MANSI TIWARI
Mount Isa City
Summary
Results-driven Front Office Manager with strong experience leading front office operations in branded hotel environments. Proven ability to manage reception, reservations, guest services, rostering, and team performance while consistently delivering high guest satisfaction scores. Known for calm leadership, strong complaint resolution skills, and seamless coordination with Housekeeping, Revenue, and Sales teams. Highly proficient in Opera Cloud and front office systems, with a hands-on, guest-first leadership style.
Overview
5
5
years of professional experience
Work History
Front Office Manager
Accor
Mount Isa City
10.2024 - Current
- Lead daily front office operations including reception, reservations, concierge, and guest services
- Supervise, train, and motivate front office team to meet brand standards and service KPIs
- Manage staff rostering, shift coverage, and performance feedback
- Ensure smooth check-in/check-out processes, VIP arrivals, and group movements
- Handle guest complaints professionally, ensuring timely resolution and service recovery
- Collaborate closely with Housekeeping, Revenue, and Sales teams to optimise room availability and guest satisfaction
- Prepare daily reports using Opera Cloud and Excel
- Monitor service standards and ensure compliance with Accor brand policies
Multi Hotel Accommodation Manager
Waymark Group
Mount Isa City
01.2024 - 10.2024
- Worked closely with Front Office teams across multiple properties to support pricing, inventory, and availability decisions
- Supported front office upselling strategies and rate integrity at reception level
- Oversaw staff training programs to enhance customer service skills.
- Resolved guest complaints promptly to maintain high satisfaction levels.
- Partnered with operational teams to improve booking flow, arrival planning, and occupancy management
- Assisted in training front office staff on rate structures, room types, and guest communication
- Improved coordination between front office and commercial teams, resulting in stronger guest conversion and repeat business
Assistant Front Office Manager
Novotel on Collins
Melbourne
12.2022 - 01.2024
- Supported Front Office Manager in overseeing daily operations of a high-volume city hotel
- Supervised front desk agents, concierge, and night audit teams
- Acted as Manager on Duty, ensuring smooth hotel operations and guest satisfaction
- Resolved complex guest complaints in line with brand service recovery standards
- Trained new team members and supported ongoing performance development
- Worked cross-functionally with Housekeeping and Engineering to manage room readiness
- Served as ALL – Accor Live Limitless & ALLSafe Ambassador
Assistant Manager/Night Audit Manager
Hotel Lindrum
Melbourne
05.2022 - 11.2022
- Managed and assisted in the running of the entire Hotel Rooms Division operation during shift, covering all departments.
- Ensured appropriate follow-up with respect to hotel issues and necessary action.
- Developed remedial action plans when audit findings called for action.
- Reconciled credit cards to track day-to-day transactions.
- Reviewed daily financial statements and completed end-of-day reports, daily management reports.
Food and Beverage Supervisor
Novotel Glen Waverley
Melbourne
01.2022 - 05.2022
- Fostered a strong team-oriented environment.
- Effectively coached and counseled staff as needed.
- Ordered diverse inventory and customer-pleasing beverage items.
- Created unique and creative menu pairings.
- Oversaw daily administrative and operational tasks.
Food & Beverage Supervisor
Novotel Geelong
Geelong
12.2020 - 01.2022
- Documented all concerns and incidents and reported them to a senior supervisor.
- Aimed to keep food waste to a minimum by using proper food storage and recycling techniques.
- Maintained an up-to-date knowledge of market trends.
- Coordinated and implemented marketing efforts.
Education
Revenue and Yield Management -
Australian Revenue Management Association
Bachelor in Hospitality Management -
Holmesglen Institute of TAFE
MelbourneYEAR 12 -
Small wonders
JabalpurSkills
- Front Office Operations
- Customer service
- Guest Experience & Service Recovery
- Team Leadership & Staff Development
- Rostering & Payroll Coordination
- Opera Cloud & PMS Systems
- Reservations & Distribution
- Complaint Handling & Escalation
- Rooms Division Coordination
- Training & Onboarding
- Night Audit & Reporting
- Upselling & Revenue Awareness
- WHS, Brand & SOP Compliance
Languages
- Hindi
- Punjabi
- English
Timeline
Front Office Manager
Accor
10.2024 - Current
Multi Hotel Accommodation Manager
Waymark Group
01.2024 - 10.2024
Assistant Front Office Manager
Novotel on Collins
12.2022 - 01.2024
Assistant Manager/Night Audit Manager
Hotel Lindrum
05.2022 - 11.2022
Food and Beverage Supervisor
Novotel Glen Waverley
01.2022 - 05.2022
Food & Beverage Supervisor
Novotel Geelong
12.2020 - 01.2022
Revenue and Yield Management -
Australian Revenue Management Association
Bachelor in Hospitality Management -
Holmesglen Institute of TAFE
YEAR 12 -
Small wonders