Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
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Santosh Thakur

Santosh Thakur

Duty Manager
Ghaziabad

Summary

Proficient, detailed Assistant with proven experience in front office operations. Strongly knowledgeable of multi-line phone systems, guest receiving protocols and office software applications. Adept at ordering supplies, maintaining inventory and presenting polished, friendly public atmosphere.

Overview

9
9
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Assistant Manager Front Office

Country Inn & Suites by Radisson
Sahibabad
02.2023 - Current
  • Interacted with customers by phone, email, or in-person to provide information.
  • Served as floating manager-on-duty, MOD, to cover shift shortage.
  • Created training modules in partnership with HR for new hires.
  • Recommended strong business plans, operational decisions and financial processes to support business sustainability.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.
  • Provided clerical support, addressing routine, and special requirements.
  • Completed monthly and quarterly reports for senior management.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Trained new-hires on procedures to better service customers.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.

Duty Manager

The Living Adventure Managed by Accor
Doha
10.2022 - 01.2023
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Trained employees in essential job functions.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Mentored and supported junior staff members to apply best practices and follow procedures.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Boosted team performance by developing customer service training materials and conducting service training.

Assistant Business Office Manager

Avanta Business Centre
Delhi
10.2021 - 09.2022
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
  • Contributed receiving data for financial lead for end-of-year accounting and internal audit processing.
  • Determined current trends to provide recommendations to management.
  • Managed and organized functions and oversaw daily operations of office with more than 700 employees.
  • Performed accounts receivable collections for past due accounts by conducting collection calls.
  • Prepared facility vouchers, expense transfers and monthly financial reports
  • Coordinated corporate special events, team building programs and staff training opportunities.
  • Monitored supply and equipment handling to minimize loss, waste and fraud.
  • Delegated office staff to perform administrative duties and share workloads.
  • Maintained vendor files and entered invoices into accounting software.
  • Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.

Assistant Manager Front Office

Lemon Tree Hotels
Gurugram
05.2019 - 09.2020
  • Ensuring that company policies are adhered to.
  • Hiring, training and developing new staff.
  • Maintaining a general management style that follows the
    company’s best practices.
  • Ensuring product quality and availability.
  • Encouraged and mentored employees to boost performance and remove process inefficiencies.
  • Ensuring a consistent level of customer service.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Coached employees through day-to-day work and complex problems.
  • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Monitored customer service trends and provided insights to management team for further improvement.

Management Trainee

Lemon Tree Hotels
Gurugram
08.2017 - 04.2019
  • Viewing and learning from experienced staff.
  • Obtain information on company policies, agreements, and
    procedures.
  • Taking detailed notes and communicating with managers,
    supervisors, and other senior staff.
  • Attended and cleared mandatory training programs of Housekeeping, Food & Beverage, Sales department.
  • Suggested new SOP's for better operations.
  • Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.
  • Handled day-to-day customer or client questions via telephone or email.
  • Sat in on disciplinary hearings to learn about conflict resolution in workplace.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Guest Service Associate

Lemon Tree Hotels
Gurugram
12.2014 - 07.2017
  • Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Delivered messages, mail and packages left for guests to hotel rooms.
  • Walked through properties to maximize guest safety and clear areas of trash and debris.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Answered hotel phones with professionalism and directed calls appropriately.
  • Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
  • Maintained neat and orderly front desk and lobby area to uphold hotel standards.
  • Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
  • Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
  • Provided guests with information on local attractions, restaurant and transportation services to enhance stay.

Education

Bachelors of Commerce - Accounting

MATS University
Raipur
08.2016 - 10.2019

Certification in Hospitality Management - Hospitality Administration And Management

World Class Skill Centre
Delhi
08.2013 - 09.2014

Skills

    Office 365

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Accomplishments

  • Employee of the year with Lemon Tree FY2019-2020.


Software

Opera

Protel

IDS

Hotelogix

Timeline

Assistant Manager Front Office

Country Inn & Suites by Radisson
02.2023 - Current

Duty Manager

The Living Adventure Managed by Accor
10.2022 - 01.2023

Assistant Business Office Manager

Avanta Business Centre
10.2021 - 09.2022

Assistant Manager Front Office

Lemon Tree Hotels
05.2019 - 09.2020

Management Trainee

Lemon Tree Hotels
08.2017 - 04.2019

Bachelors of Commerce - Accounting

MATS University
08.2016 - 10.2019

Guest Service Associate

Lemon Tree Hotels
12.2014 - 07.2017

Certification in Hospitality Management - Hospitality Administration And Management

World Class Skill Centre
08.2013 - 09.2014

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Santosh ThakurDuty Manager