Keshari Lama
Calgary,Canada
Summary
Experienced and highly qualified as a guest service focus, leveraging in-depth knowledge of hotel Operations to significantly increase profit and ensure guest satisfaction. Solid interpersonal, Communication and team building skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Radisson Hotels & Convention Centre
01.2024 - Current
- Enhanced customer satisfaction by providing timely and accurate information in response to inquiries.
- Streamlined front office operations by effectively managing appointments and maintaining up-to-date patient records.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Increased efficiency through proficient use of office software, including word processing and spreadsheet applications.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained clean reception area to promote positive, professional environment for clients.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Sales Manager for Corporate
Dusit Princess Kathmandu
06.2023 - 08.2023
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
Senior Manager- Sales and Marketing
Barahi Corporate Office
01.2023 - 06.2023
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Asst. Manager- Sales & Marketing
Barahi Corporate Office
12.2021 - 12.2022
- Responsibilities: Manage Corporate and Travel Agent Room Sales, including handling OTAs and reviewing responses
- Set and update quarterly goals and action plans aligned with the hotel's business strategies
- Identify new markets, increase sales, and represent the hotel at events and exhibitions
- Execute sales action plans, conduct daily sales calls, and arrange site inspections for corporate clients
- Foster quick, professional, and lasting business relationships, ensuring the highest quality customer service
- Participate in sales calls, support operational aspects of business booked, and collaborate with the Revenue Manager on rate negotiations
- Work closely with the front office team and accompany sales team on client visits to assess and develop accounts
- Attend department and hotel meetings, target key accounts, and build relationships within the community
- Acquire and develop new business accounts, manage relationships with stakeholders, and promptly respond to business leads.
Duty Manager & Acting Front Office Manager
Vivanta Kathmandu
06.2019 - 11.2021
- Responsibilities: Manages day to day operations ensuring the quality, standard and exceeding expectations of the customers on daily basis
- Maintains high visibility in public care during peak times
- Oversee the daily operations and support the team at the front desk
- Observe service behaviors of employees and provide feedback to individuals
- Empower in managing guest complaints
- Lead the daily briefings
- Ensure staff training in coordination with training department
- Always ensure to keep strong and good relationship with the team
- Focus to increase the ranking in online platforms such as Tripadvisor, Booking.com & TrustYou.
Duty Manager & Acting Front Office Manager
Mercure Dubai Barsha Heights Hotel Suites & Apartments
03.2018 - 06.2019
- Responsibilities: Guide associates in handling complex issues and resolving escalated complaints
- Train and instruct associates on job duties and company policies to support skills development
- Ensure associates' professional presentation and adherence to regulations
- Evaluate job performance and recommend personnel actions as needed
- Foster motivation and team spirit by creating a positive working atmosphere
- Promote a discrimination-free workplace and promptly address harassment complaints
- Treat customers and colleagues with respect, regardless of cultural background
- Address cross-cultural conflicts and misunderstandings proactively
- Conduct interviews and participate in recruitment processes
- Provide feedback to individuals based on observed service behaviors.
Front Office Associate (Pre-Opening)
Hilton Dubai Jumeirah Beach
11.2011 - 11.2018
Front Office Supervisor/Manager on Duty
Sofitel Luxury Hotels
02.2015 - 02.2018
- Responsibilities: Supervise daily front desk operations and support the team
- Lead daily briefings and manage team breaks
- Monitor room status, discrepancies, and inventory
- Coordinate monthly training calendar and room allocation
- Prepare weekly schedules for front office staff
- Monitor TSA up-selling and participate in guest experience meetings
- Organize monthly front office and supervisor/manager meetings
- Attend cross-departmental meetings, including BEO meetings
- Prepare and send daily focus reports to finance
- Stay informed about the loyalty program
- Handle emails, late charges, refunds, and team motivation
- Follow up on pending Pay Master and ensure target assignments
- Regular management duty shift
- Oversee all operational departments and provide assistance across the hotel as needed
- Investigate and address unusual guest complaints promptly for total guest satisfaction
- Respond to accidents, ensuring proper assistance for guests and staff
- Ensure guest services meet standards and expectations, conducting inspections for appearance and safety
- Notify crisis committee members in emergencies and coordinate VIP arrivals for personalized service
- Handle overbooking situations and assist in night shifts for smooth hotel operations
- Report to morning management briefings for the following day.
Front Office Supervisor
Hilton Hotels & Resorts
11.2013 - 02.2015
Education
BBA - Business Studies
National School of Sciences
Kathmandu, Nepal07.2011
Skills
- Microsoft Office Word, PowerPoint, and Excel
- Micros, Opera, IDS, Tars, VOG, TrustYou, RedBerry, OnQ, Vicas, FMC, Edocs, HotSos, Word, Excel, InDesign, Photoshop, Amadeus (Global Distribution System), Medallia etc
Languages
English
Native or Bilingual
Hindi
Full Professional
Nepali
Native or Bilingual
Spanish
Elementary
Certification
- Awarded as a Leader of the quarter 2024 in Radisson Hotel and Conference Centre Calgary Airport.
- Awarded as a best pre-opening Manager in Dusit Princess Kathmandu.
- Awarded as a best corporate leader in Barahi Hospitality and Leasure.
- Exceptional Service Recognition Certificate from Vivanta Kathmandu.
- Appreciation certificate from Sofitel Dubai Jumerah Beach.
- Appreciation Certificate from Mercure Dubai Barsha Heights.
- Certified as a spirit of blue energy.
- v Best Team Member Runner up for the month of July 2013 and Jan 2014(Front of the house).
- Awarded as an Employer(Star bond Champion) of the Year 2013
- Certified as a Proficient in front desk up selling from TSA solution Training services May, Jun and July 2013.
- Second Best Room up seller of the year2014.
- FirstTop RoomUpseller for the year of 2013.
Timeline
Assistant Front Office Manager
Radisson Hotels & Convention Centre
01.2024 - Current
Sales Manager for Corporate
Dusit Princess Kathmandu
06.2023 - 08.2023
Senior Manager- Sales and Marketing
Barahi Corporate Office
01.2023 - 06.2023
Asst. Manager- Sales & Marketing
Barahi Corporate Office
12.2021 - 12.2022
Duty Manager & Acting Front Office Manager
Vivanta Kathmandu
06.2019 - 11.2021
Duty Manager & Acting Front Office Manager
Mercure Dubai Barsha Heights Hotel Suites & Apartments
03.2018 - 06.2019
Front Office Supervisor/Manager on Duty
Sofitel Luxury Hotels
02.2015 - 02.2018
Front Office Supervisor
Hilton Hotels & Resorts
11.2013 - 02.2015
Front Office Associate (Pre-Opening)
Hilton Dubai Jumeirah Beach
11.2011 - 11.2018
BBA - Business Studies
National School of Sciences
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