Birbhan Sharma
Front Desk Manager
Balwn North,VIC
Summary
Hardworking front desk professional bringing expertise in reservations, concierge services and department collaboration. Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence. Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations.
Overview
40
40
years of professional experience
4
4
years of post-secondary education
Work History
Front Desk Manager
Columbus Motel
Columbus, Iowa
02.2021 - 11.2021
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Maintained transaction security by verifying payment cards against identification.
- Resolved guest complaints by addressing issues with rooms promptly.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Checked guests in out of hotel, made reservations and processed payments.
- Explained details regarding property to acclimate patrons to resort environment.
- Attended staff meetings and brought issues to attention of upper management.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees and payments.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Provided hotel guests with information regarding casino, restaurants and fitness center.
- Entered customer data into room system and updated information when patrons changed rooms.
- Performed concierge services for guests.
- Balanced hotel accounts at end of day.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Anticipated guests' needs and responded to requests within reasonable amount of time.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Prepared weekly employee work schedules for team members.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Front Desk Manager
Econo Lodge Motel
Scranty, PA
01.2020 - 01.2021
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Maintained transaction security by verifying payment cards against identification.
- Resolved guest complaints by addressing issues with rooms promptly.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Explained details regarding property to acclimate patrons to resort environment.
- Attended staff meetings and brought issues to attention of upper management.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Collected room deposits, fees and payments.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Provided hotel guests with information regarding casino, restaurants and fitness center.
- Performed concierge services for guests.
- Balanced hotel accounts at end of day.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Processed arrivals and departures for hotel guests, handling approximately [Number] guests per shift.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Front Desk Manager
Super Eight
Keokuk, Iowa
02.2014 - 11.2019
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Maintained transaction security by verifying payment cards against identification.
- Resolved guest complaints by addressing issues with rooms promptly.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
- Checked guests in out of hotel, made reservations and processed payments.
- Explained details regarding property to acclimate patrons to resort environment.
- Attended staff meetings and brought issues to attention of upper management.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collected room deposits, fees and payments.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns.
- Promoted local entertainment and sporting events and offered details to assist patrons.
- Provided hotel guests with information regarding casino, restaurants and fitness center.
- Entered customer data into room system and updated information when patrons changed rooms.
- Performed concierge services for guests.
- Balanced hotel accounts at end of day.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Processed arrivals and departures for hotel guests, handling approximately [Number] guests per shift.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Increased customer service ratings through personable service.
- Planned coverage needs and organized services to support incoming special events.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared weekly employee work schedules for team members.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Provided services efficiently and with high level of accuracy.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Anticipated guests' needs and responded to requests within reasonable amount of time.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Managed front desk maintenance of client records and lab data.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Education
Bachelor of Arts - History
Government Mohindra College
Patiala 03.1972 - 03.1976
Skills
Inventory oversight
Cash control
Automated telephone systems
VIP guest relations
Check-in and check-out procedures
System updates
Rate changes
Cash Handling
Sales expertise
Housekeeping
Guest services
Staff Management
Bookkeeping
Credit and cash payments
Problem-solving skills
Yoga Meditation
I enjoy doing yoga and meditation in my spare time
Timeline
Front Desk Manager
Columbus Motel
02.2021 - 11.2021
Front Desk Manager
Econo Lodge Motel
01.2020 - 01.2021
Front Desk Manager
Super Eight
02.2014 - 11.2019
Bachelor of Arts - History
Government Mohindra College
03.1972 - 03.1976