Front Office Manager
Resume:
SAM THOMAS
Building No. ***, Street **, Discovery Gardens, Dubai, UAE.
Email: adfirc@r.postjobfree.com adfirc@r.postjobfree.com Summary
Seasoned professional with more than 12 years of rich experience in Front Office Operations/Client servicing in the Hospitality Industry. Currently associated with Hotel Five Jumeirah Village Dubai as Front Office Manager. Proven track record of understanding the requirements of the client and providing customized services. Recognized for outstanding organizational skills, creativity, artistic display, public relations management and an ability to consistently exceed guest expectation. Proficient in handling client queries & troubleshooting complaints and issues, optimizing resource utilization for maximum service quality. Excellent relationship building and negotiation skills. Distinction of establishing optimum relationship with team members to create harmonized environment. Strong analytical abilities and an eye for detail combined with skills to plan and implement novel ideas. Highlights
Well-versed in Opera, Fidelio, MS Outlook, MS Office. Accomplishments
Achieved #2 in TripAdvisor ranking among 690 luxury hotels in Dubai within one month of the hotel opening at FIVE Jumeirah Village.
Successful opening of Hotel FIVE Jumeirah Village, one of the iconic hotels in Dubai with a unique award winning architectural design.
Received “Winning Ways Departmental Leader of First Half 2017” at Holiday Inn Cochin.
Achieved “100%” in Rewards Club Members Loyalty Recognition in the history of Holiday Inn Cochin.
Received "Special Jury Award" 2012-2013 at The Leela Kovalam, Trivandrum.
Received "Executive Of the Year Award” 2011-2012 at The Leela Kovalam, Trivandrum.
Received personalized appreciation from Mr. Veer Vijay Singh (Chief Operating Officer for Taj Group of Hotels).
Received “Best Employee Award” 2007 at Vivanta By Taj Kovalam, Trivandrum.
Received “Best Empowerment TABE Award” 2006-2007 (from Chief Operating Officer, Taj Group of Hotels) at Vivanta By Taj Kovalam,Trivandrum .
Have received various appreciations for great performances.
Have raised the “Trip advisor” ranking from 8 to 4 in February 2016 for The Leela Kovalam.
Have raised the Renard Audit scores by 10% as compared with previous year for The Leela Kovalam Trivandrum.
Have raised the Richey Audit Scores by 20% as compared to previous year for Vivanta By Taj Kovalam
Have raised the GSTS CCR scores by 20% and Over All scores by 10% as compared to the previous year for Vivanta by Taj Kovalam.
Have raised the Employee Satisfaction score by 20% as compared to the previous year for Vivanta by Taj Kovalam.
Have brought notable changes in the Front Office Operations for the hotels. Experience
Front Office Manager –Hotel & Apartments (Pre – opening) 06/2019 –Present Five Jumeirah Village Circle Dubai, UAE
Lead and direct a team of 40 including 5 Managers in a 501 keys hotel and hotel apartments property.
Manage day to day operations and departmental productivity.
Manage the inventory and monitor the rates to maximize revenue per available room.
Monitor social media reviews and feedbacks, trends in TripAdvisor, Booking.com, Expedia, etc. to understand the customer expectation and satisfaction.
Training and tracking team performance.
Analyze guest complaints, expedite solutions and recovery.
Maintain and monitor guest database for future business prospects.
Conduct interviews, hiring and training new employees. Oversee department scheduling.
Conduct monthly meetings with direct reports to hold them accountable.
Create and implement new departmental policies and procedures that ensure excellent customer service and safe working environment for all staff.
Network and negotiate with the local business vendors for a profitable mutual business relationship.
Assistant Front Office Manager 10 /2017 – 05/2019
FIVE Palm Jumeirah Dubai, UAE
Assist the Front Office Manager for a smooth departmental operation.
Assign specific duties and responsibilities to Front Office Staff to efficiently operate a 470 rooms luxury lifestyle hotel.
Custodian of departmental SOPs and KPIs.
Monitoring trends in reservations, customer concerns, etc.
Training and tracking team performance.
Coordinate activities with other departments in order to increase level of communication and guest satisfaction.
Maintain employee scheduling, leave plans and payroll.
Introduce and implement cost effective measures. Front Office Manager 01/2017 – 10/2017
Holiday Inn Cochin an IHG® Hotel Cochin, Kerala, India
Lead a team of 17 including 3 Managers of a 211 keys Business Hotel.
Training and tracking team performance.
Tracking of guest satisfaction.
Analyzing guest complaints, resolution by why-why analysis Front Office Manager 01/2016 –12/2016
The Leela Kovalam Trivandrum, Kerala, India
Lead and direct a team of 20 including 4 managers of a 183 keys five star resort.
Lead the reservations team and handling daily reservation tasks.
Monitor inventory and rates to optimize highest ADR and maximum occupancy.
Handle inventory for groups and events including weddings and social gatherings.
Training and tracking team performance. Drive optimum productivity.
Tracking of guest satisfaction, monitoring trends and implement new policies and procedures for excellent customer experience.
Analyzing guest complaints, resolution by why-why analysis. Assistant Front Office Manager 11/2013 to 12/2015
The Leela Kovalam Trivandrum, Kerala, India
Lead the entire Front Office operations in the absence of FOM.
Lead and manage the reservations department in the absence of Reservations Manager.
Training and tracking team performance.
Tracking of guest satisfaction.
Analyzing guest complaints, resolution by why-why analysis.
Maximize GDS revenue and maintain on-line competitiveness through channel marketing.
Rate configuration.
Duty Manager 11/2010 to 12/2013
The Leela Kovalam Trivandrum, Kerala, India
In Charge of Front Office Operations and Reservations, Flagging all VIP movements to ensure all guests receive prompt and personal recognition.
Managing the gamut of tasks entailing Front Desk, Cashiering, Reservations, Concierge and Bell Desk Operations.
Preparing Reports - Productivity, Blocks, Guest information Sheet, Email capture, Creation Report, Daily Business Report.
Night Auditing.
Preparing progress / performance reports & ensuring timely submission to the management.
Handling various operations as per the department's standard operating procedures. Managing all aspects of service management involving ambiance management.
Liaising with different bodies for Group, Crew and VIP movement.
Overseeing all facilities, like transport, general information are arranged promptly as and when requested by the guests.
Client Servicing Escalating customer satisfaction by achieving delivery of service quality norms.
Ensuring speedy resolution of guest queries / grievances to maximize satisfaction matrices.
Maintaining excellent relations with guests to generate avenues for additional business & to achieve greater customer delight.
Interacting with in-house and potential guests to understand their requirements and customizing the product and services accordingly.
Informing the Guest about the feedback cycle in the company.
Assuring every guest of planning about their next visit to the present destination within the verge of their present stay.
Duty Manager 03/2008 to 11/2010
Vivanta By Taj Kovalam Trivandrum, Kerala, India
Managing Front Office Operations & all Administrative aspects.
Managing the Internet on Fast Trust and Hotel Direct reservations.
Rate Management, Inventory management, Meeting and dealing with potential clients for Business Development.
Enhancing revenue with miscellaneous sales and upselling.
Manage and guiding the Front Office Team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
Managing all operational documents & records as per organizational requirements.
Negotiating and Managing contract with Travel agencies and event holders.
Personnel Management and staff related issues.
Training & Monitoring Guest Feedback scores and related issues.
Monitor Richey & Shawman Audit.
Monitor internal audit compliances.
Monitor Front Office Personnel to enhance guest experience overall, cordial attention and personal recognition.
Manage Front Office, and particularly Guest relations to ensure priority members known repeat guests and other VIPs receive special attention and recognition.
Handle credit policies and procedures and liaise closely with Finance department to ensure that credit procedures are properly carried out.
Meeting with all guests at the time of check in & check out to ensure close liaison with all the guests.
Coordinate with the top management team to upgrade areas and employees.
Manage the departmental expenses.
Work with the Human Resource Manager to ensure top departmental performance.
Tracking staff productivity.
Planning recreations for staffs.
Have also been working as the recreations manager for the hotel
Ensure regular staff feedback and interactions to ensure highest staff motivation level. Front Office Assistant 03/2006 to 03/2008
Vivanta By Taj Kovalam Trivandrum, Kerala, India
Handling various aspects of Front Office operations like: Night Auditing, Reservations, Reception, Cashiering, Bell Desk & Concierge.
Education
Post Graduate Diploma: HOTEL MANAGEMENT by KITCO IITM 2006 INSTITUTE OF HOTEL MANAGEMENT & STUDIES, Kowdiar. Trivandrum, Kerala, India Bsc: Mathematics 2004
St. JOHNS COLLEGE Anchal, Kollam, Kerala, India
Certifications
Leadership.
Certified Taj Departmental Trainer.
First Aid.
“B“Certificate holder in National Cadet Corps.
Languages
English
Hindi
Malayalam
Tamil.
Interest
Cooking
Playing Cricket
Playing Volley Ball
Listening Music
Travelling.
Personal Information
Father’s Name : Mr. Varghese Thomas
Date of Birth : 30th May, 1984
Marital Status : Married.
Additional Information
Passport No : N6232568
Place of Issue : Trivandrum, Kerala, India
Date of Issue : 28/01/2016
Date of Expiry : 27/01/2026
UAE Driving License : 3857145
Skills
Smart Selling.
References
References shall be updated on request.
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