Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 3 years of guest service experience in hospitality industry.
Overview
3
3
years of professional experience
Work History
Guest Experience Expert
JW Marriott Marquis
06.2023 - Current
Interacting with Guest in an efficient, courteous and professional manner
Perform Night shift task like running Night, creating new micros, settling CC machines, CC reconciliation, closing city ledgers with proper backup
Monitor all inquiries for reservation and manage communication with clients for hotel rate and assist to increase revenue through occupancy
Maintaining a positive, empathetic, and professional attitude toward customers at all times
Effectively handled customer feedback
Knowing our products inside and out so that you can answer questions
Politely provide the details of guests with confirmed reservation
Ensured prompt resolution of any guest satisfaction concerns
Providing feedback on the efficiency of the customer service process
Anticipate guest needs and visitors needs whenever possible and to act proactively to provide them with the best possible hotel experience.
Provided training to newly hired staff members.
Front Office Agent
Courtyard by Marriott
10.2022 - 06.2023
Being able to perform all Front Office duties like check in and check out of guests, answering the phone according to etiquette
Review Front Office logs, Trace File and Credit Limit daily
Take initiative in absence of supervisor to ensure smooth operation
Familiar with room assignment for VIP in accordance to their preference and for any group arrival
Report any incidents of guest dissatisfaction or any glitches to manager or supervisor so that corrective measures maybe taken
Carryout cashiering duties like foreign currency exchange, paid outs, receiving check and bank transfer, sending payment link, etc
To maximize revenue by up selling rooms, suites and breakfast packages proactively and ensuring all that all the other services are charged for as/when applicable.
Front Office Associate/Internship
Crowne Plaza Dubai
10.2021 - 09.2022
Front Office Intern
TashiNamgay Resort
12.2021 - 08.2021
Education
Bachelor of Science in Hospitality Management & Administration -
Chitkara University
01.2022
Arts & Language -
Chukha Central School
01.2018
Skills
Patience and composure
Exceptional communication
Upselling strategies
Feedback implementation
Complaint Handling
Policy Adherence
Problem-Solving
Time Management
Attention to Detail
Multitasking
Excellent Communication
Organizational Skills
Active Listening
Effective Communication
Decision-Making
Additional Information
Thank you for taking your time to review my resume. I genuinely believe that my experience and education would make me a valuable asset to your organization. I'm particularly excited about the opportunity to learn more and how I can contribute to that effort.
Languages
English
Hindi
Nepali
Basic Korean
Additionalkeyskills
Advance Opera knowledge
Excellent listener
Leadership Qualities
Poised under pressure
Avid Multi-tasker & Creative Thinking
Exceptional Interpersonal Skills
Optimistic Approach
Personal Qualifications
Chitkara University, India, Bachelor of Science in Hospitality Management & Administration, 2019-01-01, 2022-01-01
Chukha Central School, Bhutan, Arts & Language, 2016-01-01, 2018-01-01
Personal Information
Title: Guest Experience Expert
References
Available upon Request
Accomplishments
Achieved top upseller for 2 months
Achieved top Enroller for 3 months
Trained newly hired associate
Completed Forbes Training
Timeline
Guest Experience Expert
JW Marriott Marquis
06.2023 - Current
Front Office Agent
Courtyard by Marriott
10.2022 - 06.2023
Front Office Intern
TashiNamgay Resort
12.2021 - 08.2021
Front Office Associate/Internship
Crowne Plaza Dubai
10.2021 - 09.2022
Bachelor of Science in Hospitality Management & Administration -
Chitkara University
Arts & Language -
Chukha Central School
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