JAYASH DHAKAL
Adelaide,SA
Summary
Highly skilled and motivated professional with a strong background in both Operations and Head of the department management. Possessing excellent organizational and communication skills, as well as a meticulous attention to detail, I am confident in my ability to manage and maintain accurate and up-to-date records. I have demonstrated the ability to work effectively in fast-paced environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
FRONT DESK MANAGER (HOD)
Hilton Hotels and Resorts
01.2023 - Current
- Guest Services Excellence ensured the highest standards of guest satisfaction by overseeing the delivery of exceptional customer service at the front desk and throughout the hotel.
- Team Leadership, managed and mentored a skilled front office team, providing training, motivation, and support to uphold service excellence and professionalism.
- Check-In/Check-Out Operations streamlined and supervised the check-in and check-out processes to ensure efficiency, accuracy, and a seamless guest experience.
- Reservation Management, coordinated and managed room reservations, optimizing occupancy rates and overseeing reservation systems to accommodate guest preferences.
- Problem Resolution, addressed guest concerns and resolved issues promptly, maintaining a proactive approach to prevent potential challenges and ensuring guest satisfaction.
- VIP and Special Requests Handling, managed VIP guest services and attended to special requests, ensuring personalized attention and exceeding expectations for guests with unique needs.
- Financial Oversight, assisted in budget management, monitored room rates, and implemented revenue management strategies to maximize profitability.
- Staff Scheduling and Training, developed and implemented staff schedules, conducted training programs, and fostered a culture of continuous learning to enhance the team's skills and performance.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Collaboration with Other Departments, worked closely with housekeeping, concierge, and other hotel departments to ensure seamless coordination and communication, contributing to an integrated and efficient hotel operation.
- Security and Safety Compliance, maintained compliance with security and safety protocols, ensuring the well-being of guests and staff while adhering to industry standards and regulations.
- Technology Integration, utilized and managed hotel management systems to enhance operational efficiency and guest service, staying abreast of technological advancements in the hospitality industry.
- Guest Feedback Analysis regularly analyzed guest feedback to identify areas for improvement, implementing strategies to enhance service quality and overall guest satisfaction.
HOTEL DUTY MANAGER
Hilton Hotels and Resorts
11.2021 - 01.2023
- Observe the Hotel's day-to-day operations
- To ensure a smooth operation, direct and oversee reception and reservation activities in conjunction with room service, housekeeping, maintenance, and the food and beverage departments
- Ensure that the restaurant, bar, housekeeping, conference rooms, pool and gym areas, reception, and parking areas are all immaculately presented and maintained in keeping with the Hotel's requirements
- In the General Manager's absence, primarily outside regular business hours, on weekends, and holidays, direct and oversee all aspects of the operation
- Foresee issues and take appropriate action to solve them
- While working a shift, guide the Hotel through any crisis management action plans
- Take care of, document, and report any incidents in the Hotel
- These incidents may impact a staff member, a third party, an event, or the Hotel's evacuation
- Always represent the business favourably by elaborating on its principles, ethics, and sense of pride
- Ascertain the employees' compliance with laws, regulations, and safe practices as per the Work, Health, and Safety Act
- As the designated Responsible Person for the property, monitor adherence to the laws and regulations governing the sale of alcohol
- In charge of managing the Hotel's cash registers and float, giving staff members keys, maintaining security, and reporting incidents and statistics
- Ensure that all department employees follow the presentation, grooming, and punctuality rules outlined in the staff handbook.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Provided services efficiently and with high level of accuracy.
FRONT OFFICE LINE-LEVEL (GSA)
Intercontinental Hotels Group
01.2021 - 11.2021
- Greeting guests upon arrival and making them feel welcomed, assigning rooms and taking care of managerial duties, give a warm welcome to all the guests especially the VIP's and to provide them with the best possible service
- Awarded as highest enrollment for IHG rewards club in the hotel
- Appointed to oversee 367 rooms status and report to housekeeping departments, follow up on the departures of the day and process payments as required
- Dealing with reservations for future making sure routing, deposit and third-party bookings payments method are right and resolve any guest amenity or requests
- Taking care of administrative duties, coordinate guest satisfaction index through their stays and encourage repeat bookings, balancing inventory for upcoming days if required and planning up task for the day
- Executes several daily managerial tasks, including attending meetings, testing, and executing new marketing ideas and brainstorming ways to streamline the guest experience from check-ins to checkouts
- Coordinating with manager and staff regarding exceptional guest satisfaction through resolving problems, addressing complaints, and expertly responding to customer inquiries and requests.
HOTEL AUDITOR NIGHT & DAY
Intercontinental Hotels Group
03.2020 - 11.2020
- Greet guests upon arrival, dealing with check in and check-out upon daily basis, schedule guest wake-up calls and reservations for the following day
- Audit and balance reports from day shift, save all the reports and upload respectively, verify all the EOD work has been performed by other departments, balance cash drawers and record receipts
- Balancing manual credit card (eftpos, master card, visa, amex, union, etc.) reconciliation dealing with variance, adjusting it off as required and balancing between terminals and hotel revenue
- Run EOD computer functions and roll the system at the end of the task, prepare income audit and run daily credit check report, print out breakfast forecast reports and process any pending PM and PX folios
- Assist night manager and deal any mistakes to be corrected if done by day team do security rounds look after the property at night and stock up any stationaries if required in the front desk.
GUEST SERVICE AGENT
Intercontinental Hotels Group
10.2018 - 01.2019
- Dealing with group arrivals check-ins and individual guests allocating rooms and balancing inventory as required daily, reporting all the checklist to manager on duty and communicating to manager to plan daily task
- Writing professional response letters to customers, responding quickly to situations, taking inbound calls from customers, managing, manipulating, and inputting data to spreadsheets
- Handling reservations, bookings, preparing customer service summary reports, processing mail from guests, dealing politely but firmly with demanding customers, carrying out variety of administrative tasks, implementing new customer service policies and procedures
- Ensuring compliance with relevant policies, always Complying with Data Protection Act, verifying accuracy of orders from customers.
Education
Bachelors in B. Com | Commerce -
Guwahati University
MBA - Management And Hospitality
University of Southern Australia
10.2020
Skills
- Effective Planning
- Complaint Resolution
- Account management
- Problem-solving skills
- Conflict resolution
- Excellent work ethic
- Multi-tasking
- Industry Awareness
- Hazard Awareness
- Attention to details
- Payment Oversight
- Daily Reporting
- Computer Reservations Systems
- Employee Training
Certification
- First aid
- RSA
- Chief Warden training
- Mental Health training
- Responsible Person badge
- White card for construction
- Australian full driver's license
Training
Pursuing- Certificate 3 in Disability and Support Training
References
Reference will be provided upon request
Timeline
FRONT DESK MANAGER (HOD)
Hilton Hotels and Resorts
01.2023 - Current
HOTEL DUTY MANAGER
Hilton Hotels and Resorts
11.2021 - 01.2023
FRONT OFFICE LINE-LEVEL (GSA)
Intercontinental Hotels Group
01.2021 - 11.2021
HOTEL AUDITOR NIGHT & DAY
Intercontinental Hotels Group
03.2020 - 11.2020
GUEST SERVICE AGENT
Intercontinental Hotels Group
10.2018 - 01.2019
Bachelors in B. Com | Commerce -
Guwahati University
MBA - Management And Hospitality
University of Southern Australia
- First aid
- RSA
- Chief Warden training
- Mental Health training
- Responsible Person badge
- White card for construction
- Australian full driver's license
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