Sandip Suke
GK Arise Housing Society , E-wing, Flat No, 302, Gaikawad Nagar, Punawale, Pune
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with a focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
13
13
years of professional experience
Work History
Assistant Front Office Manager
Della Resorts and Adventure Pvt. Ltd.
Lonavala, India
01.2025 - Current
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Created quarterly company employee appreciation outings to reinforce employee-centric environment.
- Coached employees in daily tasks and complex issues, promoting skill development and confidence.
- Enhanced revenue and gross profits by streamlining operations and fostering customer satisfaction.
- Managed telephone and switchboard operations for timely call handling.
- Handled guest complaints with empathy and efficiency, resolving issues to ensure satisfaction.
- Analysed customer feedback to identify areas for improvement and implement necessary changes.
- Kept team in compliance with office policies, safety processes and industry requirements.
- Oversaw booking reservations via telephone, email, and in-person, maximising occupancy rates.
- Maintained team harmony by resolving grievances and assisting with conflicts.
- Completed regular performance reviews and advised employees on potential improvements.
- Led by example in delivering faultless customer care throughout guest stays, effectively improving overall service provisions.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Organised staff rosters to ensure optimal coverage during peak times, balancing service demands and labour costs.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
- Prepared detailed reports on front office performance, highlighting achievements and identifying challenges for management review.
- Protected staff and customers and minimised legal issues by quickly resolving safety issues.
- Facilitated smooth communication between front office and other hotel departments.
- Resolved complaints quickly and calmly, seeking positive solutions for optimised guest satisfaction.
- Monitored staff performance levels, providing additional training as needed to aid personal and team development.
Reservation Manager
Atmantan Wellness Resort
10.2023 - 01.2025
- Oversee daily operations of the reservation department, ensuring efficient workflows.
- Implement and maintain reservation software systems to streamline processes.
- Train and mentor reservation staff to enhance service quality and team performance.
- Developed and analysed reports on occupancy rates, cancellations, and revenue trends to inform strategic planning.
- Work closely with the marketing team to promote special packages and seasonal offers.
- Ensure compliance with hotel policies and procedures regarding guest reservations.
- Provide personalised service to guests, including pre-arrival arrangements and special requests.
- Address and resolve guest complaints and concerns regarding reservations or experiences.
- Collaborate with the wellness team to optimise treatment and activity scheduling for guests.
- Act as a liaison between the reservations team and other departments, ensuring effective communication.
- Participate in regular strategy meetings to propose improvements for guest experience and operational efficiency.
- Collaborated with housekeeping and maintenance to guarantee rooms met company standards for guest arrivals.
- Handled modifications, cancellations, and special requests with a focus on customer satisfaction.
- Conducted follow-up calls and emails to confirm bookings and provide pre-arrival information.
- Developed strong relationships with repeat guests, recognising their preferences and ensuring a personalised service.
- Maintained accurate and up-to-date records of all reservations and correspondence.
- Processed payments and sent confirmation details to customers via email or mobile app.
- Compiled reports on reservation activity for senior management review.
- Organised and communicated VIP guest requirements, ensuring meticulous attention to detail.
- Kept hotel in compliance with liquor laws, health standards and safety requirements.
- Monitored inventory levels to avoid overbooking, ensuring a smooth operation within the reservations department.
- Addressed overbooking on specific room types, working with customers to adjust accommodations.
- Upheld strict confidentiality in handling sensitive guest information, adhering to data protection regulations.
Duty Manager
Sayaji Hotel Ltd.
07.2022 - 10.2023
- Supervise daily hotel operations to ensure efficiency and guest satisfaction.
- Supervised daily operations, including opening and closing procedures, to facilitate smooth running of the premises.
- Resolved guest inquiries, complaints, and special requests to enhance customer satisfaction.
- Resolved customer complaints with empathy and efficiency, addressing issues to maintain high satisfaction levels.
- Handle emergency situations and make decisions to resolve issues promptly.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Coordinated staff scheduling to ensure optimal coverage across all hotel departments during peak times.
- Managed team rotas effectively, guaranteeing optimal staffing levels during peak hours to maintain service quality.
- Assist in managing room inventory and pricing strategies in collaboration with the revenue management team.
- Managed cash handling procedures, including banking and safe management, to maintain financial security.
- Guided and mentored junior staff, enhancing their confidence and competence for improved service delivery.
- Maintained professional demeanour in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Created a positive work environment, motivating staff to meet personal and team targets.
Front Office In-charge
Marukab Plaza
01.2022 - 07.2022
- Lead, train, and develop the front office team, ensuring they maintain high service standards.
- Interacted with customers daily to identify their needs and provide tailored service.
- Manage room reservations and ensure accurate fulfilment of booking requests, confirming availability and rates.
- Prepared daily reports on occupancy rates, revenue, and guest feedback, enabling informed management decisions.
- Managed inventory for front office supplies, ensuring availability and organisation of essential materials for efficient operations.
- Promote and maintain awareness of local culture and customs, enriching the guest experience in the Maldives.
- Acquired in-depth knowledge of current industry trends and best practices to enhance operations.
Assistant Front Office Manager
Hotel Temple Tree
11.2020 - 10.2021
- Ensured high guest satisfaction by overseeing customer service, addressing concerns, and responding to feedback, resulting in positive guest experiences.
- Provided tailored guest services to enhance satisfaction and comfort during stays.
- Recruited, trained, and supervised front office staff, fostering positive work environment and promoting professional development for improved team morale.
- Communicated effectively with other hotel departments to ensure consistent service levels throughout guest stays.
- Oversaw booking reservations via telephone, email, and in-person, maximising occupancy rates.
- Prepared daily performance reports, analysing data on occupancy, revenue, and guest satisfaction for management review, aiding strategic decision-making.
- Engaged with security teams to proactively address and manage safety concerns for guests and staff.
- Participated in promotional activities and events to enhance the hotel's visibility and reputation.
Duty Manager
Double Tree By Hilton
01.2019 - 04.2020
- Address guest inquiries, concerns, and complaints efficiently to enhance satisfaction and ensure a positive experience.
- Monitored day-to-day operations across departments, facilitating efficient coordination and effective communication.
- Ensure accuracy in billing, cash handling, and payment processing during shifts, adhering to financial policies.
- Uphold Hilton's brand standards in all interactions, reinforcing the hotel's commitment to exceptional service.
- Directed daily operations, including opening and closing procedures, to maintain smooth running of the premises.
- Maintained professional demeanour in customer interactions, answered concerns and resolved problems with a friendly and knowledgeable approach.
- Managed and motivated large teams of staff to deliver against daily operational targets.
- Upheld compliance and consistently followed company and industry-set standards.
- Held regular briefings with team members, motivating staff to achieve exceptional results for customers.
- Generated reports and attended management meetings and briefs to discuss business needs, track goal fulfilment and make administrative decisions.
- Planned, directed and coordinated service delivery across operational departments, exceeding guest expectations.
Front Office Executive
Hilton Shill's Estate Retreat & Spa
10.2017 - 01.2019
- Addressed guest inquiries, requests, and complaints professionally, actively enhancing guest satisfaction and loyalty.
- Handle reservations through various channels, including phone, email, and online platforms, ensuring accuracy and clarity.
- Offer information about the resort's amenities, services, events, and local attractions, helping guests make informed decisions.
- Assigned rooms based on guest preferences and reservations, fulfilling special requests.
- Maintain accurate guest profiles and preferences in the property management system for personalised service.
- Managed special requests, including room upgrades and transportation arrangements, ensuring seamless guest experiences.
- Ensure all guest information and transactions are recorded accurately in the system for future reference and audits.
- Educate guests about hotel policies and procedures, ensuring compliance while maintaining a positive rapport.
- Encouraged guest feedback to identify service improvement areas, contributing to overall service quality enhancement.
- Oversaw daily operations of reception area, ensuring efficient guest check-in and check-out processes., greeted visitors, and directed them to appropriate departments for enhanced customer service.
- Prepared and distributed internal communications, keeping staff informed of important updates and events.
Front Office Executive
Aamby Valley City
12.2016 - 10.2017
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Handle reservations through various channels, including phone, email, and online platforms, ensuring accuracy and clarity.
- Allocate rooms based on guest preferences and reservations, ensuring that special requests are fulfilled whenever possible.
- Prepared and oversaw front desk area and related documentation to ensure seamless check-in for incoming guests.
- Communicate effectively with housekeeping, maintenance, and other departments to ensure guest needs are met.
- Work collaboratively with colleagues in the front office and other departments to deliver a cohesive guest experience.
- Answered incoming calls, provided information, and transferred calls to relevant personnel, maintaining professionalism.
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
Guest Service Agent
Hilton Shillim Estate Retreat & Spa
06.2013 - 06.2016
- Greet guests warmly upon arrival and provide a friendly, professional first impression of the resort.
- Efficiently manage the check-in and check-out processes, ensuring accurate and timely handling of guest information and reservations.
- Share information about the resort's amenities, activities, events, and nearby attractions to enhance the guest experience.
- Foster positive relationships with guests, actively seeking feedback to enhance service quality.
- Work closely with other team members, sharing necessary information to ensure efficient operations and an exceptional guest experience.
- Maintain a clean, organised front desk environment, ensuring all materials and resources are readily available.
- Resolved guest complaints by actively listening to concerns and offering swift solutions.
- Handled customer check-outs by processing payments, obtaining room keys, proactively asking for feedback and calling taxis.
- Managed incoming reception phone calls to address guest inquiries. to answer questions, resolve complaints and redirect calls.
- Update guest profiles and preferences in hotel management system to deliver personalised service.
- Recorded guest feedback to identify areas for service improvement.
- Operated multi-line telephone console system to answer and triage calls to designated recipients, offering smooth communications.
- Calculated billings and hotel charges and provided receipts to customers, delivering proof of transaction.
- Maintained confidentiality of guest information and adhered to data protection regulations.
- Compile daily reports on occupancy, revenue, and guest feedback for management review, supporting informed decision-making.
Education
Bachelor of Science - Hotel & Tourism Management
Institute Of Hotel & Tourism Management
Aurangabad01-2012
Skills
- Revenue management
- Property management systems
- Reservation coordination
- Occupancy reporting
- Revenue optimisation
Interest
Music
Awards
- Nominated as Employee Month for several times., - Nominated for Hilton CEO Light & Warmth Hospitality Award for the year of 2013 & 2014.
Websites, Portfolios, Profiles
linkedin.com/in/sandip-sukea7b86052?utm_source=share&utm
Timeline
Assistant Front Office Manager
Della Resorts and Adventure Pvt. Ltd.
01.2025 - Current
Reservation Manager
Atmantan Wellness Resort
10.2023 - 01.2025
Duty Manager
Sayaji Hotel Ltd.
07.2022 - 10.2023
Front Office In-charge
Marukab Plaza
01.2022 - 07.2022
Assistant Front Office Manager
Hotel Temple Tree
11.2020 - 10.2021
Duty Manager
Double Tree By Hilton
01.2019 - 04.2020
Front Office Executive
Hilton Shill's Estate Retreat & Spa
10.2017 - 01.2019
Front Office Executive
Aamby Valley City
12.2016 - 10.2017
Guest Service Agent
Hilton Shillim Estate Retreat & Spa
06.2013 - 06.2016
Bachelor of Science - Hotel & Tourism Management
Institute Of Hotel & Tourism Management