Jyoti Bhatnagar
New Delhi
Summary
Well-organized Front Office Manager possessing strong leadership and planning abilities developed over 9 years of career. Motivated to improve operations and control costs to foster operational success. Drive substantial productivity improvements through strategic approaches to day-to-day needs and hotel requirements.
Overview
15
15
years of professional experience
Work History
Front Office Manager
Four Points By Sheraton Chennai (OMR)
Chennai (OMR)
2021.07 - 2024.01
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service
- Coordinated with other departments to ensure smooth running of the entire hotel operation
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates
- Conducted staff performance evaluations to monitor progress and individual skills
- Provide consistent, superior customer service when greeting and registering guests
- Deliver resolution to customer problems, such as discounts, adjustments to bills or complimentary rooms to compensate for any inconvenience as directed
- Responsible leader and trainer to front desk team ensuring they are mentored, supported and empowered to provide the highest quality of service at all the time
- Maintains monitors and prepares guest/group requirements keeping information up to date and relays information as needed
- Attend staff and management meetings as needed and requested
- As well as handling Guest Relation
- Pre-Opening hotel and setting up with a whole Front Office Department
- Plan Budget for Front Office department and Recruitment staff for work
- Engaged with customers in a sincere and friendly manner
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
- Monitored security and handled incidents in a calm and professional manner
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Determined customer needs by asking relevant questions and listening actively to the responses
- Worked with the management team to implement the proper division of responsibilities.
Asst. Front Office Manager
Club Mahindra
TN
2019.06 - 2019.12
Guest Service Leader
Holiday Inn Express Chennai OMR Thoraipakkam
Chennai
2018.08 - 2019.01
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service
- Coordinated with other departments to ensure smooth running of the entire hotel operation
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates
- Conducted staff performance evaluations to monitor progress and individual skills
- Provide consistent, superior customer service when greeting and registering guests
- Deliver resolution to customer problems, such as discounts, adjustments to bills or complimentary rooms to compensate for any inconvenience as directed
- Responsible leader and trainer to front desk team ensuring they are mentored, supported and empowered to provide the highest quality of service at all the time
- Maintains monitors and prepares guest/group requirements keeping information up to date and relays information as needed
- Attend staff and management meetings as needed and requested
- As well as handling Guest Relation
- Pre-Opening hotel and setting up with a whole Front Office Department
- Plan Budget for Front Office department and Recruitment staff for work
- Engaged with customers in a sincere and friendly manner
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
- Monitored security and handled incidents in a calm and professional manner
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Determined customer needs by asking relevant questions and listening actively to the responses
- Worked with the management team to implement the proper division of responsibilities.
Asst. Manager
Park Hyderabad
Chennai
2016.05 - 2017.07
Asst. Duty Manager
Aloft Chennai OMR, IT Expressway
Chennai
2014.03 - 2015.02
Guest Relations Executive
Le Méridien Bangalore
Bengaluru
2010.08 - 2014.03
Guest Service Agent
Leonia Holistic Destination
Hyderabad
2009.03 - 2010.08
Trainee Front Office Assistant
The Gateway Hotel
Vadodara
2008.09 - 2009.01
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution
- Assisted guests with check-ins, check-out and, other inquiries and any additional services needed
- Provided guest assistance, including recommendations for tourist attractions
- Recommended hotel services or amenities that guest may find useful
- Answered guest inquiries and provided information regarding hotel services and amenities
- Maintained consistent positive customer feedback
- Greeted guests upon arrival and offered assistance
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
- Responded to all customer inquiries thoroughly and professionally
- Answered customer telephone calls promptly and in an appropriate manner
- Directed calls to appropriate individuals and departments
- Coordinated between billing department and customers to resolve issues.
Education
H.S.C - Management
Institute of Science and Management, CBSE Board
01.2009
S.S.C -
CBSE Board
01.2006
Skills
- Motivated team player
- Strong work ethic
- POS systems knowledge
- Staff Training and Development
- Goal-oriented
- Quality assurance
- Guest Experience
- Microsoft office
- Relationship Building
Languages
- Hindi
- English
Timeline
Front Office Manager
Four Points By Sheraton Chennai (OMR)
2021.07 - 2024.01
Asst. Front Office Manager
Club Mahindra
2019.06 - 2019.12
Guest Service Leader
Holiday Inn Express Chennai OMR Thoraipakkam
2018.08 - 2019.01
Asst. Manager
Park Hyderabad
2016.05 - 2017.07
Asst. Duty Manager
Aloft Chennai OMR, IT Expressway
2014.03 - 2015.02
Guest Relations Executive
Le Méridien Bangalore
2010.08 - 2014.03
Guest Service Agent
Leonia Holistic Destination
2009.03 - 2010.08
Trainee Front Office Assistant
The Gateway Hotel
2008.09 - 2009.01
H.S.C - Management
Institute of Science and Management, CBSE Board
S.S.C -
CBSE Board
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