Riya Dutta
Sharjah
Summary
Dynamic front office supervisor with 4 years and 8 months of experience in enhancing guest satisfaction and optimizing front desk operations. Successfully led a team to improve check-in processes, resulting in reduced wait times and increased positive feedback. Recognized for creating a welcoming environment and efficiently resolving guest issues to ensure seamless daily operations.
Overview
3
3
Languages
10
10
years of professional experience
Work history
Front Office Supervisor/ Acting Duty Manager
DoubleTree by Hilton Sharjah Waterfront Hotel
Sharjah, UAE
03.2024 - Current
- Supervised 16 front desk agents, operators and bell service staff to ensure high service standards and enhance guest satisfaction.
- Owned daily arrival processing for check-ins, check-outs, reservations, and inquiries.
- Drove onboarding and refresher training programmes as departmental trainer for competence.
- Set shift briefings for special events and VIP guest expectations across teams.
- Managed escalations for guest complaints and special requests to resolve issues promptly and uphold guest satisfaction.
- Challenged teams with daily and monthly target tracking on Google and TripAdvisor.
- Governed adherence to hotel policies, security protocols, and local regulations.
- Led night audit reconciliation by balancing accounts, billing, and stay records.
- Oversaw accuracy checks for logs, reservations, and charges against policy standards.
- Supervised end-of-day reporting, highlighting variances to support management decisions.
- Held service leadership through mutual trust, respect, and cross-team cooperation.
- Coordinated outsourced transport operations with complete guest records and accounting.
- Controlled room allocation decisions during high-season overbooking to balance supply.
- Directed connecting-room category bookings by updating virtual availability in reservations.
- Accounted for occupancy and feedback performance by producing trend reports.
- Directed collaborative communications with housekeeping, maintenance, reservations, and finance teams to streamline operations and improve service delivery.
Front Office Agent
DoubleTree by Hilton Sharjah Waterfront Hotel
Sharjah, UAE
12.2021 - 02.2024
- Greeted and assisted guests at check-in and check-out, ensuring smooth arrivals and departures.
- Addressed guest inquiries and resolved complaints professionally, contributing to guest satisfaction.
- Provided concierge services, fostering a welcoming atmosphere for guests and enhancing their overall experience.
- Managed reservations and kept accurate guest records in ONQ PM.
- Processed cash and credit transactions and maintained accurate billing records.
- Upsold room categories and hotel packages to drive revenue growth.
- Enrolled guests in company loyalty programme to enhance customer retention.
- Prioritised tasks to maintain reliable service during peak periods.
- Reduced waiting times through effective time and resource management.
Bank Teller
HDFC Bank
Kolkata, India
08.2016 - 02.2021
- Processed cash deposits and withdrawals for customers, ensuring accuracy and security of transactions.
- Cultivated customer relationships through effective communication and rapport building, enhancing customer satisfaction.
- Verified transactions and adhered to security protocols, minimising risks and preventing losses.
Education
MBA - Marketing
Symbiosis University
INDIA 07/2025 -
Master of Arts - Journalism & Mass Communication
University of Calcutta
Kolkata 06/2013 - 04/2016
Skills
- ONQ PMS management
- Front desk operations
- Hospitality operations
- Revenue generation
- MS Office applications
- Outlook email management
- Service quality assurance
- Feedback evaluation
- Conflict resolution
- Complaint resolution
- Team building
- Exceptional communication
Languages
English Fluent
Hindi Advanced
Bengali Native
Awards, Accomplishments, And Honours
Starbond (For more than 5 times presence in social media in a month)- Nov'24, Oct'24, Aug'24, Jul'23, Top Upseller- Feb'26, Jul'26, Nov'25, Jun'24, Jun'23, Sept'22, May'22, Top Hilton Honors Enroller- Jan'26, mar'25, Apr'24, Team Member of the Month- May'25, October'23, October'22, Apr'22, Women in Leadership Training (2 days workshop)
Timeline
Front Office Supervisor/ Acting Duty Manager
DoubleTree by Hilton Sharjah Waterfront Hotel
03.2024 - Current
Front Office Agent
DoubleTree by Hilton Sharjah Waterfront Hotel
12.2021 - 02.2024
Bank Teller
HDFC Bank
08.2016 - 02.2021
Master of Arts - Journalism & Mass Communication
University of Calcutta
06/2013 - 04/2016
MBA - Marketing
Symbiosis University
07/2025 -