SHREEJA JHA
Madhubani
Summary
Seasoned Front Office Manager with a proven record of elevating guest satisfaction, streamlining operations, and leading high-performing teams. Skilled in guest service excellence, team leadership, and conflict resolution, with a focus on maintaining brand standards, and operational precision.
Known for driving efficiency, eliminating process gaps, and fostering seamless guest journeys. A strategic and results-driven professional committed to optimizing team performance, enhancing service delivery, and maximizing operational impact.
Overview
11
11
years of professional experience
Work History
Front Office Manager
Novotel New Delhi City Centre
05.2024 - Current
- Strategic Planning and Setup (SOP Development, System Implementation, Inventory and Supplies, Space Planning)
- Team Recruitment and Training (Hiring, Training, Team Culture)
- Coordination with Other Departments (Housekeeping, Engineering, Sales & Reservations, Security).
- Guest Journey Design (Pre-Arrival Experience, Check-in/Check-out Flow, Feedback Loop)
- Mock Drills & Soft Opening (Trial Runs, Soft Launch)
- Policy & Documentation (Develop front office manuals, shift procedures, handover templates, and escalation protocols, and ensure compliance with local regulations.)
- Brand Alignment & Readiness (Ensure all services, language, and interactions match the hotel’s brand identity, set standards for guest greeting, up-selling, complaint handling, and loyalty program integration.)
Front Office Manager
Courtyard by Marriott Aravali Resort, Faridabad
04.2023 - 05.2024
- Guest Experience and Service Management.
- Team Leadership and Training.
- Operational Oversight.
- Revenue & Upselling.
- Guest Data and Reporting.
- Coordination with Other Departments
- Compliance and Audit Readiness.
- Technology and System Management.
Assistant Front Office Manager
The Westin Pune Koregaon Park
06.2022 - 04.2023
- Supervised day-to-day front office operations including guest services, check-ins/check-outs, and complaint resolution.
- Supported the Front Office Manager in team leadership, departmental planning, and service delivery excellence.
- Handled guest escalations, ensured timely service recovery, and upheld brand service standards.
- Assisted in staff scheduling, duty allocations, and shift management to ensure optimal team coverage.
- Conducted training and mentoring for Guest Service Associates, new joiners, and cross-trained team members across functions.
- Coordinated with Housekeeping, Engineering, and F&B to ensure seamless guest experiences and room readiness.
- Managed guest feedback, review responses, and follow-ups on platforms like TripAdvisor, Google, and internal systems.
- Oversaw front office cash handling, billing accuracy, rate code validation, and night audit verifications.
- Assisted in handling VIP arrivals, loyalty guest recognition, and special event coordination.
- Ensured compliance with hotel SOPs, brand audits, and local regulations (e.g., ID verification, GST).
- Supported the implementation of upselling initiatives and revenue optimization strategies.
- Acted as Duty Manager in the absence of senior leadership, ensuring smooth hotel operations and guest satisfaction.
W Insider
W Goa
02.2021 - 03.2022
- Acted as the brand ambassador, delivering curated, hyper-local guest experiences in line with W's Whatever/Whenever philosophy.
- Built personalized itineraries and VIP moments for high-profile guests, influencers, and loyalty members.
- Provided insider access to city trends in fashion, music, nightlife, and culture.
- Collaborated with marketing, events, and guest services to enhance guest engagement, and drive brand relevance.
Senior Guest Relations Manager
Park Plaza Riverbank London Hotel
12.2019 - 08.2020
- Managed VIP guest experiences and feedback systems
- Ensured compliance with brand standards and guest satisfaction strategies
Front Office Supervisor / Duty Manager
London Marriott Marble Arch
10.2018 - 12.2019
- Supervised front desk operations and handled guest relations
- Managed schedules, revenue optimization, and team performance
Front Desk Associate
JW Marriott Hotel, Kolkata
03.2017 - 07.2018
- Handled guest check-ins, checkouts, and reservation processes
- Managed room assignments and coordinated with housekeeping
At Your Service Representative
Goa Marriott Resort and Spa
10.2014 - 03.2017
- Operated the switchboard, managed guest calls, and assisted with inquiries
- Provided guest support for room amenities and special requests
Education
SAIL (Systematic Approach to Interactive Learning) Training Program -
JW Marriott Hotel
Kolkata, India10.2017
SAIL (Systematic Approach to Interactive Learning) Training Program -
Goa Marriott Resort and Spa
Panaji, Goa, India03.2017
H.S.S.C -
Surendranath Centenury School
Ranchi, India02.2014
S.S.C -
Surendranath Centenury School
Ranchi, India02.2012
Skills
- Guest service
- Staff supervision
- Reservation management
- Conflict resolution
- Performance evaluation
- Customer relationship management
References
- Ranju Alex, Area Vice President – South Asia, Marriott International, +91 9831200888
- Aman Dhoundhiyal, EAM (The Westin Pune Koregaon Park), +91 9168616090
- Sarah Duffield, Front of House Manager (Park Plaza Riverbank London Hotel), +44 7711144314
- Kristina Mukaite, Ex Front Office Manager (Marriott Marble Arch London), +44 7876131972
- Priyanka George, Ex Front Desk Manager (JW Marriott Kolkata), 09711627787
- Ashwin Vaidya, Ex Front Office Manager (Goa Marriott Resort and Spa), +91 70456 48662
Hobbies and Interests
- Poetry
- Music
- Art
- Cooking
Languages
- English
- Hindi
- Bengali
- Maithili
- Bhojpuri
- Konkani
Personal Information
Date of Birth: 09/17/96
Timeline
Front Office Manager
Novotel New Delhi City Centre
05.2024 - Current
Front Office Manager
Courtyard by Marriott Aravali Resort, Faridabad
04.2023 - 05.2024
Assistant Front Office Manager
The Westin Pune Koregaon Park
06.2022 - 04.2023
W Insider
W Goa
02.2021 - 03.2022
Senior Guest Relations Manager
Park Plaza Riverbank London Hotel
12.2019 - 08.2020
Front Office Supervisor / Duty Manager
London Marriott Marble Arch
10.2018 - 12.2019
Front Desk Associate
JW Marriott Hotel, Kolkata
03.2017 - 07.2018
At Your Service Representative
Goa Marriott Resort and Spa
10.2014 - 03.2017
SAIL (Systematic Approach to Interactive Learning) Training Program -
JW Marriott Hotel
SAIL (Systematic Approach to Interactive Learning) Training Program -
Goa Marriott Resort and Spa
H.S.S.C -
Surendranath Centenury School
S.S.C -
Surendranath Centenury School
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