Moumita Chatterjee
Gurugram
Summary
Results-driven Front Desk Manager with 13 years of experience in hospitality and customer service. Expertise in optimizing guest experiences and managing front desk operations in high-volume settings. Proven ability to lead teams, enhance communication, and solve problems effectively, contributing to improved customer satisfaction through strong guest relations and efficient operational management.
Overview
15
15
years of professional experience
Work History
Assistant Front Office Manager
Hilton Gurugram Banni City Centre
Gurugram
10.2025 - Current
- Assisted in managing front office operations and guest services at a premier hotel.
- Coordinated team schedules to ensure adequate front desk coverage and support.
- Streamlined check-in and check-out processes to enhance guest satisfaction.
- Trained new staff on customer service standards and hotel protocols.
- Handled guest inquiries and resolved issues to maintain service excellence.
- Collaborated with housekeeping to ensure room readiness for arriving guests.
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Provided leadership by setting an example for other employees to follow.
- Investigated customer complaints and took corrective action when necessary.
- Maintained accurate records of guest accounts using property management system.
- Participated in recruitment activities such as interviewing potential candidates.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Developed strategies for improving customer satisfaction ratings.
- Ensured all front office activities complied with legal, regulatory, and company policies.
- Developed and maintained a positive working environment, fostering team collaboration.
Front Desk Manager
Conrad Bengaluru
Bengaluru
08.2024 - 09.2025
- Managed front desk operations and coordinated guest check-ins and check-outs.
- Oversaw staff scheduling to ensure adequate coverage at all times.
- Handled guest inquiries and resolved issues with professionalism and efficiency.
- Trained new front desk associates on procedures and systems.
- Maintained accurate records of reservations, cancellations, and billing information.
- Collaborated with housekeeping to ensure rooms met guest expectations.
- Monitored lobby appearance and ensured a welcoming atmosphere for guests.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Oversaw cash and credit card payment transactions at the front desk.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Mentored new staff on correct procedures, compliance requirements, and performance strategies.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Maintained important files, running reports, and delivering updates on occupancy and revenue.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
Complex Duty Manager
Hilton and Hilton Garden Inn Manyata Tech Park
Bengaluru
05.2023 - 08.2024
- Supervised daily operations to ensure smooth service and guest satisfaction.
- Coordinated staff schedules to meet operational needs and optimize team performance.
- Managed guest complaints effectively, providing timely resolutions and support.
- Trained new employees on hotel policies, procedures, and customer service standards.
- Assisted in inventory management, ensuring adequate supplies for daily operations.
- Implemented training sessions focused on enhancing team communication and efficiency.
- Collaborated with departmental heads to streamline workflows and improve service delivery.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Responded promptly to any emergency situations that arose during shifts.
- Created positive work environment for employees and delivered exceptional customer service.
- Collaborated with upper management to improve productivity of operations.
- Reviewed customer feedback surveys in order to identify areas for improvement.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Took care of customer problem escalated by other staff members.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
Duty Manager
Holiday Inn Racecourse
Bengaluru
10.2021 - 07.2024
- Managed daily operations and coordinated team schedules.
- Trained staff on customer service standards and procedures.
- Oversaw inventory management and supply ordering processes.
- Resolved customer complaints and handled escalated issues promptly.
- Implemented operational improvements to enhance efficiency.
- Assisted in staff recruitment and onboarding processes.
- Provided training sessions for new staff members on company policies and procedures.
- Conducted regular inventory checks to ensure adequate stock levels were maintained at all times.
- Reviewed customer feedback surveys in order to identify areas for improvement.
- Liaised with other departments to ensure seamless operations across the organization.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
Duty Manager
Royal Orchid Central
Bengaluru
07.2019 - 10.2020
- Managed daily operations and coordinated team schedules.
- Trained staff on customer service standards and procedures.
- Oversaw inventory management and supply ordering processes.
- Resolved customer complaints and handled escalated issues promptly.
- Provided training sessions for new staff members on company policies and procedures.
- Took care of customer problem escalated by other staff members.
- Implemented quality assurance measures in order to maintain high standards of service delivery.
- Liaised with other departments to ensure seamless operations across the organization.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Acted as a liaison between upper management and staff, facilitating open communication.
Guest Relation Executive
The Golkonda Hyderabad
Hyderabad
11.2018 - 06.2019
- Managed VIP guest arrivals and departures, allocating rooms per preferences.
- Facilitated guest feedback surveys to pinpoint customer service improvement areas.
- Monitored Guest Relations team operations to achieve customer satisfaction goals.
- Handled guest complaints efficiently, escalating issues to duty manager when necessary.
- Ensured in-room check-in for VIP guests, with amenities arranged appropriately.
- Maintained comprehensive guest records, updating preferences in profiles.
- Prepared special occasion amenities to enhance memorable experiences during stays.
- Circulated long-staying guest preferences to departments for personalized service.
Front Office Team Leader
The Lalit Great Eastern Kolkata
Kolkata
12.2016 - 10.2018
- 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.
- Managed VIP guests' arrivals and departures, and allocated rooms as per preference.
- Providing information regarding the hotel, town attractions, activities, etc.
- Check on VIP reservations, and complete their preregistration formalities.
- Maintain all guest folios in the manner instructed, and type out necessary guest preferences in the appropriate fields on the profile.
- Coordinate with housekeeping for the clearing of rooms.
- Collect guest feedback during guest departure, along with their likes and dislikes.
Customer Experience Agent
Quatar Airways
Quatar
05.2014 - 10.2016
- Assisting flawlessly through check-in procedure of VIP guests and Elite Customers.
- Documents check, i.e., emigration, regulatory, and customs requirements for traveling to international destinations.
- Boarding customers, and issuing flight manifests and other required documents at the aircraft.
- Good problem-solving skills, especially in high-pressure situations.
- Assist misconnected and rerouted passengers during irregular operations; issue travel and hotel vouchers to displaced passengers on overbooked or canceled flights.
- Organizing hotels and accommodations for premium customers in the case of delays and cancellations of flights.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized various software and tools to streamline processes and optimize performance.
Airport Service Agent & Departure Control
Indigo Airlines, (Inter Glove Aviation PVT LTD)
Kolkata
10.2010 - 09.2013
- Checking in of passengers, managing counters as counter supervisor.
- Coordinate with the 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 the gate, and assigned seats.
- Managing arrivals of flights with mishandling cases of baggage.
- Endow with a remedy for customer satisfaction.
- Monitored the route and weather conditions of destinations, relating information to base dispatch.
- Collaborated with ramp crews before flights to ensure safety and operational guidelines are adhered to.
Education
Bachelor of Commerce -
Sir Gurudas Mahavidyalaya (Calcutta University)
Kolkata08-2009
High School Diploma -
ICSE
Kolkata04-2006
Secondery -
ICSE
Kolkata04-2003
Skills
- Guest services
- Front desk operations
- Problem resolution
- Staff training
- Customer relationship management
- Flexibility in planning
- Upselling and cross-selling
- Guest service excellence
- Expertise in handling VIP arrival movements
- Team organization and delegation abilities, leadership, and motivation techniques
- Multitasking efficiency and process enhancement, quality control measures in administration
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Bengali
Native
Native
Accomplishments
Guest Service Champion- Lalit Great Eastern Kolkata- 2017
Timeline
Assistant Front Office Manager
Hilton Gurugram Banni City Centre
10.2025 - Current
Front Desk Manager
Conrad Bengaluru
08.2024 - 09.2025
Complex Duty Manager
Hilton and Hilton Garden Inn Manyata Tech Park
05.2023 - 08.2024
Duty Manager
Holiday Inn Racecourse
10.2021 - 07.2024
Duty Manager
Royal Orchid Central
07.2019 - 10.2020
Guest Relation Executive
The Golkonda Hyderabad
11.2018 - 06.2019
Front Office Team Leader
The Lalit Great Eastern Kolkata
12.2016 - 10.2018
Customer Experience Agent
Quatar Airways
05.2014 - 10.2016
Airport Service Agent & Departure Control
Indigo Airlines, (Inter Glove Aviation PVT LTD)
10.2010 - 09.2013
Bachelor of Commerce -
Sir Gurudas Mahavidyalaya (Calcutta University)
High School Diploma -
ICSE
Secondery -
ICSE