Shashi Kumar
Guest Service Agent
Dubai
Summary
Well presented with exceptional customer service skills, experienced in working under pressure in a quick paced and fast-moving environment and having a passion for providing the highest standards of hospitality. Helpful and approachable manner but also commercially minded and having the ability to promote hotel facilities and always maximize sales opportunities. A quick learner who can absorb new ideas, communicate clearly and effectively.
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges, and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 7 years of industry experience.
Overview
7
7
years of professional experience
2016
2016
years of post-secondary education
Work History
Guest Service Agent
Anantara The Palm-Dubai Resort
04.2022 - Current
- Adherence to brand standards established by Anantara the Palm Dubai & Minor Hospitality
- Ensure all the guests receive warm greetings, assist the guest Check in / Check out
- Resolve all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service
- Train new GSAs and assist in daily operation
- Communicate with all departments to ensure guest expectations are exceeded
- Provide city and hotel information to guest personally or via phone, Pre arrival emails
- Assist the guests according to their needs, request & inquiries during their stay
- Ensure regular maintenance of the hotel facilities while keeping it up to the hotel's standard
- Gathered checkout guests' feedback on their stay and recorded detailed reviews for the management
- Promote hotels facilities and achieve the monthly upselling target to increase the hotel revenue
Guest Service Agent
Dukes The Palm a Royal Hideaway Hotel
05.2020 - 01.2022
- Ensure all the guests receive warm greetings, assist the guest Check in / Check out
- Handle guest complaints, report to manager if it's necessary
- Provide city and hotel information to guest personally or via phone, Pre arrival emails
- Assist the guests according to their needs, request & inquiries during their stay
- Order Office supplies and coordinate deliveries from outside vendors
- Ensure regular maintenance of the hotel facilities while keeping it up to the hotel's standard
- Gathered checkout guests' feedback on their stay and recorded detailed reviews for the management
- Assisting the Guest Experience Manager in replying to online reviews
- Handling all the VIP's arrival and arranging special amenities
- Promote hotels facilities and achieve the monthly upselling target to increase the hotel revenue
Guest Relation Officer
Dukes The Palm a Royal Hideaway Hotel
01.2019 - 05.2020
- Review arrival lists to welcome guests
- Attend to special guests (e.g
- VIPs) and answer their inquiries
- Help prepare welcome folders with collateral (e.g
- Room service menus, area descriptions)
- Provide information about amenities, area and venues and promote services
- Anticipate guest needs and build rapport with customers
- Offer assistance with certain tasks (e.g
- Confirming travel arrangements, taking messages)
- Address customer complaints and escalate to Guest Relation Manager when needed
- Record information in the logbook daily
- Ensure compliance with health and quality standards
Front Office Executive
Veda5 Ayurveda & Yoga Retreat
12.2017 - 01.2019
- Welcoming & Greeting all the Guests every time in a friendly and helpful manner and attempt to learn and use Guest's names at every opportunity
- Accommodate Guest's special requests whenever possible and assist in preregistration and room booking whenever necessary
- Stay up to date on Room Rates, Special Packages, Discounts and how to handle each & every query of the Guest
- To use the up-selling techniques in order to maximize the Rooms Revenue
- Being Knowledgeable of all the Credit cards and cashing Policies and How to Handle Cash properly and efficiently
- Be thoroughly aware of the Hotel Reservation System, and cancellation policy
- Maintain the Cleanliness of the Front Desk Area at all the Times
Education
Master Degree - Economics
Bachelor of Education - undefined
Bachelor of Arts - undefined
Skills
customer-oriented
Personal Information
- Date of Birth: 03/07/93
- Gender: Male
- Nationality: Indian
Honoursandawards
- 10/2022, Nominate for Anantara The Palm Dubai Resort, Guru Of the Month
- 08/2019, Dukes The Palm a Royal Hideaway Hotel, associate of the month Front Of House, August 2019
- 12/2019, Nominate for Dukes The Palm a Royal Hideaway Hotel, associate of the year 2019
- 07/2018, Veda5 Ayurveda & Yoga Retreat Employee of The Month July 2018
Timeline
Guest Service Agent - Anantara The Palm-Dubai Resort
04.2022 - Current
Guest Service Agent - Dukes The Palm a Royal Hideaway Hotel
05.2020 - 01.2022
Guest Relation Officer - Dukes The Palm a Royal Hideaway Hotel
01.2019 - 05.2020
Front Office Executive - Veda5 Ayurveda & Yoga Retreat
12.2017 - 01.2019
H.N.B. Garhwal University - Bachelor of Education,
H.N.B. Garhwal University - Bachelor of Arts,
Shri Dev Suman Garhwal University - Master Degree, Economics
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