Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Bartender
Akash Roy

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 - 2018.06

Higher Secondary - Science Education

Bengal Institute of Technology
Katwa, West Bengal
07.2013 - 2015.06

Secondary - General Studies

Amgoria Gopalpur RGM High School
Katwa, West Bengal
07.2000 - 2013.06

Skills

    Customer service understanding

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Accomplishments

  • Received "Associate of the year" award from Mahindra group of hotels
  • Achieved "Best client handling" award from Mahindra group of hotels

Software

SAP, Opera, CRS, WINHMS

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 - 2018.06

Higher Secondary - Science Education

Bengal Institute of Technology
07.2013 - 2015.06

Secondary - General Studies

Amgoria Gopalpur RGM High School
07.2000 - 2013.06

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Akash RoyDuty Manager