Travel and Tourism
Rohan Purkait
Concierge/Receptionist Supervisor
Dubai,Dubai
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
6
6
Languages
Work History
Concierge Attendant
Facilities Management
2022.01 - Current
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
- Assisted with luggage handling, valet services and concierge services.
- Created welcoming and comfortable environment for guests.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
Concierge Supervisor
Emrill Facilities Management LLC
2021.01 - 2022.01
- Implemented and developed ticketing support and phone systems.
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Handled customer complaints to satisfy and retain guests.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Implemented and developed ticketing support and phone systems.
- Conducted competitive research to understand best practices and potential differentiators.
Concierge Supervisor
Peerless Inn
2019.01 - 2020.07
Concierge
Middle Ton Inn
Kolkata
2016.01 - 2018.12
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Facilitated guest check-in and check-out processes to reduce wait times and increase guest convenience.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
Education
B.A - English Honors
Calcutta University
2015.04 - 2018.05
Diploma - Instrumentation
Overseas Industrial Technical Institute
2017.01 - 2018.05
QA/QC in Constructions and Instrumentation - undefined
Overseas Industrial Technical Institute
2017.04 - 2018.05
Diploma - Fire and Industrial Safety
Green World Academy
2019.01 - 2020.04
Skills
Ms Office, Outlook, Customer Service, Call Centre Agent, Supervisory, Team ManagementIntermediate in: Hardware, Sales, and Marketing, Floor Management
Guest experiences
Reservations management
Guest services
Telephone etiquette
Administrative support
Team Supervision
Bookkeeping
Hospitality service expertise
Cash Handling
Marketing
Travel coordination
Interests
Cooking
Guide
Music
Timeline
Concierge Attendant
Facilities Management
2022.01 - Current
Concierge Supervisor
Emrill Facilities Management LLC
2021.01 - 2022.01
Concierge Supervisor
Peerless Inn
2019.01 - 2020.07
Diploma - Fire and Industrial Safety
Green World Academy
2019.01 - 2020.04
QA/QC in Constructions and Instrumentation - undefined
Overseas Industrial Technical Institute
2017.04 - 2018.05
Diploma - Instrumentation
Overseas Industrial Technical Institute
2017.01 - 2018.05
Concierge
Middle Ton Inn
2016.01 - 2018.12
B.A - English Honors
Calcutta University
2015.04 - 2018.05