Sourav Dutta
Edmonton
Summary
Dynamic operations professional with a proven track record at The Westin, excelling in process improvement and team development. Skilled in operational planning and customer engagement, I enhanced employee performance through tailored training programs and increased customer satisfaction by addressing concerns promptly. Committed to driving efficiency and fostering a collaborative work environment.
Overview
9
9
years of professional experience
Work History
Assistant Operations Manager
The Westin
05.2023 - Current
- Assisted in coordinating daily operations and administrative tasks to ensure smooth workflow.
- Supported team in managing project timelines and deliverables effectively.
- Learned to utilize various tools and software for tracking operational metrics and reporting.
- Collaborated with staff to identify process inefficiencies and recommend improvements.
- Increased customer satisfaction levels by addressing concerns promptly and implementing feedback-driven improvements.
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
Night Manager
Courtyard and Town Place by Marriott (Duel Property)
02.2023 - 05.2023
- Supervised night operations, ensuring adherence to safety and quality standards.
- Coordinated team schedules, optimizing staffing levels for peak operational efficiency.
- Implemented nightly inventory checks, reducing discrepancies and enhancing stock management accuracy.
- Trained new staff on operational procedures, fostering a culture of compliance and performance excellence.
- Resolved guest complaints promptly, enhancing overall customer satisfaction during night shifts.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
Front Desk Supervisor
Hyatt Regency
04.2022 - 01.2023
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored new front desk staff on customer service protocols and operational procedures.
- Handled guest inquiries and resolved issues promptly, enhancing overall guest satisfaction.
- Coordinated scheduling for front desk team, optimizing staffing levels during peak hours.
Front Desk Supervisor
Hyatt Regency
04.2019 - 02.2022
- Implemented improved record-keeping practices, streamlining documentation of guest interactions.
- Managed inventory of office supplies and equipment, ensuring availability for daily operations.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
Guest Service Officer
Hyatt Regency
01.2018 - 03.2019
- Delivered exceptional guest experiences through attentive service and proactive problem-solving.
- Managed guest inquiries via phone, email, and in-person, ensuring timely and accurate responses.
- Collaborated with team members to streamline check-in/check-out processes, enhancing operational efficiency.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Industrial Trainee
Radisson Blu
10.2016 - 03.2017
- Worked closely with industrial professionals to expand upon acquired training with practical knowledge.
- Trained on all major department such as Front Office, Food and Beverage, Housekeeping and Kitchen.
Education
Post Graduate - Hotel, Resort And Restaurant Management
Centennial College
Scarborough12-2022
Bachelor in Hospitality Science And Management - Hotel Management
Siliguri Institution of Technology
Siliguri06-2018
Skills
- Process improvement
- Operational planning
- Operations management
- Operational efficiency
- Employee supervision
- Scheduling and coordination
- Staff training and development
- Budget tracking
- Performance tracking
- New employee hiring
- Customer engagement
- Team building
- Inventory management
Accomplishments
- Currently promoted to Marriott Bonvoy Connector.
- Achieved K goals(more than the goal) for the hotel enrollments, Guest contactless journey, Cleanliness & Productivity for the year 2023 and 2024.
- Achieving the K goals on room revenue for the year 2024.
- Employee of the month for Hyatt Regency Pune and Leader of the quarter in Hyatt Regency Denver.
- Increased upselling revenue from 8% to 19% for the year of 2024 through staff training and incentive programs.
Languages
English
Native or Bilingual
French
Elementary
Timeline
Assistant Operations Manager
The Westin
05.2023 - Current
Night Manager
Courtyard and Town Place by Marriott (Duel Property)
02.2023 - 05.2023
Front Desk Supervisor
Hyatt Regency
04.2022 - 01.2023
Front Desk Supervisor
Hyatt Regency
04.2019 - 02.2022
Guest Service Officer
Hyatt Regency
01.2018 - 03.2019
Industrial Trainee
Radisson Blu
10.2016 - 03.2017
Post Graduate - Hotel, Resort And Restaurant Management
Centennial College
Bachelor in Hospitality Science And Management - Hotel Management
Siliguri Institution of Technology