Deepak Jokhoo
Thornton Heath
Summary
Skilled professional in booking software and hotel management, with a solid grasp of hospitality regulations and customer service. Engages stakeholders and manages teams effectively, leveraging IT systems like Opera for booking coordination and operational efficiency. Multitasks under pressure while maintaining strong communication and problem-solving skills, focused on delivering quality service and promoting collaboration to meet organisational objectives.
Attentive individual working proactively and responsively to meet customer needs. Retains knowledge for helpful, informative service advice. Meticulous and methodical to achieve tasks to instruction.
Overview
7
7
years of post-secondary education
28
28
years of professional experience
Work history
Finance and Reservation Manager
Adagio and Ibis Hotel (Accor & RBH group)
Sutton, City of London
2025.05 - Current
- Negotiated rates with travel agencies to maximise profit margins.
- Negotiated corporate reservation rates to meet client budget requirements.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Developed and implemented hotel-wide policies and procedures to increase revenue.
- Identified and engaged prospective business clients to increase corporate bookings.
- Collaborated closely with sales team on corporate bookings, enhancing business relationships.
- Managed large groups and events bookings with ease and efficiency.
- Updated reservation policies, leading to fewer cancellations and no-shows.
- Kept up-to-date inventory records to avoid overbooking or under booking issues.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Trained team members to improve performance and productivity.
- Implemented cross-training among staff, creating multi-skilled workforce.
- Evaluated performance of reservation staff regularly, identifying areas of improvement.
- Improved customer satisfaction with quick and accurate reservations.
- Addressed customer complaints, resulting in increased loyalty and repeat bookings.
- Anticipated and promptly responded to guests' requests for upgrades and restaurant bookings.
- Recommended hotel packages and initiatives to customers for increased business profits.
- Conducted calls professionally and politely to maintain excellent service standards.
- Dealt with high-volume calls and emails competently to meet service targets.
- Maintained excellent communication with guests prior to arrival for smooth check-in process.
- Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
- Completed bookings and reservation amendments using hospitality property management software.
- Communicated reservation confirmations to guests via post and email.
- Acted as first point of contact for customers to resolve potential issues with reservations.
- Dealt with high-volume calls and emails competently to meet service targets.
- Communicated reservation confirmations to guests via post and email.
- Streamlined financial procedures to improve efficiency and accuracy.
- Streamlined invoice processing reducing errors and delays.
- Reviewed and updated internal financial policies, ensuring compliance with regulations.
- Collaborated closely with auditors to ensure smooth audit processes.
- Trained staff on finance-related matters improving overall understanding and performance.
- Oversaw financial reporting processes, maintaining accuracy and compliance with regulatory standards.
- Monitored and reviewed financial controls, processes and procedures to enable best practice development.
- Managed daily finance services for smooth business operations.
Front Office Manager
Adagio and Ibis Hotel (Accor group)
London
2022.01 - 2025.04
- Lead entire front office daily, setting clear standards for every shift.
- Monitor guest satisfaction levels, delivering each part of journey consistently.
- Respond to reviews quickly, resolving complaints promptly through continuous service improvements.
- Coordinated with housekeeping to ensure rooms were ready for new arrivals.
- Handled reservation enquiries effectively, providing accurate information to potential guests.
- Assisted guests during their stay, creating positive experience.
- Boosted guest loyalty with excellent service delivery.
- Handled administrative tasks like filing reports and managing mail; ensured smooth running of front office operations.
- Conducted regular performance reviews, promoting continuous improvement amongst staff members.
- Maintained reception area to provide welcoming atmosphere.
- Upheld high levels of cleanliness and organisation in front office area.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Liaised with different departments, ensuring seamless communication.
- Managed room bookings, resulting in smooth check-in and check-out processes.
- Trained new staff members to uphold service standards.
- Oversaw financial transactions at front desk, maintaining accuracy and integrity at all times.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Instructed employees in company policies and procedures, maximising compliance and consistency.
- Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
Customer Service Representative
Metro Bank
London
2020.07 - 2022.01
- Onboard new clients and guide progress through account setup.
- Build local network of business contacts for referrals.
- Manage client bank accounts by opening, closing, and monitoring transactions.
- Process deposits, payments, and withdrawals accurately.
- Authorise and assess overdrafts and loan requests in line with policy.
- Handle transactions like cashier checks and money orders when required.
- Recommend banking products and services based on client needs.
- Present and cross-sell banking services to existing and prospective clients.
- Collaborate with banking professionals to deliver high-quality client service.
- Resolve client queries and complaints promptly and professionally.
- Complete administrative tasks including data entry and filing daily.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Entered, updated and removed customer information to keep accounts current.
Customer Service Colleague
JBS Recruitment on behalf of DHL-EasyJet
London Gatwick Airport
2020.02 - 2020.03
- Meet and greet customers and support self-service check-in at arrivals desk.
- Verify travel documents and process boarding paperwork for passengers at check-in.
- Issue boarding passes and reschedule passengers after flight disruptions or cancellations.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Sortation Associate
PMP Recruitment
Weybridge
2019.12 - 2020.01
- Receive and sort parcels to correct postcodes with consistent accuracy checks.
- Loaded and unloaded goods from vehicles safely, avoiding damage to packages or personnel injury.
- Coordinated with team members effectively to ensure smooth operation flow.
- Followed safety guidelines strictly, reducing workplace incidents.
- Reduced errors by carefully sorting and labelling packages.
- Quickly adapted to changing work schedules, meeting business demands without compromising performance.
Sales & Revenue Manager (Self Employed)
J and J Residence Snc
Thornton Heath (Uk) & Florence (Italy)
2015.07 - 2019.10
- Grow revenue and expand market through targeted account growth activities.
- Build and maintain strong provider relationships for new and existing partners.
- Keep pace with hotel pricing and promotions across products and offers.
- Maximise sales revenue using up-selling and structured marketing programmes daily.
- Promote hotel locally to corporate clients within assigned market areas.
- Deliver consistent customer excellence by handling queries and solving problems.
- Gather guest feedback after stays and draw action-focused conclusions.
- Maintain statistical and financial records for planning and reporting.
- Recruit, coach, and supervise staff to uphold service standards.
- Monitored distribution channels, ensuring optimal availability and rate parity.
- Conducted regular competitor analysis to stay ahead in the industry.
- Optimised revenue opportunities by continuously analysing performance metrics.
- Enhanced room yield by implementing dynamic pricing strategies.
- Maximised revenue opportunities through upselling and cross-selling.
- Educated teams on sales and marketing best practices to grow profits.
- Enhanced online reputation score by managing customer reviews effectively.
- Worked alongside marketing team to create promotional campaigns that increased brand visibility.
Front Office Manager
J and J Residence Snc
Florence (Italy)
2007.06 - 2015.06
- Cover front-desk shifts by answering calls, handling reservations, managing check-in and check-out.
- Support room-status updates by verifying accuracy and sharing details with relevant staff.
- Train colleagues on customer service standards and supervise daily shift workload.
- Trained new staff members to uphold service standards.
- Managed room bookings, resulting in smooth check-in and check-out processes.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Provided leadership and guidance to front office team members, fostering a cooperative work environment.
- Assisted guests during their stay, creating positive experience.
- Conducted regular performance reviews, promoting continuous improvement among staff members.
- Oversaw financial transactions at the front desk, maintaining accuracy and integrity at all times.
- Handled reservation enquiries effectively, providing accurate information to potential guests.
- Handled administrative tasks like filing reports and managing mail, ensuring smooth running of front office operations.
Front desk receptionist
J and J Residence snc
Florence (Italy)
1999.01 - 2007.05
- Welcome guests and deliver high-quality customer service each day.
- Welcomed guests warmly upon arrival, establishing a friendly and inviting atmosphere.
- Act as point of contact for guest questions and issues.
- Resolved customer complaints effectively, leading to enhanced guest satisfaction.
- Present hotel professionally while focusing on guest satisfaction and efficient operations.
- Addressed administrative and customer service issues with knowledgeable assistance, contributing to a supportive environment.
- Kept reception area clean and organised to uphold professional office reputation..
- Handled various administrative duties like filing paperwork or updating databases diligently.
- Assisted in keeping track of office supplies, avoiding sudden shortage..
- Helped in preparing meeting rooms before client visits or meetings took place.
- Attended to emergency situations calmly whilst contacting appropriate personnel swiftly.
- Assisted colleagues with ad-hoc tasks to foster a cohesive team environment.
- Oversaw office petty cash to facilitate smooth financial operations and maintain accountability. and maintained flawless records.
Education
Language course - Italian language
Scuola Lorenzo dei Medici
Florence, Italy 1995.06 - 1995.07
Cambridge General School Certificate - Mathematics, English, French, English & French Literature and Science
College du Saint-Esprit
Quatre-Bornes, Mauritius 1985.01 - 1991.11
Skills
- Reservation system operation
- Hotel management
- Product knowledge
- Administrative and clerical skills
- Customer Service
- Booking coordination
- IT proficiency
- Communication proficiency
- Team management and development
- Multitasking and collaboration
- Pressure management
- Problem-solving
- Hospitality industry regulations awareness
- Customer service commitment
- Opera
Languages
English
Advanced
Italian
Fluent
French
Advanced
Hindi
Upper intermediate
Mauritian Creole
Native
References
References available upon request
Affiliations
- Watching sports mostly football
- Going to the gym
- Travel
Timeline
Finance and Reservation Manager
Adagio and Ibis Hotel (Accor & RBH group)
2025.05 - Current
Front Office Manager
Adagio and Ibis Hotel (Accor group)
2022.01 - 2025.04
Customer Service Representative
Metro Bank
2020.07 - 2022.01
Customer Service Colleague
JBS Recruitment on behalf of DHL-EasyJet
2020.02 - 2020.03
Sortation Associate
PMP Recruitment
2019.12 - 2020.01
Sales & Revenue Manager (Self Employed)
J and J Residence Snc
2015.07 - 2019.10
Front Office Manager
J and J Residence Snc
2007.06 - 2015.06
Front desk receptionist
J and J Residence snc
1999.01 - 2007.05
Language course - Italian language
Scuola Lorenzo dei Medici
1995.06 - 1995.07
Cambridge General School Certificate - Mathematics, English, French, English & French Literature and Science
College du Saint-Esprit
1985.01 - 1991.11