Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
LANGUAGES
Timeline
SYSTEMS & TOOLS
Hobbies
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Rupayan Mukherjee

Rupayan Mukherjee

Kolkata,WB

Summary

I am a hospitality professional with over 14 years of experience specializing in Front Office Management, Guest Relations, and Revenue Optimization. My career spans leading hotels in Dubai, Qatar, and India, where I successfully enhanced guest satisfaction, streamlined operations, and achieved significant revenue growth. I am passionate about creating memorable guest experiences, developing high-performing teams, and driving operational excellence in dynamic, multicultural environments.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Duty Manager

Raviz Center Point, Dubai
03.2023 - 04.2025
  • Handle VIPs, special requests, and resolve guest complaints promptly and professionally.
  • Handling reservations, managing rates and inventory in the channel manager.
  • Monitored guest sentiment through surveys and feedback channels; resolved escalated complaints efficiently.
  • Handled VIP guests and arrival allocation, personalizing stays based on preferences.
  • Ensure smooth functioning of all departments during the shift.
  • Trained employees in essential job functions.
  • Act as the communication link between front office, housekeeping, F&B, and security.
  • Lead responses to incidents or emergencies, ensuring guest and staff safety. Document incidents and ensure a detailed shift handover for continuity.

Duty Manager

FIFA 2022 Accommodation (Accor, Qatar)
05.2022 - 12.2022
  • Led front office operations during a major global sports event, hosting international guests.
  • Executed pre-opening setup, developed service SOPs, and supported multilingual guests under pressure.
  • Handled crisis management and large group check-ins smoothly.

Assistant FO Manager

Hotel Casa Fortuna, Kolkata
04.2019 - 11.2022
  • Managed all front office and guest engagement functions for a busy boutique property.
  • Led a team to improve TripAdvisor rankings through guest-centered initiatives.
  • Oversaw reservation accuracy, arrival experiences, and implemented successful service recovery strategies.

Duty Manager

The Pride Plaza
01.2015 - 01.2018
  • Implemented service standards in line with luxury hospitality norms.
  • Managed international groups and long-stay VIPs.
  • Conducted team training focused on empathy and issue resolution.

Front Office Roles

Monotel HHI & Peerless Inn, Kolkata
01.2010 - 01.2015
  • Developed core guest-handling competencies from check-in to final farewell.
  • Regularly resolved booking and billing issues, always maintaining calm, courteous service.

Education

MBA - Business Administration

ISBM University
Lucknow, India
01.2020

B.Sc - Hotel Management & Tourism

Annamalai University
01.2010

High School Diploma -

Sudhir Memorial High School
Kolkata, India
01.2007

High School Diploma -

St. Augustine Day School
Kolkata, India
01.2005

Skills

  • Leadership & Decision Making
  • Strong Communication (Multilingual Advantage)
  • Problem Solving & Conflict Resolution
  • Time Management & Multitasking
  • Stress Management in High-Pressure Environments
  • Teamwork & Interpersonal Skills
  • Front Office Operations
  • Guest Satisfaction & Retention
  • Revenue Optimization
  • Team Leadership & Training
  • Customer Complaint Resolution
  • Operational Budgeting & Reporting

Accomplishments

  • - Awarded for Highest ARR and Room Revenue, 2018–19
  • - Maintained top review scores on TripAdvisor and OTA platforms
  • - Completed multiple hotel pre-openings and international event deployments
  • - Letter of Appreciation received for outstanding performance in Raviz Center Point hotel- Oct and Sep,2024 and Jan,2025.

Certification

  • - STCW (Standards of Training, Certification, and Watchkeeping)
  • - Basic Safety Training (BST)
  • - Crowd Management Training
  • - CDC – KOL 171051
  • - 22-week Industrial Training, Hyatt Regency, Kolkata – 2009

LANGUAGES

English
Hindi
Bengali
French

Timeline

Duty Manager

Raviz Center Point, Dubai
03.2023 - 04.2025

Duty Manager

FIFA 2022 Accommodation (Accor, Qatar)
05.2022 - 12.2022

Assistant FO Manager

Hotel Casa Fortuna, Kolkata
04.2019 - 11.2022

Duty Manager

The Pride Plaza
01.2015 - 01.2018

Front Office Roles

Monotel HHI & Peerless Inn, Kolkata
01.2010 - 01.2015

B.Sc - Hotel Management & Tourism

Annamalai University

MBA - Business Administration

ISBM University

High School Diploma -

Sudhir Memorial High School

High School Diploma -

St. Augustine Day School

SYSTEMS & TOOLS

Opera PMS | IDS | WinHMS | Hotelogix | Microsoft Office

Hobbies

Collecting Stamps 

Foreign Currency

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Rupayan Mukherjee