Hi, I’m
Saikat Mitra
Front Office Manager
York
Summary
Dynamic hospitality professional with 9 years of international experience driving exceptional guest experiences and operational excellence across luxury and business hotels. Proven leader skilled in front office management, team development, and strategic process improvements. Adept at leveraging technology and guest feedback to boost satisfaction and loyalty. Passionate about delivering “True Hospitality” and creating memorable stays.
Overview
11
years of professional experience
9
years of post-secondary education
8
Certifications
4
Languages
Work History
IHG Hotels & ResortsYork
Front Office Manager
11.2024 - Current
Job overview
- Led the successful PMS transition from Amadeus to Opera Cloud (v5.6.16)
- Managed front office operations and staff adherence to brand standards
- Enhanced OSAT scores by 8.5% through guest review monitoring and loyalty strategy
- Exceeded loyalty enrolment targets by 17%
- Conducted staff training and team meetings to boost performance
- Ensured Riskproof compliance and optimized departmental revenue and expenses
IHG Hotels & ResortsYork
Guest Service Manager
12.2022 - 11.2024
Job overview
- Adapted quickly to UK hospitality practices and compliance requirements (GDPR, licensing)
- Supported front office operations and team coordination
- Implemented guest journey enhancements based on feedback
- Trained with senior leaders to deliver on IHG’s 'True Hospitality' vision
Marriott InternationalHyderabad
Complex Assistant Front Desk Manager
10.2021 - 11.2022
Job overview
- Oversaw front desk operations and team performance
- Elevated guest satisfaction scores by 12%
- Ensured compliance with Marriott standards and effective system use
The Leela Palaces, Hotels and ResortsBengaluru
Front Office Executive
04.2018 - 04.2021
Job overview
- Managed hotel duty responsibilities and luxury guest experience
- Achieved audit score of 96% through rigorous operational standards
The Oberoi Hotels & ResortsShimla
Front Office Assistant
03.2017 - 03.2018
Job overview
- Managed night audit and maintained financial accuracy
- Delivered high-quality guest service in line with The Oberoi brand
Marriott InternationalBengaluru
Front Desk Associate
06.2016 - 02.2017
Job overview
- Contributed to 14% AYS score improvement
- Delivered exceptional check-in and guest interaction services
Vail ResortsBreckenridge, US
Hospitality Intern
11.2014 - 04.2015
Job overview
- Successfully completed internship across multiple hotel departments
Education
Bharathiar University
BSc from Catering Science & Hotel Management
01.2014 - 01.2017
Edinburgh Napier University
BA from Hospitality Management
01.2013 - 01.2016
IIHM
Advanced Diploma from International Hospitality Administration
01.2013 - 01.2016
Skills
Hospitality Management
Customer Service
Leadership
Team Collaboration
Technology Proficiency
Room Sales
Problem Solving
Communication
Organizational Skills
Trend Analysis
People Management
Adaptability
Certification
Fire Marshal Course
Accomplishments
- LQA Score: 96%
- Brand Standard Audit: 94%
- Recognized as Hospitality Champion – International Hospitality Council London (2020)
Right To Work
Full UK working rights (Skilled Worker Visa)
Timeline
Front Office Manager
IHG Hotels & Resorts
11.2024 - Current
Guest Service Manager
IHG Hotels & Resorts
12.2022 - 11.2024
Complex Assistant 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
BSc from Catering Science & Hotel Management
01.2014 - 01.2017
Edinburgh Napier University
BA from Hospitality Management
01.2013 - 01.2016
IIHM
Advanced Diploma from International Hospitality Administration
01.2013 - 01.2016