BIJAY KHATRI
Westmead,Australia
Summary
Dynamic and excelling in staff training and complaint resolution. Enhanced guest satisfaction through effective relationship building and streamlined front desk operations. Demonstrated strong leadership in managing inventory and cash handling, contributing to a seamless operational flow and a positive workplace culture. Experienced Duty Manager with substantial knowledge in hospitality and customer service. Demonstrated success in managing staff, coordinating operations and liaising with diverse departments to ensure seamless operations. Strong problem-solving skills coupled with ability to handle high-pressure situations. Significant contribution towards improved guest satisfaction and operational efficiency in previous roles.
Overview
6
6
years of professional experience
Work History
Duty Manager
Rydges sydney central
Surry hill, NSW
01.2025 - Current
- Supervised daily hotel operations ensuring high service standards.
- Resolved guest complaints promptly to enhance customer satisfaction.
- Managed inventory and supplies for smooth operational flow.
- Conducted training sessions for new staff on hotel protocols.
- Communicated effectively with team members to maintain seamless operations.
- Monitored front desk activities to ensure efficient check-in processes.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Supervised cash handling procedures, ensuring that all transactions were processed accurately.
- Handled employee problems in absence of HOD.
- Collaborated with upper management to improve productivity of operations.
- Reviewed customer feedback surveys in order to identify areas for improvement.
- Monitored performance of staff members, offering advice where appropriate.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
Front Office Supervisor
Rydges Sydney Central
Surry Hill
10.2023 - 01.2025
- Induct new staff into the team, department, and following guidelines. Ensure that all the staff carry out their duties in accordance with the Brand, Service Standards, and procedures manuals.
- Ensure strict procedures are followed for all cash, credit, and cheque transactions, accounting and banking procedures, the issuance of keys, and guest confidentiality.
- Supervise and support the Front Office team.
- Resolving problems and dealing with conflict with disappointed guests.
- Create a memorable experience for the guest, and make them feel welcome.
- Coordinating or liaising with other departments.
- Being a source of information for the guests.
- Establish ongoing on-the-job training programs for all employees within the department to meet brand and service standards.
- Close the open folio.
Guest Service Representative
Rydges Sydney central
Surry Hill
08.2021 - 10.2023
- Assisted guests with inquiries and provided information about services and amenities.
- Managed check-in and check-out processes efficiently for guest satisfaction.
- Handled guest complaints with professionalism to ensure a positive experience.
- Coordinated room assignments and special requests to meet guest preferences.
- Maintained cleanliness and organization in the front desk area for a welcoming environment.
- Collaborated with housekeeping to ensure timely room readiness for incoming guests.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Tracked inventory levels of supplies needed for front desk operations.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Assisted with luggage storage upon request.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
Assistant Night Manager
Sofitel Sydney Wentworth
01.2021 - 11.2021
- Complete the night audit for guest ledgers to close the bank and cashiers, reconciling issues quickly, and making discrepancies for further investigation.
- Assist in Night Manager tasks.
- Maintain and utilize inventory control to maximize revenue yield.
- Process nightly bills, checks, and vendor payments while maintaining detailed records and receipts.
- Responsible for checking in all guests after standard business hours, and answering any questions.
- Resolved guest complaints promptly, ensuring a positive experience during their stay.
- Managed communication between front desk staff and other departments regarding customer requests or complaints.
- Performed regular inspections of public areas such as lobbies or pool decks for tidiness and cleanliness standards.
- Maintained an accurate record of room availability, occupancy rates, and revenue generated.
- Monitored the security of the premises throughout the shift and took appropriate action when needed.
Night Auditor
Rydges Sydney Central
Surry Hill
02.2020 - 01.2021
- Conducted daily audits to maintain accuracy in accounts, and ensure compliance with auditing procedures.
- Managed late-night check-ins and early departures while prioritizing guest satisfaction and property security.
- Supported the Night Manager in supervising hotel operations, including cashiering procedures and guest account management.
- Provided quality customer service, and managed guest feedback effectively.
- Ability to promote products to guests, e.g., room and breakfast upgrade.
- Monitored hotel security systems to ensure guest safety overnight.
- Resolved guest inquiries and issues promptly to enhance satisfaction.
- Maintained inventory of supplies and requested restocks as needed.
Education
Bachelor in science -
Tribhuvan University
Butwal01.2017
Higher Secondary Education Certificate -
Oxford Higher Secondary School
Butwal01.2013
Skills
- Staff training
- Cash handling
- Customer service
- Inventory management
- Complaint resolution
- Front desk operations
- Relationship building
- Strong leadership
- Emergency management strategy
- Time management
- Team collaboration
Accomplishments
- Completed Basic Course in Personality Development.
- Participated in workshops on customer handling.
- Organized and participated in various departmental training programs.
Attributes
- Competent in MS Office tools (Word, Excel, and PowerPoint)
- Strong interpersonal and communication skills
- Ability to work under pressure and meet deadlines
- Self-motivated, proactive, and adaptable learner.
- Knowledge of accounts payable procedures and bookkeeping principles.
- Experience in managing financial transactions and maintaining accurate records.
Languages
English
Full Professional
Nepali
Native/ Bilingual
Hindi
Professional
References
Available upon request.
Timeline
Duty Manager
Rydges sydney central
01.2025 - Current
Front Office Supervisor
Rydges Sydney Central
10.2023 - 01.2025
Guest Service Representative
Rydges Sydney central
08.2021 - 10.2023
Assistant Night Manager
Sofitel Sydney Wentworth
01.2021 - 11.2021
Night Auditor
Rydges Sydney Central
02.2020 - 01.2021
Bachelor in science -
Tribhuvan University
Higher Secondary Education Certificate -
Oxford Higher Secondary School
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