Front Office Manager

Ishwar G Naik

HNo ***/E

New Waddo Sirsaim Thivim bardez Goa

Mob: 992-***-****

Email ID: **************@*****.***

Career Objective

To seek an opportunity in service industry, learn more & new exciting things, utilize my skills & experience in a growing & reputed organization with a view to achieve higher growth in my career & contribute in the development of the organization by hard work & sincerity.

Employment Details

Worked as Cluster Manager with WOW MOMOS from 13th May 2019 till 31st Oct 2019

Worked as Duty Manager with Golden tulip from From 1st April 2015 till 5th May 2019

Worked as Front Office Executive in Golden tulip from 21st Jan 2013 till 1st April 2015

Worked as Front Office Associate in Citrus hotel Calangute from 25th Sep 2009 till 20 Jan 2013

Job Details

Worked on IDS & Protel PMS software

Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.

Assists in VIP’s arrival departure in absence of guest relation officers.

Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.

Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.

Assists in sending guest messages or faxes.

Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows

Prepares and checks for VIP’s arrival and escorts guests to rooms.

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

Approves the working schedule for the front office attendants and submits them to front office manager.

Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.

Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Supervise daily shift process ensuring all team members adhere to standard operating procedures.

Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Adhere to company credit limit / floor limit policies.

Allocate rooms to expected arrivals after checking the guests preferences and special requests.

Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.

Cross Check all billing instructions are correctly updated

Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Performs other duties as assigned, requested or deemed necessary by management.

Ensure Front office log book and hotel log book is always updated and actioned upon.

Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.

Participate in hotel committees and task force assignments.

Assist all departments in servicing the guests during high volume periods.

Takes responsibility in the absence of /Front office manager

Register guests and assigns rooms. Accommodates special requests whenever possible.

Assists in pre-registration and blocking of rooms for reservations.

Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.

Understands room status and room status tracking.

Knows room locations, types of rooms available, and room rates.

Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.

Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.

Knows the location and types of available rooms as well as the activities and services of the property.

Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.

Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.

Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.

Knows how to use front office equipment.

Process guest check-outs.

Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,

Follows procedures for issuing and closing safe deposit boxes used by guests.

Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.

Uses proper telephone etiquette.

Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc.

Uses proper mail, package, and message handling procedures and record details in the courier Mail Register.

Advise guest of any messages, mail, faxes, etc. received for them.

Inform guest of the room safe and mini-bar key and room key procedures.

Issue parking passes/validate valet parking tickets.

Communicate services and amenities of the hotel to guests.

Obtain proper identification for tax-exempt guests and attach the form to registration card.

Direct Bell Person to escort guest and transport their luggage to the room.

Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.

Attends department meetings.

Reports any unusual occurrences or requests to the manager or assistant manager.

Knows all safety and emergency procedures, is aware of accident prevention policies.

Maintains the cleanliness and neatness of the front desk area.

Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

Advice guest of any messages, mail, faxes, etc. received for them.

Education

SSC St Ann’s High School passes in March 2005

HSSC Arts from DMC Passes in April 2007

Personal Information

Date of Birth : 07 Sep 1989

Nationality : Indian

Marital Status : Married

Languages known : English, Hindi Marathi & Konkani.

Declaration

The information given above is true to the best of my knowledge and I will be Responsible for any false information.

(Ishwar G Naik)

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