Front Office Manager

VIKAS BASANT DASH

Mobile: 099******** ~ E-Mail: **********@*****.***

Senior level assignments in Hotel Operations & Management and Front Office with an organization of high repute

SUMMARY

Seasoned Professional with over 16 years of experience in Hotel Operations and Front Office Management. Expertise in Employee Satisfaction, Guest Experience, Housekeeping Operations, Loss Prevention and Systems & Standard Operation Procedures. Proficient at guest relations and resolving customer service issues as quickly as possible. Skilled in anticipating needs as much as possible to minimize guest complaints and inconveniences. Hands on experience in managing the entire gamut of operations and functions related to Front Office, Back Office and Reservations/Revenue in Hospitality Industry.

Efficient in planning & organizing accommodation, catering and other hotel services, promoting and marketing the business and managing budgets and financial plans as well as controlling expenditure along with maintaining statistical and financial records. Having expertise in building relations, customer service and proven abilities in achieving optimum level of customer satisfaction/retention. Excellent relationship management and negotiation skills with deftness in swiftly ramping up hotel operations.

CORE COMPETENCIES

Directing & controlling the activities of the Front Office Operations, Housekeeping and Guest Activities to ensure adherence to the hotel policies & procedures

Establishing & maintaining close working relationships with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service

Making suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing cost

Developing relationships with clients, return guests, group contacts etc. to provide maximum personalized guest service

Monitoring & analyzing the payroll for rooms division to ensure maximum effectiveness towards guests services while realizing full profit potential

Leading, mentoring & monitoring the performance of team members to ensure efficiency in hotel operations

ORGANIZATIONAL EXPERIENCE

Since March'15 with Hotel Ramada Navimumbai by Wyndham as a Asst.Front Office Manager.

(joined as Duty Manager and promoted to Asst.FOM)

Sep’12 March'15 Hotel Satkar Residency, Thane as Duty Manager – Front Office

(Joined as Duty Manager and promoted to HOD in Mar’14 in Pre-opening property Hotel Satkar Grande)

Oct’11 – Sep’12 with Hotel Kohinoor Elite, Mumbai as Duty Manager

Apr’10 – Sep’11 with Hotel Satkar Residency, Thane as Duty Manager

Jan’04 – Mar’10 with Hotel Hiltop, Mumbai as Senior Sales & Marketing Executive

(Joined as Front Office Executive and promoted to Senior Sales & Marketing Executive in Apr’09)

Key Result Areas:

Managing & monitoring activities of all employees in the front office department ensuring that they adhere to the standards of excellence and to the guidelines set in the hotel policies & procedures

Attending to guest concern and complaints; undertaking steps to effectively resolve them

Building & maintaining cordial business relation with major corporate clients and travel agents ensuring customer satisfaction by delivering quality service

Developing & implementing processes & procedures for assigned departments which support achievement of service and financial goals

Planning & coordinating hotel activities by working closely with Sales, Catering, Housekeeping and other departments

Checking accommodations, making sure any special requests are met accordingly, greeting guests upon arrival and ensuring escort to accommodations

Keeping up to date with current promotions and hotel pricing to provide information to guests, on request, while maximizing bedroom sales opportunities

Maintaining the administration of all reservations, cancellations and no-shows, in line with company policy

Setting front office budget, monitoring profit & loss and cash handling throughout the year

Providing ideas & suggestions for new products, services, technology and processes to ensure the hotel's competitive position in anticipation of changing customer needs within the dynamic hospitality and gaming environment

Ensuring that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards

Holding monthly department meetings keeping staff informed of all activities in the hotel, reinforcing standards of excellence and promoting a healthy team atmosphere and culture

Achievements:

Ramped up average occupancy rate by Selling Higher category room, Best Available Rates (BAR),Constantly following with companies for new booking.

Received employee of the month in Satkar Grande.

Received employee of the month in Ramada NaviMumbai.

Received the Appreciation letter Award in recognition on the contribution to get Star Rating for Newly opened Hotel (Hotel Kohinoor Elite)

Several times achieved Revenue target for front office Department

EDUCATION

B.Com. from R. K. T College Of Arts, Commerce & Science, Ulhasnagar, Mumbai University in 2001

XII from R. K. T College Of Arts, Commerce & Science, Ulhasnagar, Mumbai Board in 1998

X from Century Rayon High School, Ulhasnagar, Mumbai Board in 1996

IT SKILLS

Well versed with IDS and Amadeaus

Conversant with Windows, MS Office (Word, Excel) and Internet Applications

PERSONAL DETAILS

Permanent Address: Sai Krupa Complex, Flat No. 102, 1st Floor, ‘B’ Wing, MIDC Road, Mharal, Kalyan, Dist: Thane, Maharashtra, India Pin - 421 301

Languages Known: English, Hindi, Marathi and Oriya

Passport Details: Passport no.M3424986 Expiry Date: 10/11/2024

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