Uttaran Acharya
BANGALORE
Summary
Dedicated and meticulous manager with several years of experience excelling at prioritizing, completing multiple tasks simultaneously and achieving project goals. Dynamic and results-driven Front with a proven track record of excellence in hospitality management. Skilled in overseeing front desk operations, optimizing guest services, and leading high-performing teams to deliver unparalleled customer satisfaction. Proficient in implementing strategic initiatives to enhance operational efficiency and service quality. Focusing on achieving organizational goals and surpassing performance targets.
Overview
10
10
years of professional experience
Work History
ASSITANT FRONT OFFICE MANAGER
The Leela Bhartiya City
BANGALORE
11.2023 - Current
- Created reports related to guest feedback surveys and service quality metrics.
- Maintained accurate records of all transactions for accounting purposes.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
- Supervised night audit process including reviewing reports for accuracy.
- Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
- Maintained accurate records of guest accounts using property management system.
- Coordinated room assignments, check-in and check-out processes and other guest services activities.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Resolved billing discrepancies in a timely manner.
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Ensured that all staff members were properly trained on hotel policies and procedures.
- Investigated customer complaints and took corrective action when necessary.
- Developed strategies for improving customer satisfaction ratings.
- Enforced safety regulations among front office staff members.
- Provided leadership by setting an example for other employees to follow.
- Maintained up-to-date knowledge of all hotel products, services, pricing plans and promotions.
- Coached and counseled employees to enhance performance and eliminate process lags.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Prepared and analyzed front office reports to track performance and identify improvement areas.
- Liaised with sales and marketing team to implement strategies that enhance guest experience and increase occupancy.
- Facilitated staff training programs on customer service, software use, and emergency procedures.
- Conducted regular staff meetings to update team on hotel policies, guest feedback, and objectives.
- Resolved conflicts between customers or staff members professionally.
- Performed administrative duties such as filing documents, answering phones.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Coordinated with other departments to ensure smooth functioning of operations.
- Negotiated contracts with vendors and service providers for front office operations.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
Duty Manager
The Leela Bhartiya City
BANGALORE
11.2022 - 11.2023
- Provided training sessions for new staff members on company policies and procedures.
- Scheduled and organized daily shift rotations for a team of up to 15 employees.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Conducted regular inventory checks to ensure adequate stock levels were maintained at all times.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Delegated tasks appropriately amongst team members according to individual skillsets.
- Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
- Reviewed customer feedback surveys in order to identify areas for improvement.
- Monitored performance of staff members, offering advice where appropriate.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
Duty Manager
Radisson Bengaluru City Center
Bengaluru
12.2019 - 10.2022
- Provided training sessions for new staff members on company policies and procedures.
- Scheduled and organized daily shift rotations for a team of up to 15 employees.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Maintained accurate records of staff attendance, sales figures and stock levels.
- Investigated customer complaints in a timely manner, resolving issues efficiently.
- Organized employee appraisals, providing feedback where necessary.
- Delegated tasks appropriately amongst team members according to individual skillsets.
- Managed disciplinary processes for employees who failed to adhere to company policies or procedures.
- Developed and implemented strategies to improve customer service.
- Reviewed customer feedback surveys in order to identify areas for improvement.
- Monitored performance of staff members, offering advice where appropriate.
- Assisted with recruitment processes when necessary, interviewing potential candidates.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Created positive work environment for employees and delivered exceptional customer service.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Assisted guests with inquiries regarding hotel amenities, local attractions, transportation options.
- Recorded guest issues in response tracking system to monitor resolution and schedule follow-up.
Front Office Duty Manager
Royal Orchid Central
Bangalore
05.2019 - 11.2019
- Performed administrative tasks such as filing paperwork or updating records in computer systems.
- Conducted regular audits of the front office area to ensure accuracy in billing and reservations systems.
- Monitored daily operations of the hotel lobby, reception desk, and telephone switchboard.
- Facilitated smooth check-in and check-out processes for guests.
- Reviewed occupancy reports each day to identify any discrepancies or issues that may arise.
- Assisted with training new employees on front office duties such as customer service techniques, cash handling policies.
- Processed payments from guests and provided accurate change when necessary.
- Utilized problem solving skills to resolve conflicts between customers and staff members.
- Developed and implemented procedures for handling emergency situations according to company policy.
- Liaised with housekeeping staff to ensure rooms were ready for incoming guests.
- Inspected work areas regularly to ensure cleanliness standards are met.
- Ensured guest satisfaction by providing timely responses to guest inquiries and complaints.
- Coordinated with other departments to ensure smooth functioning of daily operations.
- Maintained complete knowledge of all hotel services, features, local attractions, and special events occurring at the hotel or nearby areas.
- Handled confidential information with discretion while maintaining security protocols set forth by management.
- Added value to guest experiences through anticipating needs before they arise.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Monitored office inventory to maintain supply levels.
- Developed and maintained a positive working environment, fostering team collaboration.
- Liaised with sales and marketing team to implement strategies that enhance guest experience and increase occupancy.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Implemented standard operating procedures to improve guest check- and -out process.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Implemented loyalty programs and promotional offers to retain and attract guests.
- Managed budget for front office department, including forecasting and cost control measures.
- Recruited and trained new employees to meet job requirements.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed business performance data and forecasted business results for upper management.
Senior Guest Service Associate
The Lalit Great Eastern
Kolkata
09.2015 - 10.2019
- Greeted and checked in guests, ensuring all information was accurate and up-to-date.
- Assisted with training new team members on proper guest service techniques.
- Created weekly reports detailing occupancy rates, revenue totals, cash flow projections.
- Managed the daily operations of the front desk, including reservations, check-ins and check-outs, room assignments, and billing inquiries.
- Prepared daily shift briefings for other Guest Service Associates on duty.
- Performed cashiering duties such as processing payments, issuing receipts, and balancing daily transactions.
- Maintained an orderly work area by organizing supplies, filing documents, and adhering to safety protocols.
- Responded promptly to guest inquiries and requests via telephone, email, and in person.
- Resolved customer complaints and escalated issues as appropriate.
- Provided excellent customer service to ensure guest satisfaction.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
Team Leader
The Golkonda Hotel
Hyderabad
11.2018 - 04.2019
- Managed inventory levels for supplies used in the Front Office department, such as stationery items, key cards.
- Conducted weekly meetings with front office staff to discuss updates on current projects, share best practices and provide feedback on their performance.
- Maintained a high level of customer service standards and ensured staff compliance with hotel policies and procedures.
- Monitored cash drawers at each shift changeover and ensured accurate balancing of accounts receivable records.
- Developed monthly work schedules for front office staff based on business needs and budget constraints.
- Implemented innovative ideas and processes to improve overall efficiency and productivity of the Front Office department.
- Coordinated with housekeeping staff regarding room availability status and communicated updated information to guests accordingly.
- Trained new hires on proper front desk operations and provided ongoing coaching to ensure job performance excellence.
- Resolved customer complaints efficiently by listening carefully, identifying root cause of issues and providing appropriate solutions.
Operator Service and Guest Service In-charge
Le Meriden
Kochi
09.2014 - 08.2015
- Adhered to all company policies related to telephone etiquette and customer service standards.
- Provided customer service to callers by answering questions and providing requested information.
- Followed through with customers until their issue was resolved satisfactorily.
- Transferred calls as necessary to appropriate departments or personnel.
- Resolved customer inquiries quickly and efficiently by utilizing problem-solving skills.
- Assisted customers with placing orders over the phone.
- Offered suggestions for improving customer service processes in order to provide better experiences for callers.
- Kept up-to-date on product features and services offered by the company.
- Provided technical support when needed for troubleshooting problems on the phone.
- Participated in emergency preparation meetings to understand crisis management procedures.
Education
Bachelor of Science - Hotel Management
Punjab Technical University
KOLKATA 01-2014
High School Diploma -
Board of Higher Secondary Examination
KOLKATA04-2007
Skills
- Guest Relations Management
- Scheduling
- Customer Service
- Employee Management
- Communication Management
- Front Desk Operations
- Inventory Oversight
- Concierge services
- Staff Supervision
- Workflow Optimization
- Cash Handling Accuracy
- Property Management Systems
- Revenue management
- Staff Training and Development
- Operations Management
- Complaint Handling
- Financial Reporting
- Expense Tracking
Languages
Bengali
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Accomplishments
- Awarded as Employee of the Month
- Best Grooming of the month
- Certificate of Outstanding Dedication & Commitment Towards Guest Satisfaction.
- Certificate of Brand Ambassador demonstrating exemplary behavior with guest Philosophy - "Atishi Devo Bhava" & "Leela Dharmas"
Timeline
ASSITANT FRONT OFFICE MANAGER
The Leela Bhartiya City
11.2023 - Current
Duty Manager
The Leela Bhartiya City
11.2022 - 11.2023
Duty Manager
Radisson Bengaluru City Center
12.2019 - 10.2022
Front Office Duty Manager
Royal Orchid Central
05.2019 - 11.2019
Team Leader
The Golkonda Hotel
11.2018 - 04.2019
Senior Guest Service Associate
The Lalit Great Eastern
09.2015 - 10.2019
Operator Service and Guest Service In-charge
Le Meriden
09.2014 - 08.2015
Bachelor of Science - Hotel Management
Punjab Technical University
High School Diploma -
Board of Higher Secondary Examination
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