Khushbu Jana

Directed and assisted front office operations across several prestigious five-star brands. Oversaw food and beverage initiatives, leveraging extensive industry knowledge. Led pre-opening efforts for a couple of fine dining establishments and worked within club lounge. Championed exceptional guest experiences and service excellence throughout tenure.

• ISO certification, Swissotel, 2012

• At Welcome Hotel RAMA INTERNATIONAL, Aurangabad, Maharashtra India
• Undergone training in 4 major departments.
• At ITC fortune HOTEL, Chennai, Tamilnadu India
• Specialised training in front office for 6 months.

• Oversee employee work in front and back of house to ensure compliance with company policies, regulations and cleaning standards
• Perform facility walk through to assess cleanliness and preparedness at beginning and end of shifts
• Providing regular on job trainings and periodical training to new starters of front desk team.
• Ensuring the front desk provides a professional and friendly service for customers.
• Handling guest complaints and dealing with guests and troubleshooting emergencies. Liaison with external booking resource company.
• Evaluating the job performance of each employee.
• Maximize room revenue and occupancy by reviewing various analytics. Analyse rate variance, monitor credit report and maintain close observation of daily house count also monitoring selling status of house daily.
• Ensuring that employees are, at all times attentive, friendly, helpful and courteous to all guest managers and other employees.
• Monitoring all special guests’ requests.
• Deriving regular profit & loss.
• Liaison with purchase, outsourcing accounts, admin, payroll etc. and assist at every stage of all administration / back office related work.

• Providing regular on job trainings and periodical classroom training.
• Manage the entire day to day operations with skilful Team co-ordination.
• Observe and monitors team member’s daily performance.
• Maintain Standard operation procedure across the department
• Team member’s regular evaluation, appraisal.
• Analysing online guest review( Market Matrix) and act accordingly
• Manage group movement hence confer and co-operate with internal department.
• Review daily front office work and activity report generated by night shift team.
• Review guest feedback forms and feedback provided on all social media and log books on daily basis.
• Maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, and reports and tracking logs.
• Preparing duty roster.
• Interview applicant.
• Handling guest complaints.

• Handling Check-in and Check-out of a guest.
• Interacting with guest.
• Dealing with Guest Issues.
• Giving training to STEP (Systematic Training and Education Programme-by Oberoi group) Trainees and IT.
• Handling a shift as shift incharge.

• Preparing guest Folios.
• Dealing with Float cash by closing cash shift wise.
• Working as a Night auditor.

• Completed the Train the Trainer programme with Swissotel, India (2012), The Park hotels (2015), IHG (2017)
• Participated in a six months “Lead others” programme to improve upon Leadership qualities with IHG (2018).

• Tools : MS-Office, Internet
• Tools : Proficiency in Opera