Arohan Barman Roy
Madikeri
Summary
A professional having an experience of 9 years in Front Office Operations and the operations of Room Division and Act as Duty Manager and take care of the Shift and related Responsibilities as and when required Hospitality professional with focus on managing front office operations, ensuring guest satisfaction, and leading team to deliver exceptional service. Adept at handling reservations, resolving guest issues, and coordinating with other departments to streamline processes and improve efficiency.
Overview
4
4
Languages
13
13
years of professional experience
Work History
Assistant Front Office Manager
Aura Suites
Dar Es Salaam Tanzania, Tanzania
02.2026 - Current
- Delivered excellent revenue growth opportunities through upselling, incentive promotion and loyalty scheme recruitment.
- Communicated effectively with other hotel departments to ensure consistent service levels throughout guest stays.
- Resolved complaints quickly and calmly, seeking positive solutions for optimised guest satisfaction.
- Trained new staff on hotel policies, customer service protocols, and software systems.
- Monitored staff performance levels, providing additional training as needed to aid personal and team development.
- Distributed progress reports for improved business planning.
- Updated and maintained the front office manual, ensuring all procedures were accurately documented.
- Conducted regular staff meetings to discuss updates, operational challenges, and performance.
- Oversaw booking reservations via telephone, email, and in-person, maximising occupancy rates.
- Maintained accurate records of guest registrations, bookings, and financial transactions.
- Maintained spotlessly clean front-of-house areas, creating positive first impressions in line with premium brand values.
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
Duty Manager
Elllaa Hotel Hyderabad
Hyderabad, India
09.2024 - 03.2025
- Greets the VIP guests of the hotel. As directed by the Front Office Manager, Performs special services for VIP Guests.
- Assists in VIP’s arrival and departure in the absence of guest relation officers.
- Checks cleanliness of lobby and public areas, lights, and as well as front office staff in proper and orderly appearance and behaviour.
- Checks on registration cards of arriving guests and ensures all information should be filled on each card.
- Gives the instructions to the Night reception, during the high occupancy periods, regarding walk-in guests and release rooms blocked because of no-shows
- Prepares and checks for VIP’s arrival and escorts guests to rooms.
- Coordinates with all departments concerned to maintain Front Office functions properly.
- Operates the front office computer system to assist front office attendants.
- Handles guest complaints and other related problems and reports on the Assistant Manager’s.
- Answers guests’ inquiries, handles complaints, and attends to the needs of the guests.
- Approves and signs for allowances, rebates, etc., as required by Front Office cashier
- Authorises charges to be made for late departures and/or compliments on them.
- Promotes and maintains good public relations.
- Motivates and maintains good staff relations.
- Maintains and is guided by hotel policy on credit/lost and found hotel guest’s properties.
- Follows up on credit check report, and liaises with credit manager.
- To be responsible for front office operations during the absence of Front Office Manager (HO).
- To discuss all matters that needed to be followed up with the next shift Reception Manager.
- Approve the working schedule for the front office attendants and submit them to the front office manager (HO).
- Conducts and ensures the neat appearance of front office attendant as well as correct attitude and behaviour, discusses problems that are encountered on this point with the front office manager, assistant front office manager, and their shift leaders.
- Assigns and Approves Duty roster for all Front
Front Office Executive
Ira By Orchid
Mumbai
05.2023 - 03.2024
- Assist in supervising the front desk function; ensure staff is properly trained including service expectations, hotel facilities and services, local directions, property management and reservations systems, safety and emergency procedures, etc
- Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget
- Monitor performance and recommend corrective or disciplinary action
- Alert management of potentially serious issues
- Up-sell rooms where possible to maximize hotel revenue
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier or other reports, preparing deposit, and counting/securing assigned bank
- Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established
- Routinely check in/check-out guests, answer phones, take reservations and assist staff with job functions
- May be responsible for issuing safe-deposit boxes to guest and ensuring the security of keys
- Promote hotel services, facilities and outlets; provide guests with information such as local attractions and directions to increase guest satisfaction
- Complete opening and closing shift duties and communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
- Respond appropriately to guest complaints/requests
- Make appropriate service recovery gestures in accordance with established guidelines
- Promote teamwork and quality service through daily communication and coordination with other departments
- Perform other duties as assigned which may include guest room tours, concierge services, special guest requests, etc
Customer Service Executive
Jeebly LLC
Dubai
12.2021 - 04.2022
- Answering inbound calls
- Making outbound calls
- Checking with customer availability for scheduling shipments for delivery
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
- Update customer information in the customer service database during and after each call
- Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
- Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
- Responsible for attending to customer's needs and complaints to the best of their ability
Night Auditor Cum Receptionist
Golden Tulip Media Hotel
Dubai
12.2019 - 01.2021
- Posting room charges and taxes to guest accounts
- Processing guest charges voucher and credit card vouchers
- Posting charges to the guest accounts that have not been posted or were incurred on the night audit shift
- Transfer charges and deposits to master accounts
- Checks to see that all charges are assigned to the appropriate departments
- To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated into PMS system
- To verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and not missing
- Printing up and files reservations for the next business day
- Verifying all account postings and balances
- Verifying that room rates are correct and posts those rates to guest accounts
- Function as a front desk shift leader especially in terms of check-in and check-out procedures
- Tracking room revenues, occupancy percentages, and other front office statistics
- Preparing a summary of cash, cheques, and credit card activities
- Summarizing the results of operations for management
- Check figures, postings, and documents for accuracy
- Record, store, access, and/or analyze computerized financial information
- Prepare of End of day procedure
- Follow the End of Day/ Night Audit
- Balance the day's charges, making corrections as necessary
- Performs wake-up calls
- Run end of day process in property management software (PMS)
Front Office Receptionist
Dream City Hotel Apartments
Dubai
04.2019 - 10.2019
- Respond to guest needs, special requests and complaints and alert the appropriate manager as needed
- Upload Guest Arrivals Reports and Revenue Report on Daily basis to Dtcm Portal
- Reconciliation of Tourism Tax With the Pms TD report to avoid any month end Discrepancy to Avoid Fines
- Working as per the Local government rules and regulation
- Up sell Rooms and other hotel facilities offered To Increase revenue and be always productive, Dubai
- Handle Front Desk operation
Receptionist Acting Supervisor
Ramee Group Of Hotels
Dubai
09.2016 - 09.2018
- Ensure outstanding customer care at all times
- Maintaining a friendly, cheerful and courteous demeanor at all times
- Courteously and accurately answering queries from potential guests and accepts hotel reservations
- Responding to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
- Using suggestive selling techniques to sell room nights, increase occupancy and revenue
- Supervising daily shift process ensuring all team members adhere to standard operating procedures
- Train, direct the work of, resolve issues problems and coach and counsel the front desk team members to ensure a quality operation
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
- Adhere to company credit limit / floor limit policies
- Allocate rooms to expected arrivals after checking the guests preferences and special requests
- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc
- Cross Check all billing instructions are correctly updated
- Controlling cash transactions at the front desk and maintaining complete responsibility for personal bank as specified by hotel bank agreement policy
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests
- Performing other duties as assigned, requested or deemed necessary by management
- Ensure Front office log book and hotel log book is always updated and actioned upon
- Ensuring safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
- Assist all departments in servicing the guests during high volume periods
- Takes responsibility in the absence of the Duty Manager / Front office manager
Transport Coordinator
Flora Creek Hotel Apartments
Dubai
06.2015 - 07.2016
- Department Daily Briefing (Agenda)
- Prepare HOD Daily Report & Meeting Reports
- Check Operation Sheet of the Day
- Arrange Airport Representative & Driver for Pickup
- Check Salk & Petrol Account
- Update Print Out Paging Board
- Check Flight Arrival Timings Status Terminal Parking Card Login Details
- Allocate The Vehicle
- Coordination with Reception for Guest Status Updating Trip Sheet based on Email Request
- Department Supplies Tracking Invoice Tracking
- Technical Job responsibilities
- Request for Office Supply
- Apply for Leave PH/PO update duty Rota
- Comparing daily opera report with Trip sheet
Guest Service Associate
Hyatt Regency Chennai
Chennai
06.2013 - 06.2014
- Handled guest check-in & check-out
- Handled reservations request & documentation for the same
- Handling guest registration & room assignment
- Issued room keys & assisted the guest with baggage
- Interaction with guest to maintain guest relations
- Handling guest complaints & queries & recording the same
- Assisted in bill settlement
- Filling C- forms for international guests
- Blocking and releasing authorizations on guest credit cards
- Check cars for its cleanliness and assure all the cars are up to mark of brand standards
- Assisted guest with city Itinerary
- Assisted guest with additional request
- Action Emails (departmental & Guest mails with any queries)
- Coordinated with airport representative and ensure smooth flow of airport transportation
- Responsible for arrangements of coaches for group arrivals & departure
Senior Duty Manager
Harsha The Fern Shimogga
shimogga, india
10.2025 - 1 1
- Directed daily operations to achieve maximum efficiency and productivity.
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Organised staff rosters to ensure adequate coverage during peak times while optimising labour costs.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
- Prepared detailed reports on front office performance, highlighting achievements and identifying challenges for management review.
- Coordinated seamless check-in and check-out processes, minimising guest wait times and enhancing satisfaction.
- Oversaw the management of the front office budget, carefully controlling expenses and optimising resources.
- Maintained up-to-date knowledge of local attractions and events, providing guests with recommendations and information.
- Conducted regular staff meetings to share updates, gather feedback, and foster a culture of teamwork and continuous improvement.
- Liaised with housekeeping and maintenance departments to ensure rooms met the hotel's high standards of cleanliness and comfort.
- Established and enforced front office policies and procedures to standardise operations and improve service delivery.
- Coordinated fast, accurate clerical work for forms, files and general data entry.
Education
Master of Business Administration - Hotel Management
Inlead
Gurgaon01.2015
BSC - Hotel Management
Asan Memorial IHMCT
Chennai, TN01.2013
High School - General
Himali Boarding School
Kurseong01.2009
Skills
- Hospitality services
- Night Auditing
- Guest conflict resolution
- UP SELLING
- Guest service and assistance
- Writing and verbal communication
- Team Work
- Customer Service
- Handling a Team
- Customer and staff support
- Goals and objectives
- Staff disciplinaries
- Interpersonal communications
- Upselling and cross-selling
- Customer transactions
- Customer complaint management
- Employee hiring and onboarding
- Team management
- Outstanding customer service
Languages
English
Bengali
Hindi
Nepali
Hobbies and Interests
- Listening Music
- Watching Movies
- Outdoor Games
Timeline
Assistant Front Office Manager
Aura Suites
02.2026 - Current
Senior Duty Manager
Harsha The Fern Shimogga
10.2025 - 1 1
Duty Manager
Elllaa Hotel Hyderabad
09.2024 - 03.2025
Front Office Executive
Ira By Orchid
05.2023 - 03.2024
Customer Service Executive
Jeebly LLC
12.2021 - 04.2022
Night Auditor Cum Receptionist
Golden Tulip Media Hotel
12.2019 - 01.2021
Front Office Receptionist
Dream City Hotel Apartments
04.2019 - 10.2019
Receptionist Acting Supervisor
Ramee Group Of Hotels
09.2016 - 09.2018
Transport Coordinator
Flora Creek Hotel Apartments
06.2015 - 07.2016
Guest Service Associate
Hyatt Regency Chennai
06.2013 - 06.2014
Master of Business Administration - Hotel Management
Inlead
BSC - Hotel Management
Asan Memorial IHMCT
High School - General
Himali Boarding School