MRITUNJAY BHARDWAJ
Product Support Analyst | Front Office Professional
Bangalore
Summary
Dynamic Front Office Leader and Product Support Specialist with over 7 years of experience in hospitality and customer support. Expertise includes guest service, front office operations, product workflows, and comprehensive problem resolution. Recognized for fostering collaboration among hotel teams and enhancing VIP guest satisfaction through effective issue management and a commitment to service excellence. Instrumental in achieving accolades for Four Points by Sheraton as the Best Select Service Hotel in APEC and received the Executive of the Month award for managing high-profile events while leading, training, and inspiring teams to consistently deliver exceptional service.
Overview
7
7
years of professional experience
Work History
Product Support Analyst (HMS Team)
Infor
07.2025 - Current
- Supported global hotel clients with guest-facing operations, customer support, and product workflows.
- Handled escalations with professionalism, ensuring service recovery and guest satisfaction.
- Provided end-to-end support for product functions, improving operational efficiency.
- Achieved consistent positive client feedback and maintained high service standards.
Assistant Front Desk Manager
Aloft Outer Ring Road
12.2024 - 06.2025
- Directed daily front office operations, ensuring adherence to brand standards, efficient check-in/out processes, and a 97% guest satisfaction rate.
- Coached front desk associates, leading to a 15% improvement in service delivery and employee engagement.
- Collaborated with Revenue and Sales teams to optimize room allocations, achieving 90%+ occupancy and increasing high-category room sales.
- Maintained full compliance with credit and billing policies, achieving zero discrepancies in daily audits.
- Managed VIP and VVIP guest experiences for corporate accounts, personally resolving high-impact service issues with professionalism and empathy.
- Conducted shift briefings, performance reviews, and recognition initiatives, fostering a collaborative team culture.
- Analysed guest feedback, identified trends, and implemented action plans that improved satisfaction scores by 3% within 2 months.
- Generated and reviewed daily, weekly, and monthly performance reports to support Front Office Manager in strategic decision-making.
Assistant Front Desk Manager
Four Points by Sheraton
10.2022 - 10.2024
- Supervised all aspects of front office operations including Bell Desk, Switchboard, and Guest Services.
- Developed staff schedules, conducted training and recognition programs, and ensured coverage across shifts.
- Acted as the liaison between departments to resolve guest issues promptly and uphold the hotel’s service promise.
- Led initiatives in upgrading rooms and services, resulting in a 15% revenue increase over 6 months.
- Assisted with PMS (Opera) upgrades and managed system downtime effectively to maintain seamless operations.
- Implemented corrective actions based on guest satisfaction surveys and comment cards.
- Handled crisis situations including overbookings and service recovery, preserving guest loyalty and brand status.
Front Office Executive
Four Points by Sheraton
12.2021 - 10.2022
- Provided operational support across reception, administration, concierge, and bell desk during high traffic periods.
- Decision making during emergencies, implementing written SOPs to ensure guest and staff safety.
- Coordinated room allocations, modifications, and cancellations, supporting high occupancy targets.
- Facilitated communication between front desk and other departments for continuous improvement.
- Recognized as “Executive of the Month” for handling and billing for large-scale events.
Front Office Associate
Marriott Hotel Whitefield
02.2019 - 12.2021
- Delivered exceptional guest service during check-ins and check-outs, ensuring seamless customer service.
- Managed VIP arrivals, provided local recommendations, and ensured personalized guest experience.
- Maintained front office administrative efficiency, including documentation, supplies, and compliance tasks.
- Monitor and supported team during PMS issues and collaborated cross-departmentally to uphold Marriott service standards.
Education
MBA - International Business Management
Jaipur National University
Jaipur, India01.2022
Bachelor of Science - Hospitality and Hotel Management
Chandigarh University
Mohali, India 04.2001 -
Skills
- Hospitality service management
- Reception operations coordination
- Training and billing coordination
- Reporting and MIS analysis
- Emergency management
- Interdepartmental communication
- Sales growth strategy
- Conflict resolution across departments
- Experienced with MS Office applications
- Experienced with Opera property management system
- Effective communication
- Operational strategy
- Innovative product strategy
- Efficiency improvement
Certifications
- STCW : International Convention on Standards of Training, Certification and Watchkeeping for Seafarers
- STSDSD : Security Training for Seafarers with Designated Security Duties
- EMBARK : Introduction to Leadership (Marriott International)
- Certified Departmental Trainer (Marriott International)
Timeline
Product Support Analyst (HMS Team)
Infor
07.2025 - Current
Assistant Front Desk Manager
Aloft Outer Ring Road
12.2024 - 06.2025
Assistant Front Desk Manager
Four Points by Sheraton
10.2022 - 10.2024
Front Office Executive
Four Points by Sheraton
12.2021 - 10.2022
Front Office Associate
Marriott Hotel Whitefield
02.2019 - 12.2021
Bachelor of Science - Hospitality and Hotel Management
Chandigarh University
04.2001 -
MBA - International Business Management
Jaipur National University