Oshan Budathoki
San Francisco,CA
Summary
Dynamic Front Desk Ambassador with over 5 years of experience delivering exceptional personalized and wellness-focused service in high-volume, gateway market environments. Proficient in managing the complete guest lifecycle through Opera Cloud, ensuring financial integrity by adhering to strict standard operating procedures while fostering a culture of care. Recognized for balancing operational discipline with guest well-being, consistently maintaining executive composure and driving guest satisfaction scores through innovative operations and personalized engagement strategies. Committed to enhancing the guest experience by leveraging expertise in hospitality excellence and a passion for service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Palihotel SF (Palisociety)
San Francisco, CA
03.2025 - Current
- Maintain the property’s high standards of guest well-being by anchoring every interaction in established SOPs, ensuring that rigorous financial security and operational consistency create a seamless, worry-free environment for every arrival.
- Balance the house bank through meticulous processing of guest charges, adjustment vouchers, paid-outs, and daily financial reconciliations.
- Perform routine audits of the guest ledger (bucket checks) to verify billing accuracy and finalize accounts with zero-margin for error.
- Partner with Housekeeping and Engineering to resolve room status discrepancies, ensuring a seamless check-in flow and optimal inventory management
- Serve as the primary communications link, answering department lines within three rings with professional etiquette and ensuring rapid dispatch of requests via HotSOS.
- Proactively resolve issues with empathy and a service recovery mindset, maintaining professional composure during high-pressure sold-out nights and guest "walks."
- Cultivate incremental revenue through strategic upselling of room upgrades and curated property amenities that enhance the guest’s stay.
Front Desk Agent
Kean Hotel (Patel Family)
San Francisco, CA
08.2019 - 12.2024
- Championed service recovery efforts, resolving complex guest complaints and special requests to protect GSS (Guest Satisfaction) metrics.
- Managed high-volume financial transactions utilizing Opera Cloud, ensuring 100% accuracy in billing and timely invoicing for corporate and leisure guests.
- Verified registration card information and payment methods for all arrivals, ensuring secure handling of guest data and credit backup.
- Strategized Room Inventory Management, coordinating assignments to ensure room readiness and strict adherence to property quality standards.
- Served as a Local Brand Ambassador, providing curated recommendations for San Francisco’s wellness, dining, and transit to enhance the guest experience.
- Analyzed performance reports to assist management in tracking guest satisfaction trends and improving daily service delivery.
Cashier
Exxon Gas Station (ExxonMobil)
Houston, TX
09.2017 - 06.2019
- Managed high-volume financial transactions and complex daily cash reconciliation, focusing on fast, accurate POS processing for rapid customer turnover.
- Resolved immediate, high-stress customer issues and complaints using advanced de-escalation skills to ensure positive outcomes and mitigate risk in a high-traffic retail setting.
- Executed rigorous security and loss prevention protocols, including active inventory tracking and surveillance monitoring, to safeguard company assets and ensure compliance.
- Demonstrated superior ability to multitask and maintain workflow prioritization while simultaneously managing cash, stock, and customer flow in a constrained environment.
Education
Bachelor’s Degree -
Saint Cloud State University
St. Cloud, MinnesotaHigh School Diploma -
Kasthamandap A-Level Academy
Kathmandu, NepalSkills
- Advanced Opera Cloud Proficiency
- Rigorous Financial & Operational Compliance
- Professional PBX & Multi-line Etiquette
- Audit Procedures (Bucket Checks/Ledgers)
- High-Volume Logistic Management
- Inventory & Room Status Reconciliation
- Dynamic Workflow Prioritization
- Anticipatory Service Planning (CRM)
- Wellness & Care Centric Service Delivery
- Interdepartmental Collaboration & Synergy
- Impeccable Service Recovery & De-escalation
- Strategic Upselling and Revenue Growth
Certification
- Episcopal Community Services (ECS): San Francisco, CA
- ServSafe California Food Handler Program: 2024
Languages
English
Nepali
Hindi
Spanish
Timeline
Front Desk Agent
Palihotel SF (Palisociety)
03.2025 - Current
Front Desk Agent
Kean Hotel (Patel Family)
08.2019 - 12.2024
Cashier
Exxon Gas Station (ExxonMobil)
09.2017 - 06.2019
Bachelor’s Degree -
Saint Cloud State University
High School Diploma -
Kasthamandap A-Level Academy