Suraj Kumar Gupta
Hyderabad
Summary
Dynamic Front Office Manager with a proven track record at Mercure, excelling in service management and guest relations. Spearheaded initiatives that enhanced customer satisfaction and operational efficiency. Adept in staff training and process optimization, leveraging strong leadership skills to drive team performance and achieve reservation goals. Proficient in PMS-Opera software.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Front Office Manager
Mercure
Hyderabad
02.2024 - Current
- Streamlined operations by assisting the Operation Manager in planning and executing activities for optimal hotel functionality.
- Fostered interdepartmental coordination, enhancing cooperation, productivity, and guest service quality.
- Stepped in to manage hotel operations in the Operation Manager's absence, promoting a friendly work environment.
- Implemented initiatives to bolster customer relations, service standards, and efficiency.
- Conducted joint cleaning audits with clients, ensuring adherence to quality standards and addressing any deficiencies.
- Provided exceptional customer support, maintaining professionalism and poise in addressing concerns.
- Performed regular reviews of accounts, procedures, and personnel to refine processes and elevate performance.
- Ensured VIP guests received personalized attention for a comfortable stay.
- Compiled daily and monthly reports, contributing to informed decision-making.
- Managed inventory effectively, handling overbookings with strategic solutions.
- Delivered comprehensive training to staff, ensuring consistent service excellence.
- Drove loyalty program success, meeting and exceeding monthly and annual targets.
- Forecasted daily project needs, achieving hotel reservation goals and optimizing room occupancy.
- Supervised reservation operations, including room inventory, group bookings, and revenue maximization strategies.
- Oversaw reservations, maximized revenue, and ensured smooth process execution.
Front Office Manager
The Park Hotels
Chennai
01.2023 - 02.2024
- Assist the Operation Manager to plan and execute all activities for the smooth functioning of Hotel.
- Establish and maintain seamless coordination with all departments to ensure maximum cooperation, productivity, morale and guest services systems.
- Run the hotel in absence of the Operation Manager with following and creating friendly workplace.
- Initiated plans to improve customer relations, quality standards and service efficiency, conduct independent and collaborative cleaning standard audits with client representatives according to a predetermined schedule, and take appropriate action in the event that a standard shortfall is found.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
Assistant Front Office Manager
Novotel & Ibis
Chennai
08.2022 - 12.2022
- Assist the Room Division Manager in overseeing the daily operations of the front desk and reception area.
- Train and supervise front desk staff in customer service and office procedures.
- Ensure that all guests are greeted in a friendly and professional manner.
- Handle guest inquiries, complaints, and requests in a timely and efficient manner.
- Manage room reservations and handle check-in and check-out procedures.
- Monitor and maintain inventory of office supplies and equipment.
Duty Manager
Novotel & Ibis
Chennai
01.2017 - 11.2017
- Lead, motivate, and oversee a team of employees.
- Delegate tasks and responsibilities to team members.
- Provide coaching and feedback to team members to improve performance.
- Set performance goals and monitor progress.
- Ensure that team members are meeting deadlines and producing high-quality work.
- Work closely with other team leaders and managers to coordinate efforts.
- Serve as a point of contact for team members and address any issues that arise.
- Develop and implement strategies to improve team performance and efficiency.
Front Office Associate
Novotel & Ibis
Bengaluru
02.2015 - 12.2016
- Greet and welcome guests in a friendly and professional manner.
- Check guests in and out, ensuring all necessary information is collected accurately.
- Process payments and maintain cash handling procedures.
- Answer phone calls and emails, responding to inquiries and requests promptly.
- Assist guests with any questions or concerns, providing helpful information and resolving issues as needed.
Front Office Associate
Aloft Whitefield
Bengaluru
04.2014 - 01.2015
- Answer phone calls and emails, responding to inquiries and requests promptly.
- Assist guests with any questions or concerns, providing helpful information and resolving issues as needed.
- Maintain a clean and organized front desk area.
- Coordinate with housekeeping and other departments to ensure guest needs are met.
Education
BACHELOR OF ARTS -
ST. Marry Collage
Bangalore01.2017
DIPLOMA IN HOTEL MANAGEMENT -
JAC Jharkhand
Jharkhand, Jharkhand01.2011
Skills
- Service management
- Front office operations
- Reservations management
- Guest relations
- Audit compliance
- Staff training
- Process orientation
- Computer literacy
- Microsoft Office proficiency
- Problem solving
- Organizational skills
- Leadership development
- Staff management
- Employee training
- Internet applications expertise
- Micros and Win-HMS systems
- PMS-Opera software
References
- Abanti Swain, AFM (JLL-Hyderabad), +91 9741450939, abanti.swain@jll.com
- John Surendranath, General Manager (Mercure Mangalore), +91 9731537960, john.surendranath@accor.com
- Jisan Sarkar, Operation Manager (ibis Chennai Sipcot), +91 8939880329, jisan.sarkar@accor.com
Languages
- Hindi
- English
Accomplishments
- Manager of the Month, September 2024 (Mercure Hyderabad KCP)
- Rooms and guest experience person of the year 2024 (Accor South Asia 2024)
- Manager of the Month, August 2024 (Mercure Hyderabad KCP)
Certification
- All-Star and Loyalty Champion (MEA APAC All-Star Loyalty Accreditation)
- Train the trainer
- Anti-bribery and corruption policy
- Antibribery and corruption policy and influence peddling
- Watch - Act against the sexual exploitation of children in the tourism sector
Languages
English
First Language
Hindi
Proficient (C2)
C2
Timeline
Front Office Manager
Mercure
02.2024 - Current
Front Office Manager
The Park Hotels
01.2023 - 02.2024
Assistant Front Office Manager
Novotel & Ibis
08.2022 - 12.2022
Duty Manager
Novotel & Ibis
01.2017 - 11.2017
Front Office Associate
Novotel & Ibis
02.2015 - 12.2016
Front Office Associate
Aloft Whitefield
04.2014 - 01.2015
BACHELOR OF ARTS -
ST. Marry Collage
DIPLOMA IN HOTEL MANAGEMENT -
JAC Jharkhand