Summary
Overview
Work History
Education
Skills
References
Affiliations
Languages
Certification
Timeline
Generic

Raghav Goyal

Perth,Australia

Summary

Experienced and dedicated Hotel Duty Manager with expertise in overseeing hotel operations, ensuring excellent guest service, and managing day-to-day activities across multiple departments. Strong leadership and problem-solving abilities, with a focus on improving operational efficiency and delivering an outstanding guest experience. Committed to creating a welcoming atmosphere and fostering a positive team environment.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Hotel Duty Manager

Four Points by Sheraton, Perth
Perth, WA
02.2025 - Current
  • LSOP: Introduced new SOPs to the existing operations for seamless guest experience and optimum efficiency of team.
  • Rostering: Making 4 weeks roster in advance in align to forecast and availability of the team with, and in-line with budget.
  • Recruiting: Interviewing candidates for the role of Guest Service Agent and helping with on-boarding process.
  • Debt Clearnce: Champion of the ZERO debt to the company from guests.

Assistant Front Office Manager / Duty Manager

The Langham Gold Coast
GOLD COAST, QLD
03.2024 - 12.2024
  • Role Play - Initiated to practise role plays for check-ins and check-outs to deliver exceptional and firm service all times.
  • Open Folios - Initiated to make Open Folio tracker and chased all bad debts from previous months, and delivered 67% positive outcome. Setup a target for ZERO open folios.
  • Standard Operating Procedure (SOP) - Observed the frequent feedbacks from guests, and made complaint handling procedures with accurate verbiage.
  • Room Check-in - Introduced and implemented room check-in process for incognito guests.

Assistant Front Office Manager / Duty Manager

The Crystalbrook Vincent
Brisbane, QLD
12.2023 - 03.2024
  • Brand Membership Enhancement - Built strategies and rewards for staff to motivate guests to enrol in brand membership. The Brisbane property positioned first in Queensland.
  • Reviews - Review response rate jumped to 100% without leaving any opportunity to improve.
  • Room Allocation Procedures - Streamlined the process of arrival check and room allocation.

Night Manager

The Calile Hotel
Brisbane, QLD
12.2022 - 12.2023
  • PMS Roll-out - Made all the SOPs for new PMS rolled out (Opera Cloud).
  • Streamlining Night Shift Operations - Introduced and implemented new procedures to make the night operations more efficient, such as better tracking of room availability or reducing time for nightly reports.
  • Training and Development: Offered guidance and training to night and day staff, ensuring they understand hotel policies and procedures and maintain high service standards.

Guest Service Agent

JW Marriott Resort and Spa
GOLD COAST, QLD
06.2021 - 07.2022
  • Multitasking and Time Management: Successfully managing multiple responsibilities during peak hours without compromising the quality of service (e.g., answering phones, assisting guests at the desk, handling billing inquiries).
  • Promoting Hotel Services and Amenities: Upselling hotel services such as spa appointments, room upgrades, restaurant reservations, and excursions, increasing revenue while enhancing the guest experience.
  • Guest Loyalty Programs: Promoting and explaining loyalty programs to guests, helping increase customer retention and return visits by informing guests about the benefits they can access.
  • Embracing New Technology: Introducing or assisting guests with self-check-in kiosks, digital concierge services, or room control technologies, enhancing both guest convenience and operational efficiency.
  • Trained new employees on front desk operations and procedures.

Hotel Manager

Oyo Hotels and Homes
Amritsar, Punjab
06.2019 - 11.2019
  • Improved Guest Feedback and Ratings: Implementing strategies to improve guest satisfaction, such as resolving complaints effectively, leading to higher ratings on review platforms.
  • Increasing Occupancy Rates: Introduced pricing strategies and special packages to increase occupancy rates, especially during off-peak seasons.
  • High Staff Retention Rates: Created a work culture that encouraged staff loyalty, reducing turnover and maintained a stable and experienced team.
  • Upgrading Facilities: Coordinating the upgrade of hotel facilities and rooms with hotel owner, ensured they met and exceed guest expectations and industry standards, improving the property's appeal and quality.

Education

Masters - International Tourism and Hospitality Management

Griffith University
Gold Coast, QLD
02.2022

Bachelors - Hotel and Hospitality Administration

Institute of Hotel Management (IHM)
Jaipur, Rajasthan
03.2019

Skills

  • Debt recovery strategies
  • Customer relationship management
  • Conflict resolution
  • Team leadership
  • Adaptability
  • Guest relations management
  • Staff scheduling

References

Available on Request

Affiliations

  • Badminton
  • Nature Lover
  • Long Drives for Sunrises

Languages

English
Professional
Hindi
Professional
Punjabi
Professional

Certification

  • Responsible Service of Alchohol

Timeline

Hotel Duty Manager

Four Points by Sheraton, Perth
02.2025 - Current

Assistant Front Office Manager / Duty Manager

The Langham Gold Coast
03.2024 - 12.2024

Assistant Front Office Manager / Duty Manager

The Crystalbrook Vincent
12.2023 - 03.2024

Night Manager

The Calile Hotel
12.2022 - 12.2023

Guest Service Agent

JW Marriott Resort and Spa
06.2021 - 07.2022

Hotel Manager

Oyo Hotels and Homes
06.2019 - 11.2019

Masters - International Tourism and Hospitality Management

Griffith University

Bachelors - Hotel and Hospitality Administration

Institute of Hotel Management (IHM)

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