Rubina Rana

510-***-**** ac4u1a@r.postjobfree.com

Summary Experienced hospitality worker with BHM in Hospitality Management, and over five years of experience working for companies, providing exceptional, personalized customer experiences, leveraging personal expertise in sales and customer service to increase customer engagement and sales. Responsible, knowledgeable and technically savvy with ability to run a hotel front desk, keep customer happy, and resolve conflict. Technical Skills Operating Systems PC, Mac OS

Application Software MS Office, POS Terminals

Language English, Nepali, Hindi

Why Hire Me?

Hospitality is all about the desire to provide service. Working in various companies has given me an opportunity to develop dynamic personality and become highly successful at juggling at multiple priorities while delivering superb service with a smile as well as offering professional excellence through persistence, sincerity, and hard work. In addition to my deep interest and pursued knowledge of hospitality industry, I display:

• Strong customer service and sales skills

• Disciplined, adaptive work ethic

• Initiative with minimal supervision

• Teamwork skills

• Creative, innovative, and reliable

• Exemplary planning and organizational skills

• Creative problem solving, conflict resolution

• Strategic thinking and decision making

• Exceptional verbal and written communication skills

• Attentive, organized, and prioritize task for efficiency Work History

July 2017 – Now Gallery Host Hyatt Place Downtown, San Jose CA

• Greet, register and assign room into the computer verifying reservation, address and payment information utilizing guest’s name at every opportunity

• Prompt, efficient, and courteous check-in and check-out of guests

• Make and confirm reservations

• Answer telephone calls courteously and efficiently following standards

• Listen to guest’s complaints or concerns and resolve their issue in a timely manner

• Promote the hotel brand

• Recommend top dining and entertainment options for the guest in the city area

• Prepare, set up, stock, take down, clean and provide quality beverages, which may include alcoholic beverages, and food products consistently for all guests by adhering to all recipe and presentation standards. Be familiar and knowledgeable with the operation of the POS system

• Assist guests with food orders and serve food and beverage items to guests in a friendly professional and timely manner. Maintains a clean, organized environment for guests by clearing tables during service

• Follow operational policies and procedures, including those for cash and credit card handling, safety and security and all other policies, procedures and standards to ensure we can consistently exceed the guests’ expectations

• Accept payment for guests’ accounts both at the time of registration and at checkout

• Maintain a house bank and make a deposit and accurate report of receipts daily

• Cash checks and exchange currency for guests

• Issue key to and control entrance of safety deposit boxes

• Follow all safety and sanitation policies and procedures

• Perform any other duties as assigned.

Feb 2016 – July 2017 Guest Service Agent Four Points by Sheraton, Pleasanton CA

• Greet, register and assign room, and issue keys to the guest

• Prompt, efficient, and courteous check-in and check-out of guests

• Make and confirm reservations

• Process payments for services rendered during a guest stay

• Answer telephone calls using correct salutations and telephone etiquettes

• Operate the switchboard to ensure efficient communication within, to, and from the hotel

• Resolve the guest’s issue in a timely manner

April 2015 – Jan 2016 Receptionist Bayhill Insurance, Fremont CA

• Answer telephone calls, take detailed messages

• Greet customers entering the establishment, determine nature and purpose of visit, and direct or escort them to specific destination

• Make appointments

• Processing the payments

• Handling paper works

Aug 2012 – Nov 2015 Guest Service Agent Radisson Hotel, Kathmandu, Nepal

• Greet guests in a friendly and professional manner according to hotel standards

• Prompt, efficient, and courteous check-in and check-out of guests

• Process payments for services rendered during a guest stay

• Route all calls appropriately and politely, take messages accurately, and handle fax transmissions appropriately

• Operate the switchboard to ensure efficient communication within, to, and from the hotel

• Engage each guest as a unique individual, and listen attentively to his or her requests

• Listen to guest’s complaints or concerns and resolve their issue in a timely manner

• Performs any additional tasks which are assigned by management Jan 2011 – July 2011 Trainee Hotel Istana, Kuala Lampur, Malaysia

• Learned new materials, processes, and programs quickly to maximize performance

• Shadow senior team members to learn all related jobs

• Accurate check-ins and check-outs of guests

• Answer the telephone in a timely and professional manner

• Greet the guest

• As a lobby ambassador welcome the guest, make them feel comfortable, help them check-in, and escort them to the room

• Worked independently under minimal supervision

Education

Bachelor in Hotel Management International School of Tourism and Hotel Management, Kathmandu, Nepal

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