Front Office Manager
Resume:
PRATIK PATEL
****-** ****** ***** *********** ON M1G1S5
CELL: 778-***-****
******.*******@*****.***
SUMMARY: Remarkably gifted and knowledgeable Hotel General manager with huge background in being fully responsible for hotel overnight, ensuring high standards are maintained at all times and company policies and procedures are followed to provide excellent customer service.
Summary of Qualifications
Great experience in health and safety / Fire prevention, and security systems and procedures.
Strong energy, alertness and decisive, and ability to work alone or as part of a team.
Excellent attention to detail.
Strong confident and professional individual who is capable of working on own initiative and being very self-motivated.
Excellent interpersonal skills and sensitivity to visitors' requirements.
Considerable ability to use computers in MS Office.
Excellent communication skills.
Exceptional ability to manage and lead a team independently.
Profound ability to direct hotel according to employment and inns keeper laws of the jurisdiction.
Professional Experience
Riviera Hotel on Robson Vancouver
Jan 2018- Dec 2019/
General Manager
•plan and organise accommodation, catering and other hotel services
•promote and market the business
•manage budgets and financial plans and control expenditure
•maintain statistical and financial records
•set and achieve sales and profit targets
•analyse sales figures and devise market and revenue management strategies
•recruit, train and monitor staff
•plan work schedules for individuals and teams
•meet and greet customers
•deal with customer complaints and comments
•address problems and troubleshoot accordingly
•ensure events and conferences run smoothly
•supervise maintenance, supplies, renovations and furnishings
•deal with contractors and suppliers
•ensure security is effective
•carry out inspections of property and services
•ensure compliance with licensing laws, health and safety and other statutory regulations.
Hyatt Regency Vancouver
Sept 2017- Jan 2018
Hotel Assistant Manager
Ensuring the smooth daily operations of the Front Office, while maintaining high levels of guest service
Overseeing the hiring, coaching, developing, and performance management of the Front Desk Supervisors, and Guest Services Agents
Improving service delivery by streamlining procedures and removing obstacles
Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction
Developing visionary proposals aimed at improving service climate, colleague moral, and shareholder return
Handling of guest comments and concerns, ensuring all guest needs are met
Establishing and maintaining a good working relationship between the hotel and affiliated agencies and their representatives
Participating in meetings within the Front Office, hotel, and the company
Adhering to the code of business conduct
Being responsible for a personal cash float
Ensuring the operational budget for the Front Office is adhered to, and costs are controlled
Ensuring optimal and efficient scheduling in all areas of the Front Office
Practicing room yield management, to ensure maximum profitability of overall operations
Monitoring inventory, room types, and categories
Ensuring the safety and well-being of our guests and colleagues by having a working knowledge of crisis and emergency procedures
Adhering to health and safety procedures
Other reasonable duties as assigned
Hotel Grand Pacific
May 2015- Sept 2017
Night Manager /Restaurant Manager (Manager on duty)
Responsible for ensuring that all daily reports are generated, daily revenues are balanced, express checkouts are processed efficiently and guests needing assistance during the shift are accommodated. The Night Manager will provide the management team with accurate and reliable information needed to make effective operational decisions.
Among employees and promote maximum morale, productivity, and efficiency. Check guests in and out.
•Handle and take reservations.
•Handle guest’s special requests and customer complaints during shift.
•Perform all other front desk duties and responsibilities.
•Investigate and handle complaints, disturbances, emergencies, etc. during shift.
•Perform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports.
•Assist in the preparation of Night Audit month-end reports, house account summary, phone summary, etc.
•Interview, train, supervise and develop Night Audit staff, including coaching, counselling and discipline.
•Prepare, copy, and distribute reports as required.
•Handle special guest requests.
•Monitor and prepare Night Audit reports in accordance with Hotel’s requirements meeting various due dates and deadlines, i.e.,
•Attend and contribute to periodic meetings to maintain favourable working relationships
●Suggested and implemented ideas and standards which ensured a more personal welcome for all Excellence Hotel guests and used their names to report complaints, comments and compliments.
●Ensured Fire and Safety procedures were observed and adhered to.
●Ensured guest property was dealt with using maximum care and attention.
●Ensured the porters' desk was manned at all times.
●Ensured maximum revenue was obtained for all room sales.
●Ensured all night audit procedures were completed to the required standard.
●Carried out night audit function and assisted where necessary.
●Ensured all early morning calls were completed for all individual, guests as well as groups.
●Motivated, trained, educated, appraised and developed all junior staff
●Liaised with other departments in the hotel with regard to customer requirements.
●Adjust F&B checks and cover restaurant floor and complaints.
●Investigate any food poison complaints with chef and check for safety.
•
Toronto Plaza Hotel & Conference Centre (Former: Days Hotel & Conference centre)
May 2012 – May 2015
Hotel Operations
Responsible for ensuring that all daily reports are generated, daily revenues are balanced, express checkouts are processed efficiently and guests needing assistance during the shift are accommodated. The Night Manager will provide the management team with accurate and reliable information needed to make effective operational decisions.
Among employees and promote maximum morale, productivity, and efficiency. Check guests in and out.
•Handle and take reservations.
•Handle guest’s special requests and customer complaints during shift.
•Perform all other front desk duties and responsibilities.
•Investigate and handle complaints, disturbances, emergencies, etc. during shift.
•Perform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports.
•Assist in the preparation of Night Audit month-end reports, including in-house movie reports, house account summary, phone summary, etc.
•Interview, train, supervise and develop Night Audit staff, including coaching, counselling and discipline.
•Prepare, copy, and distribute reports as required.
•Handle special guest requests.
•Monitor and prepare Night Audit reports in accordance with Hotel’s requirements meeting various due dates and deadlines, i.e.,
•Attend and contribute to periodic meetings to maintain favourable working relationships
●Suggested and implemented ideas and standards which ensured a more personal welcome for all Excellence Hotels guests and used their names to report complaints, comments and compliments.
●Ensured Fire and Safety procedures were observed and adhered to.
●Ensured guest property was dealt with using maximum care and attention.
●Ensured the porters' desk was manned at all times.
●Ensured maximum revenue was obtained for all room sales.
●Ensured all night audit procedures were completed to the required standard.
●Carried out night audit function and assisted where necessary.
●Ensured all early morning calls were completed for all individual, guests as well as groups.
●Motivated, trained, educated, appraised and developed all junior staff
●Liaised with other departments in the hotel with regard to customer requirements.
J SAINSBURY’S PLC
2008 - 2010
Management Trainee
Customer Service: Deliver the best service, quality and value to every customer, every time. Maintain customer satisfaction as the driving philosophy of the business. Personally demonstrates a commitment to customer service by soliciting and responding promptly to guest needs. Commit to satisfying every guest. Level of service provided to major accounts and groups meet or exceed customer expectations.
●People: Manage people according to company's values. Maintain a positive, cooperative work environment between staff and management. Emphasize training and development as a way of doing business in order to empower employees to successfully perform their jobs. Help to develop management talent by acting as a mentor for others. Ensure employees fully understand performance standards, review process, and reward successes. Train employees to increase level of customer sales and service skills on an ongoing basis.
●Quality: Maintain physical product standards by routinely inspecting departments to ensure that equipment is in proper working condition and supplies are stocked at proper level.
●Leading and managing a team.- Night management functions.- Fidelio Opera.- Training and developing team members include appraisals.- Excellent customer service skills.- Implementation of standard operating procedures.
Education
Diploma in Business Administration (Human Resource)
Sheridan College (Brampton, ON)
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