NEHA RANI
Bur Dubai
Summary
Experienced Front Office Shift Leader with over 3 years in hotel management. Skilled in utilizing PMS Opera to effectively oversee daily operations in a 700-room facility. Demonstrated ability to efficiently resolve guest concerns, ensuring their satisfaction. Proven success in training front desk staff, resulting in improved service delivery standards. Consistently enhancing guest satisfaction and operational efficiency. Excited to leverage expertise in supervision and guest relations to make a positive impact on a dynamic front office team.
Overview
6
6
years of professional experience
Work History
Front Office Shift Leader
HOTEL CITYMAX BARDUBAI
01.2024 - Current
- Utilized PMS Opera software to assign shifts and manage the comprehensive guest arrival and departure process, ensuring optimal room availability and occupancy.
- Supervised seamless guest check-in and check-out while addressing inquiries, complaints, and special requests with professionalism.
- Led and oversaw front desk staff during shifts, delegated tasks, monitored performance, and provide mentorship and support.
- Trained new front desk staff personnel on established policies and procedures,fostering continuous development within the frontdesk team.
- Compiled details shift reports, including occupancy rates, ensuring precise documentation of incidents and guest requests.
- Resolved escalated guest issues and complaints effectively while managing operational challenges or emergencies during shifts.
- Ensured strict adherence to health, safety, and security protocols, coordinating with security team to handle emergency situations efficiently.
- Managed inventory for 700 rooms, facilitating clear communication with housekeeping, maintenance, and other departments to optimize operations.
- Drove sales and maximized revenue by up-selling rooms and amenities.
- Motivated staff by setting goals, providing ongoing feedback, and rewarding and recognizing employees.
Front Office Associate
HOTEL CITYMAX BARDUBAI
03.2023 - 12.2023
- Processed guest arrivals and departures, guaranteeing smooth and efficient service delivery.
- Addressed guest inquiries while providing comprehensive information about hotel amenities and the local area.
- Managed and updated rooms reservations, cancellations, and modifications with attention detail.
- Handled guest billing, executed payment processing, and resolved discrepancies efficiently.
- Maintained accurate records of guest stays, transactions, and any special requests.
Customer Service Executive
SPICEJET PVT. LTD
07.2019 - 03.2022
- Oversaw and ensured comprehensive screening of passengers, baggage, and cargo for security compliance.
- Guaranteed adherence to aviation security regulations and protocols dictated by the Bureau of Civil Aviation Security.
- Responded promptly to security breaches and suspicious activities, managing emergency situations.
- Ensured compliance with airline policies, safety regulations, and security protocols.
- Coordinated with ground staff, cabin crew, and security teams to enhance passenger experience.
- Handled VIP and frequent flyer passengers with personalized services.
Customer Service Executive
VAYAMANIKA CONSULTANT PVT. LTD
02.2019 - 07.2019
- provided assistance and information to passengers regarding flights, bookings, and applicable travel policies.
- Supported passengers with check-in processes, boarding procedures and seat assignments.
- Upheld the airline's high service standards by consistently delivering exceptional customer care.
- Maintained the lounge's cleanliness and organization while ensuring all facilities were operational and well- maintained.
Education
M.COM -
CCS UNIVERSITY
01.2016
B.COM - undefined
CCS UNIVERSITY
01.2014
HSC -
MDV INTER COLLEGE
01.2011
Skills
- Experience with Opera PMS
- Front desk operations & reservations management
- Billing, invoicing & cash handling
- Multitasking in high-pressure environments
- Staff supervision & training
- Time management & organization
- Responsive to New Challenges
- Consumer Relations
- Team Collaboration
- Collaborative Teamwork
- Risk Assessment
- Thorough Detail Analysis
- Conflict Resolution Skills
- Facility Maintenance Management
- Workforce Skill Enhancement
Timeline
Front Office Shift Leader
HOTEL CITYMAX BARDUBAI
01.2024 - Current
Front Office Associate
HOTEL CITYMAX BARDUBAI
03.2023 - 12.2023
Customer Service Executive
SPICEJET PVT. LTD
07.2019 - 03.2022
Customer Service Executive
VAYAMANIKA CONSULTANT PVT. LTD
02.2019 - 07.2019
B.COM - undefined
CCS UNIVERSITY
M.COM -
CCS UNIVERSITY
HSC -
MDV INTER COLLEGE
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