Raghav Goyal
Gold Coast,QLD
Summary
Professional with keen focus on team collaboration and achieving results. Skilled in managing front office operations, enhancing guest satisfaction, and optimizing administrative processes. Strong communication and problem-solving abilities, adaptable to changing needs and reliable in all situations. Prepared to make significant impact by leveraging organizational skills and customer-centric approach.
Overview
5
5
years of professional experience
Work History
Assistant Front Office Manager
The Langham Gold Coast
03.2024 - Current
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
Assistant Front Office Manager
Crystalbrook Vincent
12.2023 - 03.2024
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
Night Manager
The Calile Hotel
12.2022 - 11.2023
- Trained new employees on front desk protocols and procedures
- Provided assistance during peak hours by managing multiple tasks simultaneously
- Performed regular audits on room availability status, rate changes, discounts offered
- Trained new hires on operational procedures, policies and best practices for working the night shift
- Delegated tasks to team members to optimize productivity
- Communicated with managers regarding staffing levels and team member performance
Night Auditor
The Dorsett
07.2022 - 12.2022
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
Guest Service Agent
JW Marriott Gold Coast Resort and Spa
06.2021 - 07.2022
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Greeted guests upon arrival and offered assistance.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
Hotel Manager
OYO Hotels and Homes
06.2019 - 11.2019
- Ensured all paperwork was completed correctly before closing out shift
- Excellent customer service orientation with the ability to handle guest inquiries and complaints tactfully
- Performed daily audits of hotel activities such as room occupancy, revenue postings, and housekeeping status reports
- Performed check-in and check-out duties for arriving and departing guests in accordance with established procedures
- Handled cash register operations during peak business hours
- Processed credit card payments accurately according to company policy
- Answered phone calls promptly and professionally, directing inquiries appropriately
- Provided excellent customer service to guests by addressing inquiries and resolving complaints in a timely manner
- Successfully managed daily operations of a busy hotel, including supervising staff and resolving customer complaints
- Reviewed guest feedback surveys on a regular basis and took corrective actions as needed
- Established policies and procedures to ensure efficient operations of the hotel
- Recruited, trained, motivated, evaluated, and supervised staff members
- Coordinated with vendors for purchasing supplies, equipment, and services
- Oversaw housekeeping duties by cleaning rooms, completing laundry services and supplying linen
- Guided and supported team members to improve overall efficiency
Education
Master's in Tourism and Hospitality Management - Hospitality Management
Griffith University
02.2022
Bachelors in hotel and hospitality administration - Hospitality Management
Institute of Hotel Management
04.2019
Skills
- Conflict resolution
- Guest check-in and out procedures
- Reservation handling
- Multitasking capabilities
- Customer service excellence
- Complaint handling
- Room assignment coordination
- Telephone etiquette
- Team leadership
- Interpersonal skills
References
References available upon request
Timeline
Assistant Front Office Manager
The Langham Gold Coast
03.2024 - Current
Assistant Front Office Manager
Crystalbrook Vincent
12.2023 - 03.2024
Night Manager
The Calile Hotel
12.2022 - 11.2023
Night Auditor
The Dorsett
07.2022 - 12.2022
Guest Service Agent
JW Marriott Gold Coast Resort and Spa
06.2021 - 07.2022
Hotel Manager
OYO Hotels and Homes
06.2019 - 11.2019
Bachelors in hotel and hospitality administration - Hospitality Management
Institute of Hotel Management
Master's in Tourism and Hospitality Management - Hospitality Management
Griffith University
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