HARVINDER (HARVEY) MALHOTRA
Glendale,USA
Summary
Front Desk Agent – Guest Service Representative – Night Audit with 8+ years of hospitality experience delivering efficient check-in/check-out, night audit, and reservation management. Proficient with Opera Cloud PMS, cash handling, revenue reporting, and shrinkage control; skilled at coordinating housekeeping/maintenance and resolving guest issues to uphold safety and service standards. Demonstrates leadership in shift reporting, up-selling to maximize revenue, and cross-functional support (breakfast, laundry, security); seeks to expand responsibilities in operations and revenue optimization.
Overview
9
9
years of professional experience
Work History
Front Desk Agent
Motel 6 / Studio 6
Phoenix, AZ
01.2026 - Current
- Managed guest check-in and check-out processes, ensuring accuracy and efficiency.
- Resolved guest inquiries and complaints promptly to enhance customer satisfaction.
- Maintained knowledge of local attractions and services to assist guests effectively.
- Executed reservation processing through property management system to enhance occupancy rates.
- Respond to guests requests.
- Assists guests with reservations or change.
- Generates invoices and collects payments.
- Maintains safety deposit boxes.
- Receives housekeeping and maintenance requests or work orders and contacts accurate departmental personnel.
- Work as a team with co-workers to complete check lists and daily duties.
- Prepares and consistently restocks the front desk with supplies.
- Other duties as requested by your leader.
Front Desk Agent (AM Shift / PM Shift / Night Audit)
Sonesta Select
Phoenix, AZ
05.2025 - 10.2025
- Greet guests and owners courteously, ensuring professional first impressions and service consistency.
- Register guests, issue keys, provide hotel information, and manage incoming calls with accuracy and efficiency.
- Process guest check-outs promptly while reconciling charges and resolving billing questions.
- Relay housekeeping and maintenance requests to appropriate teams to ensure timely room readiness.
- Process payments accurately, maintain cash security, and reconcile transactions at shift end.
- Restock front desk supplies routinely to maintain uninterrupted operations.
- Secure guest information and transaction details to ensure compliance with privacy standards.
- Handle reservations and cancellations while up-selling room options to increase revenue.
- Apply reservation strategies and pricing policies to optimize occupancy and room revenue.
- Communicate clearly with team members to promote collaboration and operational efficiency.
- Serve in shoppe and pour areas while enforcing alcohol service regulations and safety protocols.
- Fulfill special guest requests to enhance guest satisfaction and personalized service.
- Manage safe-deposit boxes with strict adherence to security procedures.
- Comply with health, safety, and alcohol laws to maintain regulatory compliance.
- Perform additional assigned duties to support smooth front desk and hotel operations.
- Audit and balance daily revenues and prepare accurate financial reports for management.
- Assemble management reporting packs to summarize operational and financial performance.
- Assist with complimentary breakfast setup to ensure guest service standards are met.
- Support laundry operations to maintain timely linen and uniform availability.
- Act as security contact during shift to address incidents and maintain guest safety.
- Coordinate with Operations Manager to investigate and resolve accounting discrepancies.
Guest Service Representative
Extended Stay America
Phoenix, AZ
09.2024 - 04.2025
- Processed guest check-ins and check-outs efficiently while maintaining accurate records and procedures.
- Responded promptly to guest requests, ensuring timely resolution and improved guest satisfaction.
- Assisted with reservations and modifications to maintain booking accuracy and optimize occupancy.
- Generated invoices and managed payments, maintaining cash drawer accuracy per hotel policies.
- Prepared start-of-shift reports and reviewed prior notes to ensure continuity between shifts.
- Verified departures in the system to maintain accurate room status and billing reconciliation.
- Logged housekeeping entry/exit and created maintenance slips to ensure timely room readiness.
- Updated guest profiles during check-in to complete records and support targeted service delivery.
- Reviewed arrivals and assigned room types to streamline check-in and reduce wait times.
- Communicated early and late check-in policies and maintained fee waiver logs to ensure policy compliance.
- Contacted departing guests regarding extensions and new arrivals to confirm satisfaction and encourage rebooking.
- Maintained an organized front desk and placed audit packs on the general manager's desk for review.
- Cleaned fitness and meeting areas and managed lost-and-found items to preserve guest experience.
- Performed laundry duties and cleaned dryer filters after each load to ensure equipment reliability.
- Cleaned employee and public restrooms to maintain hygiene standards and facility appearance.
- Inspected exterior doors for security to protect guests and property.
- Entered detailed shift notes in the binder to document operational issues and follow-up items.
- Counted cash drawer at shift end, completed balance logs, and attached closing reports for audit readiness.
Front Desk Executive
Hotel Jaishree Palace
Bhopal, M.P, India
01.2022 - 04.2024
- Managed guest check-in and check-out processes, ensuring accurate billing and documentation for each stay.
- Responded promptly to guest inquiries and requests, improving guest satisfaction through timely resolution.
- Handled reservations and updates for guests, maintaining accurate records and confirmations.
- Balanced and secured the cash drawer at shift end, attaching reconciliation reports to shift logs.
- Reviewed start-of-shift reports and previous shift notes to ensure seamless handovers.
- Processed guest departures in the property management system to maintain accurate occupancy records.
- Recorded housekeeping times and generated maintenance slips to ensure timely room readiness.
- Verified guest profiles and arrivals for missing information and collected necessary details at check-in.
- Reviewed arrival lists and preassigned rooms to optimize front desk operations and reduce wait times.
- Explained early and late check-in/out policies and documented waived fees in administrative logs.
- Contacted departing guests to confirm extension needs and facilitate seamless stay adjustments.
- Followed up with arriving guests to confirm satisfaction and address any immediate concerns.
- Maintained front desk cleanliness and organized audit materials to support operational readiness.
- Cleaned fitness and meeting areas and managed lost-and-found items to uphold facility standards.
- Performed laundry duties and cleaned dryer filters after each load to maintain linen quality.
- Cleaned staff and public restrooms as needed to ensure hygiene standards.
- Secured all exterior doors each shift to maintain property safety.
- Entered detailed shift notes in the binder to document incidents and handover information.
- Reconciled the cash drawer at shift close and attached the closing report for audit compliance.
Store Manager
Walter & Parker
Bhopal, M.P, India
08.2017 - 12.2021
- Managed daily store operations, maintaining a clean and compliant environment with measurable results.
- Directed inventory control, cash management, and opening/closing protocols to ensure accurate financial handling.
- Resolved customer complaints promptly and professionally, improving customer satisfaction and retention.
- Led store staff with clear communication and regular feedback to maintain performance standards.
- Maintained product levels and organized backroom stock rotation to improve fulfillment efficiency.
- Performed precise point-of-sale opening and closing procedures to ensure accurate daily transactions.
- Updated merchandising displays to highlight new products and promotions and drive measurable sales uplifts.
- Designed merchandising layouts that increased sales through targeted product placement and presentation.
- Evaluated team performance and provided actionable feedback to improve productivity and service quality.
- Trained associates on product knowledge and sales techniques to increase conversion rates and customer satisfaction.
- Maximized sales and reduced shrinkage through attentive customer service and loss-prevention practices.
- Reconciled daily sales transactions to ensure accurate revenue tracking and audit readiness.
- Supervised front counter interactions and assisted guests to sustain high service standards and repeat business.
Education
Post Graduate Diploma in Management - Marketing Management
All India Management Association (AIMA)
New Delhi, India10.2017
Bachelors of Engineering - Electronics & Communication Engineering
NRI Institute of Information Science & Technology (NIIST)
Bhopal, M.P, India07.2009
Higher Secondary School Certificate Examination - undefined
All Saints School
Bhopal, M.P, India07.2004
High School Certificate Examination - undefined
All Saints School
Bhopal, M.P, India07.2002
Skills
- Hospitality & Front Office: Guest Service, Reservation Management, Hotel Management, Receptionist, Telephone Reception, Guest Reservation, Property Management Software (Hotel Key, Opera Cloud PMS), and Night Audit- Operations & Administration: Cash Handling, Invoicing, Administrative Assistance, Housekeeping, Scheduling, Data Entry, Store Management, Inventory Management, and Visual Merchandising- Financial Processing: Cash Register Operations, Point of Sale (POS) Systems, Transaction Processing, Money Counting, Cash Register Reconciliation, and Electronic Payments- Sales & Customer Service: Customer Relationship Management (CRM), Client Need Recognition, Upselling and Cross-Selling Techniques, Promotional Strategies, Revenue Generation, and Customer Satisfaction- Technical & Soft Skills: Microsoft Office (Outlook, Teams), Communication, Leadership, Team Management, Problem-Solving, Negotiation, and Multitasking
LANGUAGES
English (Highly proficient), Spanish (Novice).
Timeline
Front Desk Agent
Motel 6 / Studio 6
01.2026 - Current
Front Desk Agent (AM Shift / PM Shift / Night Audit)
Sonesta Select
05.2025 - 10.2025
Guest Service Representative
Extended Stay America
09.2024 - 04.2025
Front Desk Executive
Hotel Jaishree Palace
01.2022 - 04.2024
Store Manager
Walter & Parker
08.2017 - 12.2021
Post Graduate Diploma in Management - Marketing Management
All India Management Association (AIMA)
Bachelors of Engineering - Electronics & Communication Engineering
NRI Institute of Information Science & Technology (NIIST)
Higher Secondary School Certificate Examination - undefined
All Saints School
High School Certificate Examination - undefined
All Saints School