Front Office Manager

Natasha Sippy

*** ********* **, *** ******, CA **070 • Mobile: 646-***-**** • ******@*****.***

EXPERIENCE

A seasoned hospitality executive with strong operations experience across multiple brands and in one of the most dynamic markets in the world (New York City). Experience spans luxury to full service hotels including managing teams and executing the overall strategy and vision.

Radisson Lexington Hotel New York, NY

Director of Rooms Division February 2011 – April 2011

• Lead and develop teams across different departments including front office, housekeeping, and other front of the house areas to ensure a smooth and well-functioning operation

• Actively working on key strategic initiatives to improve operational efficiency focused on streamlining and improving guest service delivery to meet and exceed brand standards Radisson Lexington Hotel New York, NY

Front Office Manager August 2005 – February 2011

• Led a team of 20 team members towards delivering exceptional guest service o Consistently raised Guest Satisfaction Scores from 2005-2010 across internal Radisson brand standards, and other third party channels and websites

o Engaged in active dialogue with current and past guests to follow up on guest comments and future bookings

• Actively promoted the frequent guest loyalty program. In 2010, increased the number of new enrollments by over 3.5x as compared to 2009

• Developed and promoted team members within the organization to leadership roles. Conducted performance reviews and provided input on bonus and salary recommendations for team members

• Worked closely with the revenue management team to optimize revenue by incorporating various upsell, cross sell, and other strategies at the front office

• Active role in recruitment and training of staff for all front of the house departments Doubletree Metropolitan Hotel New York, NY

Front Office Manager January 2008 - August 2008

• Received & handled guests' complaints, supervising Managers-on-Duty to resolve issues

• Unparalleled guest relations skills especially in creating "special touches" and resolving Guest requests & concerns

• Ensure the delivery of customer service excellence for all Hilton HHonors guests

• Manage and train all Manage on Duty’s and front desk executives to ensure compliance with Brand Standards Paramount Hotel New York, NY

Front Office Operations June 2007 – September 2007

• Led the transition of a new front office team due to a change in ownership

• Trained & developed a new Front-Office team for this glitzy Times-Square hotel, which included implementation of the Property Management System – OPERA

Radisson Lexington Hotel New York, NY

Manager on Duty November 2004 - August 2005

• Received & handled guests' complaints, to resolve issues and maintained a consistent high level of customer service

• Reviewed and prepared all daily reports for front office

• Supervised and disciplined staff to follow Brand Standards

• Worked closely with Housekeeping Manager, PBX, Bell desk to ensure a smooth operation Natasha Sippy

Radisson Lexington Hotel New York, NY

Guest Relations Executive February 2004 – November 2004

• Active participation in lobby meetings and greeting guests. Act as an ambassador to the hotel. Coordinating with Manager on Duty to ensure sufficient coverage in the lobby throughout the day to assist guests

• Conclude pre-arrival emails to make sure that all items requested in advance are placed and ready in guest rooms Doubletree Metropolitan Hotel New York, NY

Restaurant Manager June 2003 - February 2004

• Involved in maintaining an optimum inventory of supplies

• Performed functions of payroll and employee scheduling

• Resolve customer complaints about food quality and service

• Monitor actions of staff and customers to ensure compliance with health and safety standards and liquor regulations

• Recruit, hire, and oversee training for staff

• Meet with sales representatives to order supplies such as tableware, cooking utensils, and cleaning items The Taj Mahal Palace Mumbai Mumbai, India

Guest Relations Executive November2001 - January 2002 Flagship hotel of India’s most prestigious group of Hotels

• Responsible for delivering and ensuring luxury levels of service o Maintained detailed guest profiles and databases to track guest preferences, arrivals, and taking a proactive approach to equipping a room before guest arrival

o Handled all VVIP arrivals

Education & Skills Summary

Education

S.N.D.T University Mumbai, India

Bachelor’s in Science 1994 - 1997

Skills

• Operations Management & Strategic Planning

• Labor Relations and Management (Union and Non-Union)

• Client Relations and Management

• Property Management Systems

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