CHHORTEN TAMANG
Elmhurst,USA
Summary
I am a highly motivated worker with 7+ years of experience handling the front office duties in three different hotels including 2 years of experience as a front office manager. Having spent several years in this industry, I know how to connect with people. I excel in organizational and time management skills to plan, prioritize, coordinate, and execute the work efficiently and accurately. I have 2+ years' experience of choices hotel system, 3+years' experience in Opera system and 1 year experience in Opera Cloud system. My enclosed resume contains additional details about my qualifications and experience.
Overview
6
6
years of professional experience
Work History
Front Office Manager
The Shelburne Hotel by Sonesta
New York, New York
06.2023 - Current
- Travel Pass champion- enrolled over 350+ travelpass members every month
- Nor1 winner almost every month making over $11000+ upsell revenue monthly
- Acted independently as MOD, covering AM, PM and ON shifts
- Offered MOD support to other unsupervised departments as needed like bellman, security
- Assisted in monitoring inventory of front office supplies and placed orders to maintain adequate stock levels.
- Assisted the higher mgmt in making schedules for both front office and bell/doorman
- Oversaw VIP arrivals
- Prepared ammenities and welcome kit for VIP arrivals
- Tracked and followed up on in-house guest challenges
- Resolved guest's complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Replied to all the guest complaint emails or general queries through hotel's email, booking.com messages as well
- Liaised with other departments to ensure guest satisfaction
- Assisted with post-stay guest follow up
- Monitored and coordinated concierge requests
- Provided site tours of the hotel if needed
- Delivered Passionate & Engaging Service to our Guests
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
- Recognized by management in multiple occasion for providing exceptional customer service and being exceptional at my job
Front Desk Agent
The Empire hotel
New York, New Yorkp
06.2021 - 06.2023
- Greeted and checked in/out 200 + guests (as this hotel has 427 rooms) on average per day in a timely, friendly, and efficient manner alongside
- Number 1 upsell winner since the hotel started the upsell program
- Acted as MOD when there is no manager on shift
- Trained over 10 new front desk agents
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Balanced the whole house by upgrading and downgrading different guests. Also prepared walk letters and convinced the guest to walk over to the sister hotel when the hotel is oversoldp
- Worked with different companies like booking.com, Expedia, Priceline, hotels.com, hotels tonight, etc
- Processing all payments and helping with directions throughout hotel facilities
- Answered incoming/outgoing calls within three rings using courtesy greeting and telephone etiquette
- Assisted guests as concierge by anticipating guests needs and responding promptly and courteously
- Worked closely with various departments including operations and sales to identify and anticipate and exceed guest needs and expectations
- Resolved customer complaints promptly and courteously.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Recognized multiple times as a employee of the month
Front Office Supervisor
The Paul Hotel NYC
New York, New York
08.2018 - 12.2020
- Prepared room list equally to all the Room Attendants keeping seniority in mind
- Advised housekeeping staff when rooms where vacated and ready for cleaning
- Handled the lost and found department
- Trained over 15 new front desk agents
- Processed guest arrivals and departures including all necessary payments
- Routinely booked guest reservations for individuals and groups
- Contacted necessary departments or service providers to remedy guest complaints and requests
- Documented incident reports and alerted risk management department
- Reported maintenance problems to the appropriate personnel
- Responsible for inventory, storage
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Scheduled staff shifts and assigned duties as needed.
- Managed inventory levels of supplies, equipment, and services used by the front office team.
Education
business administration and management -
Gannon university
Erie, PA01.2017
High school - business management
St. Lawrence
Kathmandu, NepalMiddle school -
Kailash Bodhi school
Kathmandu, NepalSkills
- Opera experience
- Opera Cloud experience
- Choice experience
- Exceptional customer service
- Microsoft (word, PowerPoint)
- Multi-language
- Reliable & resourceful
- Cash handling expertise
- Multitasking
- Flexible
- Punctual
Timeline
Front Office Manager
The Shelburne Hotel by Sonesta
06.2023 - Current
Front Desk Agent
The Empire hotel
06.2021 - 06.2023
Front Office Supervisor
The Paul Hotel NYC
08.2018 - 12.2020
business administration and management -
Gannon university
High school - business management
St. Lawrence
Middle school -
Kailash Bodhi school