RAVI RAJ
North Andover
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Complex Front Office Manager
Aloft/Elements by Marriott
09.2023 - 11.2023
- Ensures compliance with hotel standards to ensure consistent, high-quality guest relations
- Prepared agendas and took notes at meetings to archive proceedings.
- Encouraged team spirit amongst staff members with Leadership and Guidance
- Maximize Room Revenue and occupancy by reviewing status on daily basis
- Analyze rate variance, monitor credit report and maintain close observation of daily house count
- Manages desk through times of stress, and emergencies resolve guest concerns, and implements resolutions using discretion and judgment
- Evaluates the job performance if each front office employee
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Maintained an organized and comprehensive filing system with documentation of purchases, schedules, Forecasts, reports and tracking logs.
- Coached employees through day-to-day work and complex problems.
Guest Services Manager
Westin Copley Place
06.2022 - 09.2023
- Analyze rate variance, monitor credit report and maintain close observation of daily house count
- Maintaining a high level of guest satisfaction by overseeing all guest facing departments at the property
- Evaluate departments members performance while also hiring, training, encouraging teamwork and setting a high level of customer service standards
- Create financial and operational strategies for all the responsible departments during operation meetings
- Created schedules, processing staffs payroll and commissions finalizing within the accounts department.
- Contacting vendors and processing the supplies for the hotel such as computers, uniforms, printers etc.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Managed over 80 staffs to deliver timely and courteous guest service in front desk, Parking and maintenance operations.
- Oversaw day-to-day operations of 803 room hotel with staff of 300 employees.
Front Office Supervisor/MOD
Royal Sonesta
03.2021 - 06.2022
- Always ensured Outstanding customer care and maintained the standard of the
- Hotel and its services
- Trained new employees, worked together with managers to resolve issues
- Used suggestive selling techniques to sell room nights, increased occupancy and revenue
- Resolved customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Front Office Management Trainee
The Eliot Hotel
02.2020 - 03.2021
- Greeted customers upon entry to facility to promote positive relations
- Fielded customer complaints, researched issues and implemented solutions to boost satisfaction
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety
- Collaborated with team members to improve performance and implement training updates.
Front Office Agent
Crowne Plaza
11.2018 - 01.2019
- Welcome and ensure guests receive personalized service and attention
- Operate telephone switchboards to answer, screen or forward calls providing information, taking messages
- Assisted in upselling rooms, promoting rewards program to guests
- Resolved customer complaints and reported issues to senior management.
Front Office Executive
Radisson Blu
04.2017 - 10.2018
- Welcome guests and register their details
- Managed customer complaints and rectified issues to complete satisfaction
- Organized resources and staff necessary to handle requirements and maintain strong service levels
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
Front Office Assistant
The Eliot Hotel
03.2016 - 02.2017
- Welcome and ensure guests receive personalized service and attention
- Registered guest’s details logged requests and issued room keys
- Responsible to look after reservations through calls, emails, third parties or walk- ins
- Assisted with reservation and night audit manager and handled responsibilities for all night shift operations
- Performed check-outs and followed up on feedbacks.
Education
Post Graduate Diploma - International Hotel Management
INLEAD
Bachelor of Business Administration (BBA) - Financial Management . Computer Application, . Marketing Management . HR Management
NSHM
Higher Secondary School Certificate -
Don Bosco Academy
School Certificate -
Don Bosco Academy
Skills
- TECHNICAL SKILLS
- Microsoft Office
- Organizational skills
- PMS (Opera, Lightspeed, HMS)
- Data management
- Analytical mastery
- Customer-oriented
- Human Resources
- Staff development
- Purchase management
- Conflict Management
Timeline
Complex Front Office Manager
Aloft/Elements by Marriott
09.2023 - 11.2023
Guest Services Manager
Westin Copley Place
06.2022 - 09.2023
Front Office Supervisor/MOD
Royal Sonesta
03.2021 - 06.2022
Front Office Management Trainee
The Eliot Hotel
02.2020 - 03.2021
Front Office Agent
Crowne Plaza
11.2018 - 01.2019
Front Office Executive
Radisson Blu
04.2017 - 10.2018
Front Office Assistant
The Eliot Hotel
03.2016 - 02.2017
Post Graduate Diploma - International Hotel Management
INLEAD
Bachelor of Business Administration (BBA) - Financial Management . Computer Application, . Marketing Management . HR Management
NSHM
Higher Secondary School Certificate -
Don Bosco Academy
School Certificate -
Don Bosco Academy
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