Abhay Dhakan
Dubai
Summary
Dedicated professional with exceptional organizational skills and customer-focused mindset. Skilled in communication and problem-solving, having demonstrated adaptability in various roles. Committed to enhancing customer satisfaction and operational efficiency in Reservation Agent role.
Overview
6
6
years of professional experience
Work History
Reservation Agent
Grand Cosmopolitan Hotel
02.2024 - Current
- Extranet handling, managing guest booking through extranet.
- Day to day report update STR, History and Forecast, Pick-up report.
- Handling group booking and creating block for the group. Creating and update the rate codes and packages.
- Updating the stop sale and free sale for the Leisure market, and handling the allotments.
- Greeted customers with warmth and enthusiasm for faultless front-of-house service. Handled phone calls professionally, leading to positive brand image. Confirmed bookings via email or telephone, eliminating any miscommunications.
- Processed payments and online bookings with zero error.
- Promoted seasonal travel offers and upsold additional tours and experiences.
Front desk receptionist
Courtyard By Marriott
12.2022 - 12.2023
- Enhanced customer satisfaction by providing excellent service at check-in. Maintained high standards of customer service under pressure during peak times.
- Improved customer satisfaction for providing timely assistance during stay. Responded promptly to customer queries, ensuring an enjoyable stay.
- Group handling providing excellent service and providing accurate information for the group events and timings.
- Provided hotel information for improved guest experience.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Processed payments swiftly for improved customer experience. Identified counterfeit notes whilst handling cash, ensuring financial security. Balanced till at end of day, maintaining accurate records.
- Handled cash and card payments with precision, maintaining customer confidentiality and discretion throughout. Handled high volumes of transactions during holiday seasons efficiently.
- Handled late-night emergencies calmly, providing swift resolution. Ensured smooth operation of front desk during night hours to maintain uninterrupted services for guests.
- Followed up on special requests from guests such as wake-up calls or room service orders enhancing their stay experiences.
Front desk receptionist
VITS Hotel And Resorts
02.2022 - 07.2022
- Greeted guests warmly upon arrival, creating a positive first impression of the organisation.
- Handled customer complaints professionally, ensuring satisfactory resolution.
- Managed high volume of incoming calls from multi-line telephone system and documented messages.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Handled financial transactions accurately, strengthening guests' confidence in the establishment's reliability.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Increased customer satisfaction by providing efficient check-in service.
- Processed payments swiftly for improved customer experience.
Industrial trainee
The Lalit Laxmi Villas Place
05.2019 - 10.2019
- Greeted and welcomed all hotel guests with a smile.
- Informed guests regarding hotel events and announcements.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
- Advised guests of hotel services to maximise experience enjoyment.
Education
Bachelor's degree - Hotel
Bachelor of Hotel Management
Skills
- Telephonic etiquette
- Room rate calculation
- Customer Service
- Opera
- Hotel reservations
- Extranet Handling
- Day to day report update pick-up report and STR
Languages
English
Upper intermediate
Hindi
Proficient (C2)
Gujarati
Proficient (C2)
Affiliations
- Reading Books
- Photography and Video shooting
- Travelling and watching car vlogs.
Timeline
Reservation Agent
Grand Cosmopolitan Hotel
02.2024 - Current
Front desk receptionist
Courtyard By Marriott
12.2022 - 12.2023
Front desk receptionist
VITS Hotel And Resorts
02.2022 - 07.2022
Industrial trainee
The Lalit Laxmi Villas Place
05.2019 - 10.2019
Bachelor's degree - Hotel
Bachelor of Hotel Management
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