AMAN KALRA
Lucknow
Summary
Dynamic leader with a proven track record at HYATT REGENCY, adept in team management and exceptional customer support. Elevated guest satisfaction to 95% through strategic planning and effective communication. Skilled in decision-making and fostering a collaborative environment, demonstrating a blend of hardworking ethos and leadership prowess.
Overview
16
16
years of professional experience
Work History
Assistant Front Office Manager
HYATT PLACE GOA
GOA
01.2024 - Current
- Lead the front office operations at the hotel.
Responsible for the administration, customer service, operational, and financial aspects of the Front Office department. - Maximize room sales and revenues for the hotel through appropriate yield management, upselling, and inventory management initiatives.
- Respond to all guest requests, complaints, and reservations in an attentive and courteous manner. Follow up to ensure guests' satisfaction levels.
Assisting in creating the Annual Business Plan for the Front Office. - Work closely with the Hotel Revenue Manager to ensure the maximization of room revenue.
Ensure that an effective communication flow is maintained at all times.
Analyze rate variance, monitor credit, and rebate reports. - Maintaining a professional work relationship and promoting open lines of communication with department heads, colleagues, and associates from other departments.
- Work in tandem with all the major departments of the hotel to ensure positive guest experiences.
- Responsible for handling guest reviews on social media platforms.
- Conduct regular communication meetings in the department to engage with associates, and ensure Front Office targets are met.
- Conduct performance development discussions to support colleagues in their professional goal development.
ASSISTANT MANAGER - FRONT OFFICE
HYATT REGENCY LUCKNOW
Lucknow
08.2021 - 12.2023
- Direct, oversee, and manage daily operations for our organization.
- Led by example, coaching, and developing the team to feel empowered and supported, confident in providing top experiences for guests.
- Supported day-to-day front office operations, leading and inspiring receptionists to create a memorable experience for guests.
- Conducted staff performance evaluations to monitor progress and recommend professional development plan
- Uphold and enforce company policies and procedures, and implement new processes.
- Suggest changes to operating standards to improve the efficiency of work.
- Set departmental goals, and create plans of action for achieving them.
- Work with the HR department to resolve employee issues and complaints.
- Help foster a positive working environment for all workers, and check in regularly to ensure employee satisfaction.
- Complete daily operational tasks on time.
- Perform general office duties as needed (sending/answering emails, making phone calls, filing/electronically inputting forms, etc.).
- Build and maintain positive client and customer relationships.
- Set up and attend company meetings as required.
- Train new hires in company processes and procedures.
- Organize and distribute schedules and assignments.
- Maintain open lines of communication between all departments.
- Directed front office operations to produce profitability, control costs, and maintain quality standards to ensure total guest satisfaction.
- Ensured staff is properly trained on systems, security, cash-handling procedures, as well as service and quality standards.
- Handled all guest complaints and their immediate resolution, resulting in a 95% customer satisfaction rate.
- Address all guest complaints and recovery in a fashion that meets the satisfaction of the guest, with minimal compensation.
- Communicate to staff any VIP, select guest, or special needs requests, and follow up on execution.
- Coordinated with the housekeeping and sales departments to prepare for daily VIP arrivals, as well as group registrations.
ASSISTANT MANAGER - FRONT OFFICE
Hyatt Regency Amritsar
Amritsar
12.2019 - 07.2021
- Direct, oversee, and manage daily operations for our organization
- Led by example, coaching and developing the team to feel empowered and supported, confident in providing top experiences for guests
- Supported day-to-day Front Office operations, leading and inspiring receptionists to create a memorable experience for guests
- Conducted staff performance evaluations to monitor progress and recommend professional development plan
- Uphold and enforce company policies and procedures and implement new processes
- Suggest changes to operating standards to improve the efficiency of work
- Set departmental goals and create plans of action for achieving them
- Work with the HR department to resolve employee issues and complaints
- Help foster a positive working environment for all workers and check in regularly to ensure employee satisfaction
- Complete daily operational tasks on time
- Perform general office duties as needed (sending/answering emails, phone calls, filing/electronically inputting forms, etc.)
- Build and maintain positive client and customer relationships
- Set-up and attend company meetings as required
- Train new hires in company processes and procedures
- Organize and distribute schedules and assignments
- Maintain open lines of communication between all departments
- Directed front office operations to produce profitability, control costs and quality standards to ensure total guest satisfaction
- Ensured staff is properly trained on systems, security and cash-handling procedures as well as service and quality standards
- Handled all guest complaints and their immediate resolution, resulting in a 95% customer satisfaction rate
- Address all guest complaints and recovery in a fashion that meets the satisfaction of the guest with minimal compensation
- Communicate to staff any VIP, Select Guest, or special needs or requests and follow up on execution
- Coordinated with housekeeping and sales department to prepare for daily VIP arrivals as well as group registrations
Radisson Blu Hotel MBD
Ludhiana
09.2019 - 12.2019
FRONT OFFICE TEAM LEADER + ACTING DUTY MANAGER
HYATT REGENCY
Ludhiana
09.2017 - 09.2019
- Rent out rooms after consulting the reservation system
- Take care of special requests of guests; pass them on to the concerning departments
- Handling Store requisitions & Inventories
- Ensuring a speedy resolution to any problems that may arise on shift
- Monitoring cleanliness and repair of Lobby, Front Desk, and Back Office areas
- Taking regular print-out of backup reports on a shift to shift basis
- Working closely with Housekeeping for an efficient turnaround of rooms and room status
- Promoting Frequent Guest Program to guests
- Effectively communicated and dispersed all relevant information via shift handover, logbooks, guest history & traces
- Encouraging selling of Hotel outlets and facilities
- Active console handling and telephone Etiquettes
- Handling rooms controlling & inventory
- Ensuring guest satisfaction to the core
- Taking quick action on the smallest of the query raised by the guest
- Making sure of the preferences for each of the guests
- Much focused-on guest interaction & knowing their personal needs
- Promoting Upselling of the room
- Organizing trips locally & outside the city, according to the preferences
- Conduct and ensure the neat appearance of the front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with the front office manager
- Night auditing
GUEST SERVICE OFFICER
HYATT REGENCY
Gurgaon
11.2014 - 09.2017
- Responded promptly and answered/resolved customer inquiries and complaints
- Investigated and resolved service issues and/or product problems
- Welcomed guests upon entry to the hotel, assisted with check-in and check out
- Worked with administration: forwarded requests and unresolved issues to the designated resources by communicating and coordinating with internal departments
- Keep records of customer interactions and actions taken, including- transactions, comments, inquiries, and complaints
- Worked under pressure and managed and resolved guest issues or complaints
- Instrumental in streamlined front desk operations
- Greeted, registered, and assigned rooms, issued room keys to the guests
- Responsible for proper key control and other security measures
- Answered phone calls, booked reservations, responded to E-Mails and electronic reservations
- Keep records of room availability and guest's accounts
- Built a great teamwork relationship with co-workers and management
- Properly handled special requests and requirements of VIPS and guests
- Keep records of occupied rooms and guests' accounts
- Prepared checkout receipts and collecting payments from departing guests
- Collected payment from guests during checking out and made sure they leave the premises safely
Trainee (Front Office)
HYATT REGENCY
Gurgaon
07.2014 - 10.2014
- Developed excellent problem-solving and critical thinking abilities and enhanced written & verbal communication skills
- Learned administrative, supervisory and leadership skills and ensured that excellent guest care standard was maintained
- Built a strong understanding of guest relations and customer service within the hotel industry
- Developed terrific interpersonal and social skills and a strong understanding of all the aspects of hotel management
Trainee
PARK PLAZA
Gurgaon
12.2013 - 01.2014
- Observed the team handling by supervisor and helped the supervisor and assistant manager in serving the guests
- Learned to manage a party or an event in an effective manner
- Explored and learned different administrative activities and even learned how to solve different problems of guests
Assistant Manager
PACK N CHEW RESTAURANT
Lucknow
07.2011 - 01.2013
- Experienced the various sectors of a restaurant and pressurizing working conditions
- Helped in improving skills of management and serving guests
Trainee
THE LALIT INTERCONTINENTAL
New Delhi
06.2009 - 11.2009
- Registered guests and allotted rooms maintained an inventory of reservations, vacancies, and room allotments
- Answered inquiries regarding hotel services, assisted and responded to guests' complaints
- Greeted and escorted guests, took orders, explained menu items & specials, and serving food and beverages
- Answered queries about the hotel services and offered personal attentive treatment
- Co-coordinating with different teams to plan events, parties, etc
- Fulfilled the responsibility of maintaining the hygiene and appearance of the hotel
- Serviced and maintained the guest rooms and replenished stock as and when needed
- Provided service items to guest rooms upon different requests
- Helped in preparation of simple food items like vegetable preparation, salads, cold starters, etc
- Worked according to established health and safety guidelines to keep the kitchen area clean and hygienic
- Keep a check on stock and order for replenishments when needed
Education
PGACOM -
IHM PUSA
01.2014
B.SC. IN H. M. -
IHM LUCKNOW (IGNOU)
01.2011
SENIOR SECONDARY -
CBSE
01.2009
SECONDARY -
ICSE
01.2007
Skills
- Planning and organization
- Good listening skills
- Team management
- Leadership skills
- Decision-making
- Self-motivator
- Hardworking
- Fast learner
- Verbal communication skills
- Friendly nature
- Skilled negotiator
- Diligent
- Courteous
- Ability to work with diverse teams
- Daily shift oversight
- Exceptional customer support
References
- MR. PIYUSH SHARMA, ROOM DIVISION MANAGER, HYATT REGENCY LUCKNOW, +91 7838152248
- MR. DHRUV CHOPRA, EX ASSISTANT GENERAL MANAGER - HYATT PLACE GURGAON, +91 9910865975
- MR. DHIMAN DAS, EX ASSISTANT GENRAL MANAGER- HYATT PLACE GOA, 8220194409
- MR. CAINE SEQUEIRA, ASSISTANT GENERAL MANAGER- HYATT PLACE GOA, +91 9665885905
Training
- THE LALIT INTERCONTINENTAL, New Delhi, Delhi, Trainee, 06/01/09, 11/30/09
- PARK PLAZA, Gurgaon, Haryana, Trainee, 12/09/13, 01/09/14
- HYATT REGENCY, Gurgaon, Haryana, Trainee (Front Office), 07/01/14, 10/31/14
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
- Hindi
- English
- Punjabi
Highlightsofcareerpath
- Achieved the highest upsell target INR 7 lakh since Hyatt Lucknow opened with 5.32% conversation rate and 3.09% Rev Par Impact
- 2023 ESR YTD GOAL 30% // ACHIEVED 31%
- 2023 ECS YTD GOAL 70% // ACHIEVED 78.2%
- Awarded as Highest Up seller of Month thrice in a year in Hyatt Regency Gurgaon
- Awarded as Hyatt Gold Star in Hyatt Regency Ludhiana
- Awarded MANAGER OF YEAR - 2020 in Hyatt Regency Amritsar
- Certification of Appreciation for the support staff post COVID-19 tenure
Personal Information
- Father's Name: Mr. R. K. Kalra
- Mother's Name: Mrs. Gulshan Kalra
- Date of Birth: 10/11/89
- Nationality: Indian
Timeline
Assistant Front Office Manager
HYATT PLACE GOA
01.2024 - Current
ASSISTANT MANAGER - FRONT OFFICE
HYATT REGENCY LUCKNOW
08.2021 - 12.2023
ASSISTANT MANAGER - FRONT OFFICE
Hyatt Regency Amritsar
12.2019 - 07.2021
Radisson Blu Hotel MBD
09.2019 - 12.2019
FRONT OFFICE TEAM LEADER + ACTING DUTY MANAGER
HYATT REGENCY
09.2017 - 09.2019
GUEST SERVICE OFFICER
HYATT REGENCY
11.2014 - 09.2017
Trainee (Front Office)
HYATT REGENCY
07.2014 - 10.2014
Trainee
PARK PLAZA
12.2013 - 01.2014
Assistant Manager
PACK N CHEW RESTAURANT
07.2011 - 01.2013
Trainee
THE LALIT INTERCONTINENTAL
06.2009 - 11.2009
PGACOM -
IHM PUSA
B.SC. IN H. M. -
IHM LUCKNOW (IGNOU)
SENIOR SECONDARY -
CBSE
SECONDARY -
ICSE
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