Divya Pahwa
Vasundhra
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Samhi Group of Hotels
09.2022 - Current
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Maintained accurate records of guest accounts using property management system.
- Overseeing the daily activities of the front desk team to ensure smooth operations and high standards of guest service.
- Assisting in the recruitment, training, and scheduling of front office staff, as well as conducting performance evaluations.
- Addressing guest inquiries, complaints, and requests, ensuring a positive experience for all guests.
- Assisting with cash handling, credit transactions, and billing accuracy, as well as monitoring the front office budget.
- Handling escalated guest issues and resolving conflicts in a timely and professional manner.
- Generating reports on front office performance, occupancy rates, and guest feedback for management review.
- Working closely with other departments, such as housekeeping and maintenance, to ensure guest needs are met and issues are promptly addressed.
- Promoting hotel services and amenities to guests and assisting in upselling opportunities.
Assistant Banquet Manager
Samhi Groups of Hotels
02.2020 - 08.2022
- Provided exceptional customer service to all guests during events.
- Assisting in the planning and execution of banquet events, including weddings, corporate functions, and parties.
- Ensuring that banquet rooms are set up according to event specifications, and that they are cleaned and organized after events.
- Interacting with clients to understand their needs and preferences, addressing any concerns that arise during events.
- Assisting in generating reports on banquet event performance, including guest feedback and revenue analysis.
- Ensured that all employees are following safety protocols when handling hazardous materials or equipment.
- Communicated with venue personnel to coordinate event logistics.
Financial Analyst
Amex Global Business Travel
05.2018 - 01.2019
- Analyzing financial data to identify trends, variances, and insights that inform business decisions.
- Preparing regular financial reports, including income statements, balance sheets, and cash flow statements.
- Assisting in the preparation of budgets and forecasts, monitoring performance against these budgets.
- Working with other departments, such as accounting, operations, and sales, to gather information and provide financial insights.
- nsuring that financial practices comply with relevant laws and regulations.
Assistant Front Office Manager
Tivoli Garden & Resort Hotel
05.2016 - 05.2018
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Investigated customer complaints and took corrective action when necessary.
- Assisted guests with reservations changes or cancellations as needed.
- Created reports related to guest feedback surveys and service quality metrics.
- Supervised night audit process including reviewing reports for accuracy.
- Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
Assistant Manager Reservations
Svelte Hotel & Personal Suites
02.2015 - 05.2016
- Overseeing the reservations staff, including hiring, training, and scheduling.
- Addressing customer inquiries and resolving booking issues to ensure a positive experience.
- Handling reservation systems, ensuring accuracy, and managing room or service availability.
- Monitoring and analyzing booking trends to assist in revenue management and forecasting.
- Coordinating with sales, marketing, and other departments to maximize occupancy and enhance guest experience.
- Implementing and ensuring adherence to company policies regarding reservations and cancellations.
- Preparing reports on reservation metrics, occupancy rates, and customer feedback for management review.
- Providing ongoing training and support to team members to improve their skills and service quality.
- Managing more complex customer issues that require higher-level intervention.
Duty Manager
Tivoli Garden & Resort Hotel
04.2013 - 02.2015
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Scheduled and organized daily shift rotations for a team of up to 7 employees.
- Provided training sessions for new staff members on company policies and procedures.
- Conducted regular inventory checks to ensure adequate stock levels were maintained at all times.
- Responded promptly to any emergency situations that arose during shifts.
- Prepared weekly reports detailing sales figures and staff performance metrics.
Front Office Executive
Royal Plaza
11.2011 - 03.2013
- Greeted customers, answered inquiries and directed them to the appropriate department.
- Organized incoming mail and distributed it accordingly.
- Provided customer service support to clients over the phone and in person.
- Maintained a clean reception area by tidying up furniture, magazines, and other items.
- Prepared weekly reports summarizing customer service issues encountered during the week.
Guest Relations Assistant
InterContinental Eros
06.2009 - 07.2011
- Greeted guests in a professional and friendly manner.
- Provided information about the hotel, local attractions and services to guests.
- Handled guest inquiries, requests and complaints in an efficient and courteous manner.
- Assisted with check-in and check-out procedures for guests.
- Processed payments accurately and efficiently.
- Ensured proper security measures were taken for each guest's belongings during their stay.
Education
B. A -
DELHI UNIVERSITY
05.2009
Mother Divine Public School
03.2006
Vidya Bharti Public School
03.2004
Accomplishments
- Successfully completed the Training Program Conducted by IHG "You Bring it to Life"
- Successfully completed the Training Program of Colleague Development.
- Certificate of "Work Better Together" from General Manager.
- Certificate of "Employee of the Month" from General Manager
PMS Knowledge
Opera, HIS, Triton, IDS, ONQ, WISH.NET, Micros, Amendus and AGM.
Certification
Certificate in BASIC, TALLY, BUSY WIN, INTERNET from CCVS Computer Institute, New Delhi.
Timeline
Assistant Front Office Manager
Samhi Group of Hotels
09.2022 - Current
Assistant Banquet Manager
Samhi Groups of Hotels
02.2020 - 08.2022
Financial Analyst
Amex Global Business Travel
05.2018 - 01.2019
Assistant Front Office Manager
Tivoli Garden & Resort Hotel
05.2016 - 05.2018
Assistant Manager Reservations
Svelte Hotel & Personal Suites
02.2015 - 05.2016
Duty Manager
Tivoli Garden & Resort Hotel
04.2013 - 02.2015
Front Office Executive
Royal Plaza
11.2011 - 03.2013
Guest Relations Assistant
InterContinental Eros
06.2009 - 07.2011
B. A -
DELHI UNIVERSITY
Mother Divine Public School
Vidya Bharti Public School