EUGEEN RAJ KHALKHO
Assistant Front Office Manager
Kolkata
Summary
A professional with 13 years of experience in Front Office Operations. Presently associated with Novotel Kolkata Hotel and Residences (340 Rooms) as Assistant Front Office Manager. Adept at handling
day to day front office operations in co-ordination with internal / external customers for smooth hotel operations. Competent in assessing and implementing effective guest relations with an aim to continuously improve the guest experience and consequently guest loyalty, repeat and referral business. Excellent communication, coordination, training and interpersonal skills along with strong problem solving abilities. Capable of operating both independently & in a team to manage hotel affairs and situations.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Assistant Front Office Manager
Accor Hotels, Novotel Kolkata Hotel and Residences, 340 Keys
Kolkata
01.2022 - Current
- Trains, cross –trains, and retrains all front office personnel.
- Participates in the selection of front office personnel.
- Schedules the front office staff.
- Supervises workload during shifts.
- Evaluates the job performance if each front office employee.
- Maintains working relationships and communicates with all departments.
- Maintains master key control.
- Verifies that accurate room status information is maintained and properly communicated.
- Resolves guest problems quickly, efficiently, and courteously.
- Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
- Reviews and completes credit limit report.
- Works within the allocated budget for the front office.
- Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.
- Checks cashiers in and out and verifies banks and deposits at the end of each shift.
- Enforces all cash-handling, check-cashing, and credit policies.
- Conducts regularly scheduled meetings of front office personnel.
- Prepare performance reports related to front office.
- Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.
- Monitor high balance guest and take appropriate action.
- Ensure implementation of all hotel policies and house rules.
- Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
- Prepare revenue and occupancy forecasting.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.
- Monitor all V.I.P 's special guests and requests.
- Maintain required pars of all front office and stationary supplies.
- Review daily front office work and activity reports generated by Night Audit.
- Review Front office log book and Guest feedback forms on a daily basis.
- Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
Duty Manager
Accor Hotels, Novotel Kolkata Hotel and Residences, 340 Keys
Kolkata
02.2017 - 12.2021
- Develop and manage all guest rooming procedures.
- Ensure compliance to all hotel cashier and credit policies.
- Analyze credit limit report on everyday basis and ensured timely payments for all.
- Ensure optimal levels of customer satisfaction and communicated with guest on same.
- Hire and interview various personnel for guest services staff.
- Administer occupancy status for all rooms.
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Develop high quality relationships with guests throughout their stay.
- Handle any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervise guest arrivals and departures with the front office executive and duty managers.
- Ensure that the pricing policy and internal audit procedures are duly applied.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare monthly and daily revenue report and circulate to all HOD's.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Assistant Manager Administration
PropTiger.com
Mumbai, Pune & Ahmadabad
09.2015 - 01.2017
Duty Manager
Starwood Hotels & Resorts Worldwide, Inc. Four Points by Sheraton, Bengaluru
Bengaluru
11.2014 - 09.2015
Senior Guest Service Agent
Starwood Hotels & Resorts Worldwide, Inc. The Westin Hyderabad Mindspace
04.2013 - 10.2014
Senior Concierge
Starwood Hotels & Resorts Worldwide, Inc, Mindspace
Hyderabad
04.2012 - 03.2013
Guest Service Agent
Starwood Hotels & Resorts Worldwide, Inc, Mindspace
Hyderabad
08.2009 - 03.2012
Education
BTEC Higher National Certificate - Aviation ,Hospitality And Travel Management
Frankfinn Institute of Airhostess Training
Hyderabad 03.2008 - 04.2009
Hotel Management - Hotel Management
Indian Institute of Management & Planning
04.2010 - 03.2013
Higher Secondary Course -
Kendriya Vidyalaya - C.B.S.E
Bacheli 05.2004 - 01.2005
Senior Secondary School -
Kendriya Vidyalaya - C.B.S.E
Bacheli 05.2002 - 01.2003
Skills
Organization and planning
Timeline
Assistant Front Office Manager
Accor Hotels, Novotel Kolkata Hotel and Residences, 340 Keys
01.2022 - Current
Duty Manager
Accor Hotels, Novotel Kolkata Hotel and Residences, 340 Keys
02.2017 - 12.2021
Assistant Manager Administration
PropTiger.com
09.2015 - 01.2017
Duty Manager
Starwood Hotels & Resorts Worldwide, Inc. Four Points by Sheraton, Bengaluru
11.2014 - 09.2015
Senior Guest Service Agent
Starwood Hotels & Resorts Worldwide, Inc. The Westin Hyderabad Mindspace
04.2013 - 10.2014
Senior Concierge
Starwood Hotels & Resorts Worldwide, Inc, Mindspace
04.2012 - 03.2013
Hotel Management - Hotel Management
Indian Institute of Management & Planning
04.2010 - 03.2013
Guest Service Agent
Starwood Hotels & Resorts Worldwide, Inc, Mindspace
08.2009 - 03.2012
BTEC Higher National Certificate - Aviation ,Hospitality And Travel Management
Frankfinn Institute of Airhostess Training
03.2008 - 04.2009
Higher Secondary Course -
Kendriya Vidyalaya - C.B.S.E
05.2004 - 01.2005
Senior Secondary School -
Kendriya Vidyalaya - C.B.S.E
05.2002 - 01.2003
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