Shabnam Ansari
Goa,India
Summary
Accomplished Guest relation executive experienced in improving business performance and reputation. Skilled in hospitality leadership, strategy and marketing to elevate hotel potential. Mentors and motivates high-performing staff to achieve first-class customer experiences.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work history
Guest Relation Executive
Novotel Goa Candolim
Goa, india
2022.07 - Current
- Contributed 100% increase in guest loyalty in every months by personalising relationships with customers to offer increasingly bespoke service.
- Recommended new technology to smoothen front office procedures, cutting check-in times.
- Anticipated and creatively tackled obstacles jeopardising guest experience, resulting in 100% 5 star recommendations on TripAdvisor.
- Expertly handled customers' objections, complaints and comments, ensuring feedback was promptly actioned prior to guests' departure.
- Improved and increased efficiency of future service by collecting and inputting relevant guest data onto booking system.
- Maintained brand advocacy by ensuring all guest requests were promptly catered to, inspiring team members to go the extra mile to deliver outstanding customer service.
- Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
Spa Guest Relation Executive
Novotel Hotel (Elle spa)
goa, India
2021.12 - 2022.07
- Managed guests' queries and reservations in person, online and by telephone.
- Updated clients on available promotions and discounts on offer.
- Resolved client issues and complaints calmly and effectively, continually seeking positive outcomes.
- Maintained impeccable levels of cleanliness in spa reception area for continued positive first impressions.
- Provided a warm welcome to guests, informing them of add on offers and events for elevated customer experiences.
- Greeted customers upon entry to establish warm and welcoming environment in line with brand standards.
Spa Receptionist
Renaissance Mumbai Hotel & Convention Centre
Mumbai, India
2015.04 - 2021.12
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Supported fire evacuations with clear communication and rigorous attendance checks.
- Managed bookings using Booker software to schedule, cancel and re-arrange appointments.
- Coordinated maintenance services to achieve fully-functional office space.
- Managed office inventory to ensure timely ordering and replenishment of low-level stock.
- Supported sales and marketing teams, including lead and campaign list building.
- Reduced waiting times through effective time and resource management.
- Screened and verified visitor IDs, maintaining security of personnel and office environment.
- Updated Salesforce records to improve data quality.
- Answered and helped resolve enquiries from clients, vendors and general public.
Education
Secondary School Certificate -
NATIONAL INSTITUTE OF OPEN SCHOOLING
india 2011 -
Higher Secondary Certificate -
Panna jr. college of science & commerce
MAHARASHTRA India 2013.06 - 2014.05
Skills
- Opera
- Opera PMS
- Reception management
- Complaint resolution
- Guest loyalty programmes
- Checkin/out procedures
- Complaint handling
- Cross-departmental collaboration
- VIP guest management
Languages
English
Fluent
Hindi
Fluent
Marathi
Advanced
Hobbies
• Reading books. • Dancing • Traveling
Timeline
Guest Relation Executive
Novotel Goa Candolim
2022.07 - Current
Spa Guest Relation Executive
Novotel Hotel (Elle spa)
2021.12 - 2022.07
Spa Receptionist
Renaissance Mumbai Hotel & Convention Centre
2015.04 - 2021.12
Higher Secondary Certificate -
Panna jr. college of science & commerce
2013.06 - 2014.05
Secondary School Certificate -
NATIONAL INSTITUTE OF OPEN SCHOOLING
2011 -