• During my tenure at Best Western Dalhousie has achieved its highest-ever revenue since opening in May, June, July, September, November and December months, We have achieved highest ever Trip Advisor ranking (3 out of 54Hotels in the City) Highest ever Google rating (4.9 out of 5) Highest ever Medallia-NPS 78% Highest compared with International Benchmark of 58% & Pan India average. • Go through the daily reports, Conducting operation Meetings for the day to day operations, Hotel rounds, Sales actions plan for the year to maximize revenue growth. • Developed and implemented procedures, control systems for maintaining quality & hygiene standards for streamlining processes and generating cost savings in day to day operations.• Organizing a healthy & fruitful coordination’s between ownership and management to fulfil the overall revenue goals.• Conducted regular training programs for existing staff in the areas of "WOW" Customer Service and Operations also Identifying backups within the team. • Coordinated with Government Authorities, press, media and travel partners.• Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.• Maintained product and service quality standards by conducting ongoing evaluations and investigating complaints and initiates corrective action.• Implementations of right strategies to increase the sales volume, achieving maximum customer satisfaction and online social media management with overall reputations of the hotel through society welfare. • Reporting’s on successes to the top management & ownership and Performed improvements on the areas where necessary.

Took care of Pre-opening and entire Setups. Go through the daily reports Meeting Guests Hotel rounds Sales actions plan for a year Obtaining license and renewaTaking morning meeting concise & shortVisiting company and corporate once in a weekKeeping eyes on competitors & implementing revenue strategy according to maximize revenue. Checking log book & hot log Weekly staff meeting & grievance sessions Equipping team with knowledge and skills. Compiling and sending incident reports to corporate. Monthly credit committee meeting Review allowance summary monthly Maintain the cost under the level decided by the management Making unit budget & expenses Review HLP & Water cost

To ensure a smooth Front Office operation in providing the highest level of comfort & hospitality to guests as per international standards, thereby maximizing organizational profitability & guest satisfaction in an atmosphere of high employee morale.Responsible for optimizing the sales or room inventory to achieve organizational profitability Develop relations with peers in competing hotels.Personally conducts training. Ensures career development & succession planning for subordinates.Managing social media reviews & improvement in ranking throughout OTA's & Social media.Grooming staff for next level & Improvement in overall growth in their carrier. Responsible for overall revenue management Online & Offline.Responsible for Managing online inventory on Rezbnext, Goldres, Ice Portal and Le Desk.

Handling 90 Rooms Inventory as a HOD in Competitive Market, Managing Revenue and Channel Manager.Participates in the selection of front office personnel.Extending Yield Management Revenue Management techniques during Low occupancy. Supervises workload during shifts &Evaluates the job performance of each front office employee.Maintains working relationships and communicates with all departments.Resolves guest problems quickly, efficiently, and courteously.Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.Reviews and completes credit limit report & Enforces all cash-handling, check-cashing, and credit policies.Upholds the hotel's commitment to hospitality and Prepare performance reports related to front office.Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report.Monitor high balance guest and take appropriate action.Ensure implementation of all hotel policies and house rules.Prepare revenue and occupancy forecasting.Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.Monitor all V.I.P 's special guests and requests.Review daily front office work and activity reports generated by Night Audit.Review Front office log book and Guest feedback forms on a daily basis.Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking Logs

Working in multicultural environment 200 Keys Luxury Deluxe Resort with the average of 90% occupancy every day. Evaluates the job performance if each front office employee.Maintains working relationships and communicates with all departments.Verifies that accurate room status information is maintained and properly communicated.Resolves guest problems quickly, efficiently, and courteously.Updates group information. Maintains, monitors, and prepares group requirements.Reviews and completes credit limit report.Attending Pre-Arrival meetUpholds the hotel's commitment to hospitality.Prepare performance reports related to front office.Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.Monitor high balance guest and take appropriate action.Ensure implementation of all hotel policies and house rules.Prepare revenue and occupancy forecasting.Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.Review daily front office work and activity reports generated by Night Audit.Review Front office log book and Guest feedback forms on a daily basis.Analysing booking patterns and market trendsMonitoring competitor performanceEffective yield managementInitiating promotions to generate business at key times Forecasting revenue performanceLiaising with the sales teams, reception and the general manager

•Customer Satisfaction (Guest Feedback, Social Media Review).•Financial Performance (Up selling, Room Revenue, Operation Auditing).•Showing Initiative, Problem Solving, Staff Training, Team Leading.•Manages and motivates the Front Office team in order to provide a high standard of service for customers.•Develops high quality relationships with guests throughout their stay. •Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.•Provide high level of customer service and maintain a high profile in the day to day front office operations.•Ensure that personalized service is offered to each and every guest.•Ensures that the pricing policy and internal audit procedures are duly applied. •Supervises the management of debtors, group and individual guest invoicing and cash operations. •Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.•Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.•Prepare monthly and daily revenue report and circulate to all HOD's.•Prepare Room revenue and occupancy forecast take action on rate strategies.•Is involved in recruitment of new team members for front office.•Integrates and trains employees, providing support for skills development.•Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.•Ensures that the workplace remains clean and tidy•Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.•Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REV PAR •Have a good knowledge of all systems and standard operating procedures of front office.

Summary of Skills: Directing and managing a team of Reception and night staff to ensure efficient operations and consistently high quality of service at the front desk. Managing complete room reservation through emails and calls. Minimizing the wash out factor with respect to early departure, No-Show, cancellation Reviews daily arrival list, room availability, forecast and night reports. Prepares such reports as may be required by Management Room blocking, Group Handling, Guest Complains. Building relationship with all OTA Channels / GDS Maintain rate parity all across channels Reviewing the incident reports relating to the department on daily basis, and investigating the matters fully to ensure appropriate follow-up. Gathering and reviewing customer feedback to improve the level of service provided and reporting to senior management on actions taken. Assisting with the recruitment of staff as necessary, and responsibility for staff training and development. Conducting staff performance reviews. Keeping an up to date knowledge of, and ensuring adherence to all relevant health and safety regulations. Maintaining the hotel standards in keeping with the brand image  Co-ordination with the other departments of the hotel such as housekeeping, laundry, food & beverage and kitchen for maximum guest satisfaction Ensuring good relationship management with business and return customers Exclusive attention towards preferred customers for increased repeat business  Handling OTA Queries and Managing Channel Manager

Summary skill: Successfully managing front desk operations –reservations, room checks -ins, billing etc. Making daily reports Like Flash, Room rate analysis, etc. Ensuring proper staff management as per the allocated budget Ensuring all procedures and brand standards are followed as per company requirements Ensuring highest level of guest satisfaction at all times - anticipating and fulfilling guests’ requirements as well as handling enquiries and complaints Managing smooth Reservations check ins and check outs of group and FITs Leading the team with a focus on customer service and profitability Motivating and maintaining healthy team spirit

Summary SkillHandling of Front office  Directing and managing a team of Reception and night staff to ensure efficient operations and consistently high quality of service at the front desk. Room blocking, Group Handling, Guest Complains. Reviewing the incident reports relating to the department on daily basis, and investigating the matters fully to ensure appropriate follow-up. Gathering and reviewing customer feedback to improve the level of service provided and reporting to senior management on actions taken. Assisting with the recruitment of staff as necessary, and responsibility for staff training and development. Conducting staff performance reviews. Keeping an up to date knowledge of, and ensuring adherence to all relevant health and safety regulations. Maintaining the hotel standards in keeping with the brand image  Co-ordination with the other departments of the hotel such as housekeeping, laundry, food & beverage and kitchen for maximum guest satisfaction Ensuring good relationship management with business and return customers Exclusive attention towards preferred customers for increased repeat business

Did Carrier Initiation 4 Months Industrial Training in all core department. Part of Pre-Opening TeamWorking under a core teamHandling reservation queries and maintain booking chart for the dayGroup c/in and Individual c/in procedure Maintain excellent relations with Client Handling Day to Day Front Office Operations