Saikat Mitra
England,UK
Summary
Accomplished front office professional with eight years of extensive experience in luxury and business segments of hotels and resorts, bringing a wealth of expertise to every role. Previously served as an Assistant Front Desk Manager with Marriott International and currently excelling as a Guest Service Manager at IHG Hotels & Resorts, adept at delivering exceptional guest experiences while ensuring operational efficiency. With a strong focus on enhancing guest satisfaction and driving revenue growth, seeking opportunities to leverage skills and leadership acumen in further elevating hospitality standards within esteemed establishments.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
8
8
Certification
Work History
Guest Service Manager
IHG Hotels & Resorts
York , UK
12.2022 - Current
- Managed Front Office Staff to Ensure Adherence to Brand Standards
- Monitored Daily Front Office Operations in Absence of Front Office Manager
- Supervised Hotel Experience Champions Program
- Ensured Health & Safety Compliance for Guest and Staff Safety
- Optimized Revenue and Expenses
- Built Positive Relationships and Promoted Services
- Monitored Guest Reviews, Medalia Ratings, and OTA Scores, resulting in improvement of OSAT scores by 8.5%.
- Redesigned loyalty enrollment process to drive higher sign-up rates, surpassing target by 14% in last quarter.
- Led Team Meetings and Provided Staff Training to Improve Skills and Performance.
Complex Asst Front Desk Manager
Marriott International
Hyderabad , IN
10.2021 - 11.2022
- Front Desk Operations Oversight
- Leadership and Team Management
- Guest Experience Enhancement
- Utilization of Marriott's Systems
- Collaborative Work Environment
- Increased Guest Satisfaction Score by 12%.
- Contributions to Marriott's Exceptional Hospitality.
Front Office Executive
The Leela Palaces, Hotels and Resorts
Bengaluru , IN
04.2018 - 04.2021
- Executed Duties and Responsibilities of Hotel Duty Manager.
- Maintaining Luxury Standards and Guest Satisfaction
- Achieved Hotel Audit Score of 95.6%
- Overseeing Daily Hotel Operations
- Leading by Example
- Seamless Check-in/Check-out Processes
- Enhancing Guest Experiences
- Effective Communication and Leadership.
Front Office Assistant
The Oberoi Hotels & Resorts
Shimla , IN
03.2017 - 03.2018
- Excellence in Guest Service
- Front Desk Night Operations Management
- Maintained Night Audit and Financial Accuracy of 95%
- Utilization of Property Management Systems
- Seamless and Memorable Guest Experience
- Contribution to The Oberoi's Tradition of Luxury.
Front Desk Associate
Marriott International
Bengaluru , IN
06.2016 - 02.2017
- Exceptional Guest Experiences
- Efficient Check-ins and Check-outs
- Proficiency in Marriott's Systems
- Attention to Detail
- Received Training at AYS and Contributed to 14% Growth in AYS experience score.
- Commitment to Marriott's Hospitality Standards.
Hospitality Intern
Vail Resorts
Breckenridge , US
11.2014 - 04.2015
- Dynamic Learning Experience
- Exceptional Guest Service and Adaptability.
- Successfully Completed Internship Program With 100% Satisfaction Rate After Training in Various Hotel Divisions.
Education
Bachelor of Arts - Hospitality Management
03.2013 - 03.2016
Bachelor of Science - Catering Science & Hotel Management
03.2014 - 03.2017
Advance Diploma - International Hospitality Administration
03.2013 - 03.2016
Skills
- Hospitality Management
- Customer Service
- Leadership
- Communication
- Problem Solving
- Networking
- Organizational Skills
- Technology Proficiency
- Adaptability
- Team Collaboration
- Hospitality Trend Analysis
- People management
- Hotel sales
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Certification
- Fire Marshal Course
- First Aid Awareness
- Data Privacy Foundations
- COSHH
- Health and Safety Level 2
- Licensing England & Wales
- Food Allergens
- Food Safety Level 2
Accomplishments
- Leading Quality Assurance (LQA), 96%
- Brand Standard Audit (BSA), 94%
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Odia
Intermediate (B1)
Bengali
Native
RIGHT TO WORK
Skilled Worker Visa
References
References available upon request.
Timeline
Guest Service Manager - IHG Hotels & Resorts
12.2022 - Current
Complex Asst Front Desk Manager - Marriott International
10.2021 - 11.2022
Front Office Executive - The Leela Palaces, Hotels and Resorts
04.2018 - 04.2021
Front Office Assistant - The Oberoi Hotels & Resorts
03.2017 - 03.2018
Front Desk Associate - Marriott International
06.2016 - 02.2017
Hospitality Intern - Vail Resorts
11.2014 - 04.2015
Bharathiar University - Bachelor of Science, Catering Science & Hotel Management
03.2014 - 03.2017
Edinburgh Napier University - Bachelor of Arts, Hospitality Management
03.2013 - 03.2016
International Institute of Hotel Management - Advance Diploma, International Hospitality Administration
03.2013 - 03.2016
- Fire Marshal Course
- First Aid Awareness
- Data Privacy Foundations
- COSHH
- Health and Safety Level 2
- Licensing England & Wales
- Food Allergens
- Food Safety Level 2
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