Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

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
Scarborough
12-2022

Bachelor in Hospitality Science And Management - Hotel Management

Siliguri Institution of Technology
Siliguri
06-2018

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
Sourav Dutta