Hem Raj
Ivins,United States
Summary
Seasoned hospitality professional with over a decade of experience in luxury hotels and resorts across the globe. Expertise in guest experience optimization, revenue management, and front office leadership. Passionate about elevating service standards, training high-performing teams, and ensuring operational excellence. Proficient in multiple hotel PMS systems, with a commitment to delivering exceptional guest satisfaction in multicultural environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Guest Service Agent (J1 Exchange, Pre-opening)
Black Desert Resort
10.2024 - Current
- Contributed to the pre-opening of Black Desert Resort by assisting in hosting the first PGA TOUR tournament as the resort’s opening event, ensuring front desk and guest services were fully prepared for the grand launch.
- Assisted in setting up front desk systems, familiarized with daily procedures, and helped ensure smooth operations during the soft opening phase.
- Provide daily check-in/check-out services, manage reservations, and ensure guests’ needs are met consistently with attention to detail.
- Anticipate and resolve guest concerns, offer personalized recommendations, and ensure a seamless experience across all guest services.
- Operate the PBX system, handle reservation updates, manage restaurant bookings via OpenTable, and coordinate with housekeeping, bell staff, and concierge for smooth operations.
- Adapt quickly to evolving procedures, contribute to efficient front office operations, and promote resort amenities such as the golf course, dining outlets, and wellness center.
- Maintain a professional and polished presence as a front-line ambassador for the resort's luxury brand and values.
- Accurately process guest charges, manage billing inquiries, monitor credit limits, and obtain additional authorizations as needed to ensure smooth payment transactions and maintain financial accuracy.
Duty Manager
The Raintree Hotels
02.2024 - 09.2024
- Ensure all guests are warmly welcomed during check-in, check-out, and throughout their stay, consistently delivering a high standard of service.
- Oversee room allocations and manage the check-in/check-out processes in alignment with hotel standards.
- Personally attend to VIP guests, providing exceptional service and ensuring their stay exceeds expectations.
- Proactively resolve guest concerns, discrepancies, and incidents, ensuring timely and efficient solutions.
- Regularly monitor guest feedback and implement changes to improve guest satisfaction and hotel performance.
- Ensure accuracy in guest folios, overseeing billing processes to maintain consistency and financial accuracy.
- Manage staff rosters and provide leadership, support, and training to all team members, fostering a positive work environment.
- Oversee hotel operations during the night shift, ensuring quality service, guest safety, and operational efficiency.
- Prepare and present daily and monthly reports, focusing on optimizing inventory, upselling rooms, and promoting hotel services to maximize revenue.
Front office Executive
Cerf Island Resort
12.2019 - 01.2024
- Oversee guest arrivals and departures in the Front Office, process payments, issue room keys, and provide detailed information on resort amenities and local attractions.
- Manage reservations to optimize inventory, maximize revenue, and ensure smooth operational flow.
- Lead the Front Office team, coordinating with departments such as Food and Beverage, Housekeeping, and Reservations to ensure seamless operations and 100% guest satisfaction.
- Regularly engage with guests, gather feedback, and resolve concerns to enhance the guest experience.
- Ensure adherence to billing and operational procedures, maintaining compliance with resort standards.
- Create Front Office team schedules, assign duties, and manage staff to ensure optimal performance and smooth operations.
- Coordinate and book excursions, handling logistics for boat, land, helicopter transfers, and scenic flights.
- Conduct Night Audit, verifying room rates, charges, and payments, and finalize end-of-day procedures, including generating relevant reports.
Assistant manager Front office & Housekeeping (HOD)
Naveen Hotel Lakeside
12.2018 - 12.2019
- Oversee Front Office, reservations, Housekeeping, and transportation operations, ensuring seamless daily operations and consistently high-quality service, while managing a team of 50+ members.
- Regularly engage with guests, gather feedback, and resolve concerns to enhance the guest experience.
- Ensure strict adherence to billing and operational procedures, maintaining compliance with hotel standards.
- Manage OTA inventory and pricing to ensure optimal availability for corporate, wedding, and leisure groups, while partnering with the sales team to maximize revenue opportunities.
- Create schedules, assign tasks, and manage staff to ensure optimal performance and efficient operations across departments.
- Monitor and manage guest satisfaction scores, implementing action plans to continually improve service standards.
Duty Manager
Sterlings Mac Hotel & Suites Bangalore (Unit of Sterling Mac Group- Doha)
10.2015 - 06.2018
Front Office Executive
Royal Orchid Central
02.2015 - 10.2015
Tr. Front Office Executive
ITC Fortune Park Galaxy
03.2014 - 12.2014
Front Office Supervisor
Sterling Kodai by the Lake
07.2012 - 12.2013
Education
MBA - Hospitality and Tourism Management
Amity University (D.E.)
12-2020
Graduation - BA English
Sikkim Manipal University (D.E)
07-2016
One Year Diploma Course - AHTM (Aviation Hospitality and Travel Management)
Frankfinn Institute of Air Hostess Training
06-2012
12th - Commerce
Himachal Board of School Education
03-2011
Skills
- Opera clouds
- Oracle Hospitality Systems (Fidelio Opera)
- Microsoft Office
- Outlook
- IDS Fortunenext
- Protel Hotel PMS
- INNKEY
- Nuvola
Websites
Certification
- Successfully completed The Eurocopter EC 120 Passenger Handling & Safety procedures Ground Course by ZilAir.
- Certificate of Appreciation from multiple organization.
- Train the trainer certificate from ITC Fortune Park Galaxy.
LANGUAGE SKILLS
Hindi
Native or Bilingual
English
Professional Working
Timeline
Guest Service Agent (J1 Exchange, Pre-opening)
Black Desert Resort
10.2024 - Current
Duty Manager
The Raintree Hotels
02.2024 - 09.2024
Front office Executive
Cerf Island Resort
12.2019 - 01.2024
Assistant manager Front office & Housekeeping (HOD)
Naveen Hotel Lakeside
12.2018 - 12.2019
Duty Manager
Sterlings Mac Hotel & Suites Bangalore (Unit of Sterling Mac Group- Doha)
10.2015 - 06.2018
Front Office Executive
Royal Orchid Central
02.2015 - 10.2015
Tr. Front Office Executive
ITC Fortune Park Galaxy
03.2014 - 12.2014
Front Office Supervisor
Sterling Kodai by the Lake
07.2012 - 12.2013
MBA - Hospitality and Tourism Management
Amity University (D.E.)
Graduation - BA English
Sikkim Manipal University (D.E)
One Year Diploma Course - AHTM (Aviation Hospitality and Travel Management)
Frankfinn Institute of Air Hostess Training
12th - Commerce
Himachal Board of School Education
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