Pratima Shukla
Head Hostess
Dubai
Summary
Dedicated and experienced professional with a passion for delivering exceptional guest experiences, safety, security, and customer service within the Food and Beverage industry. Seeking a rewarding position with a prestigious Airline where I can utilize my skills and expertise to contribute to the airline's renowned reputation for excellence.
Overview
5
5
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Head Hostess
Passion F&B Group
05.2023 - Current
- Ensured the highest standards of guest satisfaction through personalized interactions, anticipating needs, and resolving issues promptly
- Implemented and maintained stringent safety and hygiene standards in accordance with hotel policies and regulations
- Conducted regular training sessions for new staff members, emphasizing the importance of guest experience, safety, and security protocols
- Oversaw daily operations of the Food and Beverage department, ensuring smooth workflow and exceptional service delivery
- Implemented innovative strategies to enhance guest experience, including menu upgrades, special promotions, and themed events
- Monitored inventory levels, conducted regular stock audits, and coordinated with suppliers to ensure availability of high-quality ingredients
- Implemented and enforced safety and security protocols to safeguard guests, staff, and property
- Handled customer inquiries, feedback, and complaints with professionalism and efficiency, striving to exceed guest expectations at all times.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and successful service to patrons.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
- Oversaw the dining room layout and table settings, ensuring compliance with restaurant standards and aesthetics.
- Served as a liaison between guests and management in addressing concerns or special requests in realtime.
Trainer & Restaurant Supervisor
Esquire Hospitality
12.2022 - 05.2023
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Monitored participant workflow and behaviors throughout training process.
HOSTESS /Customer Service Team Leader
HYATT REGENCY
06.2022 - 12.2022
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
RESTAURANT SUPERVISOR
PACK N CHEW RESTAURANT
10.2020 - 06.2022
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Monitored health and safety standards to maintain a clean, safe working environment.
HOSTESS
HYATT REGENCY
07.2019 - 05.2020
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
INTERNSHIP
HYATT REGENCY
01.2019 - 05.2019
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
Education
High School Diploma -
S.B.S High School
Kolkata , India 04.2001 -
Associate of Science -
Adarsh Madhyamik School
Kolkata , India 04.2001 -
Bachelor’s Degree in Hotel Management & Catering Technology -
BBD University
Lucknow , India11.2021
Skills
Strong communication and interpersonal skills, with the ability to interact effectively with guests and colleagues from diverse backgrounds
Exceptional attention to detail and ability to multitask in a fast-paced environment
Sound knowledge of safety, security, and hygiene standards within the hospitality industry
Proven leadership abilities, with experience in supervising and training staff to deliver exceptional customer service
Safety and security protocols with ability to Problem-solving and decision-making
Excellent interpersonal skills
The ability to remain calm in emergencies or when dealing with difficult passengers
Diplomacy and tact
Good color vision and hearing
Certification
Food Safety Certification
Accomplishments
- Served guest in a positive way, received guest service award at Hyatt.
- Increased sales of the outlet by upselling
- Received Appreciation Letter During internship for contributing to good guest service
Physicalattributes
160 cms, 55 kgs
Presentemployment
Passion F&B Group, Dubai
Timeline
Head Hostess
Passion F&B Group
05.2023 - Current
Trainer & Restaurant Supervisor
Esquire Hospitality
12.2022 - 05.2023
HOSTESS /Customer Service Team Leader
HYATT REGENCY
06.2022 - 12.2022
RESTAURANT SUPERVISOR
PACK N CHEW RESTAURANT
10.2020 - 06.2022
HOSTESS
HYATT REGENCY
07.2019 - 05.2020
INTERNSHIP
HYATT REGENCY
01.2019 - 05.2019
High School Diploma -
S.B.S High School
04.2001 -
Associate of Science -
Adarsh Madhyamik School
04.2001 -
Bachelor’s Degree in Hotel Management & Catering Technology -
BBD University