Hi, I’m
Chahat Negi
Abu Dhabi
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
9
years of professional experience
Work History
Plaza Premium Group Abu DhabiAbu Dhabi
Front Office Manager
11.2023 - Current
Job overview
- Strives to improve guest and employee satisfaction and maximize the performance of the department
- Encourages and builds mutual trust, respect and cooperation among team members
- Ensures recognition of employees is taking place across areas of responsibility
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress
- Conducts department meetings and continually communicates a clear and consistent message regarding the front office
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Pullman HotelDelhi
Assistant Front Office Manager
04.2023 - 11.2023
Job overview
- Assisted the Front Office Manager in all aspects of her duties and also managed the department overall
- Scored 93.4% in BSA /LQA audit 2022/2023
- Overachieved the department targets of Upsell/enrolments/Rising Star/Audit positively Ensured compliance with all Front Office Policies, standards and procedures
- Directs and works with managers and employees to successfully execute all front office operations
- Strives to improve guest and employee satisfaction and maximize the performance of the department
- Encourages and builds mutual trust, respect and cooperation among team members
- Ensures recognition of employees is taking place across areas of responsibility
- Communicates performance expectations in accordance with job descriptions for each position and monitors progress
- Conducts department meetings and continually communicates a clear and consistent message regarding the front office
- Handled Department and hotel Yearly Audits such as Brand Standard Audit, ISRA Audit, PWC finance audit
- Keeps front office Team focused on the critical components of operations to drive guest satisfaction and desired financial results
- Manages department controllable expenses to achieve or exceed budgeted goals
- Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOP’s)
- Maximize occupancy, revenue and average rate while maintaining high service standards
- Conducts Evening meetings to discuss VIP arrivals, special requests and previous complaints with the department heads to provide exception service
- Liaise closely with the Finance department and personally ensure that credit procedures are properly carried out
- Randomly check VIP rooms for preferences and amenities
- Works on Manpower planning and management needs
- Attending Group Pre con meetings and ensuring the groups are pre-planned and handled well
- Actively participate and involved in Credit meetings, P&L meetings, REVMAX and Budget and forecast meetings for Rooms division.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Trained new-hires on procedures to better service customers.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
JW Marriott KolkataKolkata
Assistant Front Office Manager
03.2022 - 03.2023
Job overview
- A 5-star accommodation with understated elegance and sophistication
- 281 rooms and with exceptional suites and Executive Floors
- Four distinctive dining options include an inspired Asian restaurant and an edgy discotheque offering vibrant nightlife
- The holistic Spa by JW offers a host of therapies to help you relax
- Renowned JW personalized service, coupled with one of the largest ballrooms in the city, make our hotel an ideal destination for weddings, corporate and social events
- Expansive indoor and intimate outdoor event space includes a distinctive boardroom with modern facilities, five lavish studios and an elegant bridal room that offers the perfect place to don bridal finery.
Pullman & Novotel New Delhi AerocityDelhi
Duty Manager
11.2021 - 04.2023
Job overview
- Manager on Duty for both Pullman and Novotel, managing operations and ensuring highest level of operating standards at all times for both hotels Pullman and Novotel simultaneously.
- Implemented high-impact guest service and financial initiatives, resulting in increased guest satisfaction and profitability for both Pullman and Novotel as per the set SOP’s
- Conduct night audits for PMS during night shifts for both hotels I.e
- Pullman and Novotel
- Preparing night audit reports for Finance in accordance with the set financial reports for both Pullman and Novotel
- Formulating and implementing processes for the smooth functioning of the department ensuring high guest satisfaction
- Lead the team successfully and managed to establish excellent guest feedback on services on social media.
JW Marriott New Delhi AerocityDelhi
Assistant Front Desk Manager
11.2019 - 11.2021
Job overview
- Is one of the busiest business five-star hotels in Aerocity, New Delhi
- The Hotel has total inventory of 511 keys including Rooms & Suites
- The hotel is also a benchmark of excellence for fine dining in Aerocity and offers an exceptional range of award-winning restaurants and bar.
- Responded to customer service inquiries, both in-person and by telephone.
- Managed front desk maintenance of client records and lab data.
- Implemented new procedures for improved front desk organization, increasing overall efficiency.
- Supported the achievement of budgetary targets by controlling expenses related to staffing levels or supplies.
JW Marriott New Delhi AerocityDelhi
Room Controller/ FO Executive
10.2018 - 10.2019
Job overview
- Overall In Charge of Reception to ensure smooth operations (in terms of Reception Rosters, Trainings, Operations Audits, Checking Registration Cards &C Forms, Crew Handling Etc.)
- Responsible for all Financial Queries, Pay masters, Trainings and Staff Development & Group Billing
- Assisting Front Office Manager on controlling room inventory.
- Reviewed contracts financially impacting company and counseled executive leaders on impact contracts would have on company operations.
Courtyard by Marriott Gurugram DowntownDelhi
Room Controller/ FO Supervisor
06.2016 - 11.2017
Job overview
- Overall Responsible for room blocking, business blocks and group movements in the hotel
- Profile merging and making arrival departure pattern for next day arrivals
- Group Billing
- Sending a pre - arrival welcome email confirming their preferences and requests
- Sending a post departure email in order to thank them for staying OR an apology email in case they had an unpleasant stay
- Taking training sessions for employees.
Courtyard by Marriott Gurugram DowntownDelhi
Front Office Assistant
03.2015 - 11.2016
Job overview
- Performs all duties at Front Desk as necessary
- Worked in all functional areas such as reception, cashiers, concierge, business center and royal club
- Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
- Requisite Departmental Stores for the entire month in accordance with the departmental budget and the hotels occupancy forecast.
Education
Chitkara School of HospitalityChandigarh
B.Sc. in Hospitality & Hotel Administration from Hospitality
01.2013
DAV Public School, ShimlaShimla
Higher Secondary from Commerce
01.2010
Skills
- Human Resources
- Workflow Optimization
- Staff Management
- Data Entry
- Problem Resolution
- Staff Training and Development
- Policy and procedure modification
- Performance reviewing
- Revenue management
- Training and coaching
- Team Leadership
- Decision-making capabilities
Detailed Professional Responsibilities
- Administrative, Behaves and acts in an exemplary fashion, embodying the brand mindset and representing the management., Ensure Regular Guests and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty program., Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities., Set departmental objectives, work schedules, budgets, policies, and procedures., Fully responsible for the supervision, training and performance of all front of the house, Executive Lounge, and day to day administration of the department., Manages and motivates front office teams in line with the brand's recommended behavioral guidelines, in order to provide personalized high quality guest services., Conducts such functions as interviewing, orientation, hiring in conjunction with the Talent & Culture Department, performance appraisal, counseling, coaching, training and suspension if necessary to ensure appropriate staffing and productivity., Encourage and Motivate Team Work at all times in order to collectively meet and achieve the desired targets., Encourage internal promotions by developing detailed succession plans as per the individual requirement of team members.
- Customer Service, Ensures Reputational Performances Scores target is met., Assist team members when in criticism / complaints from guests and report the same to the ones concerned.
Profile Overview
A passionate hotelier with over 7 years of rich experience in hotel and rooms operations. Expert in Front Office/ reservation & revenue management and Team Management. Demonstrated excellence in developing and follow up of the service standards and operational policies, with a good track record of planning & implementing. Recognized for outstanding organizational skills, public relations and an ability to consistently exceed guest expectation. A demonstrator who can adapt to changing situations and different cultures to achieve results. Designed & implemented training programs for bringing keen customer focus, high energy level and team spirit in the employees. A keen planner, strategist & implementer with expertise in establishing & managing entire operations with key focus on top line & bottom line profitability by ensuring optimal utilization of the available resources.
References
- Mr. Vinod Kumar, +91 9873423836, Hotel Manager, Four Points Sheraton, Ahmedabad
- Ms. Neha Kapoor, +91 8452926791, Director of Rooms, JW Marriott, Kolkata
- Mr. Sumeet Suri, +91 7358535166, General Manager, JW Marriott, Kolkata
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Front Office Manager
Plaza Premium Group Abu Dhabi
11.2023 - Current
Assistant Front Office Manager
Pullman Hotel
04.2023 - 11.2023
Assistant Front Office Manager
JW Marriott Kolkata
03.2022 - 03.2023
Duty Manager
Pullman & Novotel New Delhi Aerocity
11.2021 - 04.2023
Assistant Front Desk Manager
JW Marriott New Delhi Aerocity
11.2019 - 11.2021
Room Controller/ FO Executive
JW Marriott New Delhi Aerocity
10.2018 - 10.2019
Room Controller/ FO Supervisor
Courtyard by Marriott Gurugram Downtown
06.2016 - 11.2017
Front Office Assistant
Courtyard by Marriott Gurugram Downtown
03.2015 - 11.2016
Chitkara School of Hospitality
B.Sc. in Hospitality & Hotel Administration from Hospitality
DAV Public School, Shimla
Higher Secondary from Commerce