NEHA LOHAR
Siliguri,India
Summary
Accomplished hospitality professional with expertise in front desk operations and reservation management, demonstrating exceptional customer service and interpersonal skills. Adept at conflict resolution and complaint handling, with a proven ability to multitask in fast-paced environments while maintaining attention to detail and professional presentation. Proficient in PMS systems such as Opera, with strong capabilities in team collaboration, cross-department coordination, and upselling. Committed to cultural sensitivity and guest personalization, enhancing service improvement through guest feedback interpretation. Career goal includes advancing in hospitality management, focusing on event coordination and special request handling.
Overview
5
5
years of professional experience
Work History
Guest Experience Expert
Four Points by Sheraton Bur Dubai
Dubai
09.2024 - Current
- Greeted and welcomed guests with a warm, professional demeanor, ensuring a positive first impression and smooth check-in/check-out experience.
- Resolved guest concerns promptly and effectively, maintaining high levels of satisfaction and brand loyalty.
- Assisted with special requests, room changes, and personalized services to enhance the guest experience.
- Coordinated with housekeeping, concierge, and other departments to fulfill guest needs and maintain service consistency.
- Handled guest inquiries in person, over the phone, and through digital platforms with professionalism and attention to detail.
- Maintained accurate guest records and preferences using property management systems (e.g., Opera, Fidelio).
- Ensured the lobby and front desk area remained welcoming, clean, and organized at all times.
- Supported team training and onboarding to uphold brand standards and deliver exceptional service.
Bar Attendant
Four Point by Sheraton
10.2022 - 09.2024
- Greeted patrons with a warm and friendly attitude, fostering a welcoming and comfortable environment.
- Expertly prepared a diverse range of alcoholic and non-alcoholic beverages, demonstrating creativity and attention to detail.
- Showcased in-depth knowledge of spirits, wines, beers, and cocktails; provided personalized recommendations based on guest preferences.
- Engaged customers in friendly conversations to enhance their experience and build rapport.
- Accurately handled cash transactions, processed payments efficiently, and balanced the register at the end of each shift.
- Collaborated with bartenders and service staff to ensure smooth, high-quality operations during peak hours.
- Organized and executed special events and promotions, contributing to increased bar revenue and guest engagement.
- Maintained a clean, organized, and fully stocked bar area, ensuring hygiene and readiness throughout shifts.
Food & Beverage Attendant
Rotana Group of Hospitality
12.2021 - 10.2022
- Warmly welcomed patrons, creating a friendly and inviting atmosphere that enhanced the overall guest experience.
- Prepared a wide variety of alcoholic and non-alcoholic beverages with precision, creativity, and attention to detail.
- Demonstrated strong product knowledge of spirits, wines, beers, and cocktails; offered tailored recommendations based on individual preferences.
- Engaged guests in genuine, attentive conversations to build rapport and elevate service quality.
- Accurately managed cash and card transactions, processed payments efficiently, and ensured end-of-shift register balance.
- Collaborated seamlessly with bartenders and service staff to maintain efficient, high-quality service during busy hours.
- Planned and executed special events and promotions, directly contributing to increased revenue and guest satisfaction.
- Maintained a clean, organized, and fully stocked bar area, consistently meeting hygiene and operational standards.
Food & Beverage Attendant (Industrial Trainee)
Sheraton Grand Palace
11.2020 - 03.2021
- Assisted in the setup and breakdown of dining areas, ensuring cleanliness and readiness for service.
- Greeted guests warmly and guided them through menu offerings, enhancing their overall dining experience.
- Took food and beverage orders accurately and relayed them promptly to the kitchen and bar.
- Served meals and drinks professionally, adhering to hygiene and safety standards.
- Responded to guest inquiries and requests promptly, ensuring high levels of customer satisfaction.
- Collaborated with kitchen and service teams to maintain smooth operations during busy periods.
- Handled billing and payment processes efficiently, ensuring accuracy and professionalism.
- Participated in daily briefings and training sessions to improve product knowledge and service skills.
- Maintained cleanliness of workstations, dining areas, and service equipment in accordance with hotel standards.
- Adhered to brand guidelines and service protocols, contributing to consistent guest experiences.
Education
High School Diploma - Arts
Naxalbari High School
IndiaDiploma - Hospitality
Eklabya Institute of Management
IndiaSkills
- Exceptional Customer Service & Interpersonal Skills
- Front Desk Operations & Reservation Management
- Verbal Communication & Active Listening
- Conflict Resolution & Complaint Handling
- Multitasking in Fast-Paced Environments
- PMS Systems (eg, Opera)
- Team Collaboration & Cross-Department Coordination
- Upselling & Product Knowledge
- Cultural Sensitivity & Guest Personalization
- Attention to Detail & Professional Presentation
- Time Management & Organizational Skills
- Guest Feedback Interpretation & Service Improvement
- Hospitality Etiquette & Brand Standards Compliance
- Event Coordination & Special Request Handling
Strength
- Strong communication and interpersonal skills with a guest-centric approach
- Effective team player with leadership potential and collaboration mindset
- Confident and goal-oriented with a focus on achieving targets under pressure
- Polite, approachable, and naturally helpful in guest-facing situations
- Flexible and willing to work in rotational shifts and dynamic environments
- Highly self-motivated with a proactive attitude and strong work ethic
Languages
Hindi
Proficient (C2)
English
Proficient (C2)
Nepali
Proficient (C2)
Bengali
Upper intermediate (B2)
Certifications and Awards
- Trainee Certificate, 4.5 Star Hotel (Sheraton Grand Palace)
- Trainee Of The Quarter
- Guest Voice Award
- Top Upseller Award
References
References available upon request.
Timeline
Guest Experience Expert
Four Points by Sheraton Bur Dubai
09.2024 - Current
Bar Attendant
Four Point by Sheraton
10.2022 - 09.2024
Food & Beverage Attendant
Rotana Group of Hospitality
12.2021 - 10.2022
Food & Beverage Attendant (Industrial Trainee)
Sheraton Grand Palace
11.2020 - 03.2021
High School Diploma - Arts
Naxalbari High School
Diploma - Hospitality
Eklabya Institute of Management
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