Sreosi Mukherjee
Dallas,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Assistant Front Office Manager
The Leela Palace Bengaluru
04.2022 - 10.2023
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
- Develops specific goals and plans to prioritize, organize, and accomplish your work
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
- Strives to improve service performance
- Collaborates with the Front Office Manager on ways to continually improve departmental service
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
Front Desk Manager
The Ritz-Carlton Bangalore
05.2021 - 04.2022
- Manager on Duty serving as a resource and support to all departments in the absence of Department Heads and Executive Committee Members
- Coordinating all aspects to keep the shift focused and consistent in their work
- Leading and coaching Front Office team towards achieving the highest levels of exceptional guest service and colleague satisfaction results, through the application of corporate standards and policies
- Strong focus on development and implementation of departmental goals in areas of occupancy, guest services, maintaining standards and employee engagement
- Continuous commitment to provide excellent service and exceeding every guest's expectation
- To ensure a safe working environment is maintained at all times and colleagues are committed to work
- Conducting trainings for staff members on regular basis through daily briefings and weekly sessions for employee growth and achievement of customer satisfaction
- Ensuring policies and procedures laid are adhered by department to exceed guest's satisfaction and achieve pinnacle of Customer Feedback Scores
- Maintaining appropriate standards in appearance, uniforms and conduct for staff members on shift
- Preparing and cross verifying night audit reports with accuracy for Front Office Manager on daily basis
- Keeping track on follow up and non repetition of reasons for guest's dissatisfaction, by discussing feedback and conducting appropriate training sessions.
Assistant Manager - Front Desk (Lobby Manager)
Hyatt Regency Delhi
09.2018 - 04.2021
- Responsible for Day to Day Front line and Guest Services Operations
- Handling Shifts and Monitoring Check In and Check Out procedures to comply with the Brand Standards
- Developing relationships with influential and repeat guests to seek their preferences, which assist in maintaining their loyalty, thus, assures constant business
- Leading and Coaching Front Office team to keep up the efficiency and deliver high standards of guest experience by ensuring Policies and Procedures are adhered to
- Coaching on Upselling
- Familiarizing New Joiners
- Trainees and Management Trainees into the Department
- Seeking guest feedback and responding to guest complaints in a timely manner and to keep a track of non-repetition of reasons for guest dissatisfaction
- Ability to adapt and implement changes in the department
- Working as the Night Manager in the Hotel
- Working as Manager - Reservations in the Post COVID-19 times to ensure that the standards are all well maintained and smooth Operations.
Assistant Manager - Front Desk
Taj Mahal Hotel, New Delhi
06.2017 - 08.2018
- Full understanding of Day and Night Front Desk Operations
- Blocking of Rooms for the Repeat and VIP guests and looking into the preferences and Inventory Management
- Adhering to policies and procedures of to ensure smooth operation
- Working as a Shift Cashier and a Shift In charge
- Working as Assistant Manager - Taj Club and handled all arrivals and Departures of Club, Suites and Premium Members
- Handled Group Check Ins and Assisted in Check Ins of many Diplomats.
Team Leader (THT)- Butler Services
The Rambagh Palace
07.2016 - 08.2017
- Learnt the art of Order-taking skills as per brand standards and handled guest order-taking
- Exposure to working in Restaurant
- Learning skills of Butlers
- Service in guest rooms for In-room Dining orders
- Contributed significantly towards Unique Dining Experience upselling
- Personal butler to eminent resident guests
- Personalized In-room Check-ins and Check-outs.
Taj Hospitality Trainee (Front Desk)
The Taj Lake Palace
07.2015 - 06.2016
- Learnt front desk operations and assisted in guest Check-in and Check-out processes
- Managing all incoming guests' calls in the Telephones department
- Looking into Guest Queries and ensuring prompt delivery of Services
- Conducting Property Show rounds and engaging Guests in the Palace Tours and Evening Walks
- Handled filling up & updating of C - forms
- Learnt the operations of Concierge handling
- Handled messages for the resident guests
- Learnt to work on Opera 5.0.
Education
B.Sc. in Hospitality & Hotel Administration -
Institute of Hotel Management
Senior Secondary Education -
National Institute of Open Learning
Skills
- Concierge services
- Cash Handling Accuracy
- Property Management System (Opera)
- Complaint Handling
- Front Desk Operations
- Employee Management
- Guest Relations Management
- Staff Supervision
- Reservation Management
Accomplishments
- Received guest recognition through Medallia Guest satisfaction surveys at Taj Lake Palace & Rambagh Palace
- Received guest recognition on social media through TRIPADVISOR
- Personal butler to Mrs. Nita Ambani during her stay at The Rambagh Palace
- Received guest recognition and reviews on Medallia at Hyatt Regency Delhi
- Was Awarded the Employee of the Quarter 2019-2020
Timeline
Assistant Front Office Manager
The Leela Palace Bengaluru
04.2022 - 10.2023
Front Desk Manager
The Ritz-Carlton Bangalore
05.2021 - 04.2022
Assistant Manager - Front Desk (Lobby Manager)
Hyatt Regency Delhi
09.2018 - 04.2021
Assistant Manager - Front Desk
Taj Mahal Hotel, New Delhi
06.2017 - 08.2018
Team Leader (THT)- Butler Services
The Rambagh Palace
07.2016 - 08.2017
Taj Hospitality Trainee (Front Desk)
The Taj Lake Palace
07.2015 - 06.2016
B.Sc. in Hospitality & Hotel Administration -
Institute of Hotel Management
Senior Secondary Education -
National Institute of Open Learning
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