Arup Jana
Dhadalibad, Marishda, Contai, Purba Medinipur, West Bengal
Summary
Reliable and enthusiastic individual performing such duties as Customer service and organizing. skilled in customer engagement, communication, and preparedness, Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented with the ability to manage multiple tasks and priorities. Recognized for exemplary customer service and team collaboration, adaptable and courteous professional seeking employment with a well-known and recommended company, committed to delivering dynamic service and fostering positive relationships with guests and co-workers, Known for implementing effective operational improvements that enhance customer satisfaction levels. Previous work showcases ability to balance guest needs with business objectives, resulting in sustained revenue growth.
Overview
17
17
years of professional experience
Work History
Operations Manager
The Fern Residency Calangute
Calangute(Goa)
10.2025 - Current
- Managed daily operations to ensure exceptional guest experiences at a luxury resort.
- Coordinated staff schedules to optimize workforce efficiency and service delivery.
- Oversaw inventory management, ensuring adequate supplies for smooth resort functions.
- Implemented operational procedures to enhance guest satisfaction and service quality.
- Conducted regular inspections to ensure compliance with health and safety regulations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Measured and reviewed performance via KPIs and metrics.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Operations Manager
Resort The Lohias (Candolim)
Candolim
06.2024 - 10.2025
- Drove company growth with a proactive mindset and results-oriented plans for business operations.
- Established performance metrics, driving accountability, and recognizing outstanding achievements.
- Developed and enforced health and safety protocols, ensuring a safe workplace environment.
- Investigated issues impacting organizational operations and service delivery to understand root causes, prepare detailed reports, and recommend corrective actions.
- Collaborated with sales and marketing teams to align operational capabilities with customer demands.
- Supervised supply purchases, management, and tracking in line with budgetary requirements.
- Prepared timely, accurate financial reporting, and analysis.
- Promoted a safe working environment by implementing regulatory standards, policies, and guidelines.
- Implemented operational procedures to enhance guest satisfaction and service quality.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
Front Office Manager
Zone Connect By The Park
Calangute
10.2021 - 06.2024
- As a front office manager, I have to ensure the cleanliness of the lobby and public areas, lights, as well as the front office staff in proper and orderly appearance and behavior.
- Analyzing, reporting, and improving on performance, growth, and sales.
- To develop strong working relationships with all guests and clients in order to maximize sales opportunities and generate business for the future.
- Makes personal sales calls and travels to trade shows to produce leads for future business, or to maintain good relationships with current clientele.
- Developing sales strategies and action plans, and maintaining good relationships with officials and representatives of the local business community.
- Managed accounts to retain existing relationships and grow the share of business.
- In charge of monthly reports, including inventory and forecasting.
- Provided 24/7 support to the team in resolving the issue.
- Responsible, in the absence of the unit head, to ensure the smooth operations of the resort.
- Evaluating the performance of front-office team members.
- Slashed the number of customer complaints by 95% by ensuring that staff followed customer service guidelines properly.
Ass. Front Office Manager
Azzure By Spree Hotels
Calangute
11.2019 - 10.2021
- As a front office manager, I have to ensure the cleanliness of the lobby and public areas, the lights, and the front office staff's proper and orderly appearance and behavior.
- Check on the registration cards of arriving guests, and ensure all information is filled out on each card, either by Guest Relation Officers or the guests.
- Gives the instructions to the Night Reception during the high occupancy periods regarding walk-in guests and the release of rooms blocked because of no-shows.
- Prepares and checks for VIPs' arrival, and escorts guests to rooms.
- Maintain a professional working relationship, and promote open lines of communication with managers, employees, and other departments.
- Implemented strategies and a new standard of operation with COVID-19 guidelines in place.
- Improved hotel ranking on TripAdvisor from 18th position to 6th position of 223 hotels in Calangute within a single year.
Front Office Executive
Highland beach Resort(Candolim)
Candolim
09.2014 - 10.2019
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Front Office Executive
The Royale Assagao Resort
Assagao
10.2013 - 09.2014
- As a front office executive, I have to ensure that telephone calls are answered by operators.
- Transmits and receives telephone messages, setting up guests' wake-up calls.
- Posting charges such as room, food, liquor, or telephone to the guest folio.
- Deposit guests' valuables in the hotel safe or safe deposit box.
- Manage daily billing and payments.
- Supervise the daily shift process to ensure all team members adhere to standard operating procedures.
- Build strong relationships with all other departments, especially housekeeping, reservations, etc.
- Cross-check all billing instructions to ensure they are correctly updated.
- Ensure the front office logbook and hotel logbook are always updated.
Front Office Supervisor
The Royale Assagao Resort
Assagao
11.2012 - 09.2013
- As a Front Office Supervisor, my responsibility is to ensure that the guests are welcomed properly into the resort, registered in the hotel's computer system, and assigned the rooms for expected arrival.
- Such as making or confirming reservations, verifying and collecting guests' payments, issuing room keys, and contacting housekeeping or maintenance when guests report a problem.
- As well as controlling guests' access to safe-deposit boxes.
- Supervise the daily shift process, ensuring all team members adhere to standard operating procedures.
- Other responsibilities might include tracking and posting appropriate food, liquor, or telephone charges to guests' accounts.
Front Office Assistant
Hotel Spearmint Sandhya
Hyderabad
11.2010 - 04.2012
- As a front office assistant, I was responsible for greeting the guests on their arrival.
- Completing the registration formalities for the guests with confirmed reservations.
- Check the availability of rooms in case of walk-ins.
- Assigning rooms and calling the bellboy to escort guests to their rooms.
- And daily operation of the information desk, including cash handling and sale transactions.
- I used to keep records of current and upcoming events, coordinate room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day-use rooms.
Front Office Assistant
Hotel Tuli International
Nagpur
03.2009 - 04.2010
- As a front office assistant, I was Responsible for the daily operation of the information desk including cash handling and Sale transactions
- I used to keep records of current and upcoming events
- Issue keys, and welcome guests
- Greetings, phone calls
Education
Diploma In Hardware and Networking -
GNITT
02.2011
Diploma In Computer Application -
Sv Academy
06.2009
Higher Secondary -
Banamali chatta high school
Contai01.2008
Secondary -
Dandalibar high school
Contai01.2006
Skills
- Operations management
- Inventory control
- Health and safety compliance
- Performance measurement
- Customer service
- Team coordination
- Sales collaboration
- Staff training
- Problem solving
- Effective communication
- Staff management
- Team leadership
- Employee motivation
- Planning and implementation
Personal Information
- Date of birth: 07/07/91
- Nationality: Indian
- Driving License: WB3120210001895
- Marital status: Married
- Gender: Male
- Date of birth: 07/07/1991
Hobbies and Interests
- Sports
- Cooking
- Learning Languages
- Current Affairs
- Politics
- Investment
- Stock Market
- Finance
Accomplishments
- Achieved rank 1 on TripAdvisor (Traveler Ranked), with an Internal Guest Satisfaction Index of 95%, which was the highest among the Calangute 210 Hotels portfolio.(Zone Connect Calangute)
LANGUAGES
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Konkani
Intermediate (B1)
B1
References
References available upon request.
Timeline
Operations Manager
The Fern Residency Calangute
10.2025 - Current
Operations Manager
Resort The Lohias (Candolim)
06.2024 - 10.2025
Front Office Manager
Zone Connect By The Park
10.2021 - 06.2024
Ass. Front Office Manager
Azzure By Spree Hotels
11.2019 - 10.2021
Front Office Executive
Highland beach Resort(Candolim)
09.2014 - 10.2019
Front Office Executive
The Royale Assagao Resort
10.2013 - 09.2014
Front Office Supervisor
The Royale Assagao Resort
11.2012 - 09.2013
Front Office Assistant
Hotel Spearmint Sandhya
11.2010 - 04.2012
Front Office Assistant
Hotel Tuli International
03.2009 - 04.2010
Diploma In Hardware and Networking -
GNITT
Diploma In Computer Application -
Sv Academy
Higher Secondary -
Banamali chatta high school
Secondary -
Dandalibar high school