BIJOYANKAR PALIT

• Managed front office operations and staff scheduling for seamless daily activities.
• Oversaw guest check-in and check-out processes to ensure efficiency and satisfaction.
• Coordinated communication between departments to enhance guest services and support.
• Trained and mentored front office staff in customer service best practices.
• Implemented standard operating procedures for handling guest inquiries and complaints.
• Developed training programs to improve staff performance and service delivery standards.
• Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
• Analyzed customer feedback data to identify areas of improvement.
• Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
• Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
• Met budget targets and quality standards by proactively leading team members and monitoring operations.

Managing front office operations for 669-room inventory.

Elevated guest satisfaction through strategic initiatives.

Enhanced team morale through recognition initiatives.

Addressing situations involving overbooked and sold out conditions.

Oversee, scheduling and execution of group and VIP stay plans.

• Oversee the entire Front Office operation to maintain high standards
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• - Set departmental objectives, work schedules, budgets, policies, and procedures
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Maintain good communication and working relationships with all hotel departments
• Monitor staffing levels to meet cover business demands
• Conduct monthly communication meetings and produce minutes
• Manage staff performance issues in compliance with company policies and procedures
• Recruit, manage, train and develop the Front Office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems

• Procedures to surpass customer expectations and achieve outstanding Customer Feedback Scores.
• Maintaining appropriate standards of appearance
• Uniforms
• And conduct for staff members on shift.
• Preparing and cross-verifying night audit reports with accuracy on a daily basis.
• Providing responses to Qualtrics and Guest feedbacks
• Ensuring relevant changes are implemented.