Manoj Kumar
Shimla
Summary
- A focused professional with a zeal to make a winning career in Front Office, with over 13+ years of experience in hotel operations, along with training and development.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Front Office Manager
The Manor Luxury Apartments
05.2024 - Current
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Front Office Manager
Best Western Plus
09.2023 - 03.2024
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Trained employees through day-to-day work and complex problems.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Front Office Manager
Cassia Resort
06.2022 - 08.2023
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Assistant Front Office Manager
Larisa Hotels & Resorts
08.2019 - 05.2022
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
Duty Manager
Royal Orchid
01.2019 - 07.2019
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
Front Office Supervisor
Oberoi Hotel & Resorts
07.2014 - 12.2017
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
Front Office Associate
Oberoi Hotel & Resorts
10.2010 - 06.2014
- Handled guest complaints professionally, resolving issues quickly to maintain positive relationships.
- Greeted guests warmly upon arrival and provided a seamless registration process, setting the tone for an enjoyable stay.
- Managed reservation system, accurately inputting bookings and managing cancellations or changes.
- Assisted guests with special requests, ensuring their needs were met and exceeding expectations.
- Developed strong relationships with returning guests through attentive service and genuine engagement during each visit.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Bachelor of Hotel Management -
Mangalore University
Skills
- Leadership Ability
- Yield Management
- Problem Solving
- Revenue Management
- Interpersonal Skills
- Attention to Detail
- Training and Development
Certification
- Certified Departmental Trainer, Oberoi Hotel & Resorts
- 100% in two Leading Quality Assurance Audits, Oberoi Hotels & Resorts
- Highest audit score in Company Standard Audit for the property, Best Western Plus
Softwareknowledge
- OPERA PMS, 7 years
- IDS PMS, 18 months
- Hotelogix PMS, 3 years
- Prologix & Djubo PMS, 14 months
Languages
Hindi
English
Hobbies and Interests
- Movies - War, Mystery, Spy Thriller, Sc-Fi
- Football
- Long Drives
- Technology
Timeline
Front Office Manager
The Manor Luxury Apartments
05.2024 - Current
Front Office Manager
Best Western Plus
09.2023 - 03.2024
Front Office Manager
Cassia Resort
06.2022 - 08.2023
Assistant Front Office Manager
Larisa Hotels & Resorts
08.2019 - 05.2022
Duty Manager
Royal Orchid
01.2019 - 07.2019
Front Office Supervisor
Oberoi Hotel & Resorts
07.2014 - 12.2017
Front Office Associate
Oberoi Hotel & Resorts
10.2010 - 06.2014
Bachelor of Hotel Management -
Mangalore University
- Certified Departmental Trainer, Oberoi Hotel & Resorts
- 100% in two Leading Quality Assurance Audits, Oberoi Hotels & Resorts
- Highest audit score in Company Standard Audit for the property, Best Western Plus
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