Irshad Ahmad Lone
Srinagar
Overview
7
7
years of professional experience
Work History
Front Office Manager
WelcomHeritage Hotels by ITC Pvt Ltd
Srinagar
05.2023 - Current
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Updated knowledge about current industry trends through research or attending professional development courses.
Assistant Manager
The Lalit Grand Palace Srinagar
Srinagar
09.2022 - 05.2023
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Coordinated with other departments to ensure smooth flow of operations.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Facilitated interdepartmental communication by attending meetings or providing updates.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Front Office Executive
Marriott İnternational
Srinagar
09.2021 - 09.2022
- Greeted customers, answered inquiries and directed them to the appropriate department.
- Provided customer service support to clients over the phone and in person.
- Organized incoming mail and distributed it accordingly.
- Maintained a clean reception area by tidying up furniture, magazines, and other items.
- Assisted with scheduling appointments for patients and staff members.
- Managed the switchboard system by answering calls promptly and transferring them to relevant departments or personnel.
- Organized filing systems for patient records and other documents according to company standards.
- Ordered office supplies as needed to ensure adequate stock levels were maintained at all times.
- Updated patient information in computer databases accurately and regularly.
Front Office Team Leader
Accor Hotels Pvt Ltd
Mumbai
04.2019 - 06.2021
- Provided leadership, direction and support to front office staff.
- Monitored daily operations of the front office team, including check-in and check-out procedures and guest services.
- Maintained a high level of customer service standards and ensured staff compliance with hotel policies and procedures.
- Trained new hires on proper front desk operations and provided ongoing coaching to ensure job performance excellence.
- Developed effective strategies to maximize revenue opportunities in the Front Office department.
- Resolved customer complaints efficiently by listening carefully, identifying root cause of issues and providing appropriate solutions.
Front Office Associate
Accor Hotels Pvt Ltd
Mumbai
12.2016 - 03.2019
- Greeted customers upon arrival and provided them with outstanding customer service.
- Assisted guests with check-in, check-out, and room reservations.
- Answered incoming calls and inquiries from potential guests in a professional manner.
- Handled cash payments for guest transactions accurately and efficiently.
- Processed credit card payments using point of sale systems.
Education
Diploma İn Front Office - Hospitality
Institute of Hotel Management
Srinagar 11.2016
Skills
- Responsible for all front office functions and staff Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services / Front Desk as applicable As a department head directs and works with employees to successfully execute all front office operations, including guest arrival and departure procedures Strives to continually improve guest and employee satisfaction and maximise the financial performance of the departmentLeading Guest Services Team and making sure we GOBEYOND and create exceptional experiences
- Maintaining Guest Services and Front Desk Goals
- Managing Projects and Policies
- Ensuring Exceptional Customer Service and all Mystery Shopper Audit requirements are delivered
- Managing and Conducting Human Resource Activities
- Financial Performance (Upselling Room Revenue, Operation Auditing)
- Showing Initiative, Problem Solving, Staff Training, Team Leading
- Manages and motivates the Front Office team in order to provide a high standard of service
- Handles any guest complaints or contentious issues that cannot be settled directly by team member and provides a fast solution
- Ensures that the pricing policy and internal audit procedures are duly applied
- Supervises the management of debtors, group and individual guest invoicing and cash operations
Languages
English
First Language
Urdu
Advanced
C1
Timeline
Front Office Manager
WelcomHeritage Hotels by ITC Pvt Ltd
05.2023 - Current
Assistant Manager
The Lalit Grand Palace Srinagar
09.2022 - 05.2023
Front Office Executive
Marriott İnternational
09.2021 - 09.2022
Front Office Team Leader
Accor Hotels Pvt Ltd
04.2019 - 06.2021
Front Office Associate
Accor Hotels Pvt Ltd
12.2016 - 03.2019
Diploma İn Front Office - Hospitality
Institute of Hotel Management
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