Siddharth Gupta

Experience

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  Hilton Hotels & Resorts

  Sept 2017 - Aug 2018

  Guest Services Associate

  • Conduct daily briefings about operations. • Check the arrival list and allocate rooms according to guest preferences. • Handle check-ins and check-outs, including group handling. • Manage internal and external calls. • Inspect all arrival rooms and place amenities accordingly with the help of the GRE. • Handle guest complaints and take necessary steps for guest satisfaction as per SOPs. • Apply upselling techniques. • Check all registers, including the cashbook, C-form, logbook, etc. • Verify cash and credit collections. • Block rooms for next day arrivals. • Take wake-up call requests and maintain the wake-up call register. • Run night audits. • Train new team members on PMS (ONQ). Show less

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  Marriott Executive Apartments

  Aug 2018 - Jun 2019

  Guest Services Associate

  • Follow all safety policies. • Consistently offer professional, friendly, and engaging service. • Adhere to department policies, procedures, and service standards. • Ensure proper staffing and scheduling of all Front Office colleagues in accordance with productivity guidelines. • Manage car movements (pickups and drops) by following the transportation sheet. • Assist guests with information about hotel facilities in a helpful manner. • Handle check-ins and check-outs for both Indian and foreign guests. • Adhere to proper credit, check-cashing, and cash handling policies and procedures. • Manage the shift in the absence of the Executive and report directly to the FDM or RDM. • Organize and attend daily departmental meetings on operations. • Communicate pertinent information through pre-shift logs, emails, and departmental meetings for the respective shift and areas of operation. • Handle room blocking and assignments. • Actively update the Guest Movement Tracker with guest preferences. • Handle guest requests and complaints. • Manage internal and external telephone calls and resolve queries. • Attend all important briefings and meetings conducted by the manager. • Perform night auditing, prepare all reports, and conduct pre-arrival preparations for the next day. • Courteously answer inquiries and accept reservations, both in person and by telephone, accurately communicate hotel rates and information, and use suggestive selling techniques to increase room nights, occupancy, and revenue. Show less

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  Novotel Hotels

  Jun 2019 - Dec 2020

  Team Leader (Acting Duty Manager)

  • Greet VIP guests and perform special services for them as directed by the Front Office Manager. • Assist with VIP arrivals and departures in the absence of guest relations officers. • Check the cleanliness of the lobby and public areas, ensuring front office staff maintain proper appearance and behavior. • Verify the registration cards of arriving guests, ensuring all information is correctly filled out by the Guest Service Agent or guests. • Assist in sending guest messages. • Provide instructions to the Night Reception during high occupancy periods regarding walk-in guests and releasing rooms blocked for no-shows. • Prepare for VIP arrivals and escort guests to their rooms. • Coordinate with all departments to ensure smooth Front Office operations. • Check group departures, FIT, and ensure the switchboard makes appropriate wake-up calls. • Handle guest complaints and related problems. • Assist reception, business center, cashier, concierge, and bell captain during busy periods. • Respond to guest inquiries, handle complaints, and attend to guests’ needs. • Approve and sign for allowances, rebates, etc., in the absence of the Front Office Manager. • Authorize charges for late departures and complimentary services. • Promote and maintain good public relations. • Motivate and maintain good staff relations. • Adhere to hotel policy on credit, lost and found, and guest property. • Follow up on credit check reports and liaise with the credit manager. • Oversee front office operations during the absence of the Front Office Manager. • Discuss follow-up matters with the next shift. • Ensure front office attendants maintain a neat appearance and proper attitude and behavior; discuss any issues with the Front Office Manager. Show less

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  ITC Hotels

  Dec 2020 - Nov 2021

  Assistant Manager Reservations

  • Coordinate with sales and in-house reservations teams for room bookings; train customer service coordinators at central reservations and assist in resolving issues. • Manage guest issues, respond to queries, monitor room requirement emails, and recommend ways to increase revenue. • Supervise reservations associates’ efficiency, provide training to resolve issues, and ensure adherence to daily schedules. • Collaborate on staff development, provide feedback, and assist in answering incoming emails and managing online inquiries. Show less

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  Country Inn & Suites by Radisson

  Nov 2021 - Jul 2022

  Assistant Manager - Front Office

  • Drive financial performance through upselling, room revenue management, and operational auditing. • Exhibit initiative, problem-solving, staff training, and team leadership. • Manage and motivate the Front Office team to deliver high standards of customer service. • Welcome guests warmly and foster customer loyalty through a friendly manner. • Develop high-quality relationships with guests throughout their stay. • Handle guest complaints and contentious issues that cannot be resolved by team members, providing fast solutions. • Supervise guest arrivals and departures alongside the front office executive and team members. • Provide a high level of customer service and maintain a strong presence in daily front office operations. • Ensure personalized service is offered to every guest. • Keep team members informed about hotel products, services, facilities, events, pricing, policies, and local area knowledge. • Ensure the hotel’s pricing policy and sales strategies are applied to optimize REVPAR. • Maintain a thorough understanding of all front office systems and standard operating procedures. • Ensure guest documentation and information are accurate and up-to-date. Show less

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  Hilton Garden Inn New Delhi, Saket

  Aug 2022 - Feb 2024

  Duty Manager

  • Oversee daily front desk operations, ensuring efficient check-in and check-out processes. • Maintain a clean, organized, and welcoming reception area, upholding high customer service standards. • Coordinate with housekeeping and maintenance to promptly address guest needs. • Train and supervise front desk staff to ensure they understand their roles and provide exceptional service. • Handle guest inquiries, complaints, and special requests, resolving issues promptly and satisfactorily. • Manage room reservations, ensuring accuracy and maximizing occupancy while adhering to company policies. • Assist in budget management, inventory control, and implementing strategies to enhance guest satisfaction and operational efficiency. Show less