ASHISH RANA
Front Office Manager
Lucknow
Summary
Accomplished hotelier with a strong background in Business Analytics, Management Essentials, and Data Science. Consistently drives enhancements in guest experience, sales, profitability, and employee performance. Proven expertise in training leadership teams with over a decade of industry experience, including nearly five years as a department head. Proficient in room division processes, yield management, process implementation and enhancement, meticulous attention to detail, and adept administrative skills.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Front Office Manager
(Accor) Mercure Lucknow Gomti Nagar
Lucknow
11.2024 - Current
- Lead daily front office operations, ensuring seamless guest check-in/out, accurate reservations, and consistently high service standards.
- Oversaw guest experience initiatives and loyalty program engagement, improving guest satisfaction and retention scores.
- Conducted regular training sessions on service excellence, upselling, loyalty program engagement, and guest recovery.
- Actively supported revenue strategies by working closely with Sales & Revenue teams to manage rates, optimize occupancy, and improve RevPAR.
- Introduced an incremental revenue program to drive front office upselling efforts, resulting in increased ancillary revenue.
- Led preparation for brand audit, aligning operational practices with brand standards and ensuring compliance across all guest-facing areas.
- Played a key role in the pre-opening of the hotel: assisted with system implementation, SOP development, staff recruitment, and training.
- Provided interim leadership for housekeeping operations in the absence of the Executive Housekeeper, maintaining cleanliness and service standards.
- Implemented departmental SOPs, schedules, and performance tools to optimize workflow and team productivity.
- Resolved guest concerns promptly and professionally, improving review scores and driving positive online feedback.
- Worked as a Task Force Replacement for Rooms Division Manager at Novotel Khopoli, Pune, overseeing both Front Office and Housekeeping operations during the leadership gap.
Front Office Manager
Accor (Novotel Lucknow)
Lucknow
01.2022 - 10.2024
- ALL Safe Officer, ICC Member - POSH, EHS Member, Child Protection Committee Member
- Acting Hotel Transformer for Accor Live Limitless, Heartist 2.0 and Loyalty Activist
- Played a vital role in achieving budget for the entire year
- Headed Brand Audit and successfully achieved score of 97% (2022), 99% (2023)
- Successfully achieved Loyalty and Guest Experience targets for 2022 and 2023 with the help of extensive trainings and motivation
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
AFOM (Department Head)
Accor (Novotel Ahmedabad)
Ahmedabad
01.2020 - 12.2021
- Acting Head for Multiple Functions: Front Office, Spa, Reservations and Security
- Played a vital role in implementing ALLSAFE standards as per Accor in the hotel
- Cost management ensuring smooth operations focusing on profitability at 83% GOP of rooms division
- Recruitment and planning professional growth for each team member achieved 94% Employee Engagement.
- Talent pool materialized wherein 5 team members promoted and transferred internally
- Successfully achieved Loyalty and Guest Experience targets for 2021
- Cultivated collaborative, performance-oriented culture to keep team motivated and enthusiastic about achieving shared goals.
- Promoted a positive work environment by fostering teamwork, open communication, and recognition of accomplishments among employees.
- Mentored junior team members, providing guidance and support to foster professional growth and success.
- Implemented staff training programs that enhanced skills and increased overall productivity within the department.
Duty Manager
Accor (Novotel Hyderabad Airport)
Hyderabad
08.2017 - 12.2019
- Assisting Front Office Manager in achieving budget and preparing daily and monthly reports for the department.
- Monitor department cost and ensure effectiveness towards the budget
- Assisted in preparing income and expenses budget for operational 2019-20
- Analyze and approve discounts and rebates
Duty Manager
Accor (Grand Mercure Bangalore)
Bangalore
09.2015 - 07.2017
- Analysis of data, Forecasting and budgeting room nights and ARR for the financial year
- Undertaken the responsibility of open folds and assisted sales, finance team in its closure
- Forecasting and budgeting room nights and ARR for the financial year
- Assisted in configuration of taxes on micros opera after implementation of GST.
- Effective guest delight methodologies to ensure higher Problem Handling, loyalty recognition and online scores
- Trained employees in essential job functions.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
Front Office Executive
Radisson Greater Noida
Greater Noida
05.2014 - 07.2015
- Department learning coordinator (DLC)
- Employee satisfaction by identifying the pulse of each team member and their development
- Designed strategy for driving revenue from health club and swimming pool leading to a contribution of 1.5% to the total revenue
- Designed the up-sell incentive program & driven till 3% of room revenue in 05months
- Monitor the car usage in terms of controlling the cost to the lowest reduced it to 8%
- Conduct Accommodation Meeting (self-initiative) on a daily basis
- Utilized the property management system proficiently for seamless reservation processing and updates.
Front Office Associate
Radisson Blu Noida
Noida
01.2012 - 05.2014
- Responsible for smooth functioning of front desk
- Responsible for making duty roster for the department
- Perform Night Audit of opera & Micros efficiently
- Recognized as Up-sell Champion for achieving 2% of rooms revenue
- Contributed and improved Medallia scores from 67% to 86%
- Implemented new procedures to improve front office operations and enhance overall guest experience.
- Handled guest complaints professionally, resolving issues quickly to maintain positive relationships.
- Answered calls to take messages or redirect calls to appropriate colleagues.
- Ensured guest satisfaction by promptly handling guest feedback and implementing improvements to avoid future complaints.
- Increased room occupancy with effective upselling techniques and personalized recommendations.
- Enhanced guest satisfaction by providing exceptional front office service and promptly addressing inquiries.
Education
BSc. - Hospitality and Hotel Administration
Heritage Institute of Hotel Management
Shimla 01.2007 - 01.2010
Intermediate -
Army School Mamun Cantt
Pathankot 01.2006 - 01.2007
Matriculation -
Army School Mamun Cantt
Pathankot 01.2004 - 01.2005
Skills
- Operational management expertise
- Brand management expertise
- Adaptive rate planning
- Quality assurance management
- Inventory oversight
- Leadership and mentoring
- Cost control management
Customer service
Certification
Train The Trainer - Accor
REFERENCES
Vijay Tharavath, Cluster GM, vijay@axcel-management.co.uk, +91 75675 15905, Axcel Group Limited, United Kingdom
Vineet Mishra, GM, gm.ssn@lemontreehotels.com, +91 96501 10049, Sandal Suites by Lemon Tree Hotels
Sunil, Verma, Cluster GM, sunil.verma@accor.com, +91 99997 22270, Accor Vietnam, Vietnam
Accomplishments
- Multi-functional leader with exceptional attention to detail, leadership abilities, and a strong aim to increase revenue and profitability for the entity for which I work. The most significant abilities that I have acquired over the last eight years are innovative people management techniques, championing change, and the ability to create a collaborative work culture. My inspiration comes from inside, and that is what makes me a team player.
- Notable Accomplishments:
- Managed higher Profitability of department by front existing at Novotel Lucknow
- Officiated the entire operations of the hotel at Novotel Lucknow in absence of the General Manager
- Achieved best guest experience & loyalty milestones since opening of Novotel Ahmedabad and Novotel Lucknow
- Successfully lead several projects on incremental revenues of rooms.
- Mentored more than a cent people and developed more than 20 team members.
Awards
Leadership Award of The Year, Manager Of The Year, Guest Service Excellence Award - Room Division Department, Tripadvisor and Booking.com champion
PERSONAL DETAILS
- Height: 178 Cms
- Weight: 72Kgs
- Nationality: Indian
- Religion: Hindu
- Marital Status: Unmarried
- DOB: 07th Nov'1989
- Passport: L1984069
- Exp Dt.: 21/10/2033
- Occupation: Ex-Army
- Father: Retd. Maj Sub S C Rana
- Mother: Mrs. Suman Rana
- Siblings: One Brother and one Sister
Timeline
Front Office Manager
(Accor) Mercure Lucknow Gomti Nagar
11.2024 - Current
Front Office Manager
Accor (Novotel Lucknow)
01.2022 - 10.2024
AFOM (Department Head)
Accor (Novotel Ahmedabad)
01.2020 - 12.2021
Duty Manager
Accor (Novotel Hyderabad Airport)
08.2017 - 12.2019
Duty Manager
Accor (Grand Mercure Bangalore)
09.2015 - 07.2017
Front Office Executive
Radisson Greater Noida
05.2014 - 07.2015
Front Office Associate
Radisson Blu Noida
01.2012 - 05.2014
BSc. - Hospitality and Hotel Administration
Heritage Institute of Hotel Management
01.2007 - 01.2010
Intermediate -
Army School Mamun Cantt
01.2006 - 01.2007
Matriculation -
Army School Mamun Cantt
01.2004 - 01.2005
Similar Profiles
Lavina AgarwalLavina Agarwal
Primary Teacher at City Montessori School, Gomti Nagar-1Primary Teacher at City Montessori School, Gomti Nagar-1
Richa KhareRicha Khare
OPD Ground Floor Coordinator at Max Hospital Gomti NagarOPD Ground Floor Coordinator at Max Hospital Gomti Nagar
Akanksha MisraAkanksha Misra
Teacher (Contractual) - Computer Science at Kendriya Vidyalaya, Gachibowli, Hyderabad and Gomit Nagar, LucknowTeacher (Contractual) - Computer Science at Kendriya Vidyalaya, Gachibowli, Hyderabad and Gomit Nagar, Lucknow
Utkarsh TiwariUtkarsh Tiwari
Frontend Engineer III at TripleLiftFrontend Engineer III at TripleLift
Surabhi ChawlaSurabhi Chawla
Senior Associate at PWC SDC Kolkata Pvt. Ltd.Senior Associate at PWC SDC Kolkata Pvt. Ltd.