Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Shamal Prasad

San Rafael,CA

Summary

Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Front Desk Supervisor

Omni Hotels & Resorts
San Francisco, CA
01.2024 - Current
  • Monitored the front desk staff to ensure proper customer service was provided.
  • Resolved customer complaints promptly and efficiently.
  • Coordinated room assignments by considering guest preferences and special requests whenever possible.
  • Ensured that all safety regulations were followed at all times.
  • Supervised daily operations at the front desk including check-ins and checkouts, reservations.
  • Analyzed data from surveys to identify areas of improvement in the hotel's services.
  • Participated in meetings with other managers to discuss strategies for increasing profitability.
  • Provided guidance and mentorship to team members in order to help them develop their skills.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Worked with room service, housekeeping, maintenance and security to meet all guest needs.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Received incoming calls and coordinated with staff to fulfill customer requests.
  • Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Arranged special accommodations for guests to enhance visitor experiences.
  • Provided concierge services for guests.
  • Conducted nightly audits to maintain PCI compliance and reporting standards.

Front Office Manager

HYATT REGENCY SOMA
10.2022 - 12.2023
  • Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
  • Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
  • Coordinated with other departments to ensure smooth functioning of operations.
  • Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
  • Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
  • Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
  • Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
  • Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.

Front Office Manager

Embassy Suites Airport
South San Francisco, CA
04.2022 - 10.2022
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Managed guest check-in and check-out procedures, reservations and payments.
  • Corrected guest issues promptly with knowledgeable and friendly service.
  • Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
  • Managed customer complaints and rectified issues to complete satisfaction.
  • Mentored new staff on correct procedures, compliance requirements and performance strategies.
  • Managed tasks and responsibilities for front office employees when the team was understaffed.
  • Worked with housekeeping, maintenance and security to meet all guest needs.
  • Developed lasting relationships with guests that built loyalty and drove hotel revenue.
  • Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
  • Anticipated guests' needs ahead of time and responded to requests efficiently.
  • Provided concierge services for guests.
  • Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
  • Created and optimized employee schedules for shift coverage.
  • Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
  • Resolved guest complaints promptly and followed-up to verify restored satisfaction.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Orchestrated staff meetings to maintain open communication and quickly address concerns.
  • Conducted staff performance evaluations to monitor progress and individual skills.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed completed work to verify consistency, quality and conformance.

Operations Supervisor

Hampton Inn By Hilton
Petaluma, CA
04.2021 - 04.2022
  • Mentored new employees, demonstrating best methods for servicing clients and guests.
  • Responded to and resolved guest issues or complaints.
  • Oversaw recruiting, interviews and new employee hiring.
  • Managed team of front desk agents, supervising personnel in issue resolution.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Directed all day-to-day operations of HOTEL facility to provide safe and enjoyable guest experience.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Maintained staff by recruiting, selecting and developing personal growth opportunities.
  • Executed and optimized operational responsibilities to promote seamless delivery of services.
  • Engaged employees to create safe, energetic work environment through feedback and recognition.
  • Trained, assisted and supervised 25-member team, resulting in improved efficiency.
  • Delegated work to staff, setting priorities and goals.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Computed balances, totals or commissions to support accounting team.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.

Night Manager

Four Points Sheraton Hotel
San Rafael, CA
09.2019 - 04.2021
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
  • Ran end-of-day computer functions and closed out reports, submitting details to Accounting manager for review.
  • Assessed data and information to check entries, calculations and billing codes for accuracy.
  • Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
  • Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
  • Provided end-of-month audits of resort to upper management as required.
  • Responded to and resolved guest issues or complaints.

Front Desk Associate

Holiday Inn Express Hotel
MIL VALLEY, CA
05.2017 - 09.2019
  • Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
  • Handled payment processing and provided customers with receipts and proper bills and change.
  • Delivered friendly and knowledgeable support to current and prospective customers.
  • Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
  • Greeted, registered, and assigned guests to rooms according to individual requirements.
  • Encouraged guests to participate in rewards programs to promote brand loyalty.
  • Coordinated with housekeeping, maintenance and grounds teams to address guest needs with professionalism and detail orientation.

Casino Accounting Supervisor

Graton Resort & Casino
Rohnert Park, CA
10.2012 - 05.2017
  • Investigated discrepancies in financial data and prepared corrective journal entries.
  • Prepared monthly balance sheet reconciliations for review by management.
  • Ensured compliance with all federal, state and local laws regarding taxation and reporting requirements.
  • Collaborated with external auditors during year end audits to provide necessary information for filing taxes accurately.
  • Assisted with the annual audit process by providing account analysis, schedules, and other requested documents.
  • Provided guidance to staff on accounting issues such as tax regulations, expense reporting guidelines.
  • Reviewed financial reports for accuracy and compliance with generally accepted accounting principles.
  • Selected, trained, assigned, scheduled and coached employees and communicated job expectations.
  • Reviewed and reconciled discrepancies in accounts and financial documentation.
  • Prepared ad-hoc financial reports and analyses for senior management to support strategic decision-making.
  • Administered tax filings, including sales tax, payroll tax, and other government reports.
  • Verified and posted account transactions to prepare checks and maintain accounting ledgers.
  • Prepared and reviewed financial statements, ensuring they comply with GAAP and other applicable standards.
  • Supported annual audits by providing information and answers to auditors.
  • Oversaw daily operations of the accounting department, ensuring accuracy and compliance with financial regulations.
  • Managed inventory accounting, including valuation, costing, and adjustments.
  • Coordinated month-end and year-end closing processes, facilitating timely financial reporting.
  • Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.

Hotel Front Desk Agent

Marriott Hotel
Sonoma, CA
01.2012 - 10.2012
  • Handled high volume of phone calls and routed to proper guest or internal department.
  • Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
  • Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Drafted guest invoices and posted charges to individual accounts.
  • Developed vast knowledge of local area to provide guests with information about dining options, arts, culture and other entertainment.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
  • Welcomed guests to front desk and engaged in friendly conversations while conducting check-in process.
  • Cultivated professional relationships with guests, improving customer retention through coordinated service.
  • Arranged special accommodations for guests to enhance visitor experiences.
  • Worked with housekeeping and maintenance staff to address and resolve building and room issues.

Assistant Store Manager

Sam's Mini Market
Santa Rosa, CA
05.2011 - 02.2012
  • Developed an effective system for tracking inventory levels, ensuring stock is available when needed.
  • Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
  • Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
  • Answered customer questions and addressed problems and complaints in person and via phone.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.

Buyer

Morris Hedstrom
Suva, Central
01.2009 - 05.2011
  • Worked closely with Accounts Payable department to resolve invoice discrepancies.
  • Developed relationships with vendors to ensure timely delivery of goods.
  • Provided support during vendor audits by gathering relevant documents.
  • Conducted quality assurance inspections upon receipt of goods from vendors.
  • Managed monthly purchase order shipments by deadline and cancellation dates.
  • Maintained records of all purchases, pricing, and other important data.

Restaurant Shift Manager

McDonald's Restaurant
Manykau, New Zealand , Auckland
11.2008 - 12.2009
  • Analyzed operational problems such as theft and wastage, developing strategies to resolve them quickly.
  • Performed routine maintenance checks on kitchen equipment such as fryers and ovens.
  • Ensured all safety and sanitation regulations were followed in the restaurant.
  • Monitored cash registers during shifts to ensure accuracy of transactions.
  • Ensured compliance with food safety objectives and quality control standards throughout shift operations.
  • Supervised restaurant personnel to ensure efficient operation during assigned shift hours.
  • Inspected dining room serving stations for neatness, cleanliness, adequate supplies of needed items, correct temperature of foods, freshness of products served in accordance with established standards.
  • Resolved customer complaints in a timely manner.

Education

Master of Arts - Business Management

UNIVERSITY oF OTAGO
DUNEDIN, NEW
12.2008

Bachelor of Arts - Business Management

UNIVERSITY oF THE SOUTH PACIFIC
SUVA,FIJI
11.2007

Skills

  • Computer skills
  • Reliable and trustworthy
  • Communication
  • Relationship building
  • Team management
  • Basic Math
  • Decision-making
  • Planning
  • MS Office
  • Organization
  • Problem resolution
  • Friendly, positive attitude
  • Active listening
  • Troubleshooting
  • Analytical
  • Data Management
  • Team building
  • Training & Development
  • Team Building and Supervision
  • System Updates
  • Guest Relations
  • Account Changes
  • Operations Oversight
  • Cash Control
  • Word Processing
  • Hospitality Services
  • Guest Check-In and Check-Out
  • Reservations Management
  • VIP Priority Options
  • File Management
  • POS System Operation
  • Analytical Mastery
  • Task Delegation
  • Concierge Support
  • Complaint Management
  • Listening Skills
  • Revenue Management
  • Reservation Management
  • Compliance Monitoring
  • Strong Leadership
  • Cash Handling
  • Customer Service Management
  • Training and Mentoring
  • Staff Training
  • Cash Management
  • Administrative Skills
  • Time Management
  • Property Management Systems
  • Issue Resolution
  • Effective Planning
  • Problem-Solving Skills
  • Staff Development
  • Staff Training and Development
  • Conflict Management
  • Guest Safety
  • Staff Supervision
  • Scheduling and Planning

Certification

  • Went to school for Aircraft engineering

Languages

English
Full Professional

References

References available upon request.

Timeline

Front Desk Supervisor

Omni Hotels & Resorts
01.2024 - Current

Front Office Manager

HYATT REGENCY SOMA
10.2022 - 12.2023

Front Office Manager

Embassy Suites Airport
04.2022 - 10.2022

Operations Supervisor

Hampton Inn By Hilton
04.2021 - 04.2022

Night Manager

Four Points Sheraton Hotel
09.2019 - 04.2021

Front Desk Associate

Holiday Inn Express Hotel
05.2017 - 09.2019

Casino Accounting Supervisor

Graton Resort & Casino
10.2012 - 05.2017

Hotel Front Desk Agent

Marriott Hotel
01.2012 - 10.2012

Assistant Store Manager

Sam's Mini Market
05.2011 - 02.2012

Buyer

Morris Hedstrom
01.2009 - 05.2011

Restaurant Shift Manager

McDonald's Restaurant
11.2008 - 12.2009

Master of Arts - Business Management

UNIVERSITY oF OTAGO

Bachelor of Arts - Business Management

UNIVERSITY oF THE SOUTH PACIFIC

Similar Profiles

CREATE PROFILE
Shamal Prasad