Rajat Bali
Nobel,ON
Summary
Accomplished and seasoned Guest Reception Manager with a proven track record of success in luxury hospitality. With over 5 years of dedicated service, I have consistently elevated guest experience by leading high-performance teams and implementing strategic initiatives. Proficient in industry-leading PMS platforms, including FSPMS, Opera and Marsha. I excel in optimizing operational efficiency, increasing room revenue and fostering a guest-centric culture. Seeking to bring my extensive experience and passion for service excellence to contribute significantly to a dynamic hospitality environment.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Guest Reception Manager
JW Marriott The Rosseau Muskoka
Muskoka , ON
05.2023 - Current
- Lead and managed a diverse team of more then 30+ members, including assistant managers, supervisors, front desk agents, concierge, bell, rooms controlling while fostering a culture of excellence and teamwork.
- Conducted over 40+ recruitment interviews to identify suitable candidates for guest reception, concierge, bell positions, contributing to the expansion and enhancement of the team.
- Analyzed key performance indicators (KPIs) related to front office operations, generating reports, and implementing improvements strategies based on data insights.
- Collaborated with vendors to order office supplies, ensuring the availability of necessary resources for smooth daily operations.
- Maintained accurate payroll records for the front office team, ensuring timely and precise compensation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored and managed front office budgets, ensuring cost control measures are in place while maintains high service standards.
- Established policies for front desk team, concierge team and bell team.
- Participated in meetings with over 20+ group coordinators to facilitate seamless operations for group arrivals, ensuring all guest requirements are met.
- Maintained inventory levels and ensure optimal stock for front office, maintaining efficiency in supplies and reducing waste.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Maintained adequate staffing to meet objectives within budget.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
Assistant Guest Reception Manager
JW Marriott The Rosseau Muskoka
Muskoka , ON
10.2022 - 05.2023
- Ensure the seamless implementation of Brand Standards Audits by conducting internal audits while achieving more than 90% compliance in yearly Audits and updating new BSA procedures.
- Meticulously managed staff scheduling to optimize labor cost efficiency without compromising service excellence and, ensuring a balanced and efficient operational structure.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Proactively monitor and respond to the guest complaint, both within the resort and online survey platforms through adequate compensation and thoughtful gestures, elevating guest satisfaction scores.
- Implemented strategies measures resulting in a substantial reduction in costs by over $10K related to compensations and thoughtful gestures, showcasing the financial acumen.
- Drive continuous improvement by analyzing guest feedback trends, identify areas for enhancement, and lead initiatives to elevate service quality, overall guest experience.
- Coordinate with the accounts team to streamline payment processes and reduce outstanding balances by auditing daily and weekly guest transactions.
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
Guest Reception Supervisor
JW Marriott The Rosseau Muskoka
Muskoka , ON
03.2022 - 10.2022
- Successfully managed room inventory for 221 rooms with consistency achieving occupancy rate of 90% in peak season.
- Examine shift logs/ daily memo books for all 3 shifts and record pertinent information in logbooks.
- Implemented strategies to increase loyalty program membership enrollments by 70%.
- Increased room revenue through upselling by 25% while enhancing the guest experience .
- Ensure that rates correspond to market codes and that any exceptions are documented.
- Documented reports for accidents, injuries and unsafe work conditions.
- Developed and deliver training programs for new hires, focusing on JW Marriott brand standards and customer service excellence.
- Conducted performance evaluations quarterly and provided constructive feedback to team members.
Guest Reception Agent
JW Marriott The Rosseau Muskoka
Muskoka, ON
05.2021 - 03.2022
- Administering seamless check-ins and check-outs processes, optimizing efficiency and providing a smooth transition for guests.
- Delivering comprehensive front desk services, including handling phone calls, assisting guest with inquires and providing information on hotel amenities and services.
- Ensure accurate financial transactions at the guest reception, ensuring accuracy and compliance with accounting processes.
- Effectively upselling premium rooms, amenities to enhance their experience while generating revenue.
- Skillfully manage guest escalations, ensuring prompt and satisfactory resolutions to maintain positive relations and uphold the hotel's reputation.
- Promoting loyalty programs and effectively enrolling the guests by explaining the benefits and rewards.
Front Office Supervisor
Super 8 by Wyndham
Sarnia, ON
01.2020 - Current
- Lead a 3-person front office team while working as front office supervisor at an independently owned a 40-room economy property
- Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations
- Warmly greeted incoming guests, issuing room keys, and providing information regarding policies and amenities
- Managed customer complaints and rectified issues to complete satisfaction
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews
- Trained and mentored other staff members in company policies, daily task execution and industry best practices
- Reviewed safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
Front Office Associate
JW Marriott Hotel
New Delhi, India
01.2017 - 01.2019
- Performed all front desk processes including posting, billing, reporting deposits at 511 room, five-star hotel, with a focus on creating “WOW” moments
- Awarded certificate of achievement for my contributing role in which JW Marriott earned “Best Hotels in 2019” by Business Traveler Pvt Ltd
- Nominated as associate of the month for the months of January, February 2018
- Enrolled in Executive Development Program and performed supervisory duties
- Calculated currency exchange and handled cash in excess of $1500 per shift
- Monitored and executed government requirements for foreigner guests
- Answered and tracked in-house and outside guest enquires
- Provided airport services including pre-flight/post flight messages, tracked and managed crew movements, booking and rostering for all flights.
- Managed customer complaints and rectified issues to complete satisfaction.
Hotel Industry Trainee
ITC Sheraton
New Delhi, India
01.2015 - 01.2016
- Gained corporate hotel experience from Sheraton- New Delhi in front office, housekeeping, and food & beverage (front and back of house)
- Trained in front office operations including confidential information handling, acquiring skills such as handling, roomed guests, produced government reporting and provided business center services to guests.
- Created tests and surveys to measure effectiveness of training sessions.
- Shadowed managers and senior employees to gain experience, noting down observations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Education
Post Graduate in Hospitality Management -
Lambton College
Sarnia, ON09-2021
Bachelor’s in Hospitality and Hotel Administration -
Chandigarh Institute of Hotel Management
Chandigarh, India05-2017
Skills
- PMS Platforms (FSPMS, Marsha, Opera, Micros and SynXis)
- Microsoft office suite
- Accounting
- Vendor indirection
- Strategic Planning
- Schedule Preparation
- Staff Training and Development
- Budget Control
- Customer Relationship Management (CRM)
- Key Performance Indicators
- Business Administration
- Policy Implementation
- Problem-Solving skills
Certification
- Smart Serve
- BASICS.fst 4th- Food Safety Certification
- AODA- Accessibility for Ontarian with Disabilities
- WHIMIS
- OSHA- Occupational safety and Health Administration
Volunteer Experience
- SPREADING SMILES (NGO), Chandigarh, Fund Raiser, 2018, Current, Dedicatedly and actively giving food to the poor children. Financed the NGO in addition to support needy children and providing them with the basic needs. Promoting the NGO and organizing camps for the physically challenged and disabled children.
- ORGANIZING CLUB, Chandigarh, Active Member, 2014, 2017, Supervised and organized events and executed them throughout the event while leading a team of people. Regulated event setups, gave ideas, planned, and designed while managed all the work within a given time.
Timeline
Guest Reception Manager
JW Marriott The Rosseau Muskoka
05.2023 - Current
Assistant Guest Reception Manager
JW Marriott The Rosseau Muskoka
10.2022 - 05.2023
Guest Reception Supervisor
JW Marriott The Rosseau Muskoka
03.2022 - 10.2022
Guest Reception Agent
JW Marriott The Rosseau Muskoka
05.2021 - 03.2022
Front Office Supervisor
Super 8 by Wyndham
01.2020 - Current
Front Office Associate
JW Marriott Hotel
01.2017 - 01.2019
Hotel Industry Trainee
ITC Sheraton
01.2015 - 01.2016
Post Graduate in Hospitality Management -
Lambton College
Bachelor’s in Hospitality and Hotel Administration -
Chandigarh Institute of Hotel Management
Similar Profiles
PANISH TRIPATHIPANISH TRIPATHI
Food and Beverage Server at JW Marriott The Rosseau Muskoka Resort & SpaFood and Beverage Server at JW Marriott The Rosseau Muskoka Resort & Spa
Tyler HilesTyler Hiles
Pool Operator at JW Marriott The Rosseau Muskoka Resort & SpaPool Operator at JW Marriott The Rosseau Muskoka Resort & Spa
Ajay KumarAjay Kumar
Purchasing Manager at JW Marriott The Rosseau Muskoka Resort & SpaPurchasing Manager at JW Marriott The Rosseau Muskoka Resort & Spa
Juan ViverosJuan Viveros
Bellhop at JW Marriott The Rosseau Muskoka Resort & SpaBellhop at JW Marriott The Rosseau Muskoka Resort & Spa
Matthew AndersonMatthew Anderson
Deckhand Leader, Assistant Engineer at Island Queen CruiseDeckhand Leader, Assistant Engineer at Island Queen Cruise