Assistant Manager - Front Office

Avneet Sahani

* ********* ****, **********, *******

●● 647-***-**** ●● adc7id@r.postjobfree.com ●●

PROFESSIONAL CHRONOLOGY

Pomeroy Kananaskis Mountain Lodge – An Autograph Collection of Marriott – Kananaskis, Canada

Assistant Front Office Manager June 2019 – May 2020

Identify the developmental needs of others and coaching, mentoring or otherwise helping others to improve their knowledge or skills. Provide guidance and direction to subordinates, including setting performance standards and monitoring them.

Utilize interpersonal and communication skills to lead, influence and encourage others. Advocate sound financial and business decision making, demonstrate integrity and lead by example.

Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Conduct department meetings and continually communicate a clear and consistent message regarding department goals to produce desired results.

Act as a Service Champion for the Front Office Team and create a positive atmosphere for guest relations. Display leadership in guest hospitality and exemplify excellent customer service.

The Omni King Edward Hotel – Toronto, Canada August 2018 – May 2019

Guest Service Manager

Understanding guest satisfaction scores and ensuring all responses are answered in a timely and efficient manner. Focusing on employees’ satisfaction scores and develop action plans to tackle required areas and expand the strong ones.

Train the team to be able to achieve desired results and lead by example. Take pro-active approach to verify property policies are administered consistently and ensure that all team members meet or excess all hospitality requirements.

Ensuring sales and labour figures are in balance every month, meet employees with one-on -one basis quarterly. Celebrate successes and publicly recognise the contributions of the team members.

Review financial statements, sales reports and other performance data to measure productivity and goal achievement and thereby determine areas for improvement.

The Omni King Edward Hotel – Toronto, Canada July 2017 – July 2018

Food and Beverage Supervisor

Overseeing the daily operations of Food and Beverage Service and monitor guest experience and food & beverage offerings to ensure customer satisfaction.

Analyse comments from all forms of social media reviews, loyalty and brand tracking, Medallia scores daily to evaluate results, identify opportunities and determine the most appropriate solutions and resolve any impeding issues.

Approve weekly work schedules for over 35 team members which allows for appropriate service controlling costs.

Assists in developing and implementing short-term goals and strategies to achieve objectives and maintain a competitive position in the market.

Participate in inventory control, month ends counts and costings and work with suppliers to keep product offerings current and trendy.

Highlights: Awarded “Leader of the Quarter” on May 2018 for my outstanding contribution in the food & beverage team.

Vivanta by Taj – Gurgaon, India June 2015 – May 2017

Executive - Front Office

Ensuring and guiding all team members to follow Standard Operating Procedures set by the organization, thus achieving an overall service score of 90.2% in an External Audit conducted yearly (2016-2017) by Leading Quality Assurance (LQA) as compared to 79.8% in 2015-2016.

Assisting about 30 guests a day to meet and exceed expectations and received several recommendations from guests through customer feedback survey and personal emails.

Maintaining strong and positive communication with other departments such as Concierge, Reservations, Housekeeping and Food & Beverage Service to meet all special requests of all guests, including preferences of regular VIP guests, coordinate extended stays, early departures, sightseeing itineraries, celebrating special occasions, etc.

Ensure adherence to all credit procedures in the front office by reviewing high-balance reports and following up with credit manager if needed.

Highlights: Awarded “Employee of the Month Front of the House” award on May 2016 for my outstanding contribution in the front office.

Website - https://vivanta.tajhotels.com/en-in/gurgaon-ncr/

Hyatt Regency – New Delhi, India March 2014 – May 2015

Supervisor / Team Leader

Support the execution of pre-arrival communications and preparations, front desk and concierge services and lounge operational support as needed in accordance with standards of performance.

Ensure colleagues have the tools that they need to work successfully, provide timely reviews of their performance, manage labour hours and organize paid time off as requested.

Actively participate in guest recognition initiatives, proactively seek to understand guest preferences in order to execute high levels of personalized services at all times and ensure consistency across

Highlights: Awarded ‘The Most Promising Newcomer’ at The Hyatt Regency Delhi in June 2014.

Website – https://delhi.regency.hyatt.com/en/hotel/home.html

The Oberoi Amarvilas – Agra, India August 2013 – February 2014

Front Office Assistant

Review daily arrivals to ensure proper handling of Special Attention Guests, Return guest and Groups.

Provide assistance to the arrival guests and assigning rooms as per their preference.

Retort to guest queries related to all areas of Front Office such as Reservations, Concierge, Cashiering, Guest Relations and Bell Desk by telephone or email and in person.

Minimize guest complaints and achieved guest score of standard requirement of 80% in ‘Exceeded Expectation’.

Highlights: Rated ‘Above Target’ in the Yearly Performance Appraisal in February 2014

Website – https://www.oberoihotels.com/hotels-in-agra-amarvilas-resort/

Trident Hotel – Chennai, India June 2010 – May 2013

Hotel Management Trainee

1.Personal recommendations received from guest for delivering courteous and professional guest service.

2.Played the role shift in charge in Front Office by pre-blocking any V.I.P. arrivals and, in the absence of the Duty Manager welcome and register all arriving V.I.P. guests according to established procedure.

3.Responsible for the handling of a particular section of the restaurant and ensuring satisfactory level of guest

4.As a Housekeeping Attendant, ensured the cleanliness of all guest areas as per the set guidelines.

Highlights:

Awarded Champion of the Month in Front Office for the month of March 2013.

Awarded Champion of the month in Food & Beverage Service for the month of February 2012.

Website – https://www.tridenthotels.com/hotels-in-chennai

ACADEMIC & PROFESSIONAL CREDENTIALS

Diploma in Training and Development

Indian Society for Training and Development June 2017

Masters in Tourism Management – Master’s Degree December 2015

Indira Gandhi National Open University, New Delhi, India

Bachelors in Tourism Studies – Bachelor’s Degree June 2013

Indira Gandhi National Open University, New Delhi, India

Systematic Training and Education Programme in Hotel Operations June 2013

Oberoi Center of Learning and Development, New Delhi, India

(Oberoi Group of Hotels & Resorts)

Contact this candidate