Bishal Rajak

Dynamic Assistant Front Office Manager with extensive experience at Hyatt Regency Kolkata, recognized for enhancing guest experiences and increasing occupancy rates through effective strategic planning and strong team leadership. Proficient in Opera (PMS) and adept in guest relations management, achieved a remarkable 20% improvement in guest satisfaction metrics. Demonstrates expertise in employee supervision and revenue management, dedicated to optimizing operational performance.

Kolkata, West Bengal, India

Title: Assistant Front Office Manager

• English
• Hindi
• Bengali

6 Month Industrial Training, SILVER OAK RESORT, 06/01/12, 12/31/12

I hereby declare that all the information furnished above is true to my knowledge.

• Answering Guest queries & Complaints, Coordinate with another dept.
• Check-in and checkout of guest, ensuring that all required procedures and service standards are complied with.
• Room upsells.
• Updating of Guest Registration Card.
• Enrolments of loyalty program.
• Take care of guest's transportation.
• Taking care of wake-up calls.
• Ensure that customers are offered high quality services and a high-quality service.
• Ensure the continuation of the resources supplied for his or her use.
• Ensure that the brand standards are applied.
• Making of C-Form (Form 16).
• Guest Escorting.
• Problem handling in appropriate manner and according to brand standards.
• Reply all messages, mails and packages for the guest and staff, ensuring they are delivered in appropriate time in a professional manner.
• To handle concierge related calls & queries.
• To co-ordinate with internal department and guest related queries.
• Pre-check in Activities.
• Maintain positive guest relations as per brand standards.
• Generate new business for the hotel being aware of selling all services.

Front Office & Sales 

• Improved Operational Efficiency: Streamlined check-in/check-out procedures, reducing guest wait times by 20%, and improving overall guest satisfaction.
  Implemented new front office software that enhanced communication between departments and reduced booking errors by 15%.
  
• Customer Service Excellence: Developed and implemented a training program for front office staff that led to a 25% increase in guest satisfaction ratings.
  Resolved guest complaints promptly, resulting in a 30% decrease in negative reviews related to customer service.
  
• Team Leadership and Development: Led a team of front desk staff, providing coaching and mentorship, resulting in a 15% improvement in team productivity and morale.
  Organized team-building activities that strengthened collaboration, reducing turnover rates in the front office by 10%.
  
• Revenue Management Support: Worked closely with the revenue manager to implement pricing strategies, contributing to a 10% increase in overall room revenue.
  Assisted in managing group bookings and special events, ensuring accurate reservations and maximizing occupancy rates.
  
• Quality Assurance and Standards Compliance:Conducted regular audits of front office operations to ensure compliance with company policies and health/safety standards, leading to zero audit discrepancies.
  Enhanced the front office’s adherence to brand standards, resulting in improved inspections and higher guest ratings.
  
• Technology Implementation and Innovation: Championed the adoption of a mobile check-in system, which was well-received by guests, reducing check-in time by 30%.
  Collaborated with the IT team to resolve technical issues in front office systems, ensuring minimal downtime and smooth operations.