kartikarathore7019

Managed daily front office operations, ensuring smooth guest check-
in and check-out procedures
• Led, trained, and supervised front desk staff to deliver high-quality
customer service
• Handled VIP guests, special requests, and guest complaints with
professionalism and efficiency
• Coordinated with housekeeping, concierge, and other departments to
ensure seamless operations
• Maintained high service standards in line with brand and Thai
hospitality expectations
• Monitored room availability, reservations, and occupancy to
maximize revenue
• Ensured compliance with hotel policies, safety standards, and local
regulations
• Prepared duty rosters, performance evaluations, and staff scheduling
• Managed cash handling, billing accuracy, and daily financial reports
• Improved guest satisfaction scores through service quality initiatives
• Experienced in serving international guests and multicultural
clientele
• Fluent in English; (Ielts Qualified)
• Familiar with Bangkok tourism market and peak travel seasons.
• Strong focus on Guest Satisfaction Scores (GSS) and continuous
service improvement.
• Consistently achieved and exceeded KPI targets
• Well-versed in LQA standards and luxury service audits
• Thorough knowledge of SOP compliance .

Oversee daily front office operations including reservations, check-
in/check-out, and billing for 88 rooms.
• Manage team performance, training, and ensure adherence to brand
standards.
• Handle guest complaints and ensure smooth coordination with other
departments.
• Maintain occupancy reports, room inventory, and assist in revenue
management.
• Supervise cash handling, night audits, and credit control procedures.
• Personally welcome and assist VIP/VVIP guests to ensure exceptional
service.
• Manage guest feedback, resolve concerns, and implement service im-
provements.
• Coordinate special requests, events, and amenities for valued guests.
• Build strong guest relationships and ensure high levels of satisfaction
and loyalty.
• Monitor room inventory, rate strategy, and occupancy levels in coor-
dination with Revenue Management.
• Ensure accurate and timely posting of all guest charges and settle-
ments
• Collaborate with Sales & Reservations for group arrivals and VIP
itineraries.
• Participate in daily operations meetings and communicate key up-
dates.
• Coordinate emergency procedures & ensure guest safety protocols
are followed
• Handle guest complaints and service recovery promptly and
profession- ally.
• Supervise all front-of-house departments — Front Office,
Concierge, Guest Relations, and Bell Desk.

Oversee guest relations operations for two heritage luxury hotels with
a combined capacity of 102 rooms.
• Coordinate VIP handling, personalized services, and loyalty programs
across both properties.
• Resolve escalated concerns and service recovery cases, maintaining
95%+ satisfaction scores.
• Supervise and train front office teams at both locations, ensuring con-
sistent brand standards.
• Collaborate with F&B, Housekeeping, and Sales teams to deliver
seamless guest experiences.
• Designed and implemented guest experience enhancements, including
curated heritage activities and private dining programs.
• Supported guest engagement programs including village safaris, herit-
age walks, and cultural dining experiences.
• Earned consistent recognition for personalized guest service and posi-
tive guest feedback.
• . Guest satisfaction score
drove from 82% to 94.6%
• . Trip Advisor Ranking took to No. 5 from No. 21.
• Took ARR from INR 11,800 to INR 17,000 by motivating team for
upselling.
• Awarded twice Employee of the month and Once Employee of the
year
• Helped Hotels to qualify Reclassification audit by meeting Hygiene
Standards.
• Maintain proper Hygiene by government Guidelines.

Exceptional customer service and communication skills

Previous experience in a similar role within the hospitality industry

Strong ability to manage guest inquiries and resolve issues effectively

Excellent organizational and problem-solving skills

Computer literacy is required

Ensure the smooth running of service when you are on duty.
Promote a professional and hospitable image to the guest. Give full cooperation to any guest requiring assistance with a prompt, caring and helpful attitude.
Be flexible in assisting around the Hotel in response to business and guest needs.
Maintain regular and efficient communication relating to your shift and attend all hotel meetings as required.
Assist with the personnel and training function in the hotel, taking on specific responsibilities in this area.
Take on supervisory responsibilities in specific departments as required and assist in all Catering areas operationally.
Assist in the training and induction of new staff in conjunction with the Heads of Department.
Ensure the security of the hotel, stocks and keys at all times whilst on duty.
Assist the Operations manager in complying with legal obligations in relation to Health & Safety. Ensure that risk assessments are carried out and reviewed regularly.
Identify and report maintenance requirements/hazards in the workplace.
Assume responsibility whilst on duty for any emergency situations in line with procedures.
Attend any training meetings as required.

Guest Engagement and Assistance:

Warmly greet arriving guests and bid farewell to departing guests, ensuring a personalized and memorable welcome/farewell.
Actively engage with guests, inquire about their needs, and provide assistance and information about hotel facilities, services, and local attractions.
2. VIP and Corporate Guests Management:

Identify VIP and corporate guests and provide special attention and services as required.
Develop and maintain strong relationships with corporate clients and regular guests.
3. Guest Issue Resolution:

Handle guest inquiries, concerns, and complaints promptly and professionally, ensuring a satisfactory resolution.
Collaborate with relevant hotel departments to address guest issues effectively.
4. Guest Services Coordination:

Coordinate and fulfill special guest requests, including room preferences, amenities, and transportation arrangements.
Facilitate reservations for hotel services such as dining, spa, or business facilities.
5. Guest Feedback Management:

Proactively seek guest feedback and reviews during their stay, encouraging positive online reviews and addressing negative feedback.
Compile and report guest feedback to relevant departments for continuous improvement.