Utpal Ghosh

• Implemented quality control systems that boosted overall product consistency and reliability.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Developed strong relationships with vendors, resulting in better pricing and improved service quality.
• Interacted well with customers to build connections and nurture relationships.
• Trained and guided team members to maintain high productivity and performance metrics.
• Championed safety protocols to maintain secure working environment, reducing workplace accidents significantly.
• Increased profit by streamlining operations.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Led hiring, on boarding and training of new hires to fulfill business requirements.
• Worked well in team setting, providing support and guidance.
• Proven ability to learn quickly and adapt to new situations.
• Self-motivated, with strong sense of personal responsibility.
• Demonstrated high level of initiative and creativity while tackling difficult tasks.
• Developed and maintained courteous and effective working relationships.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Implemented quality control systems that boosted overall product consistency and reliability
• Facilitated smooth collaboration between departments through clear communication channels
• Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times

· Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis according to the brand standards.

· Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.

· Coordinate daily activities with hotel management on daily basis.

· Provide effective support to the team to enable them to provide effective and efficient services.

· Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.

· Clear understanding of the hotels business strategies then set goals and to determine action plans to meet those goals.

· Identify new markets and business opportunities and increase sales.

· Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, trade shows, etc.

· Work closely with Revenue Manager to ensure proposed rate negotiations meet the financial needs of the hotel.

• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Developed effective communication channels within team to improve decision-making process and problem-solving abilities.
• Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.

· Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis according to the brand standards.

· Ensuring the front desk provides a professional and friendly service to the guest.

· Dealing with guest, including handling complaints when they come to the desk.

· Coordinate daily activities with hotel management on daily basic.

• Prepared reports to assist business leaders with key decision making and strategic operational planning.
• Created, prepared, and delivered reports to various departments.
• Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
• Learned and adapted quickly to new technology and software applications.

· Hold monthly department meetings keeping staff informed off all activities in the hotel, reinforcing standards of excellence and promoting a strong team atmosphere and culture.

· Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.

· Make suggestion for improvements in overall operations with an emphasis.

• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Implemented staff training programs, improving employee performance and team cohesion.
• Managed senior-level personnel working in marketing and sales capacities.
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Developed and maintained courteous and effective working relationships.
• Worked well in a team setting, providing support and guidance.
• Resolved problems, improved operations and provided exceptional service.

• Maintained compliance with company policies, objectives, and communication goals.
• Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
• Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
• Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
• Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
• Mentored and supported junior staff members to apply best practices and follow procedures.
• Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
• Supervised and coordinated team to provide guidance and support and maximize performance.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Developed and implemented new procedures and policies to improve operational productivity.
• Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
• Solicited customer feedback to identify and improve on areas of weakness.

• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Evaluated existing operational procedures for potential improvements leading to increased efficiency within the front office department.
• Improved office operations by automating client correspondence, record tracking and data communications.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
• Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
• Kept high average of performance evaluations.
• Dispersed petty cash to employees and collected and managed receipts.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

· Conduct Briefing for all staff during Night Shift.

· Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.

· Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.

· Must actively participate in the decision-making process on guest relocation for nights when overcapacity, execute accordingly and ensure a smooth relocation process.

· Ensure the accurate completion of the daily night audit in a timely fashion.

· Be aware and able to enforce all fire-life-safety procedures.

• Implemented new security measures, reducing incidents of property damage or theft on premises.
• Streamlined night audit process, ensuring accuracy in daily financial reports and data reconciliation.
• Oversaw day-to-day operations of 200-room hotel with staff of 300 employees