RAJAN SAINI
Una
Summary
Personable Hospitality Specialist with a successful seven-year track record in achieving guest satisfaction through exceptional guest servicing skills and a deep-seated passion for addressing the needs of patrons. Results-oriented approach complemented by adeptness in inventory management, training, and team leadership. Recognized as a reliable and self-motivated professional with an industrious team player ethos. Eager to embrace a challenging new role that offers opportunities for growth and advancement.
Overview
9
9
years of professional experience
Work History
FRONT DESK MANAGER
DoubleTree by Hilton Gurgaon-New Delhi NCR
10.2024 - Current
- Supervised daily front office operations, ensuring smooth check-in/check-out procedures and high-quality guest service.
- Managed and trained front desk staff, improving team performance, productivity, and service standards.
- Resolved guest complaints and special requests efficiently, maintaining high guest satisfaction and loyalty.
- Conducted daily briefings and shift handovers to maintain clear communication among team members.
- Supported departmental audits and ensured adherence to all SOPs related to service quality, cash handling, and operational compliance.
- Maintained high guest satisfaction by promptly resolving concerns and leading initiatives that improved Guest Feedback Scores
- Analyzed guest feedback trends and implemented actionable service improvements, contributing to higher loyalty and repeat business.
- Monitored and actively managed the hotel’s Review Site Index (RSI) by responding promptly to guest reviews across major platforms,
FRONT DESK MANAGER
Double Tree By Hilton Jaipur
04.2024 - 10.2024
- Expertly craft and oversee employee duty rosters to ensure optimal staffing levels.
- Uphold grooming standards among front office personnel to maintain a professional image.
- Diligently monitor guest services to guarantee exceptional experiences.
- Systematically review guest feedback to drive continuous improvement (positive and Negative Both)
- Efficiently coordinate the preparation and distribution of outgoing and Incoming Mails.
- Inspire and educate front office staff through targeted training initiatives.
- Swiftly address and resolve guest concerns, ensuring immediate satisfaction.
- Oversee seamless guest check-in/check-out processes and adeptly manage group billing.
- Coordinate VIP event logistics to ensure flawless execution of special functions.
- Drive team performance by updating and pursuing Hilton Honors Promotion targets and monthly goals.
DUTY MANAGER
DoubleTree By Hilton Jaipur Amer
10.2022 - 03.2024
- Dynamic team training programs, significantly boosting SALT scores and sales proficiency.
- Implemented innovative strategies that drove revenue growth through increased room occupancy and enhanced upselling.
- Resolved complex guest complaints with finesse, achieving outstanding levels of guest contentment.
- Ensured smooth operational flow during shifts, consistently upholding superior service standards.
- Projected a polished and hospitable image, strengthening guest relationships.
- Provided swift and compassionate service to guests, showcasing adaptability and concern.
FRONT DESK EXECUTIVE
DoubleTree By Hilton Jaipur Amer
12.2021 - 10.2022
- Spearheaded team training initiatives to enhance service quality and sales techniques.
- Collaborated effectively with team members to boost SALT scores and upselling performance.
- Drove revenue growth through innovative strategies, significantly increasing occupancy and upselling rates.
- Successfully managed and resolved intricate guest issues, achieving superior guest satisfaction.
- Led Hilton Honors enrolment efforts, achieving a remarkable 130% enrolment rate in December 2022, up from 47% the previous year.
- Collaborated to raise SALT & upsells
FRONT DESK EXECUTIVE
DoubleTree By Hilton Ahmedabad
08.2019 - 09.2020
- Spearheaded a successful initiative to enhance guest satisfaction, meeting and exceeding targeted goals.
- Managed and directed front desk and night audit operations to ensure seamless coordination.
- Proactively drove revenue growth through strategic up-selling at the front desk.
- Managed front desk ops
- Coordinated night audits
- Drove revenue via up-selling
- Streamlined front desk ops
FRONT OFFICE SUPERVISOR
Radisson City Center Gurugram
02.2019 - 08.2019
- Managed daily operations of front desk, valet, and bell desk, ensuring efficiency and guest satisfaction.
- Developed work procedures, scheduled staff shifts, and optimized workflow for operational excellence.
- Upheld immaculate presentation of workstations, contributing to a professional environment.
- Proactively took on extra duties, providing substantial support to team members and leadership.
- Took on extra tasks for team support
GUEST SERVICE ASSOCIATE
Hilton Garden Inn Baani Square
02.2016 - 02.2019
- Rapidly mastered new systems, emerging as the lead Guest Service Associate.
- Prioritized operational tasks, including guest escorting and managing check-ins/checkouts.
- Diligently ensured meticulous and responsible execution of duties to achieve organizational, departmental, and personal objectives.
- Managed guest check-ins/out
- Led guest service operations
Education
B.Sc - Hospitality & Tourism Management
IHM Kufri Shimla
01.2015
Bachelors in Arts - undefined
D.A.V Sr. Secondary School
01.2011
Skills
- Business Development
- Inventory Management
- Problem Resolution
- Guest Management
- OnQ Knowledge
- Team Player
LANGUAGES
English
Hindi
Punjabi
References
Shubham Shrivastava, Shubham.Shrivastava@Hilton.com, +91 9589023875, DoubleTree by Hilton Goa - Panaji
Timeline
FRONT DESK MANAGER
DoubleTree by Hilton Gurgaon-New Delhi NCR
10.2024 - Current
FRONT DESK MANAGER
Double Tree By Hilton Jaipur
04.2024 - 10.2024
DUTY MANAGER
DoubleTree By Hilton Jaipur Amer
10.2022 - 03.2024
FRONT DESK EXECUTIVE
DoubleTree By Hilton Jaipur Amer
12.2021 - 10.2022
FRONT DESK EXECUTIVE
DoubleTree By Hilton Ahmedabad
08.2019 - 09.2020
FRONT OFFICE SUPERVISOR
Radisson City Center Gurugram
02.2019 - 08.2019
GUEST SERVICE ASSOCIATE
Hilton Garden Inn Baani Square
02.2016 - 02.2019
Bachelors in Arts - undefined
D.A.V Sr. Secondary School
B.Sc - Hospitality & Tourism Management
IHM Kufri Shimla
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