ANIMESH GHOSH

Mobile: +91 9889935555

E-Mail: ghosh.animesh.aaa@gmail.com

LinkedIn: https://www.linkedin.com/in/animesh-ghosh-191328100/

 

Personal Details

Gender: Male

Nationality: Indian

Date of Birth: 31 March 1992

Front Office Management | Hospitality Administration | customer relations| Operations Management

PROFILE & VALUE

·         An experienced and highly skilled professional with 10+ years of experience in managing multifaceted roles in Front Office and Facilities Operations across the hospitality industry at an international level.

·         Adept in managing varied activities, viz. front office support, Sales, handling queries from all over locations via E-Mails, revenue management, negotiations, refurbishments/upgrades, staff recruitment and development, guest relations, travel arrangements, concierge, handling cash, providing on-job-training support to new joiners and refreshers to existing employees.

·         Demonstrated resourcefulness in evolving effective procedures, and establishing service standards, and operational policies.

·         Successfully implemented effective cost control measures, resulting in reduced operational costs

·         Recognized as a smart, industrious, tenacious, and visionary professional; acquired effective communication and maintained good rapport with the vendors in the administrative field.

·         Deft in oral advocacy techniques and ability to generate strategic planning and work under pressure.

·         Articulate communicator and believer of strong work ethics with excellent negotiation, interpersonal, stakeholder management & organizational skills that generate a productive work environment SKILL SET

·         Answering Queries

·         Facilities Management

·         Mentoring-Operational Activities

·         Recruitments & Training

·         Rebranding /Pre–Opening

·         Negotiations & Contracts

·         Revenue Management

·         Guest Relations

·         Budgets & Cost Controls

·         Sales Management

·         Hotel Administration

·         Operational Planning

·         Stakeholder management

·         Secretarial Compliance

·         Office Administration

·         Team Management

·         Planning and Organizing

 

 

KEY ACCOLADES

• Received the following awards and certifications for serving excellent performance:
• Certified First Aider by Crisis Management Pvt. Ltd
• IHG Departmental Trainer Certification “October 2022”
• Awarded as Manager of the Year “2020 – 2021”
• Awarded/ recognized as “Covid Warrior” for “2020 – 2021”
• Awarded social media Champion 2019
• Awarded Employee of the Quarter (Q4) in 2019

 

 

Organization Designation Duration Holiday Inn New Delhi International Airport Assistant Front Office Manager Mar 2022 – Present ITC Welcome Hotel, Dwarka (New Delhi) Duty Manager Jan 2018 – Mar 2022 Radisson Blu Marina, New Delhi Duty Manager July 2016 - Oct 2017 Holiday Inn New Delhi International Airport Front Office Executive April 2016 - Jul 2016 Radisson Blu Plaza Delhi Airport Front Office Executive. Jun 2013 - Mar 2016

CAREER PROGRESSION

 

KEY CONTRIBUTIONS

 

@ Holiday Inn New Delhi International Airport

• Successfully administered entire front office operations, including coordination with Reservation & Revenue, Concierge, Airport Services, and Front Desk.
• Monitored costing and effectively implemented up-selling strategies.
• Successfully drove the NPS (Net Promoter Score) and maintained the GSI (Guest Satisfaction Index).
• Through training and development initiatives, ensured multi-skilling and multi-tasking at various levels and subsections.

 

@ ITC Welcome Hotel, Dwarka (New Delhi)

• Effectively coordinated and managed a team of 30-35 Associates, Supervisors, Executives, and Managers providing customer support.
• Effectively monitored costing, and budgeting, and implemented up-selling strategies.
• Enhanced the customer experience score for the site through a strategic approach.
• Managed day-to-day core operations within the domain, including internal/external stakeholder management and business reviews.
• Conducted daily/weekly checkpoint calls with stakeholders and monthly/quarterly service review meetings.
• Consistently mentored process improvement projects within the team, resulting in employees' role progression.
• Ensured implementation and adherence to various organization policies and procedures across all levels.
• Successfully managed attrition and arranged for timely backfills.
• Conducted monthly one-on-one sessions with team members to discuss their performance and progress.
• Led, motivated, and developed teams to meet new business challenges, resulting in the achievement of high Net Promoter Scores.

 

@ Radisson Blu Marina, New Delhi

• Successfully attended to guests' complaints, inquiries, and requests with prompt effort, resulting in high guest satisfaction.
• Managed and motivated staff through daily supervision, including discipline, scheduling, and monitoring performance.
• Ensured the smooth and efficient operation of the front office department and coordinated with other departments to provide personalized, prompt, and flawless service to all guests.
• Enforced the team to achieve revenue targets by effectively up-selling rooms and restaurants in the hotel.
• Effectively resolved all guest concerns with maximum satisfaction, minimizing any loss of revenue to the hotel.
• Imparted process training to the assigned teams, resulting in improved efficiency and service quality.

 

@ Holiday Inn New Delhi International Airport

• Dexterously monitored the hotel's loyalty program, ensuring its effective operation and meeting MTD & YTD figures.
• Imparted necessary training to the team to ensure flawless service delivery, resulting in improved guest satisfaction.
• Proactively upsold and cross-sold hotel services, resulting in increased revenue for the hotel.
• Ensured compliance with all legal regulations related to the arrival and departure register, along with C form, minimizing any risk of non-compliance.

 

@ Radisson Blu Plaza Delhi Airport

• Effectively handled new teams on the floor, ensuring smooth onboarding and training.
• Remained highly attentive and vigilant in the lobby, monitoring the dexterity and proper maintenance of Housekeeping standards.
• Coordinated with guest relations to ensure smooth and express check-in and check-out of VIP guests.
• Efficiently handled front office relations, ensuring proper information management and service standards.
• Expertly performed all types of front desk operations, resulting in a seamless guest experience.
• Effectively managed store and purchases, ensuring proper inventory control and minimizing waste.
• Expert in handling cashiering operations and conducting regular cash audits for errorless transactions, minimizing any risk of financial discrepancies.
• Maintained and updated the company's loyalty program, ensuring maximum guest participation and engagement.

EDUCATION

• Sc. in Hospitality & Hotel Administration from Institute of Hotel Management, Catering Technology & Applied Nutrition (IHM), Hyderabad, 2010 – 2013