Mandeep Singh
Brampton,ON
Summary
More than 5 years of solid track record in the areas of Guest Relations, Sales Forecasting, Front-office Operations, Team Management, Customer Service, and more. Respected for developing and maintaining strong guest relations by establishing clear lines of communication, pre and post during guest stays. Known for introducing cutting-edge, integrated talent management solutions that positively impact team performance and improve guest experience, and thus brand loyalty, and operational profitability. Effectively leads to change in times of uncertainty and ambiguity. Effectively create and implement VIP program hotel-wide to define the role of Guest Relations as well as on-going training with hotel employees.
Overview
6
6
years of professional experience
1
1
Certification
Work History
FRONT DESK TEAM-LEADER
Hampton Inn & Suites By Hilton Toronto Airport
06.2023 - Current
- Delivered customer service, at all times, ensuring guests’ comfort and safety daily
- Managing OnQ R&I and GRO to maximize profitability.
- Dealt with all enquires in a professional and courteous manner, in person, on telephone or via e-mail daily
- Executed in keeping hotel clean and tidy at all times throughout year daily
- Dealt with customer complaints in a professional manner daily
- Updated with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities daily
- Controlled and sustain administration of all reservations, cancellations and no-shows, in line with company policy daily
- Proposed and implemented effective marketing strategies to maximize room occupancy levels daily
- Guaranteed a high-quality operation by providing training, supervising the work of team members and ensuring that all the standard operating procedures are followed.
DUAL PROPERTY FRONT DESK/NIGHT SUPERVISOR
Fairfield Inn & Suites Marriott/ Residence Inn By Marriott
04.2023 - Current
- Manage and monitor the activities of all agents & making sure they adhere to standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures and correcting where needed
- Always maintain a professional and high-quality service-oriented environment
- Work closely will all core operation departments to improve guest services and foster cross departmental communication
- Trained and supervised new front desk staff members, providing guidance, and coaching as needed
- Interacted with guests to obtain feedback on service levels
- Inform Front Office staff of daily activities, group arrival and VIP arrivals as well as special requests and repeat guests
- Check accommodation facilities, making sure any special requests are carried out accordingly.
FRONT DESK AGENT
Hampton Inn & Suites by Hilton Toronto Airport
02.2023 - 06.2023
- Processed guest check-ins and check-outs following procedures for fast turnover
- Maintained high level knowledge of all hotel services offered to answer guest questions
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations
- Provided each guest with a list of resort's upcoming activities and events upon check-in to enhance stays.
DUAL PROPERTY TRAINEE FRONT DESK SUPERVISOR
Fairfield Inn & Suites Marriott/ Residence Inn by Marriott
08.2022 - 03.2023
- Responsible for all activities related to Customer satisfaction like Arrival
- Experience, F&B Experiences and Overall Stay Experience
- Handling guest requests related to F&B Service and Front office like Room
- Service Orders, Poolside Orders
- Taking check-in and check outs and ensuring maximum guest satisfaction
- Maintaining cash book, handling cash, and preparing reports like Restaurant
- Sales report and Room Revenue Reports
- Ability to provide effective and achieve 100% customer satisfaction
- Ensuring the butler service is always excellent
- Managing the teamwork effectively with minimum staff and motivating the staff so that they give their best towards achieving the best results.
FRONT DESK AGENT/NIGHT AUDITOR
Fairfield Inn & Suites Marriott/ Residence Inn by Marriott
09.2021 - 07.2022
- Auditing, balancing, and verifying daily revenue documentation
- Greeting guests, checking into rooms, assisting with check-outs, and contributing to guests with important information
- Supervising the hotel's inventory of reservations, room assignments, and vacancies
- Responding to guest inquiries, complaints, and concerns
- Answering phones, scheduling wake-up calls, and assisting with reservation requests
- Balancing cash drawers, record errors, and reconcile receipts.
FRONT DESK ASSOCIATE
Fairfield By Marriott
12.2020 - 05.2021
- Welcoming the guests and engaged in friendly conversation during check in for better guest relations
- Respond to the guest call enquiries and transfer the call to the concerned person
- Supervise check- in and check-out process, reservations, and guest payments
- Manage special accommodation request of the guest
- Handling secure payment transactions and providing customer bill invoices.
FRONT DESK ASSOCIATE
Hyatt Regency
12.2019 - 09.2020
- Greeting warmly to check- in guest, provide room keys and inform about the available facilities to guest
- Attending the incoming calls, update the request and queries, coordinates with departments for follow ups
- Prepare the guest vouchers, travel vouchers, documents, and billing settlement to the folios
- Compile daily shift close report and cash register accurately of all the transaction
- Proper maintenance of guest profile for guest satisfactions to improve guest satisfaction.
INDUSTRIAL TRAINEE
Taj Swarna
01.2018 - 06.2018
- Efficiently handling front office and butler services in combined department
- Serving as a Personal Butler to all guests and looking after every request from them
- Preparing monthly reports and presentations on various areas of the Hotel
- Taking check in, giving a full palace tour to the resident guests, and ensuring a wonderful arrival experience for every guest
- Maintain records for guest satisfaction, track guest satisfaction scores to improve our guest service.
Education
POST-GRADUATION - HOTEL & RESORT MANAGEMENT | HOSPITALITY MANAGEMENT
Lambton College Of Applied Arts And Technology
Mississauga, ONBACHELOR OF SCIENCE - HOSPITALITY & CATERING TECH, HOSPITALITY AND TOURISM MANAGEMENT
Amritsar College Of Engineering & Technology
Amritsar, PUNJABSkills
- Excellent Research and Analytical Skills
- Client Relations
- Strong Time and Project Management Skills to Execute Multiple Task
- Strong Decision Making
- Proficiency in MS Office, Excel, Word and Power-Point
- Excellent Interpersonal and Communication Skills
Certification
- Smart Serve Ontario
- WHMS Training Certification
- Certification in Basic Food Safety Training- AODA Training Cerificate
- Certified OSHA
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Software Knowledge
- Opera PMS
- Fosse
- OnQ
Timeline
FRONT DESK TEAM-LEADER
Hampton Inn & Suites By Hilton Toronto Airport
06.2023 - Current
DUAL PROPERTY FRONT DESK/NIGHT SUPERVISOR
Fairfield Inn & Suites Marriott/ Residence Inn By Marriott
04.2023 - Current
FRONT DESK AGENT
Hampton Inn & Suites by Hilton Toronto Airport
02.2023 - 06.2023
DUAL PROPERTY TRAINEE FRONT DESK SUPERVISOR
Fairfield Inn & Suites Marriott/ Residence Inn by Marriott
08.2022 - 03.2023
FRONT DESK AGENT/NIGHT AUDITOR
Fairfield Inn & Suites Marriott/ Residence Inn by Marriott
09.2021 - 07.2022
FRONT DESK ASSOCIATE
Fairfield By Marriott
12.2020 - 05.2021
FRONT DESK ASSOCIATE
Hyatt Regency
12.2019 - 09.2020
INDUSTRIAL TRAINEE
Taj Swarna
01.2018 - 06.2018
POST-GRADUATION - HOTEL & RESORT MANAGEMENT | HOSPITALITY MANAGEMENT
Lambton College Of Applied Arts And Technology
BACHELOR OF SCIENCE - HOSPITALITY & CATERING TECH, HOSPITALITY AND TOURISM MANAGEMENT
Amritsar College Of Engineering & Technology
- Smart Serve Ontario
- WHMS Training Certification
- Certification in Basic Food Safety Training- AODA Training Cerificate
- Certified OSHA
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