SHUBHAM SIROHI
Asst. Front Office Manager
Panaji,Goa
Summary
A professional with 12 years of experience in the field of Hospitality Management. Resourceful at maintaining excellent relations with various Customers and providing value-added customer service, ensuring quality and service norms. Proven ability to achieve Service Delivery/ Targets and present reports to senior management in an easy-to-understand manner. Providing motivation to the team members and driving excellent performance from them. An excellent communicator with the ability to deal with manpower issues with accuracy & precision.
Overview
10
10
years of professional experience
Work History
Asst. Front Office Manager
The LaLiT Resort & Spa Bekal - 5 Star Luxury 188 keys
Kerala
01.2023 - 07.2023
- Enhanced skills and knowledge of the front office team through training sessions.
- Contributed to the decision-making process of selecting front office personnel
- Ensured smooth operations by monitoring workload distribution.
- Evaluate the work performance of all front desk personnel
- Collaborated effectively with cross-functional teams
- Provided speedy, efficient, and polite resolution to guest concerns
- Maintained accurate group records
- Efficiently managing and organizing group requirements
- Delivered important updates to the right individuals
- Responsible for ensuring accurate cashier counts and proper handling of cash transactions
- Organizes and leads routine meet-ups for the front office team
- Exemplified a strong commitment to delivering exceptional guest experiences
- Achieved optimal room revenue and occupancy rates by consistently evaluating status
- Assessed rate variance trends, monitored credit report activity, and maintained a vigilant watch on daily house count.
- Ensured appropriate actions were taken for high balance guests
- Ensured adherence to all hotel policies and house rules
- Ensured timely and professional logging and delivery of all messages, packages, and mail
- Promoted a culture of attentive, friendly, helpful and courteous behavior among all employees towards guests, managers and colleagues.
- Ensured efficient record-keeping through an organized and comprehensive filing system for purchases, vouchering, schedules, forecasts, reports, and tracking logs.
Front Office Duty Manager
Imperial Palace - 5 Star Luxury 110 keys
Rajkot
11.2020 - 10.2022
- Assisted with training new employees on front office duties such as customer service techniques, cash handling policies.
- Reviewed occupancy reports each day to identify any discrepancies or issues that may arise.
- Established a system for tracking room inventory levels throughout the day.
- Inspected work areas regularly to ensure cleanliness standards are met.
- Maintained complete knowledge of all hotel services, features, local attractions, and special events occurring at the hotel or nearby areas.
- Monitored daily operations of the hotel lobby, reception desk, and telephone switchboard.
- Facilitated smooth check-in and check-out processes for guests.
- Utilized problem solving skills to resolve conflicts between customers and staff members.
- Ensured guest satisfaction by providing timely responses to guest inquiries and complaints.
- Ensured compliance with safety regulations regarding fire extinguishers, smoke detectors. in public areas.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Utilized property management systems to manage guest bookings, payments, and other transactions.
Front Office Executive
The Al –Manar Grand Hotel - Superior Apartment 171 keys
Dubai
05.2019 - 11.2020
- Utilized expertise in all aspects of front office management.
- Welcomed large volume of guests and improved overall customer service.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Developed strong relationships with customers through effective communication skills.
- Organized incoming mail and distributed it accordingly.
- Assisted with setting up meetings between clients and staff members when required.
- Managed the switchboard system by answering calls promptly and transferring them to relevant departments or personnel.
- Coordinated various events organized within the office premises.
- Prepared weekly reports summarizing customer service issues encountered during the week.
- Created reports based on data collected from front desk activities such as customer visits, appointment schedules.
- Responded to emails sent by customers regarding their queries or complaints efficiently.
- Handled incoming calls professionally while providing accurate information about products or services offered by the organization.
- Trained new front office staff, providing guidance on company procedures and customer service standards.
Front Desk Sr. Supervisor
The Leela Palace - 5 Star Luxury 188 keys
Trivendrum
01.2018 - 04.2019
- Identified areas for process improvement within the department.
- Analyzed data to identify trends or opportunities for improvement.
- Provided leadership and guidance to the team.
- Developed performance standards and evaluated employee performance against those standards.
- Trained new personnel on proper job functions and safety protocols.
- Delivered weekly sales, performance, and inventory reports to managers.
- Resolved customer service issues quickly and effectively.
- Participated in strategic planning initiatives to improve operations.
- Investigated customer complaints promptly and took corrective action as required.
- Coordinated with other departments to ensure completion of projects on time and within budget constraints.
- Created an environment that fosters professional growth among employees.
- Managed disciplinary actions when necessary while maintaining fairness.
- Developed monthly reports detailing progress towards project goals.
- Established work schedules, assigned tasks, and monitored staff productivity.
- Discovered issues that resulted in workplace conflicts and sought immediate resolution to promote productive employee relationships.
Front Office Supervisor
Ramada Hotel - 4 Star 93 keys
Ahmedabad
07.2016 - 01.2018
- Offered warm welcomes to all incoming guests
- Sincerely ensured accuracy of guest details for confirmed reservations
- Proficiently executed the registration formalities of guests with confirmed reservations
- Efficiently managed the allocation of rooms for unanticipated visitors
- Directed room assignments and arranged for bell boy assistance in escorting guests to their accommodations
- Utilized upselling techniques to maximize sales revenue by effectively promoting deluxe accommodations and hotel amenities.
- Collaborated with the housekeeping department to ensure real-time room status updates.
- Ensured effective communication with housekeeping regarding checkouts, late checkouts, early check-ins, and special requests.
- Handled guest check-out requests efficiently.
- Demonstrated proficiency in accurately recording credit charges on guest folios
Front Office Sr. Assistant
Golden Tulip BDI Club And Suites - 4 Star 56 keys
Bhiwadi
05.2013 - 02.2016
- Ensured reservation viability by verifying availability before confirming.
- Maintained adherence to company policy by actively tracking No-shows, cancellations, and applying appropriate charges.
- Conducted Night Audit responsibilities.
- Engaged with guests in the lobby, showcasing hotel amenities.
- Served as a point of contact for guest complaints, effectively addressing and documenting issues.
- Ensured correct input of guest information based on data entry standards.
- Built and fostered positive working relationships with all colleagues within the organization.
- Managed various block movements, including conferences and weddings, with responsibility for billing.
- Ensured smooth operation of the front office and its related areas throughout assigned shifts.
- Oversaw front desk operations to ensure adherence to hotel standards for billing and cash handling.
- Supervised the door, bell desk, parking, and front office areas to ensure a positive first impression.
Education
Diploma in Hotel & Tourism Management -
Alpine Institute of Hotel Management
Dehradoon, India03.2016
Intermediate Education -
Government inter collage
Roorkee, India06.2010
High School Education -
Government inter collage
Roorkee, India06.2008
Skills
- Team Building
- Problem solving & Decision making
- Oral Communication & Writing skills
- Effective Decision Making
- Operations Management
- Communication Management
- Staff Training and Development
- Scheduling
- Revenue management
- Employee Supervision
- Expense Tracking
- Guest Relations Management
- IDS Next Opera
- Microsoft Excel & Word
- Channel Manager - Staah // Maxi
Languages
- English
- Hindi
- Haryanwi
Timeline
Asst. Front Office Manager
The LaLiT Resort & Spa Bekal - 5 Star Luxury 188 keys
01.2023 - 07.2023
Front Office Duty Manager
Imperial Palace - 5 Star Luxury 110 keys
11.2020 - 10.2022
Front Office Executive
The Al –Manar Grand Hotel - Superior Apartment 171 keys
05.2019 - 11.2020
Front Desk Sr. Supervisor
The Leela Palace - 5 Star Luxury 188 keys
01.2018 - 04.2019
Front Office Supervisor
Ramada Hotel - 4 Star 93 keys
07.2016 - 01.2018
Front Office Sr. Assistant
Golden Tulip BDI Club And Suites - 4 Star 56 keys
05.2013 - 02.2016
Diploma in Hotel & Tourism Management -
Alpine Institute of Hotel Management
Intermediate Education -
Government inter collage
High School Education -
Government inter collage
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