Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
References
Timeline
Generic
Angad Grewal

Angad Grewal

Hospitality & Hotelier
Ludhiana

Summary

Resourceful and adaptable Assistant Front Office Manager with 13 years' experience in the Hospitality Industry including 9 years' of success in roles like Service Management, Customer Service, Front Office Management. Highly personable individual with a confident and sociable manner who has excellent verbal and written communication skills and a demonstrated ability to function effectively as a team player, as well as on my own initiative.

Overview

10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages

Work History

Front Office Manager

Le Meridien Hotel ATQMD
07.2022 - Current
  • Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
  • Implemented staff training programs, improving employee performance and team cohesion.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Managed daily room inventory to maximize occupancy rates and revenue generation.
  • Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
  • Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
  • Delivered performance reviews, recommending additional training or advancements.
  • Monitored customer service trends and provided insights to management team for further improvement.
  • Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.

ASSISTANT FRONT OFFICE MANAGER

JAIPUR MARRIOTT HOTEL (JAIMC)
09.2021 - 07.2022
  • Ensured all hotel staff, including new hires, know all components of guest services and are trained to meet standards
  • Worked with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists
  • Managed human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force
  • Personally demonstrated a commitment to guest services in responding promptly to guest needs.

FRONT DESK MANAGER

JAIPUR MARRIOTT HOTEL (JAIMC)
10.2018 - 09.2021
  • Ensuring a constant P and highest Elite check-in score (APEC) 2019
  • Prepare front office schedule and ensure compliance to it and get it approve by Front office Manager
  • Maintain records of all data and forecasts arrival and departure of guests on an everyday basis and ensure an effective night team to ensure smooth operations
  • Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas
  • Managed the department (Acting HOD) for more than 5 months from November 2019 - March-2020.

DUTY MANAGER

THE WESTIN SOHNA RESORT & SPA
04.2017 - 10.2018
  • Managed the team of Assistant Manager and Team Leaders working for the front office department
  • Reported to the General Manager / Front Office Manager and liasoned with other members of the leadership team
  • Created, ensured that policies, SOPs, and brand standards are communicated and adhered by all team members through continuous training and progressive corrective action
  • Played a significant role in long-term planning, including an initiative geared toward the operational excellence (Manpower Planning & Recruitment)
  • Remained Active Member of Sustainability & Best Practices Committee - an effort towards continuous improvement to implement best practices
  • Also member of 'Take Care Committee' of the hotel.

ASSISTANT MANAGER (WES)

THE WESTIN SOHNA RESORT & SPA
01.2016 - 04.2017
  • Identified elite guest arrivals and assigned appropriate VIP Level, updated alerts for VIP guests 'Self to be called upon Welcome/Farewell'
  • Maintained a SPG Preference excel sheet format with detailed information of the reason of met/unmet SPG guest preference along with updating the same in MAR
  • Greeted 25% of the Welcome & Farewell guests, took their feedback and shared the same with the team
  • Reviewed Service Recovery Logs from previous night, acted accordingly by meeting the guests, and communicated to GM/FOM/DM if any personal call is required
  • Monitored CCC requests, followed by assigning them to concerned departments along with keeping a track that CCC are closed on the given time span.

TEAM LEADER FRONT DESK / CONCIERGE

THE WESTIN SOHNA RESORT & SPA
01.2014 - 12.2015
  • Managed the team of Assistant Manager and Team Leaders working for the front office department
  • Reported to the General Manager / Front Office Manager and liasoned with other members of the leadership team
  • Created, ensured that policies, SOPs, and brand standards are communicated and adhered by all team members through continuous training and progressive corrective action
  • Played a significant role in long-term planning, including an initiative geared toward the operational excellence (Manpower Planning & Recruitment)
  • Remained Active Member of Sustainability & Best Practices Committee - an effort towards continuous improvement to implement best practices
  • Also member of 'Take Care Committee' of the hotel.

Education

Bachelors of Arts (BA) - Hospitality Management

University of West London
London
09.2008 - 05.2010

Diploma - International Hospitality Management

International Institute of Hotel Management
09.2006 - 05.2008

Skills

  • Hospitality Management

  • Operations Management

  • Customer Satisfaction

  • Rooms Division

  • Hotel Management

  • Property Management Systems

  • Revenue Analysis

  • Record Keeping

  • Training & Management

  • Problem Solving

  • Team Leadership

  • Supervision & Mentorship

  • Organizational Development

  • Result & Goal Oriented

  • Opera (5003)

  • Microsoft Office

  • Documentation and control

  • Customer Service

  • Team Management

  • Issue handling

  • Administrative Support

  • Proposal Writing

  • Policy and procedure modification

  • Revenue management

  • Workflow Planning

  • Database Administration

Websites

Certification

Certified Departmental Trainer (CDT), certified by The Starwood Cares Leadership University (SCLU)

Accomplishments

  • Awarded Ambassador for Global Personalization at Starwood in 2013
  • Nominated for Starwood RVP Awards 2015
  • Successfully completed Starwood Careers Program 2014/2015(AM Track) and successfully completed 2018 Management Track
  • Rising Star Leader of Year 2019 (Jaipur Marriott)
  • Received Appreciation email from a regular Guest to Mr. Arne Sorenson

References

  • Mr. Rahul Maini, General Manager, Sheraton Columbo
  • Mr. KP Singh General Manager Le Meridien Amritsar

Timeline

Front Office Manager

Le Meridien Hotel ATQMD
07.2022 - Current

ASSISTANT FRONT OFFICE MANAGER

JAIPUR MARRIOTT HOTEL (JAIMC)
09.2021 - 07.2022

FRONT DESK MANAGER

JAIPUR MARRIOTT HOTEL (JAIMC)
10.2018 - 09.2021

DUTY MANAGER

THE WESTIN SOHNA RESORT & SPA
04.2017 - 10.2018

ASSISTANT MANAGER (WES)

THE WESTIN SOHNA RESORT & SPA
01.2016 - 04.2017

TEAM LEADER FRONT DESK / CONCIERGE

THE WESTIN SOHNA RESORT & SPA
01.2014 - 12.2015

Bachelors of Arts (BA) - Hospitality Management

University of West London
09.2008 - 05.2010

Diploma - International Hospitality Management

International Institute of Hotel Management
09.2006 - 05.2008

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Angad GrewalHospitality & Hotelier