Jignesh H Sony

Key Responsibilities

• Staff Leadership: Recruit, train, mentor, schedule, and evaluate front desk staff, including receptionists and concierge.
• Guest Relations: Address and resolve guest complaints, inquiries, and requests promptly to ensure satisfaction.
• Operational Oversight: Supervise check-ins/check-outs, room assignments, and reservations.
• Department Coordination: Collaborate with housekeeping and maintenance departments to ensure room availability.
• Administrative Duties: Maintain inventory of supplies, manage budget, and generate daily reports on occupancy and performance.
• Security & Safety: Monitor front desk security, enforce safety policies, and handle emergency situations.

Required Skills and Qualifications

• Experience: Proven experience as a Front Office Manager, Supervisor, or similar role in the hospitality industry.
• Software Proficiency: Knowledge of Property Management Systems (PMS) like Opera, Protel, or similar, and MS Office.
• Communication: Excellent verbal and written communication skills.
• Leadership: Strong leadership, team management, and conflict resolution skills.
• Customer-Focused: Exceptional customer service skills with a professional attitude.
• Organization: Ability to multitask and handle pressure, especially during busy check-in/out times

• Led a front office team of 15 employees, providing exceptional guest service and optimizing hotel operations.
• Implemented a new check-in/checkout system, reducing wait times by 25%.
• Developed and executed a marketing campaign that increased hotel occupancy by 10% year over year.
• Negotiated and managed vendor contracts, securing competitive rates and improved service levels.
• Coordinated with housekeeping and maintenance staff to ensure guest rooms were clean and well maintained.
• Hiring qualified front office team members in time.
• Training staff with no prior experience.
• High attrition risk before opening.
• Aligning staff skill sets to brand standards.
• Developing and localizing SOPs ensuring consistent service culture.
• Conducting full pre-opening training in a short time frame.
• Cross-training for multitasking (since team is lean at opening).
• PMS configuration and testing.
• Integrating POS, key card systems, telephony, etc.
• Ensuring front desk equipment is installed and working.
• Running trial check-ins/check-outs.
• Designing arrival and departure experience.
• Setting up VIP protocols.
• Training for complaint handling before real guests.
• Finalizing room readiness with Housekeeping.
• Ensuring communication with Engineering for snag lists.
• Aligning with Sales/Reservations for opening offers.
• Planning for luggage assistance with Concierge/Bell Desk.
• Managing first wave of reservations without operational history.
• Avoiding overbooking when systems go live.
• Aligning pricing strategy with Revenue Management.
• Lobby and front desk area handover from construction.
• Identifying and resolving last-minute defects.
• Ensuring signage, lighting, and guest flow are correct.
• Establishing credit policies.
• Setting up billing processes.
• Aligning refund/cancellation policies.
• Emergency and safety procedures for guests.
• Pre-opening Budget Management.
• Controlling costs while hiring/training.
• Managing pre-opening office expenses.
• Allocating resources for uniforms, amenities, collaterals.
• Passing brand inspections or pre-opening audits.
• Meeting brand requirements for guest service delivery.
• Preparing team for brand mystery audits.
• Planning phased opening or mock runs.
• Training for real guest scenarios.
• Gathering feedback to refine processes.
• Motivating team under pressure.
• Communicating clear goals and timelines.
• Managing stress and uncertainty of pre-opening.

• The Reservation Executive is responsible for handling customer inquiries, processing reservations, updating systems, and ensuring seamless service.
• Handle reservation inquiries via phone, email, chat, or in person.
• Accurately input, modify, and cancel reservations in the system.
• Provide information about rates, availability, packages, and services.
• Maximize occupancy and revenue through effective selling techniques.
• Maintain up-to-date knowledge of room inventory, pricing strategies, and promotions.
• Coordinate with other departments (e.g., Front Office, Sales, Housekeeping) for special requests.
• Assist with group bookings, corporate accounts, and travel agent reservations.
• Prepare daily reservation reports and forecasts.