SHUBHAM PANDEY
Summary
Professional in hospitality management with solid background in front office operations. Demonstrates exceptional leadership in team collaboration and consistently delivers results. Skilled in staff training, guest relations, and problem-solving. Adaptable and reliable, thrives in dynamic environments and ensures seamless service delivery.
Overview
9
9
years of professional experience
Work History
Front Office Supervisor (Duty Manager–Acting Role)
Mercure Gold Hotel
01.2024 - Current
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Trained new hires in front office procedures, contributing to a knowledgeable and skilled team.
- Managed daily front office operations, ensuring smooth workflow and maximum efficiency among staff members.
Front Office Supervisor
Lemon Tree Hotel
11.2021 - 12.2023
- Greeted guests and responded to guest inquiries, requests, and issues in a timely, personable, and efficient manner to resolve guest concerns.
- Resolved escalated complaints and answered questions regarding policies and procedures.
- Supervised direct reports and enforced adherence to established procedures and deadlines.
- Monitored daily operations and evaluated performance to proactively approach backlogs.
- Drafted and monitored employee scheduling to support effective resource allocation.
- Collaborated with department leads and senior management to coordinate operations and drive improvements.
- Provided efficient and courteous service to guests at all times.
- Performed bookkeeping activities, such as balancing accounts and conducting nightly audits.
- Reviewed items of note to determine what needed to be communicated to staff of subsequent shifts.
- Liaised with housekeeping staff to ensure all rooms were clean and ready to accommodate new guest arrivals.
Senior Front Office Associate
ITC Royal Bengal - A Luxury Collection Hotel
12.2019 - 03.2021
- Greeted, registered and assigned rooms to guests of hotels.
- Answered multi-line phone system and promptly transferred calls.
- Documented and distributed messages to support timely communications.
- Received payments and recorded receipts for services.
- Greeted guests to determine nature and purpose of visit and directed or escorted to specific destinations.
- Heard and resolved complaints from guests.
- Computed bills, collect payments and make change for guests.
Front Office Associate
ITC Mughal - A Luxury Collection Hotel
07.2018 - 09.2019
- Welcomed arriving guests to hotel to complete arrival and check-in procedures.
- Answered multi-line phone to respond to guest inquiries.
- Solicited guest feedback and acted on guests concerns.
- Used hotel communication log and verbal or electronic means to notify fellow associates and supervisors of pertinent information.
- Coordinated with housekeeping to handle special requests for guests.
- Assisted guests with making or canceling reservations through hotel's reservation system.
- Promoted hotel brand loyalty programs to encourage guest participation.
Human Resources Trainee
ITC Mughal - A Luxury Collection Hotel
04.2017 - 07.2017
- Maintained and updated human resources documents, such as organizational charts, employee handbooks and directories and performance evaluation forms.
- Contacted job applicants to inform of application status.
- Scheduled and conducted new employee orientations.
- Conducted reference or background checks on job applicants.
- Arranged on-the-job training for new hires.
Hotel Operational Trainee
ITC Mughal - A Luxury Collection Hotel
12.2016 - 03.2017
- Maintain an inventory of reservation, vacancies and room assignments.
- Answer enquiries regarding hotel services, provide assistance and respond to guests' complaints.
- Greeting guests, escorting them to seats, taking food and drink orders, and serving food and beverages.
- Answer questions regarding the hotel services, explaining menu items and specials, and offering personal attentive treatment.
- Responsible for maintaining the hygiene and appearance of the hotel.
- Providing service items to guest rooms upon requests from the guests.
- Preparation of simple food items like vegetable preparation, salads, cold starters etc.
- Work according to established health and safety guidelines. Kept the kitchen area clean and hygienic.
Education
Bachelor of Science - Hospitality and Hotel Administration
Institute of Hotel Management (IHM)
Gwalior, Madhya Pradesh04.2018
Skills
- Issue handling
- Shift scheduling
- Staff management
- Suggestive selling
- Multitasking proficiency
- Reservation management
- Property management systems
- Front desk operations
- Reservations assistance
- Staff training and development
- Oral and writing communication
- Complaint handling
LANGUAGES
English - Fluent
Hindi - Native
Accomplishments
- Key contributor to the successful launch of ITC Royal Bengal, Kolkata – one of India’s largest and most luxurious hotels, featuring 698 rooms, 82 serviced apartments, and 13 award-winning restaurants and bars.
- Received a significant number of positive guest reviews on Booking.com and TripAdvisor.
Awards
Received an award in recognition of my significant contributions to institute events.
Extracurricular Activities
Successfully designed and published two editions of the institute’s magazine as part of the editorial team during graduation.
TECHNICAL KNOWLEDGE
- Skilled in hotel management software: MICROS-OPERA and Protel
- Proficient in productivity tools: Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Good working knowledge of design tools: Adobe Photoshop and Adobe Illustrator
Timeline
Front Office Supervisor (Duty Manager–Acting Role)
Mercure Gold Hotel
01.2024 - Current
Front Office Supervisor
Lemon Tree Hotel
11.2021 - 12.2023
Senior Front Office Associate
ITC Royal Bengal - A Luxury Collection Hotel
12.2019 - 03.2021
Front Office Associate
ITC Mughal - A Luxury Collection Hotel
07.2018 - 09.2019
Human Resources Trainee
ITC Mughal - A Luxury Collection Hotel
04.2017 - 07.2017
Hotel Operational Trainee
ITC Mughal - A Luxury Collection Hotel
12.2016 - 03.2017
Bachelor of Science - Hospitality and Hotel Administration
Institute of Hotel Management (IHM)
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