Roshni Sharma
Dubai,UAE
Summary
Experienced hospitality professional with expertise in guest reception, VIP services, and reservation management. Proficient in utilising reservation software, POS systems, and Microsoft Office to streamline operations and enhance guest satisfaction. Adept at handling high-pressure environments, resolving complaints effectively, and implementing upselling techniques to drive revenue growth. Skilled in event coordination, health and safety compliance, and maintaining exceptional guest relations through polished telephone etiquette and greeting protocols. Committed to delivering outstanding service while fostering a welcoming atmosphere for guests.
Overview
3
3
Languages
8
8
years of professional experience
Work history
SENIOR HOSTESS
Madame Tussauds
Dubai, UAE
12.2020 - Current
- Handled high-pressure situations calmly, delivering exceptional guest experiences.
- Supervised hostess team to ensure adherence to attractions standards and policies.
- Improved team efficiency through effective delegation and supervision.
- Streamlined communication between front-of-house and back of the teams for efficient operation.
- Implemented new procedures for greeting guests, enhancing their initial impressions.
- Facilitated smooth shift transitions by effectively handling handovers at the end of each shift.
- Maintained a professional appearance at all times, setting an example for junior staff members.
- Maintained a clean and hygienic work environment for health safety compliance.
- Resolved customer complaints promptly, ensuring high levels of customer satisfaction.
- Maintained clean and hygienic work environment for health safety compliance.
- Conducted staff training sessions for improved service quality.
HOSTESS
IMG World of Adventure
Dubai, UAE
10.2018 - 11.2020
- Enhanced guest experience by welcoming patrons warmly upon arrival.
- Escorted guests to their tables, providing detailed menu information.
- Maintained a clean entrance area, creating an inviting atmosphere.
- Addressed customer queries regarding menu options and services. and complaints, ensuring satisfaction.
- Checked coats and other personal belongings as per guest's request whilst ensuring their safekeeping.
- Handled customer queries and complaints, ensuring satisfaction.
- Worked in high-pressure situations whilst maintaining composure and professionalism.
- Assisted elderly or disabled guests from entrance to their seats, showing empathy and care.
- Provided excellent customer service to ensure repeat business.
- Kept reception area clean and organised to uphold professional office reputation.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Offered knowledgeable, friendly support to in-office guests.
- Monitored building security, updated logs and issued visitor badges.
- Set up office spaces, equipment and support services for client and team meetings.
Education
Bachelor's degree - Hospitality Management
Butwal Model College
Butwal 09/2014 - 09/2017
Skills
- Reservation software
- POS proficiency
- Knowledge of POS systems
- Cash handling
- Guest reception
- Reservation coordination
- Event coordination
- VIP services
- Upselling techniques
- Health regulations
- Effective multitasking
- Pressure adaptability
- Complaint handling
- Telephone etiquette
- Guest greeting etiquette
- Guest engagement
- Office proficiency
Languages
English
Fluent
Hindi
Fluent
Nepali
Native
Timeline
SENIOR HOSTESS
Madame Tussauds
12.2020 - Current
HOSTESS
IMG World of Adventure
10.2018 - 11.2020
Bachelor's degree - Hospitality Management
Butwal Model College
09/2014 - 09/2017