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I am really passionate and strongly believe in providing 'Friendly customer services' which creates a positive impact on guests and helps in attaining high retention and customer satisfaction levels.
Some of the qualities i possess and skills gained working in Hospitality over the years include :-
• Possess excellent communication, interpersonal and conflict resolution skills
• Proven strengths in working within a team and multi-tasking
• Results-producing professional with an experience and accomplishment in
managing key client relationships
Manager on Duty (F/O)/Pre-Opening
The Desi Circle Cafe - Dubai, United Arab EmiratesManagementOctober 2017 - Now · 1 year and 4 months
The Desi Circle Café is a new venture launched in Dubai and I have been directly involved since its pre-opening to help with the Business Set-up, Setting SOP’s, hiring of staff, defining target markets, acquiring new customers, handling customer feedbacks, attaining loyal/repeat customers, handling day to day operations and managed a team of talented individuals. *Be fully involved operationally with high visibility in the day to day business *Create, maintain and encourage excellent customer and employee relations *Set SOP’s and systems to ensure smooth running of the business *Managing colleagues on shifts; Manning Breaks and delegating tasks *Set effective systems to ensure smooth work flow between Front Desk, Kitchen and Delivery team *Established a pro-active approach to selling, marketing and promotional activities *Motivated employees, conducted quarterly appraisals and ensured they were fully committed to making themselves and this business a success *Managed customer retention at high levels by handling customer feedbacks and complaints in a gentle and efficient manner and constantly training and ensuring overall team efforts *Managed business growth at good levels and still increasing day to day *Handling day to day operations, training new colleagues and delegating tasks
Jumeirah Beach Hotel - Dubai, United Arab EmiratesFront Office receptionMarch 2012 - October 2017 · 5 years and 9 months
Being a part of the Jumeirah group, I have gained immense exposure and confidence working within this multi-cultural environment and managed and lead a team of talented individuals at the Front Desk, Lounges and Guest Relations. *Managing rooms Inventory; Assigning rooms for arrivals and for the following day *Following up on room moves, Departures, Pending Traces, Guest emails *Managing colleagues on shifts; Manning Breaks and delegating tasks *Handling day to day tasks with accuracy and efficiency in aid of providing the highest level of customer service *In-Room check-ins for VIP’s, loyal guests and celebrities *Handling all queries and complaints of the guests in a gentle and efficient manner *Handled all guest requests and follow through to assure satisfactory outcome and compliance *Performing Cashiering functions incl. payments, refunds, foreign exchange, paid-outs etc. *Training new colleagues/recruits in performing various front desk operations *Achieving individual targets regularly with regards to the departmental goals *Ensuring to follow the high level of Jumeirah standards set at all times with numerous positive feedback from guests
Guest Services Agent
Courtyard by Marriott Mumbai - Mumbai, IndiaFront Office receptionJune 2010 - January 2012 · 1 year and 8 months
Inaugurated in 2010, I have been fortunate to be a part of this process and see the hotel grow on its merit. During my tenure here, I have performed varied front desk operations and have handled various eminent and loyal guests of the Marriott. *Greeted, registered, assigned rooms to guests and carried out smooth check ins and check-outs with accuracy and efficiency in aid of providing the highest level of customer service standards as set by the company *Handled the complaints and queries of the guests in a gentle and efficient manner; resolving them as per our empowerment guidelines *Balanced all cash, check, credit card and city ledger accounts through verification; Post and rebate room, tax and other miscellaneous charges to guest accounts. *Ensured free flow of communication with other departments to fulfill guest requests and room assignments to ensure the smooth operation of the hotel *Prepared lists for group check-ins, welcome letters and help set it up on their arrival for a smooth and quick check-in process *Carried out the rate variance, pm accounts, batch close as and when needed Apart from performing various other tasks as required by us, I have worked under these sections of the front office, offering personalized guest services:- Guest Relations – 2 months; Help set-up the guest relations Airport Representative – 2 months; Task Force
Bachelors in Hospitality Management (BHM)
AIMS (Archarya Institute of Management and Sciences) - Bengaluru, IndiaMarch 2006 - February 2010
Bachelors in Hospitality Management - Major in Front Office
Secondary Education, 10th to 12th Std.
Our Own English High School - Dubai, United Arab EmiratesJanuary 2001 - January 2003
SindhiNative or fluent100%
HindiNative or fluent100%
EnglishNative or fluent100%
- Customer relationship management
- Excellent conflict resolution skills
- Friendly Leadership & management skills
- Strong interpersonal and customer service skills