Sonali Dutta
Dubai
Summary
I am a fun loving, enthusiastic and dynamic individual seeking a position where I can put my exceptional efforts to make my guests happy by creating their experiences memorable, work smartly and enhance my communication & leadership skills which will be further developed and can be utilized in my future career.
Overview
8
8
years of professional experience
Work History
Reservations Agent
25 Hours Hotel Dubai One Central
12.2023 - Current
- Experience working with Opera & Opera Cloud PMS System
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
- Having a telephone operator background, I ensure to provide an exceptional call experience to all callers by being informed, efficient and intuitive during the call process.
- Possess a sales-oriented attitude, maximizing sales as per new promotions, as well as upselling all aspects of the hotel.
- Attention to details and able to prioritize tasks and handling heavy flow of emails.
- Reviewing reservation policies and procedures timely, identifying means of increasing productivity and efficiency within the reservations office.
- Communicating departmental improvement & training ideas to the Director of rooms and Reservations Manager & working together as a team to implement improvements.
- Assisting in reservation like online bookings (booking.com, Expedia, Agoda, FIT, TA bookings). Also taking direct bookings from hotel website/ ResaWeb.
- Handling cancellations & amendments of rooms in Opera cloud.
- Handling Booking.com & Expedia messages & reviews.
- Work closely and communicate effectively with the Front Office, Sales and Revenue Team to ensure smooth workflow and enhanced guests’ experience.
- Training new joiners about the core values of our hotel, hotel information and reservation SOPs.
- Adheres to all health, safety, fire, and bomb procedures and processes.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Processed payments securely while adhering to strict confidentiality guidelines regarding personal financial information.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
- Developed rapport with guests through personalized interactions, fostering loyalty and encouraging repeat business.
- Supported team members by sharing best practices for handling challenging customer situations effectively.
Telephone operator
25Hours Hotel Dubai One Central
01.2022 - 12.2023
- I ensure that all the guest requests are handled responsibly and coordinated with the respective departments to ensure smooth operations and guest satisfaction.
- Informing guest about the values and culture of Ennismore and knowledge them of Accor loyalty program and Ennismore our newly launched Disloyalty membership.
- Arranging special amenities for VIP guests, return guests, long staying guests and guest celebrating special occasion with us and ensuring that they are having an amazing stay.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained accurate records of calls placed and received.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Increased efficiency by adeptly using a multi-line telephone system while simultaneously logging call details into the database.
- Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.
- Improved call handling efficiency with thorough knowledge of company's products and services.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
Guest Service Associate
SURYAGARH JAISALMER
11.2019 - 04.2021
- Handling guest calls and taking the requests and food orders and coordinating with other departments to close the request on time and then take proper comments & feedback from the guest.
- Managed front desk operations, ensuring a smooth and pleasant guest experience.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
- Liaising with housekeeping and room service to arrange special amenities and room decorations for VIP guests, regular guests, and guest celebrating special occasion and ensuring that they are having an amazing stay.
- Representing a warm welcome to all the guest arriving at the hotel with welcome drinks, water & cold/hot towels.
- Giving show-arounds to the inhouse guests as well as the clients who visited to book the property as their event venue.
- Learned using IDS (PMS software). Updating guest profiles on IDS and Making C-Forms for foreigner guests.
- Making guest room keys and escorting guest to the rooms also giving property show-round to the guests, informing about the hotel services.
- Taking guest room service orders according to order taking SOP along with suggestions and upselling.
- Punching Room service orders properly by using IDS and coordinating with kitchen and service department.
- Taking guest car request, navigating the guest about the local area and informing about the hotel car services.
- Assisted in training new team members, fostering an atmosphere of teamwork and collaboration among staff members.
On Job Trainee in Front Office
Jaisalmer Marriott Resort and Spa
09.2018 - 11.2018
- I was mainly working in the At Your Service section of Front Office under the observation of the FO supervisor and Assistant Manager. I learned how to effectively take guest requests and also taking food orders adhering the Marriott brand standards and completing them with proper follow ups and guest taking feedbacks.
- Developed strong working relationships with trainees, fostering a supportive learning environment.
- Shadowed senior staff at front desk, gaining valuable insights into guest handling and room management strategies.
Intern in Front Office
Ramada Jumeirah Hotel Dubai
08.2017 - 01.2018
- I got basic training about all the sections of Front office which includes telephone operating, making C forms for foreign guests, reservations, concierge & front desk operations.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
Education
Bachelor of Hospitality Management -
Gurunanak Institute of Hotel Management
01.2019
12th degree - ISC
Holy Home School
01.2016
Skills
- Customer service
- Active listening and effective communication
- Attention to detail and problem solving
- Teamwork and Leadership
- Rate negotiation and Upselling strategies
- Skilled in Opera PMS
- Phone etiquette and computer skills
- Detail-oriented
- Active listening and complaint handling
- Rooms and Revenue Management
- Staff training and development
- First aid and CPR
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Interests
Travelling
Software
OPERA PMS
OPERA CLOUD
IDS PMS
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Reservations Agent
25 Hours Hotel Dubai One Central
12.2023 - Current
Telephone operator
25Hours Hotel Dubai One Central
01.2022 - 12.2023
Guest Service Associate
SURYAGARH JAISALMER
11.2019 - 04.2021
On Job Trainee in Front Office
Jaisalmer Marriott Resort and Spa
09.2018 - 11.2018
Intern in Front Office
Ramada Jumeirah Hotel Dubai
08.2017 - 01.2018
12th degree - ISC
Holy Home School
Bachelor of Hospitality Management -
Gurunanak Institute of Hotel Management
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