Komal Anil Sharma
Wellington,WGN
Summary
Dedicated hospitality professional with over 8 years of experience, including substantial expertise as an Assistant Front Office Manager in luxury hotels. Known for excelling under pressure, adapting to new challenges, and effectively managing hotel operations. Proven ability to take on additional responsibilities and drive team success. Seeking a leadership position with a progressive luxury hotel that values exceptional customer service and supports professional development. Skilled in leveraging extensive experience in customer service and management to enhance organizational performance and elevate the guest experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Sofitel Wellington
01.2022 - Current
- Managed a team of 14 front office employees, providing training and oversight to ensure seamless coordination and smooth operations across all hotel departments.
- Created and implemented Standard Operating Procedures (SOPs) to streamline operations, improve efficiency, and support team development.
- Promoted and delivered brand and loyalty training to enhance team skills and align their performance with brand standards.
- Monitored staff performance across all service phases, ensuring adherence to departmental standards and procedures.
- Coordinated staff schedules, breaks, and work duties, ensuring coverage and compliance with departmental procedures.
- Utilized industry expertise and customer service skills to resolve guest issues, foster loyalty, and enhance the guest experience.
Front Office Team Leader
InterContinental Wellington
12.2020 - 12.2021
- Interacted with customers by phone, email, or in person to provide information.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Introduced customers to hotel amenities with pleasant and helpful demeanour.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Managed lost and found items to assist guests with retrieving belongings.
- Trained new members of guest service team.
Receptionist
Ibis Wellington
09.2019 - 10.2020
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Stored guest valuables in safe and individual boxes for security.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
Front Desk Ambassador
SOFITEL
06.2016 - 12.2018
- Handled cash transactions and maintained sales and payments records accurately.
- Kept reception area clean and neat to give visitors positive first impression.
- Prepared reports on guest satisfaction levels and other metrics.
- Implemented marketing and promotional initiatives to increase occupancy.
- Answered phone within 3-4 rings, closely following strict guidelines for customer service and satisfaction.
- Promoted hotel brand's loyalty program via word of mouth and direct mail.
Education
Graduate Degree - Hotel Management
Wellington Institute of Technology
03.2020
BSC-HS - Hospitality
Mumbai University
06.2016
Skills
- Guest Relations
- Operational Management
- Time Management
- Adaptability
- Problem-Solving
- Attention to Detail
- Administrative Skills
- Communication
- Crisis Management
- Luxury Brand Service
- Team Leadership
Certification
- Licence Controller Qualification
- Duty Managers Certificate
- First Aid Certificate
Timeline
Assistant Front Office Manager
Sofitel Wellington
01.2022 - Current
Front Office Team Leader
InterContinental Wellington
12.2020 - 12.2021
Receptionist
Ibis Wellington
09.2019 - 10.2020
Front Desk Ambassador
SOFITEL
06.2016 - 12.2018
Graduate Degree - Hotel Management
Wellington Institute of Technology
BSC-HS - Hospitality
Mumbai University
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