Divy Shekhar Pandey
"Proud hotelier to be among the youngest AFOMs & HOD, delivering excellence in hospitality."
Bhilai
Summary
Experienced and detail-oriented Assistant Front Office Manager with over six years in the hospitality industry , adept at streamlining operations and enhancing customer satisfaction. Proven ability to efficiently resolve complex issues using well-organized and strategic approaches. Skilled in identifying business needs and implementing effective solutions to improve guest relations, team productivity, and service quality . Passionate about continuous learning and career growth while driving operational excellence within the organization
Overview
9
9
years of professional experience
4034
4034
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Assistant Front Office Manager (HOD)
VIVANTA by The Indian Hotels Company Limited (IHCL
01.2025 - Current
- Front Office Operations: Oversee daily front office operations, including reservations, check-in/check-out, and guest services.
- Team Management: Lead and motivate a team of front desk agents, providing coaching, training, and feedback to ensure excellent guest service.
- Guest Service: Ensure exceptional guest service, responding to guest complaints and concerns in a professional and timely manner.
- Revenue Management: Collaborate with the revenue team to optimize room rates and availability.
- Reporting and Analysis: Analyze front office reports, identifying trends and areas for improvement.
- Standard Operating Procedures: Develop and implement standard operating procedures to ensure consistency and efficiency.
- Travel Desk & Transportation Services: Oversee the management of our fleet of 10 cars, ensuring timely and efficient transportation services for guests compiling with brand standards
- Net Promoter Score (NPS): Maintain a high NPS by ensuring guest satisfaction and loyalty, identifying areas for improvement, and implementing strategies to increase guest advocacy.
- PMS Transition: Lead the transition from Opera V5 to Opera Cloud, ensuring a seamless migration and minimal disruption to front office operations.
- Onboarding of Airline: Lead the welcome of Crew Business to our hotel, ensuring a smooth onboarding process and exceptional service delivery for this new business segment.
- Brand Standard Audit: Successfully completed brand standard audits, ensuring compliance with brand standards and achieving the benchmarks.
- Emergency Situation Management: Lead the hotel's response to emergency situations, ensuring the safety and well-being of guests and staff with minimal disruption in operation.
- Handled room inventory management during high occupancy periods, overseeing sold-out and minus position scenarios.
- Organized and conducted daily accommodation meetings, pre-consultations, planning for VIP and group movements, and staff briefings.
Duty Manager
Taj Krishna, IHCL (Luxury Upscale, 261 Keys)
08.2022 - Current
- Leading the front office operation in absence of FOM.
- Managing the operational challenges in absence of higher management.
- Responsible for resolving the guest grievance and ensuring the guest comfort at its best.
- Managing the room inventory for smooth function in high occupancy with minus position and sold out
- TATA Neu Loyalty Program Champion.
- Accommodation Meetings, Morning meetings, Pre-cons , Planning for VIP's & Group movement on day to day basis, Daily briefing, staff meetings.
- Overlooking the fleet of 16 vehicles to ensure smooth function of guest travel alongside the standards, safety and security as per the brand guidelines.
- Overlooking to regular maintenance of brand financial audit reports, revenue levers, legatrix, Uphold and enforce company policies, Comply with legal requirements in a lodging property
- Planning duty roaster and maintaining staff attendance for salary cycle and leaves
- Handling guest and employee issues
- Overseeing operations, including maintenance, cleanliness and efficiency, Ensuring that security and safety regulations are met
- Training the new hires and conducting monthly training session, Conduct staff performance assessment process.
Reservation Executive
Radisson Blu, RHG
11.2021 - 07.2022
- Responsible for complete reservation function of 118 keys, maintaining and monitoring rate including corporate and TA, also taking care of the sales at moments, all under the guidance of reservation manager
- Archived benchmark revenue till date of working tenure.
Front Office Executive/Acting Duty Manager
Ramada Plaza By Wyndham
05.2021 - 10.2021
- Keep archiving top ranking for three year of single digit in TripAdvisor with a entire team efforts & dedication.
- Handling Entire Operation With a Minimum Resources on high occupancy with 134 key.
- During a covid period Have great exposure of handling covid19 patients as well generated revenue with out corporate and OTAs business,
- Have been also honored to host presidential visits and governor house along with state officials
Management Trainee
Ramada Plaza By Wyndham
08.2018 - 05.2021
- Renowned business class hotel of 134 keys & 4 F&B outlets, More into serving state delicates & corporate guests
- Internally selected for Management trainee by hotel management after completion of HOT.
Industrial Training
THE TAJ UMAID BHAWAN PALACE, Taj Hotel Resorts & Safari(World's Best Hotel)
12.2016 - 03.2017
- One of the finest luxury hotel of taj, were also ranked no
- 1 best hotels in the world by TripAdvisor.
Education
Mansarowar H S School
BSc, Hospitality & Hotel Admiration (NCHMCT) -
SRM University (INDIA'S TOP RANKED HOTEL MANAGEMENT INSTITUTE)
Skills
Opera Cloud & Opera V5
Complaint Handling
Reservations
Front Desk Operations
Situation Handling
IDS
SAP
Lanyon
Eco Billz
Opera Cloud & Opera V5
Projects
- Nominated for IHCL's TIDI (Talent Identification and Development Initiative), an exclusive program recognizing and nurturing young leadership talent.
- Spearheaded the transition from Opera V5 to Opera Cloud, leading the task force and implementing Eco Billz for enhanced digital automation and operational efficiency (IHCL).
- Led the onboarding process for a large airline group, ensuring seamless integration and operational readiness (IHCL).
- Played a key role in the G20 conference, hosting the G20 Sherpa and facilitating high-profile hospitality services (IHCL).
- Managed multiple delegations of Members of Parliament hosted by major Indian PSUs, including SAIL & NMDC (IHCL).
- Oversaw the Congress Working Committee (VVIP) national conference, efficiently handling a 260-room event (IHCL).
- Coordinated the CWC conference, hosting distinguished guests including State Chief Ministers (CMs), Members of Parliament (MPs), and senior public leaders (IHCL).
- Consistently maintained a Net Promoter Score (NPS) between 75 and 85, ensuring high guest satisfaction levels (IHCL).
- Achieved the highest-ever revenue in the role of Revenue Executive (RHG).
- Led the team to secure TripAdvisor’s No. 1 ranking, demonstrating excellence in service and commitment (Wyndham Worldwide).
- Maintained a top-ranking TripAdvisor position for three consecutive years, achieving single-digit rankings through exceptional team efforts (Wyndham Worldwide).
Awards
- GoBEYOND Employee, 01/01/19, Ramada Plaza By Wyndham
- IHCL Special Thanks and Recognition Certificate (Silver) from Area Director
- TATA SONS MCS(make customer smile) Appreciation.
- Certificate of Appreciation for hotel of the year-large hotels.
Certification
Special Thanks & Recognition Certificate
Timeline
Assistant Front Office Manager (HOD)
VIVANTA by The Indian Hotels Company Limited (IHCL
01.2025 - Current
Duty Manager
Taj Krishna, IHCL (Luxury Upscale, 261 Keys)
08.2022 - Current
Reservation Executive
Radisson Blu, RHG
11.2021 - 07.2022
Front Office Executive/Acting Duty Manager
Ramada Plaza By Wyndham
05.2021 - 10.2021
Management Trainee
Ramada Plaza By Wyndham
08.2018 - 05.2021
Industrial Training
THE TAJ UMAID BHAWAN PALACE, Taj Hotel Resorts & Safari(World's Best Hotel)
12.2016 - 03.2017
Mansarowar H S School
BSc, Hospitality & Hotel Admiration (NCHMCT) -
SRM University (INDIA'S TOP RANKED HOTEL MANAGEMENT INSTITUTE)
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