Madhu Choubey
Perth
Summary
Dedicated management professional with experience leading high-performing teams in a diverse and dynamic environment. Adept in developing and implementing service strategies tailored to customer needs, managing customer complaints, and driving customer satisfaction. Proven ability to identify and resolve service issues, streamline processes, and exceed organizational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Front Office Manager
Pan Pacific Perth
09.2025 - Current
- Oversee all Front Office operations, ensuring seamless service delivery across Reception, Concierge, Porter/Valet, and Service One departments.
- Lead, coach, and mentor a diverse team of 40 colleagues, fostering a strong service culture and driving performance excellence.
- Strategically manage room inventory, forecasting, and rate optimization in collaboration with Revenue Management.
- Enhance guest satisfaction and loyalty through service recovery, operational improvements, and consistent delivery of brand standards.
- Develop and implement departmental SOPs, training programs, and quality controls to elevate operational efficiency.
- Collaborate closely with Housekeeping, Engineering, F&B, and Security to ensure a cohesive and exceptional guest journey.
- Oversee budgeting, payroll, cost control, and labour planning to support financial and operational targets.
- Drive LQA, TrustYou, and GHA Discovery performance, implementing initiatives to achieve key property benchmarks.
- Champion staff engagement, performance reviews, and succession planning to support long-term talent development.
- 488-room luxury hotel | Leading a team of 40 across Front Office, Concierge, Porter/Valet & Service One
Assistant Front of House Manager
The Ritz-Carlton
09.2024 - 09.2025
- Supervise and lead the Front of House team, including Reception, Concierge, Bell Services, and Valet, to ensure exceptional guest service at every touchpoint.
- Assist in managing departmental budgets, forecasting, and financial performance to meet revenue and cost targets.
- Monitor and enhance operational standards, ensuring alignment with The Ritz-Carlton's Gold Standards and brand guidelines.
- Handle guest feedback, complaints, and special requests with professionalism and empathy, ensuring guest satisfaction and loyalty.
- Conduct daily briefings, ensure effective communication within the team, and provide ongoing coaching to enhance performance.
- Collaborate with other departments, including Housekeeping, Food & Beverage, and Engineering, to deliver a cohesive and memorable guest experience.
- Assist in recruitment, onboarding, and training of new team members, fostering a culture of excellence and growth.
- Ensure compliance with all safety, security, and health protocols, maintaining a safe and welcoming environment for guests and employees.
- Utilize property management systems (e.g., OPERA) to manage room allocations, VIP requests, and guest preferences effectively.
Manager on Duty/Service Experience Manager/Loyalty Manager/Club Lounge Manager
The Ritz-Carlton
11.2023 - 09.2024
- Overseeing and ensuring the highest level of service for guests during their stay.
- Addressing and resolving guest concerns, inquiries, and requests promptly and efficiently.
- Maintaining a proactive approach to anticipate and exceed guest expectations.
- Managing day-to-day hotel operations and coordinating activities across departments.
- Collaborating with various departments to ensure seamless and efficient workflow.
- Implementing and enforcing hotel policies and procedures to maintain high standards.
- Leading, training, and supervising a team of 30 staff to deliver exceptional service.
- Conducting regular staff meetings to communicate expectations and disseminate relevant information.
- Motivating and inspiring team members to achieve excellence in customer service.
- Serving as the point of contact during emergencies, ensuring the safety and well-being of guests and staff.
- Conducting regular inspections to ensure that facilities and guest rooms meet The Ritz-Carlton's high-quality standards.
Guest Service Manager
Sheraton Melbourne Hotel
07.2022 - 10.2023
- To supervise and manage employees.
- To manage all day-to-day operations.
- To maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- To intervene in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
- To ensure that regular on objectives and communicate expectations, recognizes performance, and to achieve desired results.
- To comprehend budget, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
- To respond to and handles guest problems and complaints.
- To ensure employees understand customer service expectations and parameters.
- To participate in the development and implementation of corrective action plans to improve guest satisfaction.
- To ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review process.
- To manage the payroll administration.
- To supervise on-going training initiatives and conducts training when appropriate.
- To participate in the employee performance appraisal process, providing feedback as needed.
- To maintain high visibility in public areas during peak times.
- To implement all emergency plans including accident, death, elevator, thefts, vicious crimes.
Night Manager
Novotel Melbourne on Collins
04.2021 - 07.2022
- Manage Front Office staff activities, ensuring efficiency and guest satisfaction.
- Oversee daily hotel trading reconciliation.
- Act as General Manager's representative, ensuring smooth overnight hotel operations.
- Lead and develop a high-performing team, providing coaching and motivation.
- Handle reservations and reception duties during night shifts.
- Ensure VIP guest satisfaction, room inspections, and housekeeping standards.
- Coordinate with Sales and Housekeeping for guest requests and room management.
- Maintain event knowledge and oversee conference area setup.
- Manage front office staffing levels and enforce departmental policies.
- Control Front Office stock inventory and ordering within budget.
- Monitor hotel inventory and room availability.
- Handle complaints and feedback diplomatically, updating logs and systems.
- Implement employee training, including induction and skills development.
- Conduct regular inspections for emergency procedures.
- Participate in Workplace Health and Safety consultations and follow safety protocols.
- Maintain equipment, hygiene standards, and fire evacuation procedures.
- Ensure safe cash handling, accurate billing, and timely commission settlements.
- Review guest files for exceeded limits and banking procedures.
- Secure monetary floats and uphold cash handling protocols.
- Manage department supplies and equipment for smooth operations.
- Adhere to the department budget through the Purchase Order System and inventory controls.
- Be pro in maintaining -active in controlling costs being fully aware of forecasted business and targeted profitability whilst standards.
Supervisor
View Hotels
10.2019 - 03.2021
- Handled special situations during quarantine period and maintained utmost safety and hygiene standards to protect the hotel and the guests.
- Meet and greet clients.
- Oversee catered functions, in house and off site.
- Responsible for making the function space visually appealing and presenting the menu offering for the event.
- Responsible for consistently implementing the service standards and operating procedures in the banquet and catering service.
- Provide excellent customer service and ensure customer needs are met.
- Supervise events and team members throughout service.
- Guide the Banquet servers in set up of tables and place settings.
- Resolve staff and customer concerns quickly and efficiently.
- Set and enforced performance and service standards to maintain consistency, high quality environment devoted to customer satisfaction.
- Creating wow moments and unforgettable experiences.
- Overseeing food preparation and food safety.
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
- Managing food and beverage inventory.
- Organizing workflow and ensuring that employees understand their duties and delegated tasks.
- Monitoring employee productivity and providing constructive feedback.
Butlers, Club Lounge and The Chambers Manager
Taj Tower Dubai
09.2016 - 09.2019
- Created innovative strategies for increasing customer satisfaction and loyalty, highlighting an ability to think outside the box.
- Formulated strategic plans that aligned with long consideration -term business objectives while taking budgetary constraints into mind.
- Conducted research into new products or services that could benefit the organization's bottom line.
- Enforced work practices and procedures to reduce workplace safety and health hazards.
- Collaborated with senior management on special projects involving cross-functional teams.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
- Counseled and disciplined employees, driving performance improvement.
- Coached and motivated team, driving sales and delivering exceptional customer service.
- Mentored and trained new employees on company policies and procedures.
- Directed staff development initiatives to enhance employee performance, emphasizing a commitment to professional growth.
- Addressed and resolved client or customer inquiries to foster superior standards of service.
Butlers, Club Lounge Assistant Manager
Taj Tower Dubai
02.2015 - 08.2016
- Conducted regular performance evaluations with staff members to ensure goals were being met efficiently.
- Helped oversee the daily operations of the store, managing staff and inventory.
- Prepared monthly budget forecasts based on projected sales volumes.
- Resolved customer complaints and handled refunds and returns to promote satisfaction.
- Developed existing team into high productivity, results-oriented unit through creative initiatives.
- Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties.
- Liaised between managers and employees, communicating concerns and expectations to appropriate parties.
- Led and directed team members on effective methods, operations and procedures
- Developed training modules and documentation to train staff.
Butlers, Club Lounge Assistant Manager
Taj
08.2013 - 02.2015
- Liaised between managers and employees, communicating concerns and expectations to appropriate parties.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Developed training modules and documentation to train staff.
- Planned special events such as holiday promotions or seasonal discounts in order to attract more customers.
- Utilized knowledge of company products and services to make recommendations and exceeds customer needs.
- Monitored sales performance to identify potential areas for improvement.
- Implemented innovative strategies for increasing efficiency in daily operations.
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations.
- Resolved customer complaints and handled refunds and returns to promote satisfaction.
- Prepared reports to summarize operational results and financial performance.
Butlers Team Leader, Guest Service Attendant
Taj
04.2011 - 07.2013
- Notified supervisors of overarching customer and team member concerns.
- Developed training programs tailored to individual needs that improved overall job performance.
- Delegated tasks to team members according to project requirements and employee strengths.
- Conducted performance reviews to measure employee growth and skills.
- Collaborated with other departments to ensure successful completion of projects.
- Encouraged open dialogue among all employees by creating a safe space for ideas exchange.
- Addressed customer questions and recommended appropriate products and services to increase satisfaction.
- Motivated team to achieve optimal results through effective communication and interpersonal skills.
- Prepared reports to summarize operational results and financial performance.
Education
Master of International Hospitality Management -
Blue Mountains Torrens University
Melbourne09.2021
Bachelor of Arts (B.A.) - English
Meghalaya University
01.2012
Diploma in Aviation and Hospitality Management - English
Kolkata Institute
Bengal, West01.2008
High School WBSE - undefined
National High School for Girls
01.2007
Skills
- GXP champion
- Excellent presentation skills
- Ability to identify, understand and give priority to urgent issues
- Having an excellent knowledge in Rooms division
- 10 years of hospitality experience
- Having a tenacious and ‘can do’ attitude
- Self-motivated and having a pro-active mindset
- Loyalty Champion
- Having a solid understanding of all hotel functions
- Having an excellent knowledge with Opera, Micros, InfoGenesis and Microsoft office
- Possessing a friendly personality and charisma to connect with a diverse clientele
- Adaptable and having a hands-on approach to running the hotel
- Able to deal calmly with challenging situations
Certification
- Associate of the Year at Sheraton Melbourne
- RSA
- Approved Manager License
- Food Safety
- First aid
Timeline
Front Office Manager
Pan Pacific Perth
09.2025 - Current
Assistant Front of House Manager
The Ritz-Carlton
09.2024 - 09.2025
Manager on Duty/Service Experience Manager/Loyalty Manager/Club Lounge Manager
The Ritz-Carlton
11.2023 - 09.2024
Guest Service Manager
Sheraton Melbourne Hotel
07.2022 - 10.2023
Night Manager
Novotel Melbourne on Collins
04.2021 - 07.2022
Supervisor
View Hotels
10.2019 - 03.2021
Butlers, Club Lounge and The Chambers Manager
Taj Tower Dubai
09.2016 - 09.2019
Butlers, Club Lounge Assistant Manager
Taj Tower Dubai
02.2015 - 08.2016
Butlers, Club Lounge Assistant Manager
Taj
08.2013 - 02.2015
Butlers Team Leader, Guest Service Attendant
Taj
04.2011 - 07.2013
Bachelor of Arts (B.A.) - English
Meghalaya University
Diploma in Aviation and Hospitality Management - English
Kolkata Institute
High School WBSE - undefined
National High School for Girls
Master of International Hospitality Management -
Blue Mountains Torrens University
ADDITIONAL INFORMATION
- Acknowledgement of Liability By means of the resume here, I hereby confirm that the information provided above is true to the best of my knowledge and I assume the responsibility for the accuracy of the above-mentioned particulars.
- Madhumala Choubey