Surender Singh

Experience

• 

  Radisson Seven Seas Cruises

  Jun 2011 - Jun 2012

  Guest Service Associate (Front Office)

  Work as front office associate. Handling C/I & C/O.Guest HandlingCash HandlingCashier Function

• 

  Kempinski Hotels

  Jun 2012 - Nov 2013

  Guest Service Associate (Front Office)

  Work as front office associate. Handling C/I & C/O.Guest HandlingCash HandlingCashier Function

• 

  IHG Hotels & Resorts

  Nov 2013 - Mar 2019

  • Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.• Oversee night audit function and preparation of daily financial reports.• Develop plans to increase occupancy and ADR through walk-ins and up-selling at the front desk.• Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.• Educate and train team members in compliance with local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.• Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction.• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. Show less • Provide a professional, advisory and executive support service to the General Manager to assist in meeting the strategic goals of the establishment.• Implement strategies aimed at cost minimization, productivity maximization without reduction of Quality Standards.• Monitor guest questionnaires and GSI result to identify shortfalls and remedy service issues.• Complete and update annually Standards and Procedures for the Rooms Division.• Conduct development and performance reviews, identifying key personnel for further development and structured career pathing• Implement and maintain training systems to ensure that associates have the necessary framework and skills to perform their job efficiently and effectively.• Prepare work schedules and annual leave schedules within budget, business expectation and guidelines of the appropriate industrial legislation.• Oversee the selection an appointment of new associates within the department.• Actively promote a work environment, which cares for guests and associates alike. Show less • To aim towards achieving the mission of the SBU and to drive the balance score card initiatives to achieve overall excellent performance.• To ensure all key processes are in place, GSTS target is achieved and CFS cases are closed on a daily basis.• To encourage maximum participation in Train the Trainer programme.• To ensure department operates efficiently and according to the laid down procedures and policies.• Maximize Hotel Occupancy, average room rate and stimulate internal promotions of the Hotels F&B outlets. Show less Snapshot of Professional ResponsibilitiesHaving diverse experience of over 6 years in Group Reservations, Front Desk, Reservations, Concierge, Guest Services & Business Centre A demonstrator who can adapt to changing situations and different cultures to achieve results.Detailed Professional ResponsibilitiesAdministrativePart of the Pre Opening TeamAssists in the preparation and updates of the Departmental Operations ManualSupervises the daily works of Guest Service Officer & Team Leader – Front DeskDelegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintainedCustomer ServiceConduct show of the hotel facilitiesAssist team members when in criticism / complains from guests and report the same to the ones concernedEnsures that guest history records are accurately maintained in accordance to feedback received through Maritz SurveyOperationalEnsures the strict control of room keysEnsures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenitiesEnsures that all V.I.P. and long stay guests are met on arrivalKeep a follow up for high balance guests and ensure that part settlements are done by guests periodicallyResponds to the results of the Consumer Audit and ensures that the relevant changes are implemented.Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.Ensure a smooth implementation of the Guest Recognition Program to maximize guest satisfaction PersonnelAssists to feedback the results of the Employee Engagement Survey and ensure that the relevant changes are implemented. Show less · Provides functional assistance and direction to all departments.· Cooperates, coordinates and communicates with other hotel departments asrequired.· Reacts to situations to ensure guests receive prompt attention and personalrecognition throughout the hotel· Responds to guest needs and resolves related problems· Supervises and directs Reception and Reservations personnel.· Supports and assists Front Office personnel and all departments at peakperiods.· Ensures VIPs and priority club guests receive special attention· Inspects front of house and back of house regularly for cleanliness.· Assists Guest Relations in greeting, rooming, and sending off VIP guests.· Monitors appropriate standards of conduct, uniform, hygiene, and appearance ofstaff.· Provides input for Front Office meetings.· Promotes inter-hotel sales and in-house facilities.· Checks billing instructions and monitors guest credit· Analyses and approves discounts and rebates.· Analyses the rate variance report to ensure rooms revenue control· Takes action with the Property Management Systems (PMS) in emergency situation.· Fully conversant with all hotel emergency procedures.· Ensures front line staff complies with FIT marketing techniques and maximizesales. Show less Supervise cashiering activities. Cash handling & banking procedure. Dealing with irregular payment. Instructing Staff in credit policies. Instructing staff in cash security procedure. Prepare daily reports. Prepare cash reports. Promote inter-hotel sales & in-house facilities. IHG Rewards Club & regular guest welcome letters. Solicitation of IHG Reward Club application. Attending to special request by guests. Compile, analyze & control front desk's costs. Supervises, train & directs Reception & Reservation personnel. Supports & assists front office personnel & all departments at peak periods. Monitors appropriate standards of conduct, uniform, hygiene & appearance of staff. Supervise front office operations. Compile occupancy statistic. Supervise the use of public address system. Supervise group bookings. Oversee maintenance of efficient repeat guest history system. Handle guest complaints & refer them as necessary, follow up on corrective action.Review arrival lists for all arrivals & VIP's to check room allocation, amenities, & special requests. Takes action with the PMS in emergency situation. Fully conversant with all hotel emergency procedure. Show less

  • Front Office Manager

    Sept 2018 - Mar 2019

  • Assistant Front Office Manager

    Apr 2018 - Aug 2018

  • Senior Duty Manager (Acting AFOM)

    Apr 2017 - Mar 2018

  • Duty Manager

    Oct 2015 - Mar 2017

  • Front Office Executive

    Jan 2015 - Sept 2015

  • Team leader Front office

    Nov 2013 - Dec 2014
• 

  ITC Hotels

  Mar 2019 - May 2023

  Front Office Manager and Revenue Manager

  • Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.• Oversee night audit function and preparation of daily financial reports.• Develop plans to increase occupancy and ADR through walk-ins and up-selling at the front desk.• Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.• Educate and train team members in compliance with local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.• Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships drive continuous improvement in guest satisfaction.• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies. Show less

• 

  Hilton

  May 2023 - now

  Front Office Manager

  As a Front Office Manager at Hilton Hotels, I have been responsible for overseeing and managing all aspects of front office operations to ensure exceptional guest experiences and efficient operations. With 13 years of experience in the hospitality industry, I have gained a deep understanding of the intricacies involved in delivering outstanding service while maximizing revenue and maintaining a well-functioning team.Key Responsibilities:Guest Experience Enhancement:Implementing and maintaining high standards of service excellence to create memorable guest experiences.Ensuring smooth check-in and check-out processes, addressing guest inquiries and resolving any issues promptly and professionally.Revenue Optimization:Implementing upselling techniques and training the front office team to increase revenue through room upgrades and additional services.Front Office Operations Management:Overseeing daily operations of the front desk, reservations, concierge services, and night audit.Maintaining accurate records, managing room inventory, and coordinating with housekeeping to ensure rooms are ready for guest arrival.Team Training and Development:Recruiting, training, and conducting regular performance reviews, providing feedback, and identifying training needs.Fostering a positive work environment, promoting teamwork, and motivating the team to deliver exceptional service.Budgeting and Financial Management:Developing and managing the front office department budget, monitoring expenses, and identifying cost-saving opportunities.Analysing financial reports, forecasting revenue and occupancy, and making recommendations for improvement.Quality Assurance and Compliance:Maintaining compliance with hotel policies, procedures, and brand standards.Conducting regular quality assurance checks to ensure adherence to service standards.Implementing and monitoring guest satisfaction initiatives and addressing feedback and reviews. Show less