Travel Tourism Management from Management and Professional Training Institute MPTI(INDIA), Kolkata, India, 1998 to 2000.

ACADEMIC QUALIFICATION

Plus Two :WBCHSE BOARD

Chandannagar Govt. College

West Bengal, Kolkata.

WBBSE - Bandel Vidya Mandir

West Bengal, India

OTHER SKILLS

Hotelier – Hotel Management System

CRMS - Centralized Reservation Management System

(A Hotelier Product)

Prologic First - Hotel Management System(wish.net PMS), Reservation Management System

IDS - - Hotel Management System(PMS), Reservation Management System (6i L.V.)

Neo - Hotel Management Systems(PMS)

Windows 7 / Windows XP / Excel(Basic) / Word /Dos base Windows, Outlook, internet activities .

PERSONEL INFORMATION

Fathers Name: Subhas Sengupta

Date of Birth: 29th February 1976

Nationality : Indian

Religion : Hindu

Marital Status: Married

Height / Weight:180 cm / 65kg

Passport No : H7426078

Place of Issue : Kolkata

Date of Issue : 9th November 2009

Date of Expiry :08th November 2019

DECLARATION

I do hereby declare that all the statements furnished in this Curriculum Vita are true to the best of my knowledge.

REFERENCE

Available upon Request

ARUN SENGUPTA

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