Vanshika Malhotra

Managed Front Office rotas and payroll, including holiday planning, sickness and absence management.
Improved guest satisfaction through consistent service standards, effective service recovery, and active
monitoring of guest feedback across internal surveys and online platforms.
Led and developed the front office team through training and engagement, encouraging positive guest
interactions and increased TripAdvisor and GSS review performance.
Managed Front Office stock control and cost awareness, supporting operational efficiency and budget
control.
Acted as the operational escalation point for the Front Office, supporting duty management, resolving
complex guest issues, and ensuring consistent standards during peak periods and manager cover.
Improved front office performance KPIs, including guest satisfaction scores and upselling results,
through structured team coaching and operational oversight. Led fundraising initiatives and raised £5, 000 to
support Springboard, helping students fund hospitality education and career development.

Managed daily front office operations, including room allocations, VIP arrivals, and personalised guest
assistance to ensure a seamless guest experience.
Led and coordinated front office teams through effective task delegation and shift planning, ensuring
productivity and a positive working environment.
Managed guest concerns and service recovery processes, delivering prompt and appropriate
resolutions.

Serving as a representative for Montcalm Collection, in promoting social events and wellness for team
members throughout our eight London locations.
Assisting the social and wellness team members in curating the activities during events.

Supervised and supported a team of up to 12 front office staff, ensuring consistent service standards
and smooth daily front office operations.
Managed guest complaints and service recovery effectively, delivering timely and appropriate
resolutions to maintain high levels of guest satisfaction.

Represented Crimson Hotels and Hilton brands, promoting food and beverage outlets and services
across the hotel.
Maintained high standards offood and beverage quality and service during operations.

Provided prompt guest assistance and effective follow-up, ensuring accurate communication and high
service standards.
Achieved an 80% increase in World of Hyatt enrolments through proactive guest engagement and
regularly monitored HySat scores to support guest satisfaction.

Supervised daily operations, supporting staff planning, task allocation, and smooth service delivery
during busy periods.
Escalated operational issues and supported management with practical solutions to improve service
flow and efficiency.
Supported service standards and guest engagement, contributing to a 70% increase in positive Google
Reviews.