Hi, I’m
Roshan Singh Dung Dung
Hospitality Professional
Alipurduar
Summary
Manager Front Office leading front office operations, guest service recovery, and team coordination in a 179-key hotel setting. Manages budget control, supply purchasing, hiring, and policy enforcement while resolving 50+ guest complaints per month and mediating staff concerns. Strengthens service quality through Opera property management system use, daily operational oversight, and a guest-focused work environment.
Overview
5
Languages
9
years of professional experience
Work History
Radisson Blu Hotel & Suites GRT ChennaiChennai, Tamil Nadu
Manager Front Office (Acting- AFOM)
04.2025 - Current
Job overview
- Oversee arrivals, departures, VIPs, groups, room readiness and guest requests.
- Drive guest satisfaction through complaint resolution and service recovery.
- Monitor GSS/GRI, guest feedback and online reviews to improve service quality.
- Ensure Radisson Rewards recognition and personalised guest engagement.
- Coordinate with Housekeeping, Engineering, F&B, Sales, Reservations, Security and Accounts.
- Monitor room inventory, occupancy, room allocation and upselling opportunities.
- Use Opera PMS and Power BI for room planning, reporting and manpower optimisation.
- Ensure compliance with SOPs, brand standards, FRRO/C-Form requirements and guest confidentiality.
- Conduct team briefings, training and coaching to improve performance and service standards.
- Handle escalated guest concerns and support audits, inspections and process improvements.
Radisson Blu Hotel & Suites GRT ChennaiChennai, Tamil Nadu
Duty Manager
01.2024 - 03.2025
Job overview
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
- Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
- Coordinated check-in and check-out processes to optimise room assignments and ensure accurate billing.
Four points by Sheraton Pune, Maharashtra
Duty Manager
12.2022 - 12.2023
Job overview
- Collaborate with management to evaluate and enhance processes and policies.
- Assist in resolving customer issues and complaints.
- Monitor monthly, quarterly, and yearly targets.
- Check in with employees regularly to assess satisfaction levels.
- Engage with upper management consistently to remain informed on company matters.
- Facilitate training for new hires.
- Ensure security protocols are upheld within the facility.
Radisson Blu Resort VisakhapatnamVizag, Andhra Pradesh
Front Office Executive
06.2022 - 12.2022
Job overview
- Manage daily front office operations and support guests with bookings and special requests.
- Support VIP clients with booking coordination and tailored service for special accommodations.
- Train and guide associates to uphold consistent guest satisfaction standards across the front desk.
- Conduct daily briefings to align the team on operational priorities and service expectations.
- Collect guest feedback regularly and address service concerns to improve satisfaction.
- Trained and mentored junior staff on front office protocols and customer service excellence.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Four Points by Sheraton Chennai, Tamil Nadu
Front Office Executive
11.2021 - 06.2022
Job overview
- Supported daily front office operations by assisting the duty manager and keeping guest service running smoothly.
- Tracked guest membership enrolments and updated profiles accurately in the property management system.
- Recorded guest information through careful data entry and maintained organized files for registration and billing.
Four Points by SheratonChennai, Tamil Nadu
Front Office Supervisor
08.2019 - 11.2021
Job overview
- Welcomed guests professionally and maintained comfort throughout each stay.
- Facilitated efficient check-in procedures while handling guest preferences and special requests.
- Coordinated room assignments around specific guest needs to support smoother arrivals.
- Addressed special requests with calm problem-solving to strengthen guest satisfaction.
- Supported VIP guest service by managing feedback and coordinating personalized front desk responses.
Fairfield By MarriottChennai, Tamil Nadu
Sr. Front Office Associate
02.2019 - 08.2019
Job overview
- Welcomed guests and completed registration efficiently to support a smooth arrival experience.
- Managed reservation inquiries by phone, email, and in person, securing bookings accurately through the property management system.
- Delivered prompt customer service by answering questions, resolving issues, and maintaining guest satisfaction.
Holiday Inn Express HotelChennai, Tamil Nadu
Guest Service Associate
09.2017 - 12.2018
Job overview
- Streamlined guest check-in using the property management system while following hotel standards.
- Managed incoming telephone calls with clear, professional communication and prompt follow-up.
- Resolved guest concerns by coordinating with front office teams and reinforcing consistent service standards.
Education
Frankfinn Institute of Air Hostess TrainingKolkata, India
Diploma from Hospitality Hotel Management
05.2017
Eklavya Model Residential SchoolNagrakatta, India
Higher Education
05.2014
Skills
Guest engagement strategies
Conflict resolution
Guest complaint resolution
VIP guest service
Guest feedback handling
Operations management
Employee training and development
Budget oversight
Performance assessment
Front office operations
Property management system
Accomplishments
- Certified Departmental Trainer [Radisson Blu]
- Recognized by guest on social media reviews
- Being a team member during the transition phase from one brand to another (IHG to Marriott)
- Learned Marsha and handled reservations simultaneously trained other colleagues as well
- Being a part of pre-opening team for two properties #Four Points by Sheraton Chennai OMR and #Fairfield by Marriott Mahindra World City
- Was certified as the highest enroller, getting highest Medallia guest surveys for the 3rd & Final Quarter for 2018
- Capable in handling groups and working under sold out conditions
Disclaimer
I hereby declare that the details and information given above are complete and true to the best of my knowledge.
Hobbies and Interests
- Reading Books
- Travelling
Interests
Reading
Travelling
Hiking
Timeline
Manager Front Office (Acting- AFOM)
Radisson Blu Hotel & Suites GRT Chennai
04.2025 - Current
Duty Manager
Radisson Blu Hotel & Suites GRT Chennai
01.2024 - 03.2025
Duty Manager
Four points by Sheraton
12.2022 - 12.2023
Front Office Executive
Radisson Blu Resort Visakhapatnam
06.2022 - 12.2022
Front Office Executive
Four Points by Sheraton
11.2021 - 06.2022
Front Office Supervisor
Four Points by Sheraton
08.2019 - 11.2021
Sr. Front Office Associate
Fairfield By Marriott
02.2019 - 08.2019
Guest Service Associate
Holiday Inn Express Hotel
09.2017 - 12.2018
Eklavya Model Residential School
Higher Education
04/2014
Frankfinn Institute of Air Hostess Training
Diploma from Hospitality Hotel Management
08/2017