Ritu Nandi
Burnpur
Summary
Hospitality professional with extensive experience at Novotel Vijayawada Varun, specializing in problem resolution and emergency response. Achieved revenue growth through outstanding customer service and comprehensive staff training. Proficient in OPERA Cloud, with a strong focus on leadership development and team collaboration to enhance guest satisfaction.
Overview
8
8
years of professional experience
Work History
Duty Manager
Novotel Vijayawada Varun
Vijayawada
11.2023 - Current
- Resolved guest complaints promptly, maintaining a positive experience for all visitors.
- Implemented standard operating procedures to enhance efficiency across departments.
- Supervised front desk operations and coordinated guest service activities.
- Collaborated with management to develop staff training programs and performance reviews.
- Responded promptly to any emergency situations that arose during shifts.
- Created positive work environment for employees and delivered exceptional customer service.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Provided training sessions for new staff members on company policies and procedures as a certified Departmental Trainer
- Reviewed customer feedback surveys in order to identify areas for improvement.
- Managed night audits to ensure accurate financial reporting.
- Monitored security of the property, ensuring guest safety overnight.
Assistant Manager Front Office
Payel Inn
Asansol
04.2023 - 10.2023
- Guided and led office staff to optimize service delivery to employees and customers.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Maximized revenues and profits by eliminating inefficiencies and building customer loyalty with exceptional support.
- Resolved complaints with knowledgeable support and referred advanced cases or upset guests at ultimate authority on guest satisfaction matters.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Monitored office inventory to maintain supply levels.
- Prepared budgets and approved budget expenditures.
- Developed and implemented strategic marketing plans, sales plans and forecasts to achieve corporate objectives for products and services.
- Prepared standard of Operating Procedures for Front Office
- Supported sales team members to drive growth and development.
Guest Service Co-Ordinator
Fortune Park Pushpanjali by ITC
04.2022 - 04.2023
- Managed customer complaints and rectified issues to complete satisfaction.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Monitored office inventory to maintain supply levels.
- Handled incoming calls and directed callers to appropriate department or employee.
- Prepared Month End Reports and shared with corporate team.
- Handled Online Travel Agent and Channel Manager.
- Handled Room Reservation and managed room rate.
- Successfully completed the Revenue Management Course organized by Fortune Park Hotels Limited.
Guest Service Associate
Fortune Park Pushpanjali by ITC
01.2021 - 03.2023
- Handled Check-in and Check-out procedure smoothly in daily operations.
- Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
- Educated guests regarding important property information and directions to different hotel areas.
- Assured phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Managed customer complaints and rectified issues to complete satisfaction.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Greeted and assisted guests with variety of inquiries, promoting service standards.
- Organized and cleaned lobby and reception areas, fostering strong visual presentation.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Identified issues and established facts to produce practical decisions and solutions for guests.
- Documented guest suggestions and complaints to facilitate process improvements with leadership.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
Food and Beverage Team Leader
Novotel Ibis Chennai OMR
01.2020 - 12.2020
- Oversaw Multi-cuisine Restaurant food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Moved throughout dining and kitchen areas, visually monitored alignment with food quality and service standards and took relevant corrective actions.
- Maximized revenue and profits of hotel food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.
- Managed food and beverage operations for upscale urban hotels with relentless focus on hospitable and gracious guest services.
- Spearheaded and executed food and beverage marketing and promotional programs, met with potential clients and members and arranged meetings, banquets and facility tours.
- Created and delivered orientation and training for new team members and professional development activities for experienced associates.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored temperatures of prepared food and cold-storage areas.
Food and Beverage Associate
Novotel Ibis Chennai OMR
09.2019 - 12.2019
- Delivered exceptional customer service to elevate guest experiences and satisfaction.
- Maintained organized and clean dining areas to create a welcoming environment.
- Assisted with food preparation and presentation to uphold quality standards.
- Collaborated with team members to optimize service operations during peak hours.
- Accurately processed cash transactions in compliance with financial protocols.
- Coordinated effectively with kitchen staff to ensure timely meal deliveries.
- Trained new staff on service standards and operational procedures for consistency.
- Monitored inventory levels and facilitated stock replenishment as required.
Food and Beverage Associate
Bengaluru Whitefield Marriott
03.2017 - 07.2018
- Maintained dining and food service areas to maximize safety and cleanliness.
- Provided exceptional service that reflected restaurant standards and core values.
- Demonstrated proficient knowledge of menus, services and promotions to assist customers and team members.
- Maintained presence throughout meals to assist guests with additional food and beverage requests.
- Created food display according to established standards and replaced dated products with fresh.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Assembled and served meals according to specific guest requirements.
- Prepared and led food service training programs to teach staff various tasks.
- Operated cash registers to handle both cash and card transactions, providing customers with appropriate change and receipts.
- Selected food items from serving or storage areas and placed on dishes or in serving trays or takeout bags.
- Filled and served various beverages for customers.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
Education
Hospitality Diploma - Customer Service, Hospitality and Travel and Tourism
Frankfinn Institute of Air Hostess Training
Kolkata01.2017
Bachelor's Degree - English Honours
Dinabandhu Institution
Howrah01.2016
Higher Secondary Examination -
Gramya Hitakari Girls School
Howrah01.2013
Secondary Examination -
Grampya Hitakari Girls School
Howrah01.2011
Skills
- Ability to perform under pressure
- Collaborative teamwork
- Revenue certification
- Bartending accolades
- Employee of the month honors
- Departmental training certification
- Leadership development program
- Emergency response
- Problem resolution
- IDS, WINHMS, OPERA V5, OPERA Cloud experience
Languages
English, Hindi, Bengali
Hobbies and Interests
Arts and Crafts, Writing Stories, Reading Books
PERSONAL DETAILS
- Address: Burdwan, India, 713325
- Date of Birth: 01.09.1996
- Marital Status: Married
Accomplishments
- Departmental Trainer
- Revenue Management certified by the RevShaala Programme, organized by Fortune Park Hotels Ltd
- Enrolled in the '1000 Women Leadership Programme' by Jombay
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Odia
Beginner
A1
Telegu
Beginner
A1
Timeline
Duty Manager
Novotel Vijayawada Varun
11.2023 - Current
Assistant Manager Front Office
Payel Inn
04.2023 - 10.2023
Guest Service Co-Ordinator
Fortune Park Pushpanjali by ITC
04.2022 - 04.2023
Guest Service Associate
Fortune Park Pushpanjali by ITC
01.2021 - 03.2023
Food and Beverage Team Leader
Novotel Ibis Chennai OMR
01.2020 - 12.2020
Food and Beverage Associate
Novotel Ibis Chennai OMR
09.2019 - 12.2019
Food and Beverage Associate
Bengaluru Whitefield Marriott
03.2017 - 07.2018
Hospitality Diploma - Customer Service, Hospitality and Travel and Tourism
Frankfinn Institute of Air Hostess Training
Bachelor's Degree - English Honours
Dinabandhu Institution
Higher Secondary Examination -
Gramya Hitakari Girls School
Secondary Examination -
Grampya Hitakari Girls School
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