Rumi Begum
Shillong
Summary
Resourceful Assistant Front Office Manager known for high productivity and efficient task completion. Possess specialized skills in guest relations, conflict resolution, and team leadership. Excel in communication, problem-solving, and adaptability to ensure smooth front desk operations and enhance guest satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Novotel Guwahati, Accor
Guwahati
06.2024 - Current
- Responded promptly to customer inquiries via telephone or email.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Maximized revenues and profits by eliminating inefficiencies and building customer loyalty with exceptional support.
- Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
- Managed budget for front office department, including forecasting and cost control measures.
- Facilitated staff training programs on customer service, software use, and emergency procedures.
- Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
- Established work procedures or schedules to organize daily work of administrative staff.
- Monitored inventory of front office supplies and placed orders to maintain adequate stock levels.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Developed strategies for improving customer satisfaction ratings.
- Pitched in to help with office tasks during busy periods and staff absences.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Participated in recruitment activities such as interviewing potential candidates.
- Investigated customer complaints and took corrective action when necessary.
Duty Manager
Novotel Mumbai Juhu Beach, Accor
Mumbai
08.2022 - 06.2024
- Provided training sessions for new staff members on company policies and procedures.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Monitored performance of staff members, offering advice where appropriate.
- Delegated work to staff, setting priorities and goals.
- Implemented new operational procedures, increasing efficiency.
- Conducted regular inventory checks to ensure adequate stock levels were maintained at all times.
- Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions.
- Identified needs of customers promptly and efficiently.
Front Office Executive
Radisson Kandla Gujarat, Radisson
Kachchh
01.2021 - 07.2022
- Managed customer complaints and rectified issues to complete satisfaction.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Ordered office supplies as needed to ensure adequate stock levels were maintained at all times.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Developed strong relationships with customers through effective communication skills.
Front Office Executive
Renest Gandhidham Gujarat
Kachchh
06.2020 - 01.2021
Guest Relations Associate
Radisson Mumbai Andheri MIDC
Mumbai
05.2019 - 03.2020
- Provided guests with directions to local attractions, restaurants, and other points of interest.
- Monitored lobby activity to ensure safety regulations were being followed.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Processed check-ins and check-outs for all guests efficiently.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Front Office Supervisor
The Zuri Kumarakom Resorts & Spa, Kerela
Kottayam
02.2018 - 02.2019
- Created schedule of front office workers.
- Scheduled staff shifts and assigned duties as needed.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Monitored inventory of front office supplies and placed orders to maintain adequate stock levels.
Education
Bachelor of Arts -
St. Edmunds College, NEHU BOARD
Shillong, Meghalaya06-2017
High School Diploma -
Holy Child Higher Secondary School
Shillong, Meghalaya05-2014
High School Diploma -
Holy Child Higher Secondary School
Shillong, Meghalaya05-2012
Skills
- Customer service
- Conflict resolution
- Budget management
- Staff training
- Operational efficiency
- Front office operations
- Staff scheduling
- Performance evaluation
- Team leadership
- Guest relations
- Revenue maximization
- Effective communication
- Time management
- Problem solving
- Workflow management
- Financial reporting
- Update policies
- Adaptability
- Multitasking Abilities
- Train staff
- Hotel information
Affiliations
- Certified Kathak Dancer
Languages
Nepali
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Urdu
Upper Intermediate (B2)
B2
Accomplishments
- Best Groomed Employee, Radisson Kandla
- Manager of the month, Novotel Mumbai Juhu Beach
- Manager of the quarter, Novotel Mumbai Juhu Beach
Certification
- Certified first Aider
- Certified Accor Loyalty Champion
Timeline
Assistant Front Office Manager
Novotel Guwahati, Accor
06.2024 - Current
Duty Manager
Novotel Mumbai Juhu Beach, Accor
08.2022 - 06.2024
Front Office Executive
Radisson Kandla Gujarat, Radisson
01.2021 - 07.2022
Front Office Executive
Renest Gandhidham Gujarat
06.2020 - 01.2021
Guest Relations Associate
Radisson Mumbai Andheri MIDC
05.2019 - 03.2020
Front Office Supervisor
The Zuri Kumarakom Resorts & Spa, Kerela
02.2018 - 02.2019
Bachelor of Arts -
St. Edmunds College, NEHU BOARD
High School Diploma -
Holy Child Higher Secondary School
High School Diploma -
Holy Child Higher Secondary School
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