Front Office Manager

*******************@*****.*** +91-952*******

https://www.linkedin.com/i

n/olivia-barnes-302393128/

OBJECTIVE

To advance my career through

new experiences and challenges

in guest interaction &room’s

division lateral of an

organization, while offering my

learnings to assist in reaching the

goals and objectives set forth by

the owners and management

team in place.

SKILLS

Final Year - Mangalore

University topper.

Achieved 1st position in room

revenue against budget for

2018-19 across 49 fortune

hotels.

Certified First Aid trainer.

People person & influencer

Highly proficient in computer

skills

Excellent knowledge of IDS,

and Pegasus GDS system

OLIVIA BARNES

ROOMS DIVISION & GUEST RELATIONS PROFESSIONAL

DOB: 27TH AUGUST 1992

EXPERIENCE

ASSISTANT MANAGER FRONT OFFICE• ITC FORTUNE JP PALACE MYSORE AUG 2018 – TILL DATE

Successfully running front desk operations of a 108 key hotel comprising of 59 deluxe rooms, 33 Fortune Club rooms, 06 Junior Suites, 06 Executive suites, 03 Garden Suites &1 ADA room, Swimming pool, Gymnasium.

Handling & updating the OTA & STAAH rates in co-ordination with General Manager.

Analyzing& ensuring Guest satisfaction scores of above 94% each quarter.

Achieving an average occupancy per Year of around 83% with ARR of around Rs. 4300.

Work with the regional sales Team of Fortune, handling rate lodging for RFP, handling GDS and Pegasus.

Work in coordination with the corporate front office manager to ensure guest satisfaction and FOP are met and followed.

Preparing monthly and quarterly reports and Budgets for the department.

Managing all guest segments & requests – we cater to approx 60% FIT travelers, 20% MICE & approx. 20% corporate travelers ASSISTANT MANAGER FRONT OFFICE• ITC FORTUNE THE SOUTH PARK TRIVANDRUM• MARCH 2018 – 13/08/18

Successfully running front desk operations of a 77 key hotel comprising of 4 Standard Deluxe rooms, 52 Park Chamber rooms, 15 Executive suites, 5 Deluxe Suites 1 ADA room, Swimming pool, Gymnasium.

Handling & updating the OTA & STAAH rates in co-ordination with General Manager.

Analyzing& ensuring Guest satisfaction scores of above 94% each quarter.

*******************@*****.*** +91-952*******

2

High language proficiency:

English, Hindi, Konkani,

Kannada&Tulu

Achieving an average occupancy per month of around 79% with ARR of around Rs. 4120.

Work with the regional sales Team of Fortune, handling rate lodging for RFP, handling GDS and Pegasus.

ASSISTANT MANAGER FRONT OFFICE • JAKSON INNS PHALTAN • JUNE 2016 – FEBRUARY 2018

Managing the daily operations of Front Office with sub departments - Reservations, Travel Desk, Reception, Outdoor Recreation activities & Sightseeing.

Successfully running front desk operations of a 74 key hotel comprising of 69 deluxe rooms, 4 suites, 1 ADA room, Swimming pool, Gymnasium & Recreation center.

Handling total responsibility for smooth functioning of front desk, under the supervision of Operations Manager.

Managing all guest segments & requests – we cater to approx 65% business travelers, 15% MICE & approx. 20% FIT leisure travelers

Monitor service standards, service excellence, safety, and well- being of guests.

Analyzing& ensuring Guest satisfaction scores of above 92% each quarter.

Handling & updating the OTA & STAAH rates in co-ordination with Sales Head.

Helping to optimize hotel revenue in finalizing weekly weekend rates on online portals & offering it through reservations team as well.

Achieving an average occupancy per month of around 62% with ARR of around Rs. 3450.

Conceptualising& design various outdoor activities & set ups like – Breakfast at the farm, Picnic at windmills,Phaltan Rajwada tours with sampling of local delicacyetc. in co-ordination with FnB Manager.

Conceptualizing various methods for group check-ins like – check in bus, etc. ensuring a memorable stay for the guest.

Handing additional responsibility as departmental trainer.

Respond to training related queries by resolving issues in a timely and efficient manner.

Ensure that the team has been trained for all safety provisions.

Promote and manage a positive and productive work environment by working with the management team to provide clear communication and fair and timely training evaluations of the team.

Assisting in other marketing activities & working together with the sales & marketing team – to promote Phaltan as an offbeat destination.

To perform other job duties as assigned by Operations Manager. MANAGEMENT TRAINEE • JAKSON INNS PHALTAN •

JUNE 2014 – MAY 2016

Cross exposure in all major operational departments. *******************@*****.*** +91-952*******

3

Instrumental in Training the pre-opening Team for Front Office and Guest Relations Team.

Consistent assistance in establishing processes for Departments especially Front desk& Recreation desk.

Instrumental in establishing the SOP for Suites & ADA room. INDUSTRIAL TRAINEE • FORTUNE SELECT REGINA, GOA •

NOVEMBER 2012 – MARCH 2013

Cross training in all major operational departments. EDUCATION

BACHERLOR’S DEGREE • 2010 - 2014 • MOTIMAHAL INSTITUTE, MANGALORE

B.H.M.

HIGHER SECONDARY • 2008 - 2010 • MILAGRES COLLEGE, KALLIANPUR, UDIPI

Majors in commerce

SSLC • 2008 PASSOUT• MILAGRES HIGH SCHOOL, KALLIANPUR, UDIPI

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