Nishika Acharya
Vancouver,Canada
Summary
Experienced Front Office professional with six years of progressive responsibility in hospitality operations across renowned international brands like Marriott and Accor in the UAE, Nepal, and Canada. Proven expertise in guest services, team supervision, and cross-department collaboration. Actively seeking growth into roles such as Assistant Front Office Manager, Guest Relations Manager, Guest Services Manager, or Reservation Manager to further support and enhance operational excellence in a leading hotel environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Room Operations Supervisor/ Duty Manager
JW Marriott Parq Vancouver & the DOUGLAS, Autograph Collection
Vancouver, Canada
11.2024 - Current
- Lead and oversee daily operations in the Rooms Division, focusing on guest experience and operational efficiency
- Monitor and report on key Marriott Brand Standard Audit (BSA) metrics, including Mobile Key delivery, Room Ready notifications, Chat response time, and Highly Actionable reservations, ensuring both JW Marriott Parq and the DOUGLAS consistently exceeded 2025 brand targets
- Create visual dashboards and monthly performance summaries using Excel (including pie and bar charts), and communicated results to associates and leaders to drive continued improvement in digital guest experience scores.
- Conduct pre-shift briefings, communicated operational updates, and facilitated team meetings to ensure alignment with hotel goals.
- Mentor and train Front Office team members to support their professional growth and maintain high-performance standards.
- Lead Overnight Team Talks twice a week, bringing together associates from all departments (Front Office, Housekeeping, Security, Engineering) for a structured briefing and open discussion on nightly operations.
- Demonstrate hands-on leadership by hosting GEE meetings, conducting one-on-one check-ins with associates, writing JW Treatment Cards to recognize team members, addressing concerns with timely follow-ups, and making myself consistently available to support and empower the team.
- Analyze guest feedback to drive continuous service improvement and promote loyalty programs to ensure member engagement and on-site enrolment.
- Manage guest complaints and conflicts efficiently, resolving situations to ensure satisfaction.
- Monitor reservations and room inventory, implementing strategies to manage overbookings and optimize room allocations.
Guest Experience Expert
Delta Hotels by Marriott Burnaby Conference Centre
Burnaby, Canada
06.2023 - 11.2024
- Oversee night shift operations, including financial audits and transaction accuracy.
- Support the Night Manager by assisting with the checklist during busy shifts.
- Serve as Relief Night Manager during vacation and days off, ensuring smooth overnight operations.
- Handle guest check-ins and check-outs, ensuring a welcoming and smooth experience.
- Respond promptly to the sales and events team emails and manage sales-related communications.
- Monitor and manage GXP cases, create amenity requests, review guest planning screen, manage mobile check-in and key distribution, ensuring timely guest service.
- Contribute to hotel revenue by effectively upselling amenities and services.
- Training new hires for Day shifts and Night Shifts.
Hotel Front Desk Supervisor
Aloft Kathmandu Thamel - A Marriott Franchise
Kathmandu, Nepal
03.2022 - 03.2023
- Supervised front desk operations, ensuring high levels of service and hospitality for all guests.
- Managed guest complaints and conflicts efficiently, resolving situations to ensure satisfaction.
- Maintained communication with housekeeping, maintenance, and reservations departments to coordinate seamless guest services.
- Monitored and processed GXP cases and mobile key requests to ensure prompt service delivery.
- Reviewed reservation correspondence daily to stay updated on guest needs and room allocations.
- Ensured all arriving guest rooms were blocked and ready for check-in.
- Coordinated front desk tasks like room allocations, reservations, and guest requests to ensure smooth operations during each shift.
- Responsible to train new hires.
Hotel Front Desk Shift Leader (Task Force)
Mövenpick- Novotel- Adagio
United Arab Emirates
02.2021 - 12.2021
- Company Overview: Pre-opening Cluster Accor Property
- Played a key role in the pre-opening phase, assisting with the setup and operational readiness of the Front Desk for three cluster properties.
- Trained and supported new team members on system usage, brand standards, and operational procedures to ensure a cohesive and efficient team.
- Promoted the ALL-Accor Live Limitless loyalty program, effectively enrolling guests and enhancing on-site membership growth.
- Acted as the primary point of contact for VIP guests, ensuring personalized service and attention to detail.
- Supervised cash handling, reconciled daily transactions, and maintained adherence to financial and audit protocols.
- Managed daily Front Desk operations, including check-ins, check-outs, and guest inquiries, delivering exceptional service aligned with Accor standards.
- Relieving Night Manager Shifts as needed.
- Monitored reservations and room inventory, implementing strategies to manage overbookings and optimize room allocations.
- Conducting daily briefings and planning the forecast arrivals.
- Record transactions, incident reports, and daily activities as required by management.
- Provide support to the reservations department during peak periods, ensuring efficient handling of high-volume bookings.
- Pre-opening Cluster Accor Property
Hotel Front Desk Shift Leader
Marjan Island Resort & Spa- Managed by Accor Hotels
Ras Al Khaimah, United Arab Emirates
12.2019 - 12.2021
- Lead Front Desk operations, including managing check-ins, checkouts, and special guest requests.
- Monitor cases and requests raised in Hotlync and process them promptly.
- Responsible for tallying reports from Hotel Link and Opera to ensure that eligible points are credited to ALL members.
- Gather and prioritize guest preferences in ACDC to enhance personalization and satisfaction.
- Relieving Night Manager Shifts as needed.
- Handle guest reservations directly through the RESA Web.
- Conducting daily briefings and planning the forecast arrivals.
- Record transactions, incident reports, and daily activities as required by management.
- Provide support to the reservations department during peak periods, ensuring efficient handling of high-volume bookings.
Education
Master's - Business Administration and Management
University Canada West
Vancouver, British Columbia10.2024
Bachelors - Hotel Management
Nepal Academy of Tourism and Hotel Management
10.2018
Skills
- Technical Skills (Opera 56, Salesforce (GXP), Marriott Mobile Key, Givex, Hotel Link, ACDC, RESA Web, KIPSU, and Microsoft Office Suite)
- Excellent written and verbal communication
- Team leadership
- Motivation
- Mentoring
- Coaching
- Complaint handling
- Multitasking
- Time management
- Guest services
- Cultural sensitivity
- Incident reporting
- Guest relations management
- Employee engagement
- Task delegation
- Front desk operations
Certification
- Certified Digital Marketing Associate, Digital Marketing Institute
- Digital Marketing Certificate, Stukent
- Heart of the house, 07/01/21, Marjan Island Resort and Spa- Managed by Accor Hotels
- Star of the month, 12/01/20, Marjan Island Resort and Spa- Managed by Accor Hotels
- Champion of the month, 11/01/22, Aloft Kathmandu Thamel- A Marriott's Franchise
- Guest Voice Champion, 01/01/22, Aloft Kathmandu Thamel- A Marriott's Franchise
Timeline
Room Operations Supervisor/ Duty Manager
JW Marriott Parq Vancouver & the DOUGLAS, Autograph Collection
11.2024 - Current
Guest Experience Expert
Delta Hotels by Marriott Burnaby Conference Centre
06.2023 - 11.2024
Hotel Front Desk Supervisor
Aloft Kathmandu Thamel - A Marriott Franchise
03.2022 - 03.2023
Hotel Front Desk Shift Leader (Task Force)
Mövenpick- Novotel- Adagio
02.2021 - 12.2021
Hotel Front Desk Shift Leader
Marjan Island Resort & Spa- Managed by Accor Hotels
12.2019 - 12.2021
Bachelors - Hotel Management
Nepal Academy of Tourism and Hotel Management
Master's - Business Administration and Management
University Canada West