Amit Maharjan

• Greets guests with a smile and make them feel welcome
• Answer the phone in a timely and friendly manner (as per the company guidelines)
• Provide guests with relevant information about the property’s structure, services, local attractions and facilities
• Ensure guests understand the terms and conditions of their booking
• Trains and monitors Front Office Receptionists and ensures service standards are met
• Ensures accurate recording and verification of Team Member time records
• Supervises all Team Members in all aspects of the daily operation of the outlet, providing the necessary assistance where required
• Ensures that all opening and closing procedures are carried out to an acceptable standard and supervises outlet
• Maintains efficient operating procedures for the outlet’s point of sale cashiering computer system, ensuring accuracy and balancing of till and the department cash float
• Maintains a high level of cleanliness and care of all equipment and materials; and ensure security of outlet
• Promptly report any maintenance work required to the Manager
• Maintains all outlet stock levels
• Develops training plans and conduct on and off the job training sessions for all outlet Team members
• Attends all meetings when required
• Take extreme care with personal grooming in order to maintain a consistently high level of professional appearance and monitors service personnel’s appearance and grooming
• Punctual, efficient, and courteous at all times with guests and fellow Team Members alike
• Handles all guest complaints immediately, courteously and satisfactorily
• Assists with conducting performance appraisals of line Team Members
• Other duties as may be prescribed from time to time due to operational needs
• Maximise occupancy and room revenue through liaison with Yield, Central Reservations and Sales team as required
• Maintain a guest recognition program in line with company standards
• Provide information to the general public as requested
• On-shell and train Team Members to on-sell tours as well as any other add on products or services
• Receive payments from departing guests and process as per company manuals
• Note and action daily dairy notes, Front Office memos and instructions from management
• Pass on information required by fellow Front Office Team members coming onto the following shifts
• Communicate any messages (either telephone or owner/guest direct) or facsimiles received, to relevant departments i.e.: management, housekeeping, maintenance, body corporate, accounts.

• Reconcile all credit card transactions, financial records, occupancy percentages, room charges, final

bill preparation, and cash drawer activity after a thorough audit process

• Process additional administrative, bookkeeping. and accounting procedures as required

• Prepare and distribute daily, weekly, and monthly reports to general manager, department heads,

and hotel management

• Respond to inquiries, process reservations and check-ins, delegate housekeeping, security, and

service requests, resolve guest complaints, and other front office duties as required

• Provide exceptional service to all hotel guests during their stay

• Audit of daily revenue from various functions including front desk, food & beverage, catering, and

parking.

• Responsible for the audit of hotel daily revenues from rooms division, food & beverage functions,

catering and spa operations.

• Responsible for the audit of hotel daily revenue from rooms division and banquet functions.

• Responsible for a complete audit of hotel revenue from rooms, food & beverage and catering

functions, including a manual audit of restaurant and bar daily sales.

• Responsible for a complete audit of the hotel revenues from rooms, restaurant, and catering

functions assisted accounting in the correction of posting errors, prepared & balanced hotel daily

trial balance and flash reports.

Supported front office & reservation as needed, acted as manager on duty during working hours.

• Trained and supervised hotel's new audit crew, supported front office and reservation departments

as needed.

• Acquired necessary data and performed audits of all revenue streams for the hotel, ensuring

accurate and effective reports for the financial officer to allow for strategic decisions to be made on

everything from gift shop commodities to restaurant traffic.

• Posts room charges and room taxes to guest accounts including guest transactions not posted during

the day by the front office cashier.

• Mentor for all Team Members in providing exceptional service and promoting company goals
• Check daily reports and ensure that all reservations and correspondence reconcile
• Monitor the flow of Guest Sales, ensuring all Guest sales are updated as required
• Inform reservations / Reservations Manager of any days where bookings where bookings may be a concern
• Coordinate special request for incoming guests with the relevant departments prior to guest arrival
• Keep informed of any sales or promotional activities that are in place
• Respond to the information requests from guests timely and accurately
• Up sell property accommodation to increase average room rates
• Always look for opportunities to on sell or refer business to other Mantra Group properties
• Advice Sales Team of any relevant sales leads
• Offers information and assistance in a friendly manner regarding the Property, the local area and attractions
• Knows and communicates the Terms and Conditions of their booking to clients and agents accurately and efficiently
• They must also communicate knowledge of the buildings’ location, facilities and benefits
• Answers phone and email enquiries in a timely manner
• Coordinates group bookings at the Property
• Attempts to fulfil client requests and special needs where ever possible
• Makes reservations for guests calling the Property direct
• Employs use of knowledge and experience to maximise occupancy
• Maintains current knowledge of the Property, rates and occupancy
• Manages internal allocations of promotional specials, Unit Owners, RCI and Minimum Income
• Agreement units
• Handles telephone complaints and queries using conflict resolution skills to resolve client dissatisfaction
• Identifies problems, attempts to find solutions or alternatives in early stages in over booking situations and agent or client problems
• Check manifests and email booking confirmations to ensure they correspond with bookings in the
• Property reservation system
• Develop and maintains appropriate systems of filing and archiving for hard copies and correspondence regarding reservations
• Employ use of knowledge and experience to maximise occupancy
• Places bookings in rooms to maximise back-to-back bookings
• This also includes constant monitoring of room allotments and availability in the short and long term
• Manages internal allocations of promotional specials, Unit Owners, RCI and Minimum Income
• Represent the company and all shareholders in a positive manner expounding the values, ethics and pride at all times
• Complete to the best of your ability any additional tasks within reason as provided by your immediate manager or their delegate
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Provided customers with information about availability and pricing.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Resolved various issues and discrepancies for customers.

• Checks guests in and out of the Property accurately and in a timely manner
• Greets all guests that come into contact with Guest Relations ensuring that the guest’s name is used at all times
• Handles guest enquiries and provides information on local attractions and gives directions as required
• Takes reservations as required in the absence of the Reservations Manager
• Answers all telephone calls within three rings in a professional friendly manner
• Equips the front desk at the commencement of each shift with the adequate stationery and forms
• Organise and distributes the delivery of guest’s messages and mail
• Records guest comments for the information of the Front Office Manager
• Informs guests of all facilities and services available in the Property
• Sets up guest accounts accurately
• Reconciles cashier floats at the completion of each shift maintaining an accurate float
• Documents all transactions and alterations to accounts
• Communicate with Team Members on the following shift in order to ensure continuity of service
• Ensures special requests are actioned appropriately and timely
• Maintains the cleanliness and the presentation of the front desk at all times
• Communicate with Housekeeping to ensure relevant information is transferred
• Reads all communication material at the commencement of each shift
• Collects payment of accounts and issues receipts accordingly
• Maintains Team Member dress and grooming standards at all times
• Ensure room audits are carried out accurately and on a daily basis
• Provides Porters with detailed accurate information to carry out all their duties efficiently
• Complies with Property safety rules, reports all accidents and incidents and raises any safety issues or concerns with their OH&S representative or Manager
• Carries out any additional duties assigned by the Front Office Manager or management team
• Ensure that all information is kept confidential, unless otherwise advised
• Ensure that all Occupational Health and Safety requirements for the company are met within your department
• Report any workplace hazards as you see them and support the company in its endeavour to provide a safe workplace
• Represent the company in a positive manner expounding the values, ethics and pride at all times
• Complete to the best of your ability any additional tasks within reason as provided by your immediate manager or their delegate

• Provide passionate and friendly service to external and internal guests at all times
• Ensures that all guests’ requests are prioritise and completed in a timely manner
• Vacuum, dust, mop and tidy all public areas as specified, including Office and Team Member areas
• Collects rubbish from allocated areas to be disposed of, ensure all recyclable items are separated
• Delivers guest amenities and extras such as beds, cots, blankets and pillows
• Collects and delivers items from guest rooms as requested
• Collects soiled linen from guest floors and deliver it to the linen room or respective area
• Assists with minibar as required
• Assist guests with all enquire and complaints and provide accurate information to guests about
• Property facilities and features
• Comply with all guest privacy and security procedures
• Be trusted to follow correct procedures for all lost property items
• Notify the appropriate person of all maintenance problems, damaged equipment and missing items, immediately
• Handle all amenities, chemicals and equipment according to specific instructions and Workplace
• Health & Safety standards
• Ensure that you are adhere to grooming policy; ensure that you are wearing correct uniform, with name badge visible
• Undertake special cleaning projects, as directed

• Greeted customers and helped with product questions, selections, and purchases.
• Used POS system to process sales, returns, online orders, and gift card activations.
• Organized store merchandise racks and displays to promote and maintain visually appealing environments.
• Assisted customers with prompt and polite support in-person and via telephone.
• Helped customers complete purchases, locate items, and join reward programs.
• Balanced and organized cash register by handling cash, counting change, and storing coupons.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
• Used in-store system to locate inventory and place special orders for customers.
• Maintained up-to-date knowledge of store sales, payment policies and security standards.

• Enthusiastically serving over 500 customers per day.

• Responsible for providing payment to suppliers in a timely manner.

• Demonstrate accurate and efficient cash handling ability.

• Accurate inventory management.

• Contribute your energy and enthusiasm to a positive team environment.

• Ensure a high level of customer service at all times.

• Build and maintain a key pool of customer accounts encouraging repeat business.

• Maintain outstanding store presentation and visual merchandising standards.

• Accurate cash handling skills.

• Encourage repeat business and enhance consumer knowledge of products.

• cash handling.

• Ensure store is clean and presentable.

• Used POS system to process sales, returns, online orders, and gift card activations.
• Coached team on effective upselling and cross-selling methods.
• Used in-store system to locate inventory and place special orders for customers.
• Monitored customers for signs of security concerns and escalated issues to management.
• Recommended complementary purchases to customers, increasing revenue.

• Therefore, here are some of the key Responsibilities following all the roles., Responsible for filling up stocks produce and dairy products
• Pick and pack food products labelling them to its sale prices
• High customer service up to 600 customers per day
• Cash handling
• Customer
• Stock filling
• Product handling
• Achievements: Developed customer-oriented communication skills and the ability to handle emergency issues
• Moreover, working in IGA has been very resourceful as my job activities made me understand varieties of products to deal with
• Fixing all the aisles and dealing with dairy and produce products is a challenging job
• This job experience has taught me to evaluate the products with their costs and sales market strategies.
• Maintained safe, neat, and clean working environment and closely monitored for wet floors or other hazards.
• Collaborated with store management to align with objectives and provide quality produce.
• Sorted and packaged produce items to prepare for shipments.

• Ensure high quality and presentation of food provided to Guests, according to Property standard and within reasonable time frame of service
• Prep of food items during non-service periods – ensure that prep is stocked to appropriate levels and that service areas are set up for efficiency
• Maintain strong product knowledge of menu items and seasonal ingredients
• Facilitate open communication with Management to ensure understanding of cuisine standards
• Ensure all food items are rotated to provide continually fresh produce - keep cool rooms and dry stores clean and tidy at all times
• Maintain equipment - ensure all care is taken to prolong equipment life by keeping clean and handling with care at all times
• Undertaking of kitchen duties, including cleaning of equipment and preparing service
• Hurricanes Grill provided wonderful opportunity to learn more about American culture with great taste of food
• Using handful skill in Salad section builds up creativity and helps to prepare person to be fast and accurate
• Improvement in communication, knowledge in food varieties, proper kitchen machinery skills were major factors that I learned from this industry.

• Preparing food products and managing workstations
• Maintaining a high level of hygiene
• Managing stock level
• Training new team members
• Outlining procedures to get 100% use of the equipment
• Use of heavy-duty equipment for example hot ovens, oil pots, oil cleaner machine
• Working in KFC has been a great experience
• Working in KFC has taught me that communication plays very important part in my daily work, without proper communication things can be very difficult for all the people working along-side
• Therefore, it has helped me be able to work with and associate with a community of diverse multi-cultural background.