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Front Office Manager

Location:
Dubai, Emirate of Dubai, United Arab Emirates
Posted:
May 20, 2020

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Resume:

SSHHAARRAATT

HH CCHHIINN

NNAAPPPPAA

Mobile no: +971*********

Email:

addch4@r.postjobfree.com

DOB : Aug 4, 1982 - India

Passport No: S 0541730

Visa Status: Residence

Nationality: Indian

Language: English & Hindi

Education:

B.com from St Aloysius,

Mangalore, India

Computer Skills:

Micros Fidelio: Property

Management System.

Pro-Logic: Property

Management System.

MS Office: MS word, Excel &

PowerPoint.

Medallia: Customer Experience

Management

Synaxis: Central Reservation

System

Rate Tiger: Channel Manager

CAREER SYNOPSIS

To reach the pinnacle of my career by sheer hard work, total commitment and dedication towards my job. Learn new things at every step while making progress in my career and achieve company vision.

Ensuring effective rendering of service including Front office, Revenue, Housekeeping, Engineering & Health Club to enable smooth flow of day to day operations. Responsible for maintaining quality product and ensuring consistency in delivering high standards. Work in support of team goals, quality decision making at the senior level.

Managerial:

• A competent professional with over 15 year’s rich cross functional experience in hotel operation with Taj Groups of Hotels and Ramada by Wyndham Chelsea Hotel.

• Forecasting trends in occupancy & revenue, budget for room sale, average rate and other revenue.

• Developing & implementing strategies to achieve a large market share.

• Creating a work environment that is high in employee morale and provides constant learning & development.

• Monitoring daily performance and manage revenue through revenue management techniques.

• Managing the guest history system and effectively use the guest profile.

• Review the weekly, monthly business reports and analyzing market occupancy trends.

• Manage and motivates the Front Office team in order to provide a high standard of service for customers.

• Review arrival list for all arrivals and check VIPs room allocations, amenities and special requests.

• Customer Satisfaction System – Achieve high quality review score and make action plan to arrest negative review (Guest survey, Social Media Review, Trip Advisor).

• Delegating, Training and Assigning the task to Managers for the effective result.

Achievements

Best 4 Star Deluxe Hotel - Taj Gateway Hotel, Cochin – 2011 Trip Advisor, Certificate of Excellence - Ramada Chelsea, Dubai – 2017/ 2018 / 2019 Wyndham Awards - Top enroller in Wyndham Rewards 2017/2018 Agoda Award – Gold Circle 2017

Booking.com – Traveller Review Awards 2020

Training Programs:

Train the Trainer

Junior Manager

Fire Fighting Course

Rifle Training

Special Employee Educational

program (SPEED)

Wyndham – PRM Training

DTCM - Certified Dubai Way &

Sustainability course

Cross Exposure Training:

Taj Vivanta, Bangalore- August

2007

Taj President, Mumbai- July 2008

Taj Fort Aguada, Goa- October

2009

Extra-Curricular Activities

Represented in hockey from

Mangalore University.

Represented in cricket for Taj

Hotels & Ramada Chelsea.

Career History

Ramada by Wyndham Chelsea Hotel, Dubai (2017 to Jan 2020) Front Office Manager & Revenue

• Ensure all employees were properly trained, knowledgeable and provided excellent guest service.

• Oversee front desk operations and department productivity, managing and driving ADR, room inventory and adjusting them based on business demand.

• Conduct interviews, hiring and training new employees. Oversee department scheduling, conduct monthly one on one meeting's with direct reports, coaching and observing employees to hold them accountable.

• Successfully work with the Hotel General Manager to ensure that the set target for brand audit is achieved.

• Act as Manager-on-Duty in the absence of the General Manager

• Maintain close communication with housekeeping, sales, maintenance and all other departments for the smooth function of operations.

• Carries out annual performance appraisals for employees, sets targets and provides support for career development.

• Review work procedures and operational problems to determine ways to improve service, performance, or safety.

• Ensure that all Front of the house Public areas are well maintained and kept to a high standard of cleanliness.

• Monitoring and tracking rate room rate in Meta search & rate shopper to ensure room rates are in parity.

• Prepare the weekly schedule; handle all customer concerns in a pleasant and professional manner.

• Maintaining close relationship with account managers and understand the market trends.

• Updating & uploading DTCM Monthly report and follow all the guidelines of DTCM and Dubai Municipality.

• Review our ranking in STR report on daily, weekly & monthly basis.

• Reviewing the GRE Room-Check & Courtesy call report on daily basis, corrective actions are taken immediately.

• Reservation Operations - Monitoring day to day reservation activities in coordination with Reservation Manger and assist in terms of challenges, disputes & policies

• Health Club operations – Ensure health & safety regulations are strictly followed, assist health club supervisor in operation aspects Ramada by Wyndham Chelsea Hotel, Dubai (2014 to 2017) Assistant Front Office Manager

• Customer Satisfaction (Guest Feedback, Social Media Review).

• Financial Performance (Up selling, Room Revenue, Operation Auditing).

• Manages and motivates the Front Office team in order to provide a high standard of service for customers.

• Develops high quality relationships with guests throughout their stay.

• Prepare weekly & monthly reports.

• Handles any guest complaints or controversial issues that cannot be settled directly by team members and provides a fast solution.

• Oversee and supervises guest arrivals and departures with the front office executive and duty managers.

• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.

• Involve in recruitment of new team members for front office.

• Ensure that all front desk employees are well presented (uniforms, personal hygiene etc.), and also punctual, and have current knowledge of hotel products, services, facilities, events and policies and knowledge of the local area and events.

• Have a good knowledge of all systems and standard operating procedures of front office.

• Ensures that guest documentation and information is available and up to date.

• Act as the Manager on Duty for the hotel in the absence of the Front Office Manager, dealing with all issues that may arise.

• Assist the Front Office Manager in implementing and enforcing financial controls throughout the front office, helping with control of operating expenses and purchasing.

• Prepare weekly shift schedule based on business forecast.

• Monitoring the DTCM report and ensues all data are updated with the stipulated time.

• Supervise the billing and cash processes to ensure compliance with company standards.

• Provide feedback to the team members on their performances and improvements.

• Create positive experience by engaging and welcoming guests as they enter and pass through the lobby.

Ramada by Wyndham Chelsea Hotel, Dubai (2012 to 2014) Duty Manager

• Checking the daily arrival list & monitoring all VIP movements.

• Managing the guest history system and effectively use the guest profile.

• Reviewing the monthly business reports & analyzing market & occupancy trend.

• Maintaining the logbook & effective follow up systems.

• Proficient in overseeing administration & management of the hotel operation & other related activities.

• Maintain guest history systems & updating of all guest profile.

• Actively involved in Acting as a one-point contact with the guest, constantly interacting with guest to solicit feedback.

• Co-ordinating with other department to ensure that all the security, hygiene & aesthetic standards of the hotel are met.

• Co- ordinating with sales and marketing department in the area of promotions, special packages, corporate discounts, new accounts etc.

• Maintain regular contact with corporate and individual customers to build strong relationships with them.

Taj Group of Hotels & Resorts: Taj Gateway Hotel, Cochin (2010 to 2012) Duty Manager

• Monitoring daily performance and manage revenue through revenue management techniques.

• Managing the guest history system and effectively use the guest profile.

• Maintaining the logbook & effective follow up systems.

• Checking the daily arrival list & monitoring all VIP movements.

• Proficient in overseeing administration & management of the hotel operation & other related activities.

• Maintain guest history systems & updating all guest profile.

• Actively involved in Acting as a one-point contact with the guest, constantly interacting with guest to solicit feedback.

• Ensure that all statutory requirements (preference) of the guest in-house are met.

• Co-ordinating with other department to ensure that all the security, hygiene & aesthetic standards of the hotel are met.

• Co- ordinating with sales and marketing department in the area of promotions, special packages, corporate discounts, new accounts etc.

• Maintain regular contact with corporate and individual customers to build strong relationships with them.

Taj Gateway Hotel, Bangalore (2004 to 2010)

Front Office Associate & Supervisor

• Handling Check In, check out (Includes group check in & check out), guest complaints and guest related problems, reservation calls and also telephone operation.

• Handling entire cashier operations, foreign exchange and closure of cash.

• Interacting with other department for smooth functioning of the department.

• Teamwork- Motivating employees for better results towards the guest.

• Responsible for training discipline and motivation of the staff in the department.

• Handling lobby operations.

• Preparing daily and monthly reports.

• Complaint handling - Ownership of complaint.

• Supervising business centre activities.

• Guest recognition/ensuring high percentage of repeat cliental.

• Taking care of CIS updation.



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