Pankaj Kumar Singh
Varanasi
Summary
My objective is to learn and deliver my duties for effective functioning of organization and for the betterment of the company in any circumstances.
Hospitality and sales professional
Overview
15
15
years of professional experience
Work History
Operations Manager
Hotel Shivoy Grand
Varanasi
11.2023 - Current
- Managed daily hotel operations to ensure seamless guest experiences.
- Supervised staff training and development to enhance service quality.
- Coordinated maintenance schedules for facilities and equipment upkeep.
- Implemented inventory control systems for efficient resource management.
- Developed operational policies to improve workflow and efficiency.
- Oversaw budgeting processes to manage departmental expenses effectively.
- Facilitated communication between departments to streamline operations.
- Conducted regular inspections to maintain high cleanliness standards throughout the hotel.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Developed and implemented operational procedures to ensure quality standards are met.
- Responded to information requests from superiors, providing specific documentation.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Connected with clients and developed strategies to achieve sales and customer service goals.
- Planned delivery routing, team workflows, and promotional initiatives.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Structured HR consulting services to support clients during organizational developments and changes.
Front Office Manager
Hotel The India
Varanasi
03.2018 - 09.2023
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.
- Ensure that personalized service is offered to each and every guest.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare monthly and daily revenue report and circulate to all HOD's.
- Prepare Room revenue and occupancy forecast take action on rate strategies.
- Integrates and trains employees, providing support for skills development.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensures that the workplace remains clean and tidy.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Have a good knowledge of all systems and standard operating procedures of front office.
- Ensures that guest documentation and information is available and up-to-date.
Reservation Supervisor
Hotel Radisson
Varanasi
03.2017 - 09.2017
- Started as reservation assistant in Radisson Hotel Varanasi.
- Coordinate with front desk and ensure response to all special guest requests and make all reservations appropriately for all guests.
- Develop and evaluate sales call in appropriate and responsible manner.
- Managing online channels and inventory i.e. on (Make My Trip, Travel guru, Clear trip, Booking.com, Agoda).
- Liaising with central reservations to communicate new rate plans and promotions.
- Handling of correspondences, sorted-out letters, telexes, fax, cables and mails.
- Review arrival report daily.
- Ensure special handling of repeats guest and very VIP guest.
- Reviews no-show and cancelled reservations and processes charges according to hotel's policy.
- Identify new markets and business opportunities and increase sales.
Front Office Supervisor
Hotel The Clark's
Varanasi
12.2016 - 03.2017
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.
- Ensure that personalized service is offered to each and every guest.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare monthly and daily revenue report and circulate to all HOD's.
- Prepare Room revenue and occupancy forecast take action on rate strategies.
- Integrates and trains employees, providing support for skills development.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensures that the workplace remains clean and tidy.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Have a good knowledge of all systems and standard operating procedures of front office.
- Ensures that guest documentation and information is available and up-to-date.
Front Office Executive
Hotel Pallvi 'aVIDA
Navi Mumbai
02.2014 - 11.2016
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.
- Ensure that personalized service is offered to each and every guest.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the management of debtors, group and individual guest invoicing and cash operations.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Prepare monthly and daily revenue report and circulate to all HOD's.
- Prepare Room revenue and occupancy forecast take action on rate strategies.
- Integrates and trains employees, providing support for skills development.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.
- Ensures that the workplace remains clean and tidy.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- Have a good knowledge of all systems and standard operating procedures of front office.
- Ensures that guest documentation and information is available and up-to-date.
Front Office Executive and Cashier
Hotel Tip Top Plaza
Mumbai
01.2011 - 01.2014
- Handling Room Reservation, Registration, Check In & Check Out.
- Dealing with all kind of Computer Operation.
- Handling all type of Major Credit & Debit Card Operation.
- Handles cash.
- Preparing Hotel Reports.
- Follow up on all deposit dues/deposit to be paid.
- Post charges to guest accounts.
- Handles paid-outs.
- Transfer guest balances to other accounts as required.
- Completes guest check-out procedures.
- Settles guest accounts.
- Dispenses guest records after the guest checkout.
- Posts non-guest ledger payments.
- Makes discount adjustments.
- Disperses guest record upon check-out.
- Balances department totals at the close of the shift.
- Balances cash at the close of the shift.
- Manages safe deposit boxes.
Education
Bachelor - B.Com
Maharashtra University
(10+2) -
New English School
Navi Mumbai, Maharashtra10th -
St. Mary's School
Ahmadabad, GujaratSkills
- Team Management
- Fluent English
- Telephonic Ethics
- Self-Motivated
- Service Orientation
- Guest Handling
- Computer Proficiency
- MS-Word
- PowerPoint
- Excel
- Opera PMS
- Fortune NEXT6I (IDS)
- Check Inn
- Hotel Manager System
- Operations management
- Staff training
- Problem solving
- Customer relationship management (CRM)
- Client relationships
Hobbies and Interests
- Meeting and Interacting new people
- Playing team sports
- Travelling
Disclaimer
I, Pankaj Kumar Singh, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Personal Information
Date of Birth: 05/01/84
About Me
15 Years, My objective is to learn and deliver my duties for effective functioning of organization and for the betterment of the company in any circumstances.
Timeline
Operations Manager
Hotel Shivoy Grand
11.2023 - Current
Front Office Manager
Hotel The India
03.2018 - 09.2023
Reservation Supervisor
Hotel Radisson
03.2017 - 09.2017
Front Office Supervisor
Hotel The Clark's
12.2016 - 03.2017
Front Office Executive
Hotel Pallvi 'aVIDA
02.2014 - 11.2016
Front Office Executive and Cashier
Hotel Tip Top Plaza
01.2011 - 01.2014
Bachelor - B.Com
Maharashtra University
(10+2) -
New English School
10th -
St. Mary's School