Oversaw the Front Office function to ensure that the employees deliver the brand promise and provideexceptional guest service at all times• Provided superior training to team members on hotel’s product and services, promotional offers, policiesand the other important information• Looked after overall matters pertaining to check-in and check-out of customers and rendered all servicesrelated to reservations• Formulated & implemented strategic plans to enhance service quality standards & placed strict measuresin customer care procedures to maximize guest satisfaction & retention• Checked the rooms prior to the arrival and ensured that all guest preferences have been met; reportedmaintenance defects and followed up with service teams for immediate repairs• Monitored the activities of housekeeping staff, trained them on effective customer care, providedmotivation and guidance whenever necessary• Planned the weekly roster and work schedules and ensured that the place of work is adequately staffed tohandle the level of business• Ensured that rooms are checked regularly for repairs and refurbishing and that appropriatemaintenance is completed• Reviewed the guest comment card, guest satisfaction results to identify areas of improvement andimplemented appropriate measuresAchievements• Awarded ‘Best Employee of the Year', and ‘Best Customer Service Champion’ Award

Handled cash counter, prepared reports with details of cash / card transaction and reported to higherofficials on a daily basis• Monitored, anticipated and reacted positively to guest needs consistently to ensure maximum guestsatisfaction• Interacted with customers to understand their needs and allotted rooms based on their preference• Collected photocopy of address proof from customers, maintained photocopy of passport and C form offoreign travelers• Deployed housekeeping assistants in various shifts, allocated tasks & responsibilities and monitoredtheir performance

Interacted with the clients on the desk, attended tele-calls and involved in cashiering• Obtained the occupancy need from the customers and allotted rooms according to their desire• Checked the rooms prior to the arrival and ensured that all guest preferences have been followed up• Exhibited professional customer service, as per the service standards of the organization and wonsatisfaction from the customers• Reviewed the guest comment card, guest satisfaction results to identify areas of improvement andimplementing appropriate measures