Victor Indra Bhujel
Burlington,USA
Summary
Dynamic hospitality professional with a proven track record at Hilton Burlington Lake Champlain, adept in Opera Software and delivering Japanese-style hospitality. Excelled in enhancing guest satisfaction and streamlining operations, evidenced by winning Employee of the Year. Skilled in leading diverse teams, leveraging Apple hardware for operational efficiency, and embodying poise under pressure.
Overview
14
14
years of professional experience
Work History
Housekeeping Manager/ Front Desk Manager
Hilton Burlington Lake Champlain
Burlington, USA
07.2024 - Current
- Train housekeepers on cleaning and maintenance tasks
- Oversee staff daily
- Check rooms and common areas for cleanliness, including stairways and lounge areas
- Schedule shifts and arrange for replacements in cases of absence
- Establish and educate staff on cleanliness, tidiness, and hygiene standards
- Motivate team members and resolve any issues that occur on the job
- Respond to customer complaints and special requests
- Monitor and replenish cleaning products, including floor cleaners, bleach, and rubber gloves
- Participate in large cleaning projects as required
- Ensure compliance with safety and sanitation policies in all areas
- Ensure day-to-day operations of the 258 Rooms run smoothly
- Schedule manning to demand and align with the budget
- Drive the loyalty program recognitions and oversee the delivery of the program benefits
- Entertain regular and potential clients and maintain excellent guest relations
- Provide subordinates with frequent feedback on their performance, conduct appraisals, and deliver disciplinary actions
- Serve as an administer for branded systems including Hilton Honors ONQ system, guest voice, Mobile Check In
Night Manager
Kimpton Shinjuku Tokyo (IHG Groups)
Tokyo, Japan
01.2024 - 05.2024
- Manages and monitors activities of all Front Office department employees, ensuring they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training, and correcting where needed
- Maintain a professional and high-quality service-oriented environment at all times
- Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests, and any other issues that may arise
- Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
- Inform all Overnight staff of nightly activities, group and VIP arrivals, special requests, and repeat guests
Assistant Manager
Prince Hotel Tokyo Bay Japan
Tokyo Bay, Japan
09.2022 - 12.2023
- Ensure the day-to-day operations of the 605 rooms run smoothly
- Schedule manning to demand and align with the budget
- Drive the loyalty program recognitions and oversee the delivery of the program benefits
- Entertain regular and potential clients and maintain excellent guest relations
- Provide subordinates with frequent feedback on their performance, conduct appraisals, and deliver disciplinary actions
- Serve as an administrator for branded systems including guest voice, and Mobile Check-In
Assistant Housekeeping Manager
Marriott International Hotels Group
Kiroro, Japan
01.2020 - 08.2022
- Company Overview: The Kiroro is a Five-star snow and lush summer forest in pristine Japanese wilderness
- In Kiroro, the winter valleys are the snowiest on earth and the best place to learn to ski powder
- The summer forests are abundant with nature and adventure
- Responsible for the daily operations, training, and leadership of the Housekeeping Team and the responsibility for public areas as well
- Manage the daily operation of staff in the winter season more than 100 staff and in the summer seasons more than 50 staff work handling as bellows
- Leading the Housekeeping Department, absent the Housekeeping Manager or Executive Housekeeper
- Ensure smooth operation of the department and upkeep of the hotel
- Taking briefing of supervisors to inform the upcoming position of the hotel and action to be taken
- Taking part in the day-to-day briefing of room boys and training them about the standard of cleanliness
- Checking the Quality of linen and uniforms
- Ensure the cleaning agents, tools, and machines are used properly
- Ensure the cost control of the department
- Making weekly and monthly work schedules and ensuring the work is completed on time
- Responsible for the cleanliness of guest rooms, corridors, and the heart of the house area to the Public
- Checks the occupied and departure rooms, giving special attention to guest needs
- Ensures that the entire operation is performed as per the laid down standards
- To organize immediately the guest needs under intimation to EHK/Executive
- Manage guest requests, including VIP amenities, and communicate them to the relevant team members
- Routine inspection of guest bedrooms to ensure they meet standards
- Aware of all room categories and amenities
- Achieve positive outcomes from guest queries in a timely and efficient manner
- Carry out lost and found procedures
- Report maintenance issues to the Maintenance/Engineering Department
- Trainer to the Room Attendant & Supervisor for COVID-19 prevention according to Ecolab Company & Hotel Brand Standards
- Represent the needs of the team to others in the hotel
- Comply with hotel security, fire regulations, and all health and safety legislation
- Assist other departments wherever necessary and maintain good working relations with other departments
- The Kiroro is a Five-star snow and lush summer forest in pristine Japanese wilderness
- In Kiroro, the winter valleys are the snowiest on earth and the best place to learn to ski powder
- The summer forests are abundant with nature and adventure
Front Desk Agent
Sheraton Okinawa Sun-marina Hotel & Resort
Okinawa, Japan
04.2017 - 01.2020
- Greet and assist guests with luggage, to and from vehicles as well as to and from hotel rooms
- Provide all guests (including groups) with a friendly, accurate, and efficient check-in / check-out process while following the company’s policies and procedures
- Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals
- Ensure the front desk/lobby areas remain clean, organized, and ready to greet guests
- Compute bills, collect a payment, post-charge, adjustments, and make a charge accurately for the guest
- Promote the Marriott Bonvoy loyalty program to any non-enrolled guests
- Accurately process enrollments for guests joining the program and correctly deposit points into eligible return accounts
- Handling International guest requests, arranging the guest request, controlling room status, and helping Japanese staff in translating international guest requests into Japanese
Turn Down Service & Guest Service
St. Regis Hotel & Resort
Japan, Japan
01.2014 - 12.2017
- As a Turndown Attendant, I have experience in cleaning rooms but to a high standard
- I would provide a warm turn down by doing a slight fold on the bed, closing curtains, replacing the amenities the guest uses, taking out the garbage, and dimming down the lights
- Sometimes guests request to set up a honeymoon room, Anniversary set up, or Birthday set up and for VIP guests or membership guests with a team, we use towels to make different towel decorations like elephants, swans, hearts, etc
- As a Guest Service, I gained experience in greeting guests, answering their inquiries, handling the accommodation process, making service recommendations, and solving complaints
- Sometimes helped Japanese staff translate their Japanese language to English languages to the guests understand what or she tries to say to the guests
- In the absence of the butler staff, I got an opportunity to learn the butler’s services, for example, polishing the guest’s shoes, preparing the welcome drink and welcome cards, putting the guest’s clothes in the laundry, informing each department if a guest requests something espials, and reports to the housekeeping department if any guest request regarding for room cleans
Housekeeping Supervisor & Laundry Department
Radisson Blu Hotel | Park Inn
Abu Dhabi, UAE
11.2010 - 12.2012
- Staffed in the Housekeeping Department and laundry department where I familiarized myself with and used all the cleaning materials and tools
- I have also been tasked with training, assisting, and supervising a team of housekeeping staff members, where I demonstrated strong leadership and organization skills, along with a solid work ethic
- I have been an expert at managing staff and delegating work effectively and possess superb communication skills that allow me to quickly fit into any existing team
- I learned the basic general duties like dusting, cleaning, and vacuuming
- I have experience in uniform and Guests’ laundry attendance Establishes/maintains an effective working relationship with laundry service to ensure the service provided meets established hotel standards
- Works under minimal supervision, completing assigned tasks in a timely fashion
- Ensures all equipment and work areas are kept clean, neat, stocked/ replenished, and orderly always
- Handle all lost and found items according to established procedures
- I did cross-training for laundry management and handling the department
- For being nominated as the heart of house host of the month and employed of the year in 2012 by Radisson-Blu Hotel and Park Inn Abu Dhabi, Yas-Island
Education
Hotel Management Degree A - Diploma course
YMCA International College
Japan03.2017
Japanese Language Courses -
Nippon Academy
Gunma-ken, Japan03.2015
Bachelor`s Degree - Business Administration Studies
Tribhuvan University
Kathmandu, Nepal03.2011
Higher Secondary Education - Computer Science, Economics, Accountancy, and Marketing
Higher Secondary Education Board
Nepal03.2009
School Leaving Certificate -
Nepal03.2008
Skills
- Creative problem solver
- Opera Software
- Lenovo computers
- Apple hardware
- Excel
- PowerPoint
- Microsoft Word
- Guest Voice
- Empower system
- Customer relationship management
- Hospitality
- Quality assurance
- Japanese style of hospitality
- Assisting customers with poise and tact
References
Kataoka Chikako, Head of Hotel Management Teacher, YMCA International Hotel Management College, Kataoka-chikako@osakaymca.org, 06-6441-9067
Personal Information
Nationality: Nepal
Timeline
Housekeeping Manager/ Front Desk Manager
Hilton Burlington Lake Champlain
07.2024 - Current
Night Manager
Kimpton Shinjuku Tokyo (IHG Groups)
01.2024 - 05.2024
Assistant Manager
Prince Hotel Tokyo Bay Japan
09.2022 - 12.2023
Assistant Housekeeping Manager
Marriott International Hotels Group
01.2020 - 08.2022
Front Desk Agent
Sheraton Okinawa Sun-marina Hotel & Resort
04.2017 - 01.2020
Turn Down Service & Guest Service
St. Regis Hotel & Resort
01.2014 - 12.2017
Housekeeping Supervisor & Laundry Department
Radisson Blu Hotel | Park Inn
11.2010 - 12.2012
Hotel Management Degree A - Diploma course
YMCA International College
Japanese Language Courses -
Nippon Academy
Bachelor`s Degree - Business Administration Studies
Tribhuvan University
Higher Secondary Education - Computer Science, Economics, Accountancy, and Marketing
Higher Secondary Education Board
School Leaving Certificate -
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