AVINASH SURESH GUPTA
DUBAI
Summary
Obtain a position as customer service representative, where my customer relations experience can be fully utilized to improve customer satisfaction and promote the company's brand name.
Customer-centric and detail-focused Front Office Executive with 8 years of experience overseeing fast-paced front offices in support of senior executive teams. Technologically savvy and personable professional with proven success at implementing new electronic processes for streamlined workflow and communication. Leads productive, loyal and confidential office teams in meeting and exceeding company and customer goals and objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Office Executive
Savoy Group Of Hotels
05.2019 - Current
- Company Overview: Savoy having furnished Service Apartment with having well Appointed 502 Rooms, All day Coffee Shop with Multi-Cuisine option, Gym and open view swimming pool
- Maintain a comprehensive and detailed record of 154 rooms using IDS software
- Respond the guest complaints or support request and conduct analysis on request rates to determine customer satisfaction
- Identify and pursue guest opportunities to improve processes, service and goals
- Handling guest emails, massage and special deliveries
- Night audit functions
- Auditing online channels and manage the bookings
- To ensure that incoming calls and outgoing telephone calls are handled promptly and courteously
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Increased customer service ratings through personable service.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Sr. Front Office Associate
Fortune Park Lake City
09.2017 - 04.2019
- Company Overview: 1st Ranking by ITC Hotel, having well appointed 46 Rooms and suites, 2 Luxury restaurants having pure vegetarian and Multi-cuisine option and the open view Swimming pool
- Developing relationship with guests and clients by providing maximum personalized guest service
- Taking check in outs and other procedures of the guest with smoothness
- Keeping a track of guest's account and folios regarding billing instructions
- Handling reservations of guest for present day and future bookings
- Solving the Guest grievances
- Handling Reservation booking and calls
- Ensuring smooth pick up and drops of guests from/to the airport on time
- Generating the night audit and reports
- 1st Ranking by ITC Hotel, having well appointed 46 Rooms and suites, 2 Luxury restaurants having pure vegetarian and Multi-cuisine option and the open view Swimming pool
Front Office Associate
The Orchid Mumbai
12.2015 - 09.2017
- Company Overview: Asia's first 5 star Eco Friendly Hotel, at the domestic airport having 372 Well appointed rooms and suites, 4 luxury restaurants having multi-cuisine options and Delicacies, spa, gym and swimming pool
- Taking the check ins, check outs and other procedures of the guest with smoothness
- Ensuring smooth pick up and drops of guests from/to the airport on time
- Taking the cash and log handovers from the previous shift, recording the transactions for the whole shift and settling all EDC machines at the end
- Tallying cash, credit cards sales (Batch) and preparing cash packets
- Updating of registration cards
- Follow up on departures control
- Developing relationship with guests and clients by providing maximum personalized guest service
- Keeping a track of guest's account and folios regarding billing instructions
- Asia's first 5 star Eco Friendly Hotel, at the domestic airport having 372 Well appointed rooms and suites, 4 luxury restaurants having multi-cuisine options and Delicacies, spa, gym and swimming pool
Education
Maharashtra board -
01.2015
Diploma - hospitality, travel and customer service
Frankfinn institute of air hostess
01.2015
Diploma - information technology
Yashwantrao Chavan Pratishthan's Academy Of Information Technology
01.2012
Skills
- MS Office
- Word
- Excel
- PowerPoint
- Outlook
- Internet Concept
- Property management systems
- Room assignment
- Issue handling
- Multitasking proficiency
- Administrative tasks
- Reservation management
Certification
Dubai Way Champian
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Arabic
Beginner (A1)
Timeline
Front Office Executive
Savoy Group Of Hotels
05.2019 - Current
Sr. Front Office Associate
Fortune Park Lake City
09.2017 - 04.2019
Front Office Associate
The Orchid Mumbai
12.2015 - 09.2017
Diploma - hospitality, travel and customer service
Frankfinn institute of air hostess
Diploma - information technology
Yashwantrao Chavan Pratishthan's Academy Of Information Technology
Maharashtra board -
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