Assistant Front Office Manager

Kakarla Mahesh

+(965-******** Email: adaywf@r.postjobfree.com

Objective:

Dedicated hotel Front Office manager with more than 14 years of experience providing clients with the highest degree of hospitality and customer service by ensuring that facilities meet and exceed expectations. Strong leader possessing outstanding work ethic and integrity, always dedicated to meeting budget and meticulously documenting financials. Manages by leading and showing staff the rewards of pushing past their own expectations to provide the best work possible.

Summary of Qualifications

Total 14 yearsexperience.

Excellent manager who leads by example and through instilling confidence in staff, leading to higher productivity and better client satisfaction.

Skilled in the principles of administration and management in the service industry, including strategic planning, production methods, human resources, and the coordination of people and resources.

Complete knowledge of hotelsoperations.

Outstanding oral, written and training communicationskills.

Unparalleledguestrelationsskillsespeciallyincreating"specialtouches"andresolvingGuestrequests andconcerns.

Strong analytical skills including trend analysis and the ability to develop innovative tactics to resolve problems.

Excellenteyefordetails,cancarryoutactionstoimprovetheappearanceoftheproperty,and employees as well as establish relevant actions that meet guest'sexpectations.

Positive and upbeat approach to employee relations and guestcomplaints.

Strongcomputerskillsespeciallywordprocessing,hoteloperatingsystemsandspreadsheetcreation.

Remarkableabilitytoensureproperselection,trainingmotivationandcounselingofallemployees.

ACADEMIC QUALIFICATIONS

•Diploma in Computer Applications from ICC of Bachelors of Commerce (B,com) from MKUUniversity

•Diploma in Hotel Management & Catering Technology from SETWIN College

•Post-Graduation of Diploma in Business Administration (P.G.D.B.A) from Magnus School of Business-

•Awarded from Incredible India (Indian Tourism )

CAREER HISTORY

Tommaso Hotels & Resorts, India

Front Office Manager Dec 2015 to Sep 2018

Operations Manager Oct 2018 to Oct 2019

Responsible for day to day Front Office operations/services: including meeting financial goals as well as overseeing all Customer Relations.

Increased guest occupancy/revenue by 35% over 3years.

Received Best Practice Award for my contribution towards the Occupancy and Revenue.

Have increased Customer Overall Satisfaction Scores by 50% from an average of mid-40% to a consistent average of 85% and above.

Prepare forecasts/Reports and assist in the development of the Rooms Division budget.

Monitor and maintain the front office systems and equipment to ensure their optimum performance.

Track guest satisfaction surveys and maximize usage of guest response tracking system.

Assist in staffing, training and reviews and ensure productivity of departments through effective control and procedures.

Interact positively with guests and take action to resolve problems to maintain a high level of customer satisfaction and quality.

Ensure that guests are checked in and out of the hotel following established procedures.

Ensure hotel associates are following established procedures including accurate record keeping, posting of charges, billing disputes and cash payment handling.

Coordinate cross-training efforts between all Front Services positions. Ensure that all Front Services staff behaviours and appearance are in compliance with established policies.

Maintain and enhance a safe, secure, and comfortable environment for staff and guests by managing all maintenance needs.

Ensure that guest problems/complaints are handled in an effective and courteous manner.

Responsible for overseeing the investigation and disposition of any lost/misplaced/damaged items with Security and Risk Management to coordinate recovery efforts.

Oversee the usage of supplies, equipment and furnishings, etc.

Hotel 224, Pretoria, South Africa

LobbyManager- April 2009 – Oct 2015

Overseeing a team of staff and take responsibility for the smooth running of the hotel, it’s occupancy levels and also it’s profitability. In overall charge of daily operations of all departments, from the laundry service all the way through to organizing corporate hospitality.

Duties:

Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs specialservices

for VIP Guest’s.

Assists in VIP’s arrival departure in absence of guest relationofficers.

Checkscleanlinessoflobbyandpublicareas,lightsandaswellasfrontofficestaffinproperandorderly appearance andbehavior.

Checksonregistrationcardsofarrivingguestsandensuresallinformationshouldbefilledoneachcards either by Guest Relation Officers or theguests.

Assists in sending guest messages orfaxes.

Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows

Assists in handling room lockproblems.

Prepares and checks for VIP’s arrival and escorts guests torooms.

Co-ordinateswithalldepartmentsconcernedinordertomaintainFrontOfficefunctionsproperly.

Operates the front office computer system in order to assist front officeattendants.

Checks group department, fit and ensure switchboard makes appropriate wake upcalls.

HandlesguestcomplaintsandotherrelatedproblemsandreportsontheAssistantManager’slogbook.

Assists reception, business center, cashier, concierge and bell captain during they arebusy.

Answersguestsinquires,handlescomplaintsandattendtotheneedsoftheguests.

Approvesandsignforallowances,rebatesetc.,asrequiredbyFrontOfficeCashier.

Authorizes charges to be made for late departures and/or compliments onthem.

Promotes and maintains good publicrelations.

Motivates and maintains good staffrelations.

Maintains and be guided of hotel policy on credit/lost and found hotel guestsproperties.

Follows up in credit check report, liaise with creditmanager.

To responsible for front office operation during the absence of Front Office Manager(HO).

Todiscussallmatters thatneededtofollowupwiththenext shiftReceptionManager.

Approvestheworkingscheduleforthefrontofficeattendantsandsubmitsthemtofrontofficemanager (HO).

Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour,discussesproblemsthatencounteredonthispointwithfrontofficemanager,assistantfront office manager and their shiftleaders.

Assigns and Approves Duty roster for all Front deskstaffs.

Ocean Basket, Pretoria, South Africa

Waiter &RestaurantManager - Jan 2006 – Feb 2009 Duties:

•Escortscustomerstotheirtablesandensurestheyaresettledcomfortably;offerscoffeeandother drinks

•Presents the menu to customers, answers queries about it, and makes suggestions ifnecessary

•Informs patrons the restaurant’s dailyspecials

•Explains the preparation and cooking methods as well as ingredients of various menu items Takes orders from customers for food and beverages, writes down or memorize the orders; and enters information into the computer for transmittal to the kitchen

•Serves food and beverages promptly

•Ensures that customers are enjoying their meals or that they do not have any problem with their food Checks their identification to make sure that they meet the minimum age requirement for consuming alcoholic beverages

•Collects the customers’ payments and prepares bills with itemized costs andappropriatetaxes Prepares and tidies up the tables or counters; makes sure there are enough salt, sugar,pepper,

•cream, other condiments and napkins in every table or counter.

•Performs other duties like brewing coffee and preparation of salads and appetizers Decorates dishes prior to serving

•Ensures that there are adequate supplies of food, tableware, linens, and beverages Offerswineselections,putthisintheproperwineglass,andpourthewineforcustomers

•Stays alert for customer’s requests and be prompt to addressthem

•Performs other tasks assigned by supervisor or manager from time totime.

•As a Restaurant Manager Responsible for managing a shift staffed with 60+ employees. Food safety and quality is a top priority.

•Plan daily assignments, Target sales goals, handle cash, interview, and schedule, receive food shipments, order food products, cook and provide customer service training to my staff.

•Increase gross sales in restaurant and Bar, Control food cost Maintain wages in restaurant & bar Coordinate the efforts of different departments to ensure smooth running of the business

•Solicit business from new accounts and ensure recurring business from current guests.

ITC Fortune Kences Hotel, Tirupathi

Designation: Front Office Supervisor -July 2003 to Dec 2005 Duties:

•Handled all the front desk operations

•Coordinated with the guests and responded to their inquires Dealt with guest complaints by giving them a solution

•Responded to the guest's calls for room service, special service, emergency service and other queries.

•Transferredguest'scallstothefooddepartmenteffectivelyforbreakfast,lunchanddinnerordersinside theroom

•Transferring all incoming and outgoing calls of guests to the respective departments or numbers.

•Maintaining the attendance register of front office executives, pantry, housekeeping, laundry and other staff members.

•Arranging an emergency on call doctor in case of any emergency Arranging for pick up and drop service for the guests

Personal profile:

Name : MAHESWARA

Surname : KAKARLA

Languages : English, Telugu, Hindi, Tamil &Kannada MaritalStatus : Married

Nationality : INDIAN

D.O.B : 08 Oct 1980

Relocation : yes

Declaration:

IherebydeclarethattheabovementionedinformationiscorrectuptomyknowledgeandIbeartheresponsibility for the correctness of the above mentionedparticulars.

Place: (Kakarla M)

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