PAYAL PRADHAN
Duty Manager
Thimphu
Summary
Dynamic and result oriented hospitality professional with extensive experience in front office leadership within luxury and business hotel environments. Proven ability to lead teams enhance guest satisfaction drive operational efficiency and support strategic decision making. Recognized for strong leadership problem solving skills and commitment to delivering exceptional guest experiences.
Overview
13
13
years of professional experience
Work History
Duty Manager
Pemako Hotel
10.2024 - Current
- Lead and oversee daily front office operations ensuring seamless guest experiences aligned with luxury hospitality standards.
- Drive revenue optimization through effective room inventory management upselling strategies and guest engagement initiatives.
- Supervise mentor and train front office associates to maintain exceptional service delivery and brand consistency.
- Handle VIP arrivals guest relations and service recovery with professionalism enhancing guest satisfaction and loyalty.
- Prepare operational reports analyze performance metrics and implement strategic improvements to elevate service excellence.
Front Office Manager
Tara Phendeyling Hotel
10.2022 - 09.2024
- Successfully managed complete Front Office operations including Human Resources coordination and Reservations management ensuring seamless service delivery operational efficiency and exceptional guest satisfaction
- Strengthened guest relations by proactively resolving concerns and enhancing overall guest satisfaction scores.
- Developed and implemented SOPs to improve efficiency service standards and team productivity.
- Prepared financial and operational reports to support strategic planning and business decision-making.
- Led and motivated the front office team fostering a positive work environment focused on service excellence.
Front Office Executive
Pemako (Taj)
11.2013 - 12.2018
- Delivered exceptional guest service ensuring smooth check-in and check-out processes.
- Effectively handled guest complaints and provided prompt service recovery solutions.
- Coordinated with housekeeping and other departments to ensure room readiness and guest satisfaction.
- Maintained accurate guest records reservations and billing procedures.
- Supported team operations during peak occupancy periods to maintain service efficiency.
Education
BBM (CA) -
R.V.S. College of Arts And Science
2013
Diploma in Event Management -
R.V.S. College of Arts And Science
2013
Commerce -
Kelki Higher Secondary School
2009
Skills
Poised under pressure
Extra-Curricular Activities
Received Employee of the Month for outstanding performance at Taj Tashi. Recognized as contributor to Best Department (Front of the House). Proficiency Certificate for securing First Rank in III BBM (CA). Proficiency Certificate for securing First Rank in II BBM (CA). Participated in Corporate Team – Inter Collegiate Meet at N.G.M College. Participated in TYRO’12 event held at Surya Engineering College.
Timeline
Duty Manager
Pemako Hotel
10.2024 - Current
Front Office Manager
Tara Phendeyling Hotel
10.2022 - 09.2024
Front Office Executive
Pemako (Taj)
11.2013 - 12.2018
Commerce -
Kelki Higher Secondary School
Diploma in Event Management -
R.V.S. College of Arts And Science
BBM (CA) -
R.V.S. College of Arts And Science
Reference
1. Mr. Tika Ram Rai
Front Office Manager
tikaram.rai@pemako.bt
+975-77467736
2. Mrs. Draupada Sharma
Human Resource Manager
draupada.sharma@pemako.bt
+975-77100091