Suraj Singh

Work History

Service Manager - Duty Manager

The Den Bangalore

Bengaluru, India

06.2024 - Current

Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Met with customers to discuss service needs and develop effective and practical solutions.
Met with customers to discuss service needs and offer available solutions.
Implemented strategies to increase customer service satisfaction ratings.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
To be responsible for front office operation during the absence of Front Office Manager (HOD)

Duty Manager

The Paul Bangalore

Bengaluru, INDIA

11.2022 - Current

Led by example in delivering first-class service, uplifting overall team performance in customer satisfaction surveys
Held regular briefings with team members, motivating staff to achieve exceptional results for customers
Coached and mentored junior staff, developing confidence and competence for improved service delivery
Coordinated daily activity using exceptional organization and planning abilities for smooth-running business operations
Generated reports and attended management meetings and briefs to discuss business needs, track goal fulfillment and make administrative decisions
Responsible for grooming and developing people
Managing expenses by controlling rebates and allowances daily to achieve top lines
Prepare monthly reports and budget for the front office department
Handling the guest complaints with patience and tact, keeping a log of incidents
To achieve optimum sale of rooms through proper yield management
Responsible for smooth functioning of the Front Office, which includes Lobby Management, Travel Desk, Bell Desk, Fitness Centre & Swimming Pool
Enforcing all cash-handling, checking, and credit procedures
Handling customer complaints and special requests
Meeting All VIPs and Handling of VIP Delegation staying at the Hotel

Academic Counsellor

Narsee Monjee Institute of Management Studies

11.2020 - 11.2022

Approaching the student on call or visiting to the AEP center for counselling
Achieving the monthly target given by the university
Making EOD reports and Follow Up sheet on daily basis
Making sure the forms and documents are properly collected and submit to university before the duration of time
Admission confirmation to be done within a week of individual candidates
Training the new joiner with the process and the university program features

Front Office Executive

Fairfield By Marriott

01.2019 - 10.2020

Primarily responsible to ensure that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office staff and maintaining a calm and professional environment at all times
Supervises and assign duty roster for F/O attendant, Concierge, Bell Counter, Guest Relations and also responsible for VIP movement in the hotel
Manage and assist in VIP’s arrival and departure in absence of guest relation officers
Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the Guests
Handover the instructions to the Night Reception, during the high occupancy periods, regarding walk-in guests and also releasing the blocks
Approves and sign for allowances, rebates etc., as required by Front Office Cashier
Authorises charges to be made for late departures and/or compliments on them
Maintains and be guided of hotel policy on credit/lost and found hotel Guests properties
Follows up in credit check report, liaise with credit manager
To responsible for front office operation during the absence of Front Office Manager (HOD)
Night audit process/Rate Variance
Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders

Front Office Executive

Courtyard By Marriott

06.2018 - 10.2018

Supervises and assign duty roster for F/O attendant, Concierge, Bell Counter, Guest relations and also responsible for VIP movement in the hotel
Manage and assist in VIP’s arrival and departure in absence of guest relation officers
Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour
Handover the instructions to the Night Reception, during the high occupancy periods, regarding walk-in guests and also releasing the blocks
Answers guests inquiries, handles complaints and attend to the needs of the Guests

Front Office Team Leader

Crowne Plaza Pune City Center

04.2017 - 05.2018

Respond to guests needs and anticipate their unstated ones and react promptly to them
Actively listen and respond to guest's complaints
Analyze customer feedback and provide strategic direction to continuously improve our overall rating
Coordinate and manage between guests and staff and follow up to ensure complete service recovery
Direct, coach and manage the guest service team, to ensure all standards and operating procedures are adhered to
Handling Groups & Queries related to the group billings
Complying with Brand Standard Audit Pointers on a daily basis
Tabulation of guest issues and compiling reports on weekly, monthly and yearly basis for analysis
Working in coordination with the other departments in order to run operations smoothly

Front Office Associate

Courtyard By Marriott

09.2014 - 12.2016

Handling front desk operations including guest check-in and checkout, being a valuable Shift member.
Responsible for cash handling, dealing with foreign currencies and petty cash, paid out transactions
Ensuring highest aesthetic standards of hotel by coordinating with housekeeping department
Night auditing, Rate variance, Room blocking, Pre-arrival, HK Discrepancy and working as an acting Front office Executive
Make Incident logs (DIR)
Handle the guest inquiries by giving accurate information to guest
Exercise judgment while handling guest inquiries, and respond promptly with accurate and thorough information according to the individual needs of Guests
Handling Team in a sufficient Manner and make them learn for new task
Track on Finance Queries – Comp Form, City Ledger, Refund, CC settlements, wrong postings, No-show, Retentions etc
Push team to achieve their monthly targets related to Medallia (Checkin & Check-out Score), Enrollments, Rising Star, Upsell
Handling guest complaints and closing them to guest satisfaction
Providing excellent services and creating wow moments for the Guest
Arranging Elite and long stayer cocktails that increase guest appreciation and loyalty

Intern

JW Marriott Hotel

12.2012 - 06.2013

Successfully Completed 06 months internship in all the departments

Summary

Overview

Work History

Service Manager - Duty Manager

Duty Manager

Academic Counsellor

Front Office Executive

Front Office Executive

Front Office Team Leader

Front Office Associate

Intern

Education

BHM -

12th - English

10th - English

Skills

Languages

Contact

Hobbies and Interests

Work Preference

Work Type

Work Location

Timeline

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