Tushar T.

Front Office Supervisor @The Yorkville Royal Sonesta Hotel

Toronto, ON, CA

Deliver on the promise of Sonesta Service in all interactions with guests and clients and manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.• Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. • Ensure all staff has the supplies needed to effectively carry out their job functions.• Supervise the front desk to ensure the delivery of superior guest services, the security of money, credit card transactions and guest information.• Work with the hotel’s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.• Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.• Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.

IHM PUSA

Bachelor's degree, Hospitality Administration/Management

Boston University

Master's degree, Hospitality Administration/Management