Joyeeta Bhowmick

• Oversee Front Office and Housekeeping departments, ensuring smooth operations, excellent customer service, and adherence to company policies
• Handle guest complaints, control budgets, working on KPIs, assisted with revenue management, and ensure financial and operational targets are met. Cut down payroll budget by 5% by introducing overtime hours to permanent staff , than hiring agency staff and balancing off days with lieu Day Off for extra working hours.
• Manage HR tasks including recruitment, legal checks, performance reviews, staff appraisals, and training.
• Process weekly banking and payroll, manage room allocations, reservations, payments, and financial reports. I have introduced new celebration packages to increase revenue and also to meet guest satisfaction by 10%.
• I also Assist GM in meetings, diary management, fire safety checks, and liaising with third-party contractors for maintenance and refurbishments
• Manage staff rota, ensure compliance with training, and foster a fair and equal work environment for a culturally diverse team. I have hired people from Korea, Sri Lanka and Australia to create a diverse team.
• Creating SOP’s and updating training records for all staff and retraining them beginning of the year helped me to promote growth towards my team and company.
• Prioritizing holidays and cover sicknesses.
• Monitoring room rates and occupancy level.
• Monitoring Handover log, maintenance log, financial reports and assisting account with payroll as well
• Track and record end of shift procedures and update early bird report to resolve discrepancies
• Training new staff and updating new changes through one to one meeting, training review and discussing topic of the month.
• Finally , doing appraisals, personal development review , documenting file note and disciplinary for staff and doing rota for entire team falls under my checklist.

Managed a team of 55 colleagues and managed daily hotel operations, including recruitment, staff appraisals, grievances, and disciplinary actions

• Ensured GDPR compliance and upheld IHG standards
• Managed third-party agencies, corporate partnerships, and social media platforms (Booking.com, TripAdvisor)
• Forecasted monthly budgets, collaborated with department heads to optimize revenue and meet KPIs, increased overall room revenue by 4% by introducing upsell and green stay . Decreased excessive expenditure on payroll by introducing lieu OFF Day instead of overtime for all staff.
• Assisted GM in presenting business strategies, overseeing refurbishments, and cultivating new client relationships
• Prioritized H&S policy and updated team members accordingly
• Checking in with housekeeping team if rooms are ready for arrivals
• Conducted Fire – drill every Wednesday to check all call points and fir panel
• Ensured all staff trainings are completed and up to date.
• Created SOP’s for relevant departments
• Enhanced team productivity by providing ongoing coaching and mentoring to staff members.
• Increased customer satisfaction by addressing concerns promptly and implementing effective solutions.
• Managed multiple projects simultaneously while maintaining focus on meeting key milestones.
• Enacted contingency plans, escalated and directed system problems and issues and participated in post-mortem analysis to provide input for process improvements.
• Championed the adoption of new technologies, streamlining workflows and enhancing overall efficiency.
• Reviewed performance results to target and take corrective measures with authorization and escalation.

• Managed night operations including night audits, guest services, and F&B
• Handled staff rota management, sickness, and holiday cover
• Delivered customer service excellence, up-sold services to increase revenue, and conducted banking reconciliation
• Managed reception duties and operations in the absence of senior management
• Check everyday end of shift report, correcting discrepancies
• Running the night audit, filling all documents and leaving handover for morning shift on discrepancies
• Sending emails to HOD’s regarding the reports generated after night audit
• Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
• Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
• Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.

• Led a team of 10 night staff, conducted night audits, and managed guest complaints
• Handled reception duties, financial audits, and ensured security and health and safety compliance
• Ensured safety of guests through thorough monitoring of property, conducting security checks, and addressing potential risks.
• Conducted end-of-shift reviews to identify opportunities for improvement in nightly operations moving forward.
• Streamlined night audit processes for increased accuracy and timely financial reporting.
• Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
• Reduced employee turnover by fostering open communication, providing constructive feedback, and recognizing outstanding performance.
• Maintained meticulous records of nightly operations, aiding in smooth transition between shifts.
• Improved team morale, conducting regular training sessions on customer service and conflict resolution.
• Defined clear targets and objectives and communicated to other team members.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

• Supervised night operations, including night audits, reservations, and guest services
• Assisted with payroll, banking, and HR functions
• Balanced the safe, resolved discrepancies, and completed financial reports
• Allocated rooms for housekeeping, ensuring special requests were prioritized and managed bar service
• Ensured safety and security of guests, employees, and property by monitoring surveillance systems and conducting routine patrols throughout the premises.
• Coordinated with other departments to ensure seamless transitions between shifts so that guests consistently received excellent service around the clock.
• Assisted in the training of new hires, providing coaching in customer service skills, company protocols, and standards of excellence.
• Actively participated in ongoing staff development programs by attending workshops, seminars, or conferences related to hospitality management trends or best practices.
• Collaborated with daytime management to implement improvements in hotel policies, procedures, and overall guest experiences.
• Conducted regular performance evaluations for night staff members, identifying areas for improvement and developing action plans accordingly.
• Managed night audit procedures, verifying accuracy of financial transactions and identifying discrepancies for resolution.

• Managed reception, conducted night audits, and assisted the Night Manager with financial reconciliation
• Assisted guests with check-ins, check-outs, and upselling services
• Ensured compliance with health and safety regulations, and supported F&B and room service during night shifts

• Gained extensive experience in hotel operations across various departments, including reception, guest services, and housekeeping