Maitri Vyas
Vancouver,BC
Summary
Experienced and talented Front Office Manager with 10 years of industry experience, applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day operations. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
7
7
years of professional experience
Work History
Front Office Manager (Seasonal)
Harbour Cruises
03.2023 - Current
- Due to seasonal operations and new management at Harbour Cruises, built and led a new team, and provided elevated training to fulfill business requirements.
- Assisted in coordinating special events held at the marina ensuring successful execution and guest satisfaction.
- Participated in budget planning, controlling expenses within allocated limits while maintaining quality service levels.
- Collaborated with sales and marketing teams to develop targeted campaigns for revenue growth.
- Established strong client relationships, negotiating contracts to maximize overall company earnings.
- Streamlined forecasting processes, improving accuracy and facilitating data-driven decision making.
- Ensured seamless communication between departments for optimal guest experience and operational success.
- Implemented new SOP's to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Evaluated staff performance regularly, providing constructive feedback and developing action plans for continuous improvement.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Created, prepared, and delivered reports to various departments.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Partnered with sales teams to develop customized payment plans for high-value clients, ensuring long-term business partnerships.
- Identified issues regarding delayed or incomplete payments and followed through to resolution.
- Performed month-end reconciliation and developed reporting metrics in coordination with finance executives.
- Improved cost-efficiency by analyzing financial reports and identifying areas for operational improvements.
Assistant Front Office Manager
Fairmont Pacific Rim
01.2023 - 03.2024
- Managed daily hotel operations, coordinating cross-departmental efforts to ensure seamless guest experiences.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Prepared weekly employee work schedules to meet operational needs.
- Increased guest satisfaction by implementing strategic operational improvements and enhancing staff training programs.
- Championed staff recognition programs that motivated employees to deliver exceptional service, resulting in increased guest loyalty.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of 15 front desk agents and helped to resolve issues arising during shifts.
Assistant Front Office Manager
Sheraton Mirage Port Douglas
06.2022 - 12.2022
- Managed team of 14 front desk agents and helped to resolve issues arising during shifts.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Managed day-to-day operations of the resort, scheduling staff and overseeing budgets.
- Developed and implemented promotional strategies with sales and marketing team to increase occupancy.
- Implemented successful strategies to increase customer satisfaction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Hosted departmental meetings to answer questions, resolve issues and keep employees informed of changes
- Balanced accounts and conducted audits to maintain PCI compliance and reporting standards
- Completed financial audits on scheduled basis
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Hotel Assistant Manager
The Star Grand Casino
08.2021 - 06.2022
- Assisted the Hotel Operations Manager to ensure that the highest standards of service are achieved and maintained within Front Office by supervising team members and monitoring daily activities within Front Office
- Maintained accurate duty manager log books
- Assisted with guest queries/complaints in an efficient and courteous manner
- Prepared rosters and processed payrolls, ensuring adherence to The Star Certified Agreement
- Implemented and actively promoted all customer related service standards ensuring positive customer relations
- Supervised 58 staff members and assisted with the completion of all planning requirements, such as recruitment, training, development and performance management of staff
- Monitored, evaluated and modified the quality and consistency of service in an effort to continuously improve service standards and ensuring alignment with the overall strategic and operating plans for the business
- Handled department stocktakes, completed purchase requisitions, maintained requisitions and general logs / documentation in accordance with company policy, budget and procedure
- Implemented and monitor guest services and departmental policies / procedures in accordance with organizational objectives
- Ensured current familiarity with Hotel, including guest rooms, restaurants, bars, convention and casino
- Ensured familiarity with current and forthcoming in-house events and special events in the community
- Ensured safety and security of all guests and report any irregularities and unusual incidents
- Supervised and added value to the activities of all team members by providing leadership to ensure maximum productivity and customer satisfaction
- Ensured all policies and procedures for the company and the department are applied consistently and are adhered to at all times
- Ensured customer complaints are minimized and when they occur, ensure a positive outcome
- Actively supported and lead by example with all company standards and objectives e.g
- Encourage a positive working relationship between Hotel Services employees and other departments within the company
- Comply with Star Entertainments internal policies and procedures at all times.
Assistant Night Manager
INTERCONTINENTAL SANCTUARY COVE
08.2020 - 08.2021
Hotel Duty Manager
VOCO –AN IHG HOTEL
02.2019 - 08.2020
Guest Services Agent
JW Marriott Resort And Spa
02.2017 - 02.2019
Education
Bachelor - International Tourism and Hotel Management, Hotel Operations
Griffith University
Gold Coast, Australia12.2018
Skills
- Opera and Opera Cloud PMS
- Teamwork and Leadership
- Problem-Solving
- Front Desk Operations
- Decision Making
- Relationship Building
- Work Planning and Prioritization
- Inventory Management
- Policy and Procedures
- Complaint Resolution
- Performance Evaluations
- Operational Systems Monitoring
Accomplishments
- Awarded as Leader of the Month at the Star Grand Casino for outstanding performance and team contributions.
- Led team to achieve monthly upsell goals, earning recognition from Executive management for achieving upsell goal of AUD $100,000 for the month of December 2018 by contributing AUD $45,000 towards the goal.
Timeline
Front Office Manager (Seasonal)
Harbour Cruises
03.2023 - Current
Assistant Front Office Manager
Fairmont Pacific Rim
01.2023 - 03.2024
Assistant Front Office Manager
Sheraton Mirage Port Douglas
06.2022 - 12.2022
Hotel Assistant Manager
The Star Grand Casino
08.2021 - 06.2022
Assistant Night Manager
INTERCONTINENTAL SANCTUARY COVE
08.2020 - 08.2021
Hotel Duty Manager
VOCO –AN IHG HOTEL
02.2019 - 08.2020
Guest Services Agent
JW Marriott Resort And Spa
02.2017 - 02.2019
Bachelor - International Tourism and Hotel Management, Hotel Operations
Griffith University
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