Kuldeep Rana
Abu Dhabi,United Arab Emirates
Summary
Energetic individual with knack for creating memorable experiences and resolving issues seamlessly. Proficient in communication and problem-solving, demonstrating strong ability to adapt to new environments. Aims to enhance guest satisfaction and contribute to positive atmosphere.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Guest Experience Expert
Marriott Hotel Downtown and Marriott Executive Apartments
Abu Dhabi
11.2023 - 07.2025
- Executed all check-in and check-out procedures with efficiency.
- Oversaw online and phone reservations to maximise booking opportunities.
- Informed customers of payment methods while verifying credit card details accurately.
- Maintained updated knowledge of local attractions to enrich guest experiences.
- Managed front desk operations, significantly enhancing hotel efficiency.
- Collaborated with housekeeping to ensure cleanliness standards in rooms and public areas.
- Registered guests by collecting essential information for accurate record-keeping.
- Executed tasks across both properties with meticulous attention to detail.
Front Office Executive
Sheraton Grand Pune
Pune, India
02.2023 - 10.2023
- Directed front desk operations, ensuring adherence to standard operating procedures.
- Conducted training and development program for team members to enhance service skills.
- Managed guest services including check-in, check-out, billing, and inquiries for VVIP guests.
- Assured exceptional service quality, resulting in high levels of guest satisfaction.
- Oversaw departmental roster and store requisition while implementing cost control measures.
- Maintained friendly and courteous demeanor to foster a welcoming environment.
- Supervised room inventory management to optimize availability.
- Coordinated planning and execution of special occasions such as birthdays and anniversaries.
Front Office Associate
Sheraton Grand Pune
Pune, India
11.2021 - 01.2023
- Perform all check-in and check-out tasks.
- Manage online and phone reservations.
- Inform customers about payment methods and verify their credit card data.
- Register guests collecting necessary information (like contact details and exact dates of their stay).
- Welcome guests upon their arrival and assign rooms.
- Provide information about our hotel, available rooms, rates and amenities.
- Respond to clients' complaints in a timely and professional manner.
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests' needs.
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests.
- Upsell additional facilities and services, when appropriate.
- Maintain updated records of bookings and payments.
Customer support executive
Teleperformance
Delhi, India
11.2019 - 04.2020
- Conducted thorough product knowledge training to provide accurate information.
- Implemented feedback collection system to improve service quality.
- Managed high-volume inbound calls whilst maintaining composure and professionalism.
- Balanced multiple tasks concurrently, achieving efficiency in operations.
- Collaborated closely with cross-functional teams to resolve customer issues promptly.
Sales executive
Policy Bazaar.com
Gurgaon, India
12.2017 - 10.2019
- Streamlined sales process to enhance operational efficiency and productivity.
- Developed customer loyalty with excellent customer service, leading to repeat business.
- Navigated challenging negotiations, achieving successful deal closure without compromising on profitability.
- Fostered a positive team environment, resulting in increased morale and performance amongst staff members.
Food and beverage server
Taj Hotels
Varanasi, India
06.2016 - 07.2017
- Maintained clean dining area for enhanced customer experience.
- Helped in bar operations when needed, ensuring seamless service during peak times.
- Adhered to health and safety regulations, maintaining a safe environment.
- Collaborated with kitchen staff for timely food preparation and delivery.
- Resolved customer complaints immediately, resulting in customer retention.
- Streamlined order taking process to improve efficiency.
Bartender
Sayaji hotels
Mumbai, India
08.2015 - 04.2016
- Resolved customer complaints promptly to maintain good relationships.
- Provided excellent service to customers, resulting in repeat business.
- Implemented new cocktail recipes by researching current trends in the industry.
- Developed rapport with regular patrons fostering a loyal customer base.
- Readied glasses, garnishes, ice and other bar equipment prior to opening hours ensuring readiness for service".
- Created an inviting atmosphere through friendly interaction with customers.
Education
B.H.M - Hotel Management
Uttrakhand Technical University
08.2012 - 07.2015
Intermediate - Science
GIC Bergani Pali
Tehri, Uttrakhand 04.2011 - 03.2012
High School Diploma - Base Education
S.v.m Inter College
Rishikesh India 04.2009 - 03.2010
Skills
- Reservations systems expertise
- Billing processing
- Scheduling software proficiency
- Multitasking skills
- Multi-line telephone operations
- Service-oriented mindset
- Proactive work ethic
Languages
English
Hindi
Custom
- 09/2022, Employee of the month
- 04/2023, Highest Upsell in the Quarter
- 05/2024, Highest Up seller of the year Room operations
Affiliations
- Travelling
Accomplishments
Employee of the month, Sheraton Grand Pune September 2022
Highest Upsell in the Quarter, Marriott Downtown Abu Dhabi 2023
Highest Up seller of the year Room operations, Marriott Downtown Abu Dhabi 2024
Certification
Completed Diploma in Hotel management of 370 Hours duration with 8 CGPA.
References
References available upon request.
Timeline
Guest Experience Expert
Marriott Hotel Downtown and Marriott Executive Apartments
11.2023 - 07.2025
Front Office Executive
Sheraton Grand Pune
02.2023 - 10.2023
Front Office Associate
Sheraton Grand Pune
11.2021 - 01.2023
Customer support executive
Teleperformance
11.2019 - 04.2020
Sales executive
Policy Bazaar.com
12.2017 - 10.2019
Food and beverage server
Taj Hotels
06.2016 - 07.2017
Bartender
Sayaji hotels
08.2015 - 04.2016
B.H.M - Hotel Management
Uttrakhand Technical University
08.2012 - 07.2015
Intermediate - Science
GIC Bergani Pali
04.2011 - 03.2012
High School Diploma - Base Education
S.v.m Inter College
04.2009 - 03.2010
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