Shalini Biswas
New Delhi
Summary
Detail-oriented Front Office Professional with extensive experience in luxury hospitality. Expertise includes front desk operations, guest relations, and service recovery, complemented by hands-on proficiency in Opera Cloud PMS and iCloud PMS. Recognized for exceptional guest service and operational performance.
Overview
3
3
Languages
2
2
years of post-secondary education
3
3
years of professional experience
Work History
Front Office Associate
Welcomhotel by ITC Hotels
New Delhi
04.2026 - Current
- Front Office Operations: Manage guest registration, check-in/check-out, room assignments, and front desk operations in a 392-room five-star property.
- PMS Management: Use Opera Cloud PMS and iCloud PMS to manage reservations, guest profiles, billing, folios, cashiering, and room status.
- Guest Relations: Handle guest inquiries, requests, and service concerns while delivering personalized and professional hospitality.
- Interdepartmental Coordination: Coordinate with Housekeeping and F&B teams to ensure room readiness, timely communication, and seamless guest service.
- Billing & Cashiering: Maintain accurate guest accounts, process payments, settle folios, and handle cashiering and cash management.
- Guest Records: Maintain accurate guest information, front office documentation, and confidentiality of guest details.
- Hotel Systems: Operate Vingcard key systems, MICROS, Guestware, telephone systems, and other hotel operational tools.
- Brand Standards: Follow ITC Hotels standards and luxury hospitality procedures to consistently deliver high-quality guest experiences.
Senior Front Office Associate
Sarovar Portico
New Delhi
06.2025 - 01.2026
- Front Office Operations: Managed daily check-in/check-out, room allocation, billing, cashiering, and guest assistance to ensure seamless front desk operations.
- Reservation Management: Process, confirm, modify, and cancel reservations; manage room blocking, arrival lists, booking details, and special requests accurately.
- Guest Relations: Handle guest inquiries, feedback, and complaints professionally while providing effective service recovery and personalized assistance.
- Facilitated teamwork among departments to enhance guest experience and maintain efficiency.: Liaise with Housekeeping, Front Desk, and Sales teams to maintain room availability and ensure smooth guest experiences.
- Cashiering: Handled guest payments and billing settlements while maintaining accurate financial records and ensuring compliance with front office procedures.
- Records & Accuracy: Maintain accurate guest profiles, reservation records, billing information, and front office documentation.
- Upselling: Promote room upgrades, packages, and special offers to enhance guest satisfaction and maximize revenue opportunities.
Front Office Associate
The Umrao - Majestically Urbane Hotel
New Delhi
09.2024 - 06.2025
- Guest Check-In/Check-Out: Facilitated seamless check-in and check-out for FITs, GITs, and conference groups, enhancing overall guest satisfaction.
- Reception Operations: Oversaw Reception and Information Counter, addressing guest inquiries and requests to ensure comprehensive service delivery.
- Reception Operations: Managed Reception and Information Counter duties, assisting guests with inquiries, requests, and hotel information.
- Group Handling: Coordinated arrival and departure logistics for group and conference guests, ensuring timely service and meticulous attention to detail.
Front Office Associate / Shift In-Charge
Deventure Sarovar Portico
New Delhi
09.2023 - 09.2024
- Shift Management: Led shift operations, coordinated reservations, and ensured efficient front desk functioning.
- Front Office Operations: Managed check-in/check-out, reservations, room blocking, billing, guest requests, and daily front office activity.
- Guest Relations: Addressed guest feedback, resolved complaints, and executed service recovery in accordance with hotel standards.
- Facilitated welcoming of VIP guests and coordinated their special requests. Welcomed and assisted VIP and regular guests while coordinating airport pickup/drop lists and room arrangements.
- Cash & Billing: Managed front office cash control, guest accounts, billing, and payment settlements accurately.
- Records & Compliance: Managed front office documents, upheld hygiene and cleanliness, and ensured compliance with safety and operational standards.
Education
Diploma - Hospitality, Travel Management & Customer Service
Frankfinn Institute
New DelhiBachelor of Arts (B.A.) -
Bhagini Nivedita College
DelhiSenior Secondary -
CBSE
Delhi 08.2014 - 12.2016
Secondary -
CBSE
Skills
- Front Office Operations
- Check-in & Check-out
- Reservation & Room Assignment
- Billing and cash handling
- Guest Relations & Customer Service
- Complaint resolution
- VIP Guest Handling
- Upselling services
- Shift & Team Supervision
- Departmental coordination
- Opera Cloud PMS
- iCloud PMS
- Vingcard Key Systems
- IDS
- Telecommunications systems
- Operational Efficiency
- Problem-solving skills
- Health Compliance
- Office software proficiency
- Communication & Listening
Languages
Bengali
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2
Achievements And Languages
Best Employee of the Month - 2 Times, Deventure Sarovar Portico
Property Management And Hotel Systems
Best Employee of the Month - 2 Times, Deventure Sarovar Portico, English, Advanced, Hindi, Advanced, Bengali, Native
Timeline
Front Office Associate
Welcomhotel by ITC Hotels
04.2026 - Current
Senior Front Office Associate
Sarovar Portico
06.2025 - 01.2026
Front Office Associate
The Umrao - Majestically Urbane Hotel
09.2024 - 06.2025
Front Office Associate / Shift In-Charge
Deventure Sarovar Portico
09.2023 - 09.2024
Senior Secondary -
CBSE
08.2014 - 12.2016
Diploma - Hospitality, Travel Management & Customer Service
Frankfinn Institute
Bachelor of Arts (B.A.) -
Bhagini Nivedita College
Secondary -
CBSE