Micros Opera
Saurabh Thatte
Front Office, Reservation, Revenue, Sales, Admin, Customer Service
Dubai
Summary
Experienced professional with 13 plus years in Front Office Management, Reservations and Revenue, and Customer Service within the hospitality industry. Proven track record of delivering exceptional guest experiences and optimizing operational efficiency. Skilled in team leadership, revenue management, and maintaining high service standards. Demonstrates strong interpersonal skills and the ability to thrive in dynamic, fast-paced environments.
Overview
14
14
years of professional experience
4
4
Languages
Work History
Reservation/Revenue Specialist
Intercontinental Hotels Group
01.2022 - Current
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Handled billing information over phone.
- Coordinated group bookings for corporate clients or special events by liaising with sales representatives or event planners effectively throughout process.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
Front Office Manager
Ibis Kolkata Rajarhat - An Accor Group of Hotels Brand
3 2020 - 11.2020
- Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Coordinated individual duties after careful evaluation of each skill level and knowledge, which increased productivity
- Aggregated and analyzed data related to administrative costs to prepare room division budgets for corporate-level management
- Oversaw quality control and productivity rates to increase revenue and production
- Resolved issues through active listening and open-ended questioning, escalating major problems
- Developed and implemented office management procedures, increasing training efficiency, team productivity, and accuracy.
Senior Guest Service Leader [AFOM]
Holiday Inn Express Ahmedabad Prahlad Nagar
10.2018 - 03.2020
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Managed reservation system to optimize room occupancy rates and maximize revenue potential.
- Enhanced guest satisfaction by promptly addressing concerns and providing exceptional service.
- Boosted overall revenue by amenities, and additional services.
- Established welcoming atmosphere in lobby area by maintaining its cleanliness and ensuring availability of helpful resources like local guides or attraction brochures.
- Coached team members on service techniques to boost revenue and exceed customer expectations.
- Maintained accurate records of guest preferences, ensuring tailored experiences during return visits.
- Observed employee performance for compliance with policies and standard operating procedures.
- Tracked attendance, recorded absences and addressed continual issues to maintain efficiency with fully staffed business.
- Communicated with managers to discuss employee performance, report violations and assist with policy enforcement.
Assistant Front Office Manager
Mercure Dwarka
07.2017 - 07.2018
- Balanced daily cash transactions, accurately maintaining financial records for front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout lobby area.
- Assisted in recruitment process for front office staff, ensuring strong team of well-trained employees.
- Provided support to Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
Duty Manager
Novotel Ahmedabad An Accor Group Of Hotels Brand
04.2016 - 07.2017
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Assisted in budget planning and forecasting activities to support effective financial management within the department.
- Actively participated in revenue management strategies by analyzing market trends and making informed pricing decisions based on demand patterns.
- Assisted in the development of sales initiatives to increase hotel revenue, including upselling techniques and promotional packages.
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
Front Office Executive
Novotel Ahmedabad
10.2013 - 3 2016
- Handled cash transactions accurately, ensuring proper accounting for daily financial reports.
- Maintained accurate records of guest information through diligent documentation and data entry efforts.
- Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Collaborated with other departments to coordinate events, meetings, and conferences for successful outcomes.
- Updated reports, managed accounts, and generated reports for company database.
- Received inquiries from corporate customers, major vendors and trade press and delivered informed responses with minimal input from executives.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Monitored inventory levels of supplies at the front desk area, ordering replacements as necessary to maintain smooth operations.
Guest Service Associate
Ibis Mumbai Airport
11.2010 - 10.2013
- Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
- Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled phone inquiries professionally, contributing to increased bookings and repeat customers.
- Created lasting relationships with loyal customers by anticipating their needs, leading to increased return visits.
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
- Ensured adherence to brand standards while providing outstanding service for all hotel clients.
- Contributed positively towards achieving team targets by cross-selling additional amenities during interactions with guests.
- Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.
- Managed front desk operations, ensuring a smooth and pleasant guest experience.
Education
BBA - Business Administration And Management
Arunodaya University
Itanagar 04.2001 -
High School Diploma -
Frankfinn Institute
ThaneHigher Secondary Certificate - Commerce
Ket's VG Vaze College
MulundSecondary School Certificate -
Shreerang Vidyalaya
ThaneSkills
Customer Service
Complaint resolution
Problem-Solving
Microsoft Excel expertise
Pricing strategy
Invoice Processing
Documentation and control
Relationship Building
Administrative Skills
Accomplishments
- Opened the hotel [Holiday Inn Express] under my leadership in absence of General Manager.
- Cleared the brand standard audit under my leadership in absence of the General Manager.
- 100% KRA achieved for the year 2019, which includes Guest & Colleague satisfaction.
- Promoted as ALL SAFE Officer for Ibis Kolkata Rajarhat.
- 1 Year of Sales Experience [Hotel Sales] as Cross Training, while working for Novotel Ahmedabad
Software
Oasis
Hobbies
- Playing Cricket
- Playing Chess
- Bike Riding
- Swimming
- Drawing & Painting
Timeline
Reservation/Revenue Specialist
Intercontinental Hotels Group
01.2022 - Current
Senior Guest Service Leader [AFOM]
Holiday Inn Express Ahmedabad Prahlad Nagar
10.2018 - 03.2020
Assistant Front Office Manager
Mercure Dwarka
07.2017 - 07.2018
Duty Manager
Novotel Ahmedabad An Accor Group Of Hotels Brand
04.2016 - 07.2017
Front Office Executive
Novotel Ahmedabad
10.2013 - 3 2016
Guest Service Associate
Ibis Mumbai Airport
11.2010 - 10.2013
BBA - Business Administration And Management
Arunodaya University
04.2001 -
Front Office Manager
Ibis Kolkata Rajarhat - An Accor Group of Hotels Brand
3 2020 - 11.2020
High School Diploma -
Frankfinn Institute
Higher Secondary Certificate - Commerce
Ket's VG Vaze College
Secondary School Certificate -
Shreerang Vidyalaya