Microsoft Basic
Moumita Chatterjee
Complex Duty Manager
Bengaluru
Summary
Competent Duty Manager effective at handling front desk operations in fast-paced, high-volume environments. Skilled in managing people, assigned goals and administrative operations. Offering 13 years of experience and dedication to in hospitality.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Complex Duty Manager
Hilton & Hilton Garden Inn Manyata Business Park
2023.05 - Current
- Checks on registration cards of arriving guests and ensures all information should be filled on PMS
- Keep a track on maintaining correct details about foreign national arrivals as per FRRO procedure .
- Maintained positive guest relations by addressing problems head-on and implementing successful corrective actions.
- Developed and implemented useful strategies to increase sales and customer satisfaction.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within group.
- Maintained professional demeanor by staying calm when addressing unhappy customers.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction by educating about loyalty program for company and sharing benefits .
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members .
- Setting monthly Training Calendar and keep track on training sessions as a departmental trainer .
- Established performance goals for employees on Upselling , Feedback acquiring , enrollment target to increase loyally programme to reaching those milestones.
- Assisting to increase hotel revenue by setting upselling goal through FPG programme of Hilton and training team with upselling techniques and promotional packages to offer guest .
- Maintaining safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Keeping daily checks on High Balance , Allowance and Petty cash vouchers
- Group Master and House account tracking and coordinating with other department for timely closure by MOD.
- Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Served as primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Handled escalated guest issues with diplomacy, ensuring satisfactory resolution while preserving long-term relationships with guest .
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
Duty Manager
Holiday inn Racecourse Bangalore
2021.10 - 2023.04
- Handle guest grievances, guests inquire, other related problems
- Assigns and Approves Duty roster for all Front desk staffs
- Checks on registration cards of arriving guests and ensures all information should be filled on each card and as well as in software used by company
- Sharing details to Night Reception, during high occupancy periods, regarding: walk-in guests and release room blocked because of no-shows along with early departure and arrival timing.
- Maintaining documents for allowances, discounts as required by Finance Department.
- Ensuring enroot the Trip Advisor Ranking daily basis and along with maintaining the review pro
- Management of VIP guests, arrivals and departures and allocating rooms as per preference
- Night Audit Process along will require revenue reports are filled
- Ensure the in room check in for VIP Guest and ensure amenities placed accordingly
- Train new hires and as well exiting team members
- Address employee grievances & responsible for performance management including one on one coach & counsel sessions, maintaining performance logs to assist Front Office Manager .
- Ensure Staff performance are being monitored and they are working within the policy and procedure set by the management
Duty Manager
Royal Orchid Central Bengaluru
2019.07 - 2020.10
- Meet the guest and resolve the grievances to enhance the guest satisfaction
- Checks on registration cards of arriving guests and ensures all information should be filled on each card and as well as in software used by company.
- Ensure the room has been allocated and all the preferences have been met as per availability
- Management of VIP guests, arrivals and departures and allocating rooms as per preference & ensure amenities placed accordingly
- Uphold and enforce company policies and procedure and implement new processes as instructed by Company as per SOP .
- Perform general office duties (sending/answering emails, phone calls)
- Build and maintain positive customer relationship
- Every training conducting for team members for flawless operation.
- Maintain open lines of communication between all departments.
Guest Relation Executive
The Golkonda Hotel
2018.11 - 2019.06
- Management of VIP guests, arrivals and departures and allocating rooms as per preference
- Ensure the in room check in for VIP Guest and ensure amenities placed accordingly
- Handling guest complaints and concerns in an efficiently and raising to concerned to duty manager in case of escalation .
- Maintain all guest folios necessary guest preferences to the appropriate fields on the profile
- Maintaining Long Staying guest preferences and circulate to departments accordingly
- Maintaining single lady Arrival Pre-Registration formalities until fond farewell
- Preparing guest special occasions amenities for a memorable experience during stay
- Ensuring enroot the Trip Advisor and OTA Ranking daily basis
Team Leader
The Lalit Great Eastern
2016.12 - 2018.10
- Greets, registers, assigns rooms to guests, responsible for proper key control and security measures
- Transmits and receives telephone messages and sets up guests’ wake-up calls
- Computes bill, collects payment, and makes change for guests
- Handling guest complaints and concerns in an efficient and timely manner
- Management of VIP guests, arrivals and departures and allocating rooms as per preference
- Providing information regarding the Hotel, town attractions, activities etc
- Check on VIP reservations, complete their pre-registration formalities
- Maintain up-to date information on room rates, current promotions, offers and packages
- Maintain all guest folios in the manner instructed and type out necessary guest preferences to the appropriate fields on the profile
- Co-ordinate with housekeeping for clearing of rooms
- Collect Guest feedback during guest departure along with his likes and dislikes.
Customer Experience
Qatar Airways
2014.05 - 2016.10
- Assisting flawlessly through check-in procedure of VIP guests and Elite Customers
- Documents check i.e.; emigration regulatory and customs requirements for travelling international destinations
- Boarding Customers and issuing flight manifest and other required documents at aircraft
- Good problem-solving skills especially in high-pressure situation
- Assist misconnected and rerouted passengers during irregular operations; issue travel and hotel vouchers to displaced passengers on overbooked or cancelled flights
- Organizing hotels and accommodation for premium customers in case of delays and cancellations of flights.
Guest Service Associate
Hyatt Regency
2013.12 - 2014.04
- Maintained an updated database of guest check-ins checkouts and fees
- Maintain inventory of vacancies reservations and room assignments
- To promote loyalty amongst a broad range of customers
- Maintained an updated database of guest check-ins checkouts and fees
- Reviewed daily listings of reservations to look for and correct booking errors
- Ensured that special accommodations were made for guests when appropriate
- Maintained an updated inventory of front office supplies.
Airport Service Agent & Departure Control
Indigo Airlines (InterGlobe Aviation Pvt. Ltd)
2010.10 - 2013.09
- Checking-in of passengers, counters Managing as counter supervisor
- Coordinate with Duty Manager to determine staffing needs for gate and ground operations, including ticket counters and baggage services
- Processed tickets, checked baggage and monitored carry-on baggage for size and quantity, collected checked baggage fees at gate, and assigned seats
- Managing Arrivals of Flight with Mishandling Cases of baggage
- Endow with remedy for customer satisfaction
- Monitored in route and weather origin conditions of destinations relating information to base dispatch
- Collaborated with ramp crews before flights to ensure safety and operational guidelines are adhered.
Education
B.com Graduate - Bachelor of Commerce
Sir Gurudas Mahavidyalaya (Calcutta University)
Kolkata 2006.06 - 2009.08
Higher Secondary -
ISCE
Kolkata 2005.04 - 2006.04
Secondary -
ICSE (10th Standard)
Kolkata 2002.04 - 2003.04
Skills
Leisure Time
Listening Music & Travelling
Personal Information
- Date of Birth: 09/25/86
- Gender: Female
- Nationality: Indian
Software
Opera
IDS
HOTOLOGIX
ONQ
Timeline
Complex Duty Manager
Hilton & Hilton Garden Inn Manyata Business Park
2023.05 - Current
Duty Manager
Holiday inn Racecourse Bangalore
2021.10 - 2023.04
Duty Manager
Royal Orchid Central Bengaluru
2019.07 - 2020.10
Guest Relation Executive
The Golkonda Hotel
2018.11 - 2019.06
Team Leader
The Lalit Great Eastern
2016.12 - 2018.10
Customer Experience
Qatar Airways
2014.05 - 2016.10
Guest Service Associate
Hyatt Regency
2013.12 - 2014.04
Airport Service Agent & Departure Control
Indigo Airlines (InterGlobe Aviation Pvt. Ltd)
2010.10 - 2013.09
B.com Graduate - Bachelor of Commerce
Sir Gurudas Mahavidyalaya (Calcutta University)
2006.06 - 2009.08
Higher Secondary -
ISCE
2005.04 - 2006.04
Secondary -
ICSE (10th Standard)
2002.04 - 2003.04
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