Dipa Pun
Summary
Hospitality professional with extensive experience in guest relations, complaint resolution, and team supervision. Skilled in property management systems, cash handling, and health and safety compliance. Fluent in English, Nepali, and Hindi, with a strong grasp of hotel brand standards. Proven ability to enhance operational efficiency through effective coordination and support in front office and food and beverage operations.
Overview
12
12
years of professional experience
1
1
Certification
Work history
Guest Services Manager
Hampton by Hilton
2022.01 - 2026.05
- Supervise daily front desk operations: check-ins/check-outs, group arrivals, guest enquiries, special requests and escalations.
- Personally resolve complex guest complaints and ensure loyalty-tier recognition and benefits are honoured.
- Train and mentor new team members; prepare detailed handovers and monitor progress.
- Manage cash up, petty cash, card transactions, issuing partial/full refunds and posting room charges.
- Handle third-party bookings and amendments via Booking.com, Expedia, Hotels.com; manage overbooking, no-shows and room discrepancies.
- Coordinate with housekeeping for early check-ins, late check-outs, VIPs, day-use and group allocations; assist with room checks.
- Maintain health & safety folder, run weekly fire alarm tests with maintenance, perform fire walks each shift and report issues.
- Operate and troubleshoot door lock system (Atlas/Kaba); reboot and read locks as required.
- Log lost property, coordinate postage and billing; handle deliveries (food/drinks) and room billing (laundry, F&B).
- Order stationery, maintain inventories, and log/organize maintenance call-outs.
- Support bar and breakfast teams; assist with group dinner preparation and F&B ordering; arrange emergency cover when needed.
Chef / Kitchen & Bar Manager
The Railway Tavern
2020.11 - 2022.12
- Managed kitchen and bar operations including Sunday roasts, pub orders and takeaways.
- Oversaw delivery driver rota and handled all delivery portals (Just Eat, Deliveroo, Uber Eats).
- Conducted stock counts, food and drinks ordering, wastage recording and NSF checks.
Duty Manager
Premier Inn
2015.03 - 2020.11
- Performed front desk duties and managed Covid-secure protocols.
- Assisted Deputy Manager with weekly paperwork; handled refunds, discounts and EOD reports.
- Produced labour forecasts, managed rotas and trained new staff.
- Conducted weekly/monthly safety checks (fire alarms, smoke ventilation, panic buttons, emergency lighting) and managed maintenance call-outs.
- Supervised F&B liquor stock takes, beer-line cleaning and drinks ordering.
Food & Beverage Operator
Thistle Bloomsbury Park
2014.03 - 2015.02
- Greeted guests, ran breakfast and room service, set up meeting rooms and managed opening/closing of restaurant shifts.
Education
Higher Diploma - Hotel & Restaurant Management
Swiss Global Academy for Tourism and Hospitality Education (GATE)
Kathmandu, NepalSkills
- Guest relations and complaint resolution
- Team training and supervision
- Front office operations
- PMS and systems management
- Third-party channel management
- Cash handling and reconciliation
- Health and safety compliance
- Inventory management
- Basic maintenance coordination
- Food and beverage support
- Language proficiency in English, Nepali, Hindi
- Hotel brand understanding
- Efficient coordination
Certification
- First Aid Training
- Evacuation Chair Training
- Personal Licence (UK)
- Kaba/Atlas door programming
- NSF checks / Food safety (where applicable — add certificate numbers/dates)
References
References Available on request
Accomplishments
- Consistently achieved high guest satisfaction/positive review scores (add metrics if available)
- Reduced queue times during peak check-in by introducing streamlined handover/check-in procedures
- Trained X number of staff to full competency (specify number/year) (You can provide any performance numbers and I’ll insert them.)
References
References available upon request.
Timeline
Guest Services Manager
Hampton by Hilton
2022.01 - 2026.05
Chef / Kitchen & Bar Manager
The Railway Tavern
2020.11 - 2022.12
Duty Manager
Premier Inn
2015.03 - 2020.11
Food & Beverage Operator
Thistle Bloomsbury Park
2014.03 - 2015.02
Higher Diploma - Hotel & Restaurant Management
Swiss Global Academy for Tourism and Hospitality Education (GATE)