RAHUL SINGH
House No- 285 C Block P- 3 Greater Noida
Summary
Front Office Manager with proven track record in enhancing productivity and operational efficiency. Expertise in guest relations, staff training, and schedule management, leading to improved customer satisfaction ratings. Strong communication and leadership skills facilitate effective team coordination in fast-paced environments. Demonstrated success in implementing innovative solutions that drive organizational improvements and maintain high quality standards.
Overview
16
16
years of professional experience
Work History
Guest Service Manager
The Ascott Limited 140 Keys
Gurugram
10.2023 - Current
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
- Conducted regular performance reviews for guest service staff members.
- Gathered feedback from customers through surveys or other methods to measure satisfaction levels.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Delegated work to staff, setting priorities and goals.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Verified customer credit to establish payment method for accommodations.
- Analyzed customer feedback to identify areas for improvement in services offered.
- Created reports on daily transactions and sales activity for management review.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Monitored customer service operations to ensure quality standards were met.
- Monitored reservations to track incoming parties and special events.
- Collaborated with other departments within the organization to ensure smooth functioning of operations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Front Office Manager
FNP Weddings & Events 82 Keys
Greater Noida
03.2023 - 07.2023
- Facilitated staff training programs on customer service, software use, and emergency procedures.
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Supervised night audit process including reviewing reports for accuracy.
- Implemented loyalty programs and promotional offers to retain and attract guests.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
Front Office Manager
Holiday Inn 190 Keys
Lucknow
02.2021 - 05.2021
- Collaborated with cross-functional teams to meet organizational objectives.
- Coordinated interdepartmental efforts to ensure seamless operational processes.
- Developed strategies to strengthen customer loyalty programs and increase sales opportunities.
- Recruited and trained new employees to fulfill specific job requirements.
- Conducted staff training on customer service, software applications, and emergency protocols.
Front Office Manager
Citrus Hotels & Resorts 120 Keys
Ghazibad
03.2019 - 01.2021
Asst. Front Office Manager
Lemon Tree Hotels 62 Keys
Gurugram
11.2018 - 03.2019
Asst Front Office Manager
Country Inn & Suites by Radisson 87 Keys
Meerut
10.2016 - 10.2018
Duty Manager
PICCADILY HOTELS PRIVATE LIMITED 228 Keys
New Delhi
11.2015 - 09.2017
Reservation Executive
Fortune Park Hotels Ltd 50 Keys
Ghaziabad
04.2014 - 09.2016
Front Office Supervisor
IHG Hotels & Resorts 398 Keys
Greater Noida
12.2011 - 09.2013
Front Office Assistant
Oberoi Hotels & Resorts 40 Keys
Rajasthan
09.2009 - 07.2010
Education
Master of Arts -
07-2015
Bachelor of Arts -
07-2013
Some College (No Degree) -
Some College (No Degree) -
Skills
- Customer service and support
- Loyalty program management
- Problem solving
- Time management
- Revenue management
- Customer feedback analysis
- Staff training and development
- Safety and security protocols
- Team collaboration
- VIP services management
- Office streamlining techniques
- Property management systems expertise
- Crisis management strategies
- Room inspection processes
- Project management methodologies
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Affiliations
- Guest Engagement Activates
- Staff Cross-Training Activates
- Sustainable development goals
Accomplishments
- Top Up-seller Award" – For achieving the highest upselling revenue in rooms or services.
- Best Leader in Guest Satisfaction
- Service Excellence Award
- Improved guest satisfaction score (GSS/NPS) from training and SOP upgrades
- Achieved 91 %+ positive reviews on OTA platforms
- Key contributor to the implementation of new PMS, or front office system upgrades
- Reduced guest complaint ratio by 30% by implementing a proactive feedback follow-up system.
- Maintained 100% audit compliance for front office procedures and documentation.
Timeline
Guest Service Manager - The Ascott Limited 140 Keys
10.2023 - Current
Front Office Manager - FNP Weddings & Events 82 Keys
03.2023 - 07.2023
Front Office Manager - Holiday Inn 190 Keys
02.2021 - 05.2021
Front Office Manager - Citrus Hotels & Resorts 120 Keys
03.2019 - 01.2021
Asst. Front Office Manager - Lemon Tree Hotels 62 Keys
11.2018 - 03.2019
Asst Front Office Manager - Country Inn & Suites by Radisson 87 Keys
10.2016 - 10.2018
Duty Manager - PICCADILY HOTELS PRIVATE LIMITED 228 Keys
11.2015 - 09.2017
Reservation Executive - Fortune Park Hotels Ltd 50 Keys
04.2014 - 09.2016
Front Office Supervisor - IHG Hotels & Resorts 398 Keys
12.2011 - 09.2013
Front Office Assistant - Oberoi Hotels & Resorts 40 Keys
09.2009 - 07.2010
Masters In Tourism & Book Administration, - Master of Arts,
KSOU - Bachelor of Arts,
DNYS (DIPLOMA IN NATUROPATHY AND YOGIC SCIENCE - Some College (No Degree),
Diploma In Hospitality Management - Some College (No Degree),
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