Was responsible for managing theyears of professional experience
Rupessh Mani Pradhan
Assistant Front Office Manager
Bengaluru,Karnataka
Summary
Creative and dynamic hospitality professional, offering 15+ years of front office experience. Excels in a fast-paced environment where meeting deadlines & decisive action come into play while maintaining focus on high proficiency with excellence. In addition, possesses developed forecasting & budgeting skills as well as creativity when developing to establish a presence and build a positive brand while fostering continued team and guest engagement.
Overview
23
23
Work History
Assistant Front Office Manager
Radisson Blu Atria Bengaluru
3 2018 - Current
- Responsible for managing room inventory, front office operations, customer satisfaction, and revenue for rooms
- Also responsible for maintaining professional relationships with corporate accounts and travel agents, coordinating with other departments, and implementing processes and procedures to achieve service and financial goals.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Created training modules in partnership with HR for new hires.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Interacted with customers by phone, email, or in-person to provide information.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Recommended strong business plans, operational decisions and financial processes to support business sustainability.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction scores through application of superior conflict resolution and problem
Front Office Manager
The E-Hotel Mumbai (Eskay Resort)
12.2016 - 02.2018
- Managed front office operations, budgets, and financial plans
- Trained staff, improved communication processes, implemented upselling programs, and prepared reports for decision-making.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades .
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Assistant Front Office Manager
Novotel Mumbai Juhu
06.2013 - 07.2014
- Assisted in daily Room Division Manager, managed room inventory, delegated duties, coordinated with departments, and ensured brand standards were met.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Interacted with customers by phone, email, or in-person to provide information.
- Created, prepared, and delivered reports to various departments.
Duty Manager
SkyCity Marriott Hotel Hong Kong
01.2011 - 05.2013
- Managed room inventory, supervised employees, handled guest requests, ensured exceptional customer service, and trained team leaders and associates.
- Trained employees in essential job functions.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Assisted in budget planning and forecasting activities to support effective financial management within the department.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Front Desk Manager
Renaissance Mumbai Hotel Convention Centre and Marriott Executive Apartments
03.2001 - 12.2010
- Managed room inventory, ensured adherence to policies and procedures, resolved complaints, verified guest service, conducted training, and coordinated with other departments.
- Resolved guest complaints by addressing issues with rooms promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Streamlined check-in and check-out processes for a smoother guest experience.
Team Leader
Renaissance Mumbai Hotel Convention Centre and Marriott Executive Apartments
08.2004 - 12.2005
- Ensured adherence to brand standards, assisted in efficient front office operations, handled guest queries and requests, and maintained positive guest and colleague Ensuring
- Handling the Crew and Group
- Room Control
- Upselling Rooms
Guest Service Associate
Renaissance Mumbai Hotel Convention Centre and Marriott Executive Apartments
03.2001 - 07.2004
- Ensured adherence to brand standards, performed front desk operations, handled check-in and check-out procedures, and upsold rooms.
- Assisted guests with booking reservations, resulting in higher occupancy rates.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Maintained high level of professionalism and discretion when dealing with guests.
- Handled customer complaints to satisfy and retain guests.
- Assisted with luggage handling, valet services and concierge services.
Education
Skills
Customer Service
Front Desk Operations
Complaint Handling
Operations Management
Financial Reporting
Staff Training and Development
Reservation handling
Employee Management
Revenue management
Inventory Oversight
Problem-Solving
Key Deliverables
Responsible for the overall front office operations including Reservations, Travel desk, Budget Management, and Inventory Management. strategic planning and management skills and Coaching and Counseling.
Personal Information
- Date of Birth: 05/15/75
- Marital Status: Married
Languages
Hindi, English & Nepali
References
- Mr. Kasiviswanathan, Director of Food and Beverage, 9449638129
- Mr. Balakrishna , Human Resource Manager ,7338686073
Training
- Train the Trainer-Novotel Juhu Beach, Mumbai.
- Cross Training in J W Marriott Mumbai for Room Control.
- Foundation of Leadership Marriott International.
- Industrial Training at Hotel Chandela (Taj Group Hotel) Khajuraho for 6 months.
Interests
Food Ball , Music, Making New Friends
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeSoftware
Opera
Timeline
Front Office Manager
The E-Hotel Mumbai (Eskay Resort)
12.2016 - 02.2018
Assistant Front Office Manager
Novotel Mumbai Juhu
06.2013 - 07.2014
Duty Manager
SkyCity Marriott Hotel Hong Kong
01.2011 - 05.2013
Team Leader
Renaissance Mumbai Hotel Convention Centre and Marriott Executive Apartments
08.2004 - 12.2005
Front Desk Manager
Renaissance Mumbai Hotel Convention Centre and Marriott Executive Apartments
03.2001 - 12.2010
Guest Service Associate
Renaissance Mumbai Hotel Convention Centre and Marriott Executive Apartments
03.2001 - 07.2004
Assistant Front Office Manager
Radisson Blu Atria Bengaluru
3 2018 - Current