SAP, Opera, CRS, WINHMS
Akash Roy
Duty Manager
Summary
Quality-driven duty manager versed in task delegation and workflow coordination, promoting efficient and high-quality operations. Diplomatic and engaging with skill in handling challenging requests with friendly and knowledgeable support. Adept at managing client conflicts and enhancing departmental efficiency and quality standards.
Overview
7
7
years of professional experience
1
1
Language
Work History
Duty Manager
Country Inn & Suites by Radisson
NAVI MUMBAI
02.2023 - Current
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Duty Manager
Anchaviyo resort
Mumbai
06.2022 - 02.2023
- Responded to over 50 customer concerns daily by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained 15 new employees in essential job functions.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled employee-related issues to improve performance, professional conduct and attendance reliability.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Front Office Executive
Bloom group of Hotels
Mumbai
03.2021 - 06.2022
- Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
- Updated reports, managed accounts and generated reports for company database.
- Scheduled meetings, coordinated with invitees and organized logistics, technology and refreshments for executive management and customers.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Senior Guest Service Associate
The Lalit group of hotels
New delhi
02.2020 - 11.2020
- Received and distributed incoming mail to hotel departments and guests and handled outgoing mail.
- Built long-term relationships with guests to guarantee return.
- Managed and double-checked current and projected occupancy statistics.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Handled end-of-day reports, drawer balance and night audit.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Guest Service Associate
Mahindra group of hotels
Dwarka, Gujarat
10.2018 - 01.2020
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
- Contacted 20 previous guests and potential visitors daily via email with information on events and hotel to build clientele base.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
Student Intern
Marriott Group of hotels
Bhopal
10.2016 - 04.2017
- Sorted, organized and maintained files.
- Collaborated with team to optimize workflow and achieve objectives.
- Analyzed problems and worked with teams to develop solutions.
- Researched and reviewed information in support of daily objectives.
- Liaised with approximately 30 clients daily to assess needs and responded to inquiries.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Education
Bachelor of Hospitality & Service Management - Hospitality Administration And Management
Advanced Information & Management Studies
Durgapur, West Bengal 07.2015 - 06.2018
Higher Secondary - Science Education
Bengal Institute of Technology
Katwa, West Bengal 07.2013 - 06.2015
Secondary - General Studies
Amgoria Gopalpur RGM High School
Katwa, West Bengal 07.2000 - 06.2013
Skills
Customer service understanding
Operational Oversight
Staff Management
New employee training
Service management
Business Development
Sales and marketing
Staff scheduling
Employee Development
Accomplishments
- Received "Associate of the year" award from Mahindra group of hotels
- Achieved "Best client handling" award from Mahindra group of hotels
Software
Timeline
Duty Manager
Country Inn & Suites by Radisson
02.2023 - Current
Duty Manager
Anchaviyo resort
06.2022 - 02.2023
Front Office Executive
Bloom group of Hotels
03.2021 - 06.2022
Senior Guest Service Associate
The Lalit group of hotels
02.2020 - 11.2020
Guest Service Associate
Mahindra group of hotels
10.2018 - 01.2020
Student Intern
Marriott Group of hotels
10.2016 - 04.2017
Bachelor of Hospitality & Service Management - Hospitality Administration And Management
Advanced Information & Management Studies
07.2015 - 06.2018
Higher Secondary - Science Education
Bengal Institute of Technology
07.2013 - 06.2015
Secondary - General Studies
Amgoria Gopalpur RGM High School
07.2000 - 06.2013