Pankaj Pandey
Dubai,UAE
Summary
Career Summary: To work among a strong environment, which is qualify me to a new experience, where I could apply my knowledge to achieve all objectives and plans. Seeking for a well-known establishment that could growth and improvement could be attained. Personable Receptionist successful in leading front desk public relations. Organized and efficient while providing exceptional service to clients. Outgoing and friendly Receptionist delivering customer service and administrative excellence in all facets of clerical support and public interaction. Excels in calendar management and scheduling, data entry and database administration. Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
Receptionist
Carlton Hotel Down Town
Dubai, UAE
09.2021 - 11.2023
- Greet Clint and set positive Hotel atmosphere
- Answer the telephone in a timely and professional manner
- Make reservation over the phone call
- Listen to guest's complaints or concerns and resolved their issue in timely manner
- Make Today Arrivals
- Do The checking & check out
- Run daily reports to check Reservations for accuracy and identify any special requests
- Oversee the shorting and distribution of Incoming mail
- Prepare outgoing mail (Envelops, Packages, Etc.)
- Organize bookkeeping and issue invoices
- Promote safe working environment
- Practice safe working hobbits, including bending and lifting appropriately to avoid necessary
- Performs any additional tasks which are assigned by management.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Provided clerical support to company employees, including copying, faxing and file management.
- Managed bookings using Booker software to schedule, cancel and re-arrange [Timeframe] appointments.
- Delivered front of house duties with warm and professional manner.
- Reduced waiting times through effective time and resource management.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Answered [Number]+ telephone calls per day, compiling detailed notes and promptly forwarding as required.
- Embodied company values through friendly and reliable customer service.
- Located information and records quickly to assist with ad-hoc queries.
- Acted as first point of contact for wide range of personnel.
- Prioritised tasks to maintain reliable service throughout peak times.
- Maintained accurate and up-to-date records for smooth handovers.
- Assisted with set up of ID card and access permissions following site security practices.
- Signposted other services where appropriate using industry knowledge and contacts.
- Took and communicated messages to minimise interruptions to staff workflows.
- Admitted guests into buildings to control site access.
Front Office
SH Hotels
Ras al-Khaimah, UAE
11.2017 - 09.2021
- Responsibilities
- Always greet guest in a friendly and professional manner according to the SH hotel standards
- Every day checking Departure Report
- Make Credit Card Report
- Make Today Arrivals
- Create Cashier Report
- Make Room Rate for the day
- Cerate Variances Report
- Create Night Balance
- Open New Date
- Create Manger report
- MIS Revenue Report
- Answer the telephone in a timely and professional manner
- Make reservation over the phone call
- Run daily reports to check Reservations for accuracy and identify any special requests
- Anticipate and address guest service's needs
- Listen to guest's complaints or concerns and resolved their issue in timely manner
- Promote safe working environment
- Practice safe working hobbits, including bending and lifting appropriately to avoid necessary
- Comply with the hotel SH Policies, Procedures and code of ethics
- Performs any additional tasks which are assigned by management.
- Reviewed front office log books and guest feedback forms to identify areas needing improvement.
- Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
- Maintained brand image by monitoring appearance, standards and performance of front office staff.
- Prepared revenue and occupancy forecasting to efficiently manage cash flow.
- Promoted brand loyalty scheme to boost repeat bookings.
- Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
- Used up-selling techniques to promote hotel services and facilities for higher profit margins.
- Enhanced guest experience by anticipating needs and preferences,resulting in fewer complaints.
- Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
- Collaborated with travel agents to respond to special requests for rooms and rates.
- Participated in interviewing and hiring of front office staff.
- Communicated room status information to housekeeping team for turnover.
- Prevented overspending by constantly monitoring budgets and payroll records.
- Generated reports and feedback for presentation to general manager.
- Kept focused on critical components of operations to drive guest satisfaction.
- Accepted and recorded vouchers, travellers cheques and other forms of payment.
- Encouraged mutual trust, respect and cooperation among team members.
- Handled inventory control for front office and stationery supplies, reordering low stock items.
Customer service representative
Aegis PVT Ltd
Delhi, India
08.2016 - 07.2017
- Handling billing related queries, complain, request
- Informing all type of charge details, like call charge, massage charge, internet charge
- Handled the complete Bill, including outstanding, currant bill information, internet charge, Massage charge, call charge, internationals charges for the all country
- Providing internet with high speed
- Handled call for technical error we provide trouble shoot for device
- Maintain our good customer services because India's best network Artel, we maintain our good Team
- Preparation of various reports for Team leader.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Boosted monthly sales revenue by skilfully promoting diverse product and service options.
- Processed high-value payments with meticulous accuracy.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Adhered strictly to policies and procedures for continued company compliance.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by [Number]%.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Managed [Number]+ daily calls, taking orders and escalated cancellations.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Assisted customers with additional retail services, including alterations, special orders and item loans.
- Maintained compliant documentation on [Software] for reliable company records.
- Processed inbound customer calls, providing information on service or product upgrades
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
Education
Bachelor of Arts - Social
DD University
India 05.2013 - 07.2016
Computer in Diploma - computer
J I College
India 10.2015 - 11.2016
Skills
- TRAININGS & SKILLS:
- Good competence in Computer application (MS Office, Word, Excel etc)
- I have knowledge Opera software
- I have knowledge Oracle software Also, I have knowledge IDS software
- Basic firefighting training done in
- 2018 (UAE)
- CORE COMPETANCIES:
- Developing &motivating others
- Driving & achieving results
- Initiative
- Team- work
- Quality & Service
- Commercial understanding
- Decision making
- TECHNICAL SKILLS:
- Troubleshooting
- Installation Windows
- COMPUTER SKILLS:
- MS-Office
- Outlook Express
- MS-Excel
- Word
- Internet
- Customer and client relations
- Multi-line telephone systems
- Health and safety procedures
- Travel coordination
- Strategic scheduling
- SIMs
- Active listening
- Security understanding
- Tech-savvy
- Meticulous and organised
- MS Office proficiency
- Email management
- Customer-service orientated
- High efficiency
- Multitasking and prioritisation
- Calendar management
- Correspondence distribution
- Customer service
- Document control
- Punctual
- RingCentral
- Inbox management
- Post management
- Multi-line telephone skills
- Professional and smart presentation
- Switchboard operation
- Rapport building
- Online triaging
- VIP guest experience
- Access control
- Transport coordination
- Certified Microsoft Office Specialist
- Office equipment operations
- Professional appearance
- Personable and outgoing
- Fast typing speed
- VisiPoint
Interests
INTERESTS AND HOBBIES: , Internet Surfing Listening to Music Reading BooksStrengths: Interruptions Planning Teamwork Good communication Inventiveness Knowledge of product
Additional Information
- Interested IN: Receptionist or Cashier
Languages
English
Fluent
Hindi
Native
Arabic
Beginner
Timeline
Receptionist
Carlton Hotel Down Town
09.2021 - 11.2023
Front Office
SH Hotels
11.2017 - 09.2021
Customer service representative
Aegis PVT Ltd
08.2016 - 07.2017
Computer in Diploma - computer
J I College
10.2015 - 11.2016
Bachelor of Arts - Social
DD University
05.2013 - 07.2016
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