Anu Kumari Khatri
Northwood Hills,London
Summary
Dedicated professional with strong expertise in customer service and guest relations, demonstrating exceptional communication and people management skills. Proficient in MS Windows and recognised for the ability to quickly adapt to new challenges while maintaining high standards of service. Committed to fostering positive interactions and delivering outstanding experiences, with a focus on continuous growth and excellence in the field.
Overview
9
9
years of professional experience
Work History
Income Auditor
Marsa Malaza Kempinski Pearl Doha Qatar
07.2021 - 06.2022
- Create, review and Circulate Daily Revenue Report to management by morning
- Review and investigate any discrepancies on Guest Ledger, City Ledger and Deposit Ledger
- Check Micros and Opera reports for accuracy and unusual transactions
- Verify and audit all adjustments and corrections
- Review “Rate Check Report” to ensure that all occupied rooms have genuine room rate as per Minimum Rate Agreement and that all special rates and complimentary rooms are authenticated and approved
- Work closely with Front Office and Food & Beverage to ensure postings are accurate and any discrepancies are resolved in a timely manner
- Audit all outlet reports and tally them with Opera for accuracy
- Check that genuine discounts are given
- Audit the banquet functions and ensure the charges are as per banquet event orders
- Control and reconcile the daily sales in the outlets
- Audit F&B and all other hotel revenue generated and ensure the accuracy
- Audit the credit card transactions for accuracy
- Ensure the POS details summary reports agree with Opera
- Check the authenticity of all FO paid outs/rebates and outlet rebates and verify for accuracy
- Control together with Accounts Receivable on daily basis PM and permanent folios
- Audit all administrative PM folios and lost interface posting charges
- Analyze and transfer them to respective accounts/folios
- Perform month end closing and ensure that the trial balance agree with general Ledger
- Prepares daily and monthly reports for the management
- Make spot check in the outlets and Front Office
- Responsible along with night auditor for daily, weekly, and monthly backups for Opera and Micros
- Submit daily rebates, paid outs and any other PM Master folios, reports to DOF for review and approval
- Maintain proper filing and record retention and is familiar with Income Audit policies and procedures
- Verify and audit daily General Cashier deposit and envelope
- Investigate and follow-up of any shortages/ overage from General Cashier’s envelope on daily basis
- Prepare over & short report on monthly basis and forward to Director of Finance for approval and for necessary action
Cluster Finance Executives
Zabeel House Mini by Jumeirah, Zabeel House by Jumeirah and Al Seef Hotel by Jumeirah
Dubai
11.2018 - 11.2019
- Prepare, Negotiate and finalize Revenue, Marketing, IT and hotel service contracts
- Safekeeping of Company original Licenses and contracts
- Assist PR team in renewal of Licenses
- Organize interdepartmental and HOD meetings
- Review and process reimbursements
- Maintain inventory of office supplies
- Review Rate Check report to ensure that all occupied rooms have genuine room rate as per Rate Agreement and all special rates and complimentary rooms are approved
- Assist Guests with any Disputes regarding transaction made on their Credit Card and respond to the bank for any disputes raised by the cardholder through the bank
- Audit room revenue, F&B revenue and all other hotel revenue generated and ensure the accuracy
- Verify Credit card refund and send it to bank for the refund with all approval
- Verify and audit all adjustment and correction entry
- Review all rebates and allowances and ensure authorization and report all deviations from prevailing policies and procedures
- Audit all outlets reports and tally them with POS report for accuracy
- Check if genuine discounts are applied for Rooms and outlets
- Reconcile the daily sales of outlets
Duty Manager
Radisson Blu Bengaluru Outer Ring Road
07.2016 - 09.2018
- Assign specific duties to Front Office staff to efficiently operate a 218-room hotel
- Assist in the daily maintenance of room inventory status to achieve maximum revenue
- Supervise the activities and the service levels of Guest Service Agents, and Concierge Attendants daily
- Coordinate activities with other hotel departments in order to increase levels of communication and guest satisfaction
- Act as liaison between sales and front desk in order to ensure that all group events were executed perfectly
- Qualified sales leads and lead sales tours whenever Sales Manager is not on property
- Lead the department with other managers in absence of Director of Rooms
- Meet and greet Guests and major corporate clients upon arrival
- Develop high quality relationships with guests from the moment they arrive and throughout their stay, in order to foster loyalty
- Listen and act on guest issues and concerns and ensure that all of their needs are met promptly and to their complete satisfaction
- Follow up with all guest complaints, comment cards via email or telephone and provide necessary service recovery
- Respond to guest satisfaction surveys (Medallia and Trip Advisor) and work on how to improve guest satisfaction & loyalty
- Handle overbooking/sold out position without effecting guest loyalty
- Participate in the training, hiring, and documenting of all departmental staff
- Coordinate with other departments such as Housekeeping, F&B to review daily events to offer the best support to employees and guests
- Responsible for monthly meetings, inventory, ordering supplies, training and discipline of all associates
- Developed Front Office room upsell incentive programs resulting in increased Associate Satisfaction
- Control front office budget including processing invoices, Profit and Loss reviews, and ensured productivity was inline
- Assisted in making At Your Service a more efficient team by developing and implementing new processes
- Assisted Director of Rooms in managing web based reservations system by working closely with the Director of Sales to ensure that all negotiated rates were published and available for use
- Perform associate reviews and enforce progressive discipline, including Coach and Counseling sessions
- Promote increasing the revenue stream by using programs such as room upsell and other methods
- Worked as a Night Auditor and checked all the working done by the Front office at the Day time and run the Night Audit
- Prepare report to the management about the anticipated rooms occupancy, total hotel revenue, reservation patterns, expected check-in and check-out
- Oversee and coordinate all arrivals and departures
Senior Front Office Executive/Acting Duty Manager
Crowne Plaza Chennai Adyar Park
Chennai
07.2015 - 01.2016
- Ensure guests have a smooth-running stay at the hotel
- Meet and greet Guests and major corporate clients upon arrival
- Manage record and resolve promptly all guest complaints
- Supervise the work of the Reception and Concierge team
- Perform Check-ins and Check outs of guests
- Handle group arrivals and departures
- Handle room reservations calls and emails
- Block rooms for arrivals
- Handle closure of High balance
- Ensure that the pricing policy and internal audit procedures are duly applied
- Keep track of the standard of services delivered, based on guest’s comments and quality audits
- Ensure that all team members have the training and the resources to carry out their responsibilities
- Responsible for training and skill development of Front Office team
- Responsible for planning and execution of the monthly training calendar/plan according to departmental requirements in order to increase staff productivity and improve standards
- Responsible for scheduling and handling inventory supplies
Guest Service Associate & Promoted to Front Office Executive
The Westin Chennai Velachery
Chennai
02.2013 - 07.2015
- Company Overview: Pre-Opening Team
- Process all guest check-ins by confirming reservations, assigning room and issuing and activating room key
- Process all payment types such as room charges, cash, check, debit or credit cards
- Process all check-outs including resolving any late and disputed charges
- Answer, record and process all guest calls, message, requests or concerns
- Coordinate with Housekeeping to track readiness of rooms for check-in
- Supply guests with directions and information regarding property and local area of interest
- Welcome and acknowledge all guests according to company standards
- Manage record and resolve promptly all guest complaints
- Handle group and airline crew arrivals and departures
- Handle closure of High balance
- Credited for gaining maximum Guest Expectation Met and Served (G.E.I.) points for Front Office
- Pre-Opening Team
Education
Diploma in Hospitality, Travel & Tourism -
Mehta Institute of Career Training
Bachelor Degree - Business Studies
Tribhuvan University
Intermediate - undefined
Nava Kshitiza Higher Secondary School
S.L.C - undefined
Shree Vinayak English Boarding School
Skills
- Customer Service
- Exceptional communicational skills
- MS windows Proficient
- Quick Learner
- Strong Guest relations
- People Management Skills
Timeline
Income Auditor
Marsa Malaza Kempinski Pearl Doha Qatar
07.2021 - 06.2022
Cluster Finance Executives
Zabeel House Mini by Jumeirah, Zabeel House by Jumeirah and Al Seef Hotel by Jumeirah
11.2018 - 11.2019
Duty Manager
Radisson Blu Bengaluru Outer Ring Road
07.2016 - 09.2018
Senior Front Office Executive/Acting Duty Manager
Crowne Plaza Chennai Adyar Park
07.2015 - 01.2016
Guest Service Associate & Promoted to Front Office Executive
The Westin Chennai Velachery
02.2013 - 07.2015
Bachelor Degree - Business Studies
Tribhuvan University
Intermediate - undefined
Nava Kshitiza Higher Secondary School
S.L.C - undefined
Shree Vinayak English Boarding School
Diploma in Hospitality, Travel & Tourism -
Mehta Institute of Career Training
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