Yugansh Goyal
Perth
Summary
Dynamic, customer-focused Front Office Duty Manager with extensive expertise in luxury hospitality operations. Proven leader of high-performing teams, enhancing guest experiences and ensuring seamless daily hotel functions. Recognized for exceptional problem-solving skills, meticulous attention to detail, and the ability to thrive in high-pressure environments. Committed to driving service excellence, fostering team development, and optimizing operational efficiency while consistently upholding brand standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Duty Manager
The Ritz-Carlton Hotel Company
01.2024 - Current
- 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.
- Collaborating with other managers to continuously improve service quality.
- Generating and analyzing reports related to guest satisfaction, operational efficiency, and employee performance.
- Communicating with upper management to report on the overall performance and address any challenges.
- Monitoring and controlling expenses within the designated budget.
- Collaborating with the finance department to ensure accurate financial reporting.
- Developing and implementing training programs for staff to enhance their skills and knowledge.
Overnight Duty Manager & Front Office Supervisor
The Ritz-Carlton Hotel Company
01.2023 - 01.2024
- Delivered exceptional guest experiences by proactively addressing feedback and resolving concerns to ensure high satisfaction levels.
- Supervised and managed overnight operations, coordinating tasks and ensuring seamless collaboration between the Front Office and other departments.
- Provided leadership and guidance to overnight staff, briefing the team on nightly activities, VIP and group arrivals, special requests, and repeat guest preferences.
- Maintained operational excellence by monitoring performance, implementing process improvements, and ensuring adherence to brand standards.
Guest Service Team Leader
The Ritz-Carlton Hotel Company
06.2022 - 01.2023
- Mentored and trained new staff to build a highly-productive group of Guest services.
- Provided guest assistance and recommendations for tourist attractions.
- Evaluated team by reviewing customer feedback and key performance indicators.
- Strategically scheduled staff for peak business hours for adequate coverage.
- Improved customer service ratings and accurately solved problems using active listening and customer service skills.
Guest Service Agent (Internship)
Crown Plaza Hotel
07.2022 - 10.2022
- To greet and welcome the guests who are checking in, arrange for the collection and storage of their luggage.
- To pay close attention and carefully listen to the needs of the guests and to attend to their special needs.
- If there are any issues, he/she is responsible for apologizing in an empathetic manner and then sorting out the problems in a calm and quiet manner.
- To keep a track of the current hotel accommodations and ensure that the hotel registration procedures are carried out appropriately.
- To promptly respond to the customer's inquiries and demands, and make arrangements for the subsequent services by coordinating with the other department.
Concierge and Porter/valet
The Ritz-Carlton Hotel Company
11.2021 - 06.2022
- Greet and welcome the guests who are checking in, and arrange for the collection and storage of their luggage.
- Provided each guest with a list of the Hotel’s upcoming activities and events upon check-in to enhance stays.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Carried out day-to-day duties accurately and efficiently.
- Resolved problems, improved operations, and provided exceptional service.
- Delivered guest vehicles smoothly and met the diverse needs of valet customers.
- Helped guests unload and load luggage.
- Answered guests' questions about property amenities and services.
Store Manager
United Petroleum
08.2019 - 11.2021
- Greeted customers and responded to informational requests.
- Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.
- Assessed customer needs and upsold products and services to maximize sales.
- Processed credit card, EBT, and gift certificate payments in electronic computer systems.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
- Maintained clean and well-organized Store areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Helped store management meet standards of service and quality in daily operations.
- Trained new employees and delegated daily tasks and responsibilities.
Casual Truck Helper
Unitrans
05.2019 - 04.2020
- Adhered to company safety protocols and complied with OSHA standards.
- Monitored weights and dimensions of boxes and pallets for compliance with standards.
- Loaded packages onto pallets and into staging areas as directed.
- Assisted other team members in navigating large loads.
- Stacked or assembled materials into bundles and banded bundles together, using a banding machine clincher.
Console Operator
United Petroleum
04.2019 - 12.2019
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction, and sales numbers.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Applied customer feedback to develop process improvements and support long-term business needs.
Console Operator
United Petroleum
03.2019 - 10.2019
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction, and sales numbers.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Recorded inventory sales into the organization's weekly income report.
Education
Diploma - Hospitality and Tourism Management
Edith Cowan College
10.2020
Bachelor - Hospitality and Tourism Management
Edith Cowan University
11.2022
Skills
- Customer Service
- Teamwork
- Time Management
- Ability to Work Under Pressure
- Ability to Multitask
- Leadership
- Fast Learner
- Attention to detail
- Staff training and development
- Guest relations management
AHA WA Awards for Excellence 2025
Finalist for the AHA WA Awards for Excellence 2025 in the *Rising Star* category, recognizing, emerging leaders in hospitality.
Certification
- Approved Manager License
- Barista (Coffee Making)
- Responsible Service of Alcohol
- Covid-19 Hygiene by AHA
- First Aid Certificate
Languages
English
Panjabi, Punjabi
Hindi
Hobbies and Interests
Gym, Cricket, Swimming
Training
Applied Learning Training, Accor Hotels
October 2021 — December 2021
- Completed Heartist Orientation focused on delivering personalized guest experiences.
- Gained hands-on exposure to Front Office Operations, ensuring smooth guest check-ins and service delivery.
- Trained in Housekeeping Operations with attention to detail and service standards.
- Experienced in Food & Beverage Operations, supporting high-quality dining experiences.
Timeline
Duty Manager
The Ritz-Carlton Hotel Company
01.2024 - Current
Overnight Duty Manager & Front Office Supervisor
The Ritz-Carlton Hotel Company
01.2023 - 01.2024
Guest Service Agent (Internship)
Crown Plaza Hotel
07.2022 - 10.2022
Guest Service Team Leader
The Ritz-Carlton Hotel Company
06.2022 - 01.2023
Concierge and Porter/valet
The Ritz-Carlton Hotel Company
11.2021 - 06.2022
Store Manager
United Petroleum
08.2019 - 11.2021
Casual Truck Helper
Unitrans
05.2019 - 04.2020
Console Operator
United Petroleum
04.2019 - 12.2019
Console Operator
United Petroleum
03.2019 - 10.2019
Bachelor - Hospitality and Tourism Management
Edith Cowan University
Diploma - Hospitality and Tourism Management
Edith Cowan College
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