Front Office Manager

SMRITI VERMA

Email Id ******.***********@*****.***

Phone:+968********

Skype Id: smritishrivastava86

Career Objective

Looking for a long-term relationship with an organization, which gives me ample opportunities to learn and excel in Hotel industry as well as utilize my potential to the maximum extent.

Professional / Educational Qualification:

Degree

Specialization

College / University

Year

% of Marks

Post Graduation

Master’s in Business Administrations

Human Resources

Sikkim Manipal

University

2010

75%

Graduation

Bachelor’s in Hotel Management

(4 years Degree)

Front Office

Institute of Tourism and H.M. Bundelkhand University, Jhansi

2006

78%

12th

Intermediate

Arts

G.G.I.C. Lalitpur / U.P.Board

2002

60%

10th

High School

Science

G.G.I.C. Lalitpur / U.P.Board

2000

63%

Specialist

Front Office

Skills

Computers & Internet

Industrial training

Hotel Sayaji, Indore (6 Months)

Experience

Hotel Sundus Rotana, Muscat (Now- Novotel Muscat Airport Hotel)

Duration

Since February 2019- till Present

Designation

Front Desk Manager

Hotel Downtown Rotana, Bahrain

Duration

Since December 2017- February 2019

Designation

Guest Service Manager/ Front Desk Manager

Hotel Oryx Rotana, Doha

Duration

Since May 2016- December 2017

Designation

Guest Service Manager/ Front Desk Manager

Hotel Majestic Arjaan by Rotana, Bahrain

Duration

Since March 2015- May 2016

Designation

Assistant Manager Guest Service

Hotel Khalidiya Palace Rayhaan by Rotana, Abu Dhabi

Duration

Since June 2013- March 2015

Designation

Team Leader Guest Service

Hotel Howard Sarovar Portico, Agra (Hotel Howard Plaza-new name)

Duration

Since April 2012- June 2013

Designation

Guest Relation Manager

Hotel Wyndham Grand, Agra

Duration

Since April 2011- April 2012

Designation

Guest Relation Executive

Hotel Nova Goa, Goa

Total Duration:

4.5 years (August 2006-February- 2011)

First Designation

Front office Assistant (August 2006-December 2007)

Second Designation

Front Office Executive (January 2008-December 2008)

Last Designation

Guest Relation Executive (January 2009-February-2011)

Certification

Managing L & D

Certified Departmental Trainer Co-ordinate

Interviewing Selection Skills

Certified Interviewer

Cross Training

Front Desk Manager/Night Manager

Cross Training

Assistant Manager Reservation

Cross Training

Income Auditor & Financial Accountant

Responsibilities as a Front Desk Manager

Review the arrival list daily and assist in assigning the rooms for arrivals.

Check and action daily Front Office reports-

oPM Report

oHousekeeping discrepancy report

oCredit limit report

oDND report

Prepare Monthly Reports for Head office at month end.

Prepare GM Monthly Report for GM at month end.

Prepare Front Office up-selling report at month end.

Attend P&L meeting in absence of Director of Front Office.

Assist DOFO in preparing FO Budget.

Update colleagues’ records with absents, sick leaves, negative behaviors and extra miles.

Monitor and coach the team member for room upselling and for selling the memberships.

Meet & greet the VIP guests at check in and check out.

Co-ordinates with all departments concerned in order to maintain Front Office functions properly.

Operates the front office PMS in order to assist front office Agents.

Handles guest complaints and other related problems.

Assists reception, business center, Club Lounge and cashier during busy operations.

Answers guests inquire, handle complaints and attend the needs of the guests.

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

Motivates and maintains good colleagues’ relations.

Responsible for front office operation during the absence of Director of Front office.

Discuss all matters that needed to follow up with the next shift Manager on Duty.

Conducts and ensures the neat of appearance of front office colleagues as well as correct attitude and behavior, discusses problems that encountered on this point with Director of front office.

Observe and lead the Guest Service (bell desk, Airport desk, Valet Drivers, Club Lounge, Doorman, and Lobby Hostess) and front desk team.

Check the RCs and sign the rebates and allowances.

Conduct briefing and departmental Monthly meetings.

Prepare the Duty Roaster of Front Office Team.

Train the colleagues as per the standard of performances (SOP’s).

Arrange the VIP amenities/ birthday cakes/ honeymoon amenities for the guests as per their request.

Check arrival guest’s profile day to day basic to arrange their request in advance to give them WOW experience.

Monitor guest satisfaction through online comments and if there is any complain, offer the service recovery for his next visit.

Prepare Annual Performance Review for all the colleagues of Front Office Team.

Arrange Colleagues Development Records for all the colleagues of Front Office Team.

Interview the candidates for all Front Office positions.

Train the new joiners as per the SOP’s and prepare their training records.

Prepare Probation review for the new colleagues after 3 months of joining.

Hobbies

To Sing & Listen Songs, To Watch Movies, To Travel to new places, To meet new people

Abilities

Possesses initiate and tact drive

Possesses strength and stamina for sustained hard work

Always eager to learn and add to knowledge

Enjoy facing challenges of new situations

Interpersonal Skills

Experienced in working with groups and individuals, using team work and collaboration, setting goals delegating and communicating effectively

Personal Details

Date of Birth: - 11-Apr-1986

Passport No.: - 5248304

Gender: - Female

SMRITI VERMA

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