GURNEET KAUR
Summary
Results-driven, ambitious and competitive individual focused on leadership and continuous improvement to drive growth and maximise profits. Dedicated to operations and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
Work history
Assistant Front Office Manager/Duty Manager
Como, The Halkin
Hyde Park, City of London
2023.09 - Current
- Supported smooth and efficient running of front-of-house operations, supervising and training front office staff.
- Ensured compliance to LQA standards.
- Consistently provided high-touch, bespoke guest service in a luxury boutique property, upholding the highest standards of hospitality and attention to detail.Improved quality of service, ensuring current staff knowledge of hotel products, services and policies at all times.
- Maximised room occupancy at best rates, contributing to hotel revenue growth
- Trained new staff members to maintain quality service standards.
- Led by example in delivering exceptional guest service in a boutique style luxury property.
- Ensured efficient check-in and check-out process.
- Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.
- Updated office management on team's activities and trainings and progress at weekly departmental meetings.
- Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
Reception Manager/Duty Manager
Park Plaza (Radisson Hotels)
Victoria, London
2022.09 - 2023.09
- Managed, trained and supervised team to deliver exemplary guest service.
- Ensured smooth check-in/check-out processes.
- Resolved guest complaints and special requests promptly and professionally.
- Maintained high levels of customer service and guest satisfaction. Improved and effective communication within concerned departments to ensure smoother operations.
- Monitoring Front Office employees to ensure all guests receive prompt and personal recognition
- Achieved smooth and efficient office operations with strong coordination and planning skills.
- Reviewed staff performance by conducting appraisals.
- Monitored room availability and occupancy levels.
- Ensure compliance with hotel policies, procedures, and quality standards
Reception/Duty Manager
Thistle Express (The Clermont Group)
Luton
2020.02 - 2022.08
- Ensure smooth check-in/check-out processes.
- Resolve guest complaints and special requests promptly and professionally.
- Maintain high levels of customer service and guest satisfaction. Actioned and resolved guest feedback to boost service quality.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Inspected rooms and reception areas to achieve pristine presentation and cleanliness.
- Met health and safety guidelines to maintain compliant working environments.
- Trained front office staff in interaction best practices, boosting guest satisfaction survey scores.
FOH Team Member
Thistle Express (The Clermont Group)
Luton, Bedfordshire
2019.02 - 2021.02
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Delivered front of house duties with warm and professional manner.
- Provided clerical support to company employees, including copying, faxing and file management.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Applied expertise in company products and services to answer questions.
- Monitored office supplies inventory, promptly reordering low stock items to prevent workflow disruptions.
Receptionist
S11 Spa and Beauty
Luton
2018.05 - 2019.08
- Meeting and greeting guests
- Answering phone calls and booking appointments manually
- Maintaining health and hygiene
- Promoting new spa products and services
- Helping and solving people's queries
- Ensure to maintain the health and safety of the guests and the workers
- Keep the guests updated of any new discounts and promotions
- Building good relations with clients to make them come back again
- Always encourage them to leave feedback for us on TripAdvisor.
Receptionist
Hong Buffet
Luton
2018.01 - 2019.08
- Greeting guests at the reception
- Explaining to them everything about the buffet
- Maintaining the reception area clean and organized
- Taking payments at the till
- Answering phone calls
- Handling reservations
- Helping guests if they need any allergen advice
- Promoting new offers and discounts on the buffet
- Distributing them food vouchers., Greeting customers, communicating with customers, receiving payments, bookings, attending phone calls, cleaning workspace and cashing up.
Education
Central College of Bedfordshire
Skills
- Team Building
- Leadership
- Decision making
- Communicative
- Organized
- Problem solving skills
- Complaint resolution
- Opera V5 and Opera Cloud
- Guest experience improvement
- People management
- Hotel administration
Timeline
Assistant Front Office Manager/Duty Manager
Como, The Halkin
2023.09 - Current
Reception Manager/Duty Manager
Park Plaza (Radisson Hotels)
2022.09 - 2023.09
Reception/Duty Manager
Thistle Express (The Clermont Group)
2020.02 - 2022.08
FOH Team Member
Thistle Express (The Clermont Group)
2019.02 - 2021.02
Receptionist
S11 Spa and Beauty
2018.05 - 2019.08
Receptionist
Hong Buffet
2018.01 - 2019.08
Central College of Bedfordshire