Anwesa Banerjee
Abu Dhabi,UAE
Summary
Experienced hospitality professional with extensive knowledge of hotel systems and reservation software, including Opera Cloud and Opera 5.0. Demonstrates exceptional decision-making aptitude and customer relations skills, effectively managing reservations and customer databases to enhance revenue-generating strategies. Adept at handling promotional campaigns and room upgrade proposals, while maintaining calm under pressure to deliver outstanding customer service. Career goals include leveraging product knowledge and admin assistance expertise to drive operational excellence in the hospitality industry.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Reservations Supervisor
Sofitel Abu Dhabi Corniche
Abu Dhabi, UAE
2025.01 - Current
- Liaised with other departments to ensure a coordinated service delivery.
- Coordinated group bookings efficiently whilst adhering to hotel policies.
- Implemented promotional strategies to drive bookings and revenue growth.
- Collaborated with sales and marketing teams, increasing hotel visibility and appeal.
- Managed the reservations department, improving customer satisfaction.
- Ensured smooth running of operations for enhanced organisational efficiency.
- Handled customer complaints professionally, retaining client loyalty.
- Prepared detailed reports on reservation trends to aid strategic decision making.
- Monitored room availability with precision, ensuring optimal usage.
- Trained new staff members, providing high-quality service.
- Conducted calls professionally and politely to maintain excellent service standards.
- Liaised with corporate booking agents to coordinate and update itineraries.
- Upsold guest experiences to maximise average booking value.
- Applied upselling strategies to achieve revenue increase through car hire and tour bookings.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Processed travel deposit and balance payments accurately, maintaining records of receipt.
Reservations Agent
Sofitel Abu Dhabi Corniche
Abu Dhabi, UAE
2023.02 - 2024.12
- Worked closely with front office staff for smooth check-in procedures.
- Dealt diligently with overbookings for reduced customer inconvenience.
- Escalated unresolved issues where necessary, ensuring guest satisfaction at all times.
- Improved customer relationships through handling complaints professionally and promptly.
- Provided accurate information about hotel amenities to potential customers, leading to increased bookings.
- Coordinated effectively with team members, resulting in improved performance.
- Managed complex bookings with attention to detail and professionalism.
- Collaborated with sales team to improve reservations process.
- Kept up-to-date records of bookings, ensuring accuracy at all times.
- Completed bookings and reservation amendments using hospitality property management software.
- Upsold guest experiences to maximise average booking value.
- Maintained product knowledge to provide accurate information on local tour services.
- Negotiated corporate reservation rates to meet client budget requirements.
- Managed high volumes of incoming calls using VoIP system.
Receptionist
Qatar Global Sports Event
Doha, Qatar
2022.09 - 2023.01
- Assisted with administrative tasks, improving overall functionality of the office.
- Handled appointment scheduling to ensure smooth daily operations.
- Completed data entry tasks whilst adhering to strict deadlines.
- Utilised multi-line telephone system to manage incoming calls effectively.
- Coordinated office supplies orders to keep necessary materials available at all times.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Maintained accurate and up-to-date records for smooth handovers.
Reservation Agent
ITC Royal Bengal & ITC Sonar, Kolkata
Kolkata, India
2021.11 - 2022.09
- Collaborated with sales team to improve reservations process.
- Kept up-to-date records of bookings, ensuring accuracy at all times.
- Improved customer relationships through handling complaints professionally and promptly.
- Implemented new strategies for better organisation of reservation data.
- Maintained calm under pressure whilst simultaneously handling multiple tasks.
- Assisted customers in the reservation process swiftly and accurately for enhanced satisfaction levels.
- Delivered high-level customer service for increased customer satisfaction.
- Coordinated effectively with team members, resulting in improved performance.
- Interacted professionally with clients to build rapport and trust.
- Assisted in customer queries resolution by displaying extensive knowledge of company's booking system.
- Escalated unresolved issues where necessary, ensuring guest satisfaction at all times.
- Communicated reservation confirmations to guests via post and email.
Guest service agent
Novotel Ibis Chennai OMR
Chennai, India
2020.01 - 2020.09
- Delivered excellent communication skills to resolve any queries or issues of guests.
- Managed hotel reservations for optimal room occupancy.
- Provided high-quality customer service for enhanced guest experience.
- Assisted guests in locating local attractions to enrich their stay.
- Prepared customer bills and processed payments upon check out.
- Facilitated check-in and check-out procedures for guests.
- Answered guest calls and resolved queries promptly and politely.
- Informed guests regarding events and announcements.
- Answered calls and routed to proper guest or department during switchboard operator absences.
- Greeted and checked-in guests promptly and professionally.
- Managed incoming calls effectively using switchboard systems.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
Education
Bachelor's degree - Hotel Management
Institute of Advanced Management
India 2017.06 - 2020.11
High School Diploma - Science
St.Joseph's School
India 2016.04 - 2017.05
Skills
- Decision-Making aptitude
- Hotel system knowledge
- Room upgrade proposals
- Promotional campaign awareness
- Customer database handling
- Revenue generating strategies
- Reservation software proficiency
- Customer relations
- Data entry expertise
- Reservation management
- Customer Service
- Calm under pressure
- Product knowledge
- Opera Cloud
- Opera PMS
- Admin Assistance
- MARSHA (Basics)
Languages
English
Intermediate
Hindi
Intermediate
Bengali
Intermediate
Accomplishments
- Best Supervisor for 1st Quarter 2025 -Sofitel Abu Dhabi Corniche
Certification
- Best Supervisor for 1st Quarter 2025 -Sofitel Abu Dhabi Corniche
References
References available upon request.
Timeline
Reservations Supervisor
Sofitel Abu Dhabi Corniche
2025.01 - Current
Reservations Agent
Sofitel Abu Dhabi Corniche
2023.02 - 2024.12
Receptionist
Qatar Global Sports Event
2022.09 - 2023.01
Reservation Agent
ITC Royal Bengal & ITC Sonar, Kolkata
2021.11 - 2022.09
Guest service agent
Novotel Ibis Chennai OMR
2020.01 - 2020.09
Bachelor's degree - Hotel Management
Institute of Advanced Management
2017.06 - 2020.11
High School Diploma - Science
St.Joseph's School
2016.04 - 2017.05