PRABUDDHA MUKHERJEE
Hotelier
Kolkata
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
7
7
years of professional experience
Work History
Complex Duty Manager
Novotel & Ibis Bengaluru Outer Ring Road
2023.04 - Current
- Implemented new procedures to optimize workflow efficiency within the front desk team.
- Assisted in the development of sales initiatives to increase hotel revenue, including upselling techniques and promotional packages.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Assisted in budget planning and forecasting activities to support effective financial management within the department.
- Enhanced team performance by providing ongoing training, feedback, and training opportunities for team members.
- Improved guest satisfaction by promptly addressing and resolving their concerns and complaints.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Co-ordinate with other department managers to develop strategies for improving overall hotel operations and guest experiences.
- Facilitated open communication among team members by conducting regular departmental briefings and encouraging constructive feedback sharing within the group.
- Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Trained team members in essential job functions.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Developed and implemented new procedures and policies to improve operational productivity.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Assistant Manager Front Desk& Front Desk Executive
The Westin Sohna Resort & Spa
2021.11 - 2023.04
- Conducting daily departmental briefings and provides input for regular front office meetings
- Ensure guest receive prompt attention and personal recognition throughout the stay
- Supervises, directs and supports Reception, Concierge, Guest Relation and Reservation team
- Responsible to meet Guest Loyalty Program & Membership targets in coordination with team and maintaining database.
- Use Up-selling concept to push the ADR forward ad exceeding the budget in rooms & hotel revenue
- Creating and implementing Standard Operating Procedures for Sub sections of the department
- Responsible to maintain Guest Voice Scores of the organization in coordination with the team
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Responsible to maintain all Brand Standard Scores for Front Office Team
- Root cause analysis of every negative feedback
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Defined clear targets and objectives and communicated to other team members.
- Contributed to a positive work environment by effectively communicating with team members across departments.
- Processed financial transactions accurately, balancing cash drawers daily and managing invoices.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store
Front Office Associate
Fairfield By Marriott
2020.03 - 2021.11
- Attending daily departmental briefing and provides inputs for regular Front Office meetings
- Greeted guests warmly upon arrival and provided a seamless registration process, setting the tone for an enjoyable stay.
- Trained new front office associates in hotel policies, software usage, and customer service best practices.
- Contributed to revenue growth by promoting hotel services, facilities, and nearby attractions.
- Assisted guests with special requests, ensuring their needs were met and exceeding expectations.
- Maintained accurate financial records through diligent cash handling, daily reconciliations, and report generation.
- Answered calls to take messages or redirect calls to appropriate colleagues.
- Daily Rooming (VIP, Group, FIT)
- Screening of day to day Arrivals and Departures
- Assisting Reception to close of day to day work
- Checks Billing Instructions and monitor guests credits
- Handling Night Audit and preparing Pre & Post Audit Reports
- Implement new ideas to maintain Guest Voice Score of the Brand
- Implement new ideas to meet the daily Enrolment Targets
- Maintaining all Brand Standard Scores for Front Office
- Updating of Guest Profile and submitting C-Forms for foreign nationals.
Guest Service Associate
The Lalit Great Eastern
2018.05 - 2020.03
- Screening of day to day Arrivals and Departures
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Daily Rooming (VIP, Group, FIT)
- Actively participated in regular departmental briefings to discuss improvements in daily operations.
- Using Upselling Concept to increase the revenue of the Hotel
- Assisted guests with booking reservations, resulting in higher occupancy rates.
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Provided personalized recommendations for local attractions, enhancing guests'' overall experience.
- Coordinated with housekeeping staff to ensure timely room availability for incoming guests.
- Handled phone inquiries professionally, contributing to increased bookings and repeat customers.
- Assisting Reception to close of day to day work
- Checks Billing Instructions and monitor guests credits
- Handling Night Audit and preparing Pre & Post Audit Reports
- Implement new ideas to maintain Guest Voice Score of the Brand
- Implement new ideas to meet our daily Enrolment Targets
- Maintaining all Brand Standard Scores for Front Office
- Handling Daily Cash Closure as per Brand Standard
- Updating of Guest Profile and submitting C-Forms for foreign nationals.
Industrial Trainee
The Lalit
2017.06 - 2017.11
- Successfully completed 5 month of Industrial Training
- Acclimatized myself with working in different departments during the course of my internship.
- Participated in continuous improvement initiatives that led to enhanced operational performance and cost reductions.
Education
Bachelor in Hotel management -
Indian Institute of Hotel Management
2016.06 - 2018.04
ISC Board - undefined
Kolkata
ICSE Board - undefined
Kolkata
Skills
Operations Management
Achievements
- Awarded with the " Care for Business" at The Westin Sohna Resort & Spa for achieving highest upsell figure.
- Awarded with the " Best Departmental Trainer" at The Westin Sohna Resort & Spa.
- Graduated with the " Executive Development Program" at Marriott International.
- Awarded with the " Pearl of the Year " at Fairfield by Marriott for achieving highest score in Guest Voice
- Awarded with the " Highest Marriott Bonvoy Enrolment" at Fairfield by Marriott for achieving highest enrolment figure.
- Awarded with the " Associate of the Month" thrice at The Lalit Great Eastern for outstanding overall performance.
Languages
English
Hindi
Hindi
Timeline
Complex Duty Manager
Novotel & Ibis Bengaluru Outer Ring Road
2023.04 - Current
Assistant Manager Front Desk& Front Desk Executive
The Westin Sohna Resort & Spa
2021.11 - 2023.04
Front Office Associate
Fairfield By Marriott
2020.03 - 2021.11
Guest Service Associate
The Lalit Great Eastern
2018.05 - 2020.03
Industrial Trainee
The Lalit
2017.06 - 2017.11
Bachelor in Hotel management -
Indian Institute of Hotel Management
2016.06 - 2018.04
ISC Board - undefined
Kolkata
ICSE Board - undefined
Kolkata
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