Mandeep Singh
Brampton,Canada
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
7
7
years of professional experience
1
1
Certification
Work History
Front Office Manager
Hilton Garden Inn Toronto Airport/Mississauga West
Mississauga, Ontario
09.2024 - Current
- Lead front office operations to ensure that all Front Office team members are delivering excellent customer service.
- Drive revenue growth through upselling techniques, daily pricing strategies and loyalty program promotion. Analyze performance metric to identify areas for improvement and implement action plans.
- Foster strong relationships with interdepartmental teams to ensure cohesive guest experiences. Mentor and develop front office staff, promoting a positive work environment.
- Optimize profitability by leveraging OnQ R&I and GRO systems, employing data-driven insights to refine operational strategies.
- Oversee daily operations, ensuring compliance with brand standards and local regulations. Manage inventory, scheduling and budgeting with precision and foresight.
- Addressed and resolved guest concern in timely manner, escalataing issues to mangement as necessary. Maintained a positive guest experience even in challenging situations.
- Implemented loyalty programs and promotional offers to retain and attract guests.
DUAL PROPERTY FRONT DESK/NIGHT SUPERVISOR
Fairfield Inn & Suites Marriott/ Residence Inn by Marriott
04.2023 - 09.2024
- 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
- Managing MARSHA Inventory and Guest Assistance Cases
- 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 TEAM-LEADER
Hampton Inn & Suites by Hilton Toronto Airport
06.2023 - 10.2024
- Delivered customer service, ensuring guests' comfort and safety daily
- Managing OnQ R&I and GRO to maximize profitability
- Dealt with all enquiries in a professional and courteous manner, in person, on telephone or via e-mail
- Executed in always keeping hotel clean and tidy throughout year
- Dealt with customer complaints in a professional manner
- Updated with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities daily
- Controlled and sustained administration of all reservations, cancellations and no-shows, in line with company policy
- Proposed and implemented effective marketing strategies to maximize room occupancy levels
- Guaranteed a high-quality operation by providing training, supervising the work of team members, and ensuring that all the standard operating procedures are followed
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
- Research and Analytical Skills
- Time Management
- Project Management
- Decision Making
- MS Office
- Interpersonal Skills
- Communication Skills
- Customer Service Expertise
- Reservation Management
- Scheduling and Planning
- Staff Training and Development
- Hospitality Service Expertise
Certification
- Smart Serve Ontario
- WHMS Training Certification
- Certification in Basic Food Safety Training- AODA Training Certificate
- Certified OSHA
Languages
- English, Full Professional
- Hindi, Native or Bilingual
- Punjabi, Native or Bilingual
Software Knowledge
- Opera
- Fosse
- OnQ
- PEP
Timeline
Front Office Manager
Hilton Garden Inn Toronto Airport/Mississauga West
09.2024 - Current
FRONT DESK TEAM-LEADER
Hampton Inn & Suites by Hilton Toronto Airport
06.2023 - 10.2024
DUAL PROPERTY FRONT DESK/NIGHT SUPERVISOR
Fairfield Inn & Suites Marriott/ Residence Inn by Marriott
04.2023 - 09.2024
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
- Smart Serve Ontario
- WHMS Training Certification
- Certification in Basic Food Safety Training- AODA Training Certificate
- Certified OSHA
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
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