Ragini Jaiswal
MUMBAI,India
Summary
Dynamic and result oriented professional offering experience in Hospitality Industry across Hotels and Restaurants, Guest and Client Relationship Management, Quality Management and Training, currently functioning as Reservation Assistant. Proven ability in consistently streamlining operations by utilizing & implementing processes that meet company standards and Guest needs, thereby ensuring profitability, quality and excellent guest service. Hands on experience in developing procedures, service standards and operational policies. Proven ability to provide a high level of Customer Service surpassing market standards and maintain healthy relationship with peers. Exceptional interpersonal and communication skills. Good time management skills. Guest oriented telephone etiquette.
Overview
6
6
years of professional experience
Work history
Reservations Executive
Sahara Star Mumbai
2021.02 - 2022.02
- Analyze all guest and travel agent requirements through telephone and emails and recommend suitable options for all guest and assist to confirm all reservations.
- Ensure all incoming calls with courtesy and ensure efficient resolution of all guest inquiries for various hotel services and operations.
- Assist to make all room reservations and ensure maximize room revenue for all and ensure all reservation detail update on all computers within required operating procedures.
- Coordinate with sales department and manage all communication for group bookings and maintain all calendars for hotel and inform operation staff for same.
- Manage all incoming calls for reservation department and ensure response all queries and maintain professional relationship and atmosphere at all times.
- Develop and maintain professional relationships with all computer associate and supervise and inform manager of all issues and coordinate with call center to resolve same.
- Assist to book and block all rooms according to required standards and manage all special reservations and monitor all reservations and discounts.
- Manage all mails from guests and ensure response and completion of all guest requests and evaluate all reservation logbook and provide update on everyday basis.
- Ensure compliance to all security and safety standards on everyday basis and ensure optimal utilization of all resort software systems and maintain knowledge on all room types and its availability.
Reservations Assistant
Soho House Mumbai
2018.12 - 2020.09
- Check ins, check outs, arrange proper welcome for guest.
- Book and block all rooms according to required standards and manage all special reservations and monitor all reservations and discounts.
- To effectively handle all incoming calls and taking massages, transferring calls or dealing with email enquiries to booking and in line with mystery shop guidelines.
- To be commercially aware and able to offer recommendations on services. Keeping up to date with all promotions and special offers across the business.
- To complete all bookings in line with mystery shop guidelines.
- Assist the Front desk during his/her busy periods and breaks.
- Perform any other tasks as and when assigned by management.
- Accurate data entry, ensuring that all guest records are correctly inputted at all the times, without exceptions.
- Highlight VIP guests, guest with special needs, requests need to be updated on the PMS and information sent out to the necessary departments.
- All guest information collected needs to be stored in line of data protection.
- All turn way’s to be handled professionally and as per company’s policy.
Front Office Associate
The Westin Mumbai
2017.07 - 2018.06
- Meeting greeting the guest and also taking feedbacks so as to ensure them having a comfortable stay.
- Complete understanding and knowledge about the audit procedures.
- Complete knowledge about the hotel.
- Partner with and assist others to promote an environment of teamwork and achieve common goal.
- Ensure that all the operational standards set for all the processes are followed.
- Meeting the long stayers and taking feedbacks from them to ensure they having a Comfortable stay.
- Support all co-workers and treat them with dignity and respect.
- Ensure through regular monitoring of GSS and feedback, prompt, efficient and accurate service to all guests.
- Working in Service Express.
- Handling internal and external call, guest inquiries and reservations.
- Taking care of Business Centre, coordinating meeting and handling meeting room set-up and providing all essential service for a smooth flow of meetings.
Internship
Grand Hyatt, Mumbai
2015.11 - 2016.04
- Trained in all key areas of the hotel as part of on job training component of the hospitality studies curriculum.
Education
Degree in bachelors of Science - hospitality studies
Rizvi College Mumbai
Skills
Results-driven professional with extensive experience in the hospitality industry, specializing in hotel and restaurant operations Expertise in guest relationship management, quality assurance, and training, leading to streamlined processes that enhance profitability and service quality Demonstrated success in developing operational policies and service standards that exceed customer expectations Strong interpersonal and communication skills, complemented by effective time management and guest-oriented telephone etiquette
AI Enhanced
Languages
English
Hindi
Marathi
Custom Section
- Member of the disciplinary team at Rizvi hospitality management college
- Appreciation letter given by college for being a key member of the student council for the academic year 2015
Personal Information
Date of birth: 1 January 1995
Timeline
Reservations Executive
Sahara Star Mumbai
2021.02 - 2022.02
Reservations Assistant
Soho House Mumbai
2018.12 - 2020.09
Front Office Associate
The Westin Mumbai
2017.07 - 2018.06
Internship
Grand Hyatt, Mumbai
2015.11 - 2016.04
Degree in bachelors of Science - hospitality studies
Rizvi College Mumbai