Urvashi Kumari
Langley,Berkshire
Summary
Dedicated and results-driven Front Office Supervisor in the hospitality industry, specializing in guest service excellence, team leadership, and front desk operations. Proven ability to lead high-performing teams, manage daily front office functions, and enhance the guest experience in fast-paced hotel environments. Creative and proactive problem solver with a passion for finding innovative solutions and developing new ideas to improve operations and enhance guest experiences. Known for a hands-on approach to identifying challenges and implementing effective strategies that drive results. Adept at thinking outside the box and turning concepts into actionable plans. Recognized as a two-time Marriott Bonvoy Enrolment Champion and Supervisor of the Quarter nominee, with a strong record in boosting Guest Satisfaction Scores (GSS) and loyalty program enrolments.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Guest Experience Supervisor
Delta Hotels by Marriott Heathrow Windsor
windsor
02.2024 - Current
- Supervise daily front desk operations, including guest check-ins/outs, reservations, and handling guest inquiries.
- Fostered better communication within team by organising regular meetings.
- Handled escalated issues professionally, turning potential negative reviews into positive ones through effective problem-solving skills.
- Tracked orders and processed refunds for new and existing customers.
- Conduct weekly reviews of GSS reports to identify key areas of improvement in guest interactions, check-in efficiency, and issue resolution.
- Analyze Guest Satisfaction Survey (GSS) scores of online review platforms to identify trends and develop action plans to address service gaps.
- Adapted quickly during busy periods or unforeseen circumstances maintaining smooth workflows and keeping staff stress levels low whilst still providing excellent service to guests.
- Support Front Office Manager with administrative tasks, including coordinating system access requests and email setup for new hires, ensuring all team members are equipped from day one.
- Train new team members on front office systems (Opera and hotel SOPs).
- Provided operational support to the night team by covering Night Manager shifts during the absence of the Manager, ensuring smooth overnight operations and guest service continuity.
- Completed daily night audit procedures and prepared handover documentation for morning management.
- Monitored security and safety protocols overnight, coordinating with security personnel and responding to incidents as needed.
- Recognized by senior management for flexibility, leadership, and reliability during critical staffing gaps.
- Appointed as the the specific loyalty program (e.g., Marriott Bonvoy Enrolment Leader for the Front Office department, responsible for coaching and motivating team members to drive program sign-ups and ensure sustained performance.
- Trained and coached front desk associates on effective enrolment techniques, focusing on personalized guest engagement and clear communication of Bonvoy benefits.
- Achieved recognition as Hotel Enrolment Champion twice, achieving the highest enrolment numbers property-wide and consistently exceeding monthly targets.
- Nominated twice for Supervisor of the Quarter in recognition of exceptional leadership, team support, and commitment to service excellence.
Guest Service Associate
Holiday Inn Express London Heathrow T5
07.2022 - 11.2023
- Facilitated check-in and check-out procedures for guests (Verifying guest identity, mode of payment, assigning room and issuing key cards.)
- End of Day, Audit and perform end-of-shift banking, resolving banking errors and report any discrepancies
- Reviews revenue and sales reports and no-shows’ cancellation reports and other data to measure productivity and goal achievement
- Ensure all the ledgers carry the necessary appropriate documented backup for the accounts department
- Managed guests’ complaints of in-house guest and online platforms, providing appropriate solutions to guarantee positive outcomes, and improving customer retention
- Updating PMS with booking information to reflect accurate, current availability
- Consistently achieving service rating targets, managing guest’s enquiries with personalized care and attention
- Time management – Completing tasks given by Front Office Manager
- Training new staff, on Opera System
- Responding to telephone enquiries from guest/ clients and vendors
- Demonstrating open communication and collaborating with various departments and team members
Guest Service, INTERNSHIP
Crowne Plaza, IHG
Delhi
01.2020 - 06.2020
- Company Overview: IHG – Delhi, India
- Managed check in and check out of the guests
- Managed calls for staff, directing calls, and documenting messages
- Resolved guest issues quickly and notified supervisor immediately when problems escalated
- Updated information of registration cards, arrival, and departure on opera
- Made positive contributions to team and workplace, consistently exceeding expectations
- Participated in staff meetings to discuss latest developments
- Conducted research and analysis to support team with project preparation
- Received appreciation from the manager for the best month intern in the department
- IHG – Delhi, India
Education
Master of Arts - Luxury Hospitality Management
University of West London
02.2022 - 05.2023
Bachelor of Science - Airlines, Tourism and Hospitality
Lovely Professional University
05.2017 - 07.2020
Skills
- Opera – PMS & End of Day
- Achieving Set Targets
- Guest Review and Complaint handling
- IHG Brand Training
- Marriott Brand Training
- Shift Management & Scheduling
- Delegation & Task Prioritization
- Guest Satisfaction Score (GSS) Monitoring
- Upselling & Cross-Selling Techniques
- Communication & Interpersonal Skills
- Adaptability & Flexibility
- Problem Solving
- Attention to Detail
- Microsoft Office Suite (Word, Excel, Outlook)
Accomplishments
- Twice Recognized as Marriott Bonvoy Enrolment Champion.
- Nominated twice for Supervisor of the Quarter.
- Holiday Inn Express London Heathrow T5 – Employee of the Month.
- Crowne Plaza, Delhi India - Received appreciation from the manager for the best month intern in the department.
Certification
Certified First Aider
Completed training in basic first aid, CPR, and emergency response protocols to ensure guest and staff safety.
Certified in Fire Safety & Emergency Procedures
Trained in fire safety protocols, evacuation plans, and emergency response to safeguard hotel guests and employees.
References
References available upon request.
Timeline
Guest Experience Supervisor
Delta Hotels by Marriott Heathrow Windsor
02.2024 - Current
Guest Service Associate
Holiday Inn Express London Heathrow T5
07.2022 - 11.2023
Master of Arts - Luxury Hospitality Management
University of West London
02.2022 - 05.2023
Guest Service, INTERNSHIP
Crowne Plaza, IHG
01.2020 - 06.2020
Bachelor of Science - Airlines, Tourism and Hospitality
Lovely Professional University
05.2017 - 07.2020
Similar Profiles
Pamela Fletcher-WestPamela Fletcher-West
Laundry Attendant at Delta Hotels By MarriottLaundry Attendant at Delta Hotels By Marriott
Jessie ReevesJessie Reeves
Executive Housekeeping Manager at Delta Hotels by Marriott St. John's Conference CentreExecutive Housekeeping Manager at Delta Hotels by Marriott St. John's Conference Centre
Usha GohilUsha Gohil
Assistant to the Managing Director at OPULENT HOTELS GROUP (DELTA MARRIOTT)Assistant to the Managing Director at OPULENT HOTELS GROUP (DELTA MARRIOTT)
Dru BaileyDru Bailey
Warehouse worker at City sprintWarehouse worker at City sprint
RAVI KUMARRAVI KUMAR
Food and beverage assistant at Stoke PlaceFood and beverage assistant at Stoke Place