Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nitin Yadav

New Delhi

Summary

Dynamic leader with a proven track record at Hotels, adapt in enhancing hospitality services and refining operational procedures. Excelled in employee supervision and customer relations, significantly improving guest satisfaction. Skilled in policy modification and effective planning, demonstrating a 30% increase in team efficiency.

Overview

15
15
years of professional experience

Work History

Front Office Manager

Hotel The Royal Plaza
New Delhi
10.2024 - Current
  • Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
  • Oversaw daily operations of front office, ensuring efficient and effective service delivery.
  • Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Ensured all front office activities complied with legal, regulatory, and company policies.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
  • Conducted regular staff meetings to update team on hotel policies, guest feedback, and objectives.
  • Managing team of 38 front office staff, including hiring, training, and performance evaluations.
  • Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
  • Met budget targets and quality standards by proactively leading team members and monitoring operations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Front Office Manager

Park Inn by Radisson, IP Extension
Delhi
01.2023 - 09.2024
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
  • Oversaw daily operations of front office, ensuring efficient and effective service delivery.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
  • Ensured all front office activities complied with legal, regulatory, and company policies.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
  • Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
  • Conducted regular staff meetings to update team on hotel policies, guest feedback, and objectives.
  • Delegated work to staff, setting priorities and goals.
  • Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
  • Met budget targets and quality standards by proactively leading team members and monitoring operations.

Operations Manager

Poshtel
New Delhi
06.2021 - 01.2023
  • Analyzed and controlled materials, supplies and equipment operational expenses.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Built strong operational teams to meet process and production demands.
  • Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Guided employees on understanding and meeting changing customer needs and expectations.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Produced SOPs to document workplace procedures and optimize productivity through standardization.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Collaborated with team leaders on quality audits.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Managed scheduling, training and inventory control.
  • Presented performance and productivity reports to supervisors.

Front Office Manager

Holiday Inn Express
Gurgaon
03.2019 - 12.2020
  • Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
  • Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
  • Oversaw daily operations of front office, ensuring efficient and effective service delivery.
  • Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Ensured all front office activities complied with legal, regulatory, and company policies.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
  • Conducted regular staff meetings to update team on hotel policies, guest feedback, and objectives.
  • Delegated work to staff, setting priorities and goals.
  • Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
  • Met budget targets and quality standards by proactively leading team members and monitoring operations.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Assistant Front Office Manager

Golden Tulip Suites
Gurgaon
01.2018 - 01.2019
  • Conducted regular staff meetings to communicate goals and solicit feedback.
  • Created and optimized employee schedules for shift coverage.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Developed and maintained a positive working environment, fostering team collaboration.
  • Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
  • Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.

Assistant Front Office Manager

The Grand
New Delhi
01.2017 - 11.2017
  • Conducted regular staff meetings to communicate goals and solicit feedback.
  • Created and optimized employee schedules for shift coverage.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Developed and maintained a positive working environment, fostering team collaboration.
  • Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
  • Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
  • Conducted staff performance evaluations to monitor progress and individual skills.
  • Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
  • Responded promptly to customer inquiries via telephone or email.
  • Monitored guest satisfaction metrics and developed strategies to improve service quality.

Duty Manager

Holiday Inn, Mayur Vihar
New Delhi
03.2014 - 04.2017
  • Liaised with other departments to ensure seamless operations across the organization.
  • Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Took care of customer problem escalated by other staff members.
  • Responded promptly to any emergency situations that arose during shifts.
  • Investigated customer complaints in a timely manner, resolving issues efficiently.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Ensured compliance with local licensing laws and regulations relating to serving alcohol.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.
  • Supervised cash handling procedures, ensuring that all transactions were processed accurately.
  • Coordinated with other department supervisors to ensure smooth workflow and project alignment.
  • Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
  • Provided training sessions for new staff members on company policies and procedures.
  • Prepared and presented reports on team performance, challenges, and achievements to senior management.
  • Responded to customer questions regarding products, prices and availability.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Oversaw inventory management, ensuring adequate stock levels and reducing waste.

Assistant Manager

Hotel The Royal Plaza
New Delhi
05.2013 - 03.2014
  • Coordinated with other departments to ensure smooth flow of operations.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Maintained up-to-date knowledge of company products and services.
  • Resolved conflicts between team members in an effective manner.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Recruited and trained new employees to meet job requirements.
  • Managed customer service inquiries and complaints in a timely manner.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Front Office Executive

The Imperial
New Delhi
02.2012 - 04.2013
  • Supported other departments with tasks as assigned by supervisors or managers.
  • Organized incoming mail and distributed it accordingly.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Welcomed large volume of guests and improved overall customer service.

Front Office Executive

The Lalit
New Delhi
02.2010 - 01.2012
  • Supported other departments with tasks as assigned by supervisors or managers.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Addressed and resolved customer inquiries and complaints, providing high-quality service and maintaining satisfaction.
  • Welcomed large volume of guests and improved overall customer service.
  • Trained new front office staff, providing guidance on company procedures and customer service standards.

Education

Hotel Management - Hotel Management

The Oberoi Centre of Learning & Development
New Delhi
03-2009

High School Diploma -

JD Tytler School
New Delhi
03-2006

Skills

  • Oral and writing communication
  • Policy and procedure modification
  • Reception operations
  • Administrative skills
  • Employee supervision
  • Effective planning

Timeline

Front Office Manager

Hotel The Royal Plaza
10.2024 - Current

Front Office Manager

Park Inn by Radisson, IP Extension
01.2023 - 09.2024

Operations Manager

Poshtel
06.2021 - 01.2023

Front Office Manager

Holiday Inn Express
03.2019 - 12.2020

Assistant Front Office Manager

Golden Tulip Suites
01.2018 - 01.2019

Assistant Front Office Manager

The Grand
01.2017 - 11.2017

Duty Manager

Holiday Inn, Mayur Vihar
03.2014 - 04.2017

Assistant Manager

Hotel The Royal Plaza
05.2013 - 03.2014

Front Office Executive

The Imperial
02.2012 - 04.2013

Front Office Executive

The Lalit
02.2010 - 01.2012

Hotel Management - Hotel Management

The Oberoi Centre of Learning & Development

High School Diploma -

JD Tytler School

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Nitin Yadav