Customer Service Front Office

Prabhjot Kaur

Email address - *************@*****.***

Contact No. +918*********

Professional Summary

Qualified Supervisor with 4 years of experience in Hotel Reservations and Loyalty Marketing Operations.

Highly effective and knowledgeable in process improvement, self-motivated with exceptional communication and computer abilities.

Skills

Proficient in the use of MS Office applications such as Outlook, Word and Excel.

Excellent interpersonal skills and demeanour.

Problem solving skills

Strong organizational skills and ability to multi task

Customer service

People-oriented

Excellent work ethic

Work History

The Oberoi Hotels & Resorts – New Delhi.

Room Reservations Associate: June’2015 to October’2016.

Senior Reservations Associate: October’2016 to October’2017.

Job Responsibilities:

To help guests with planning and booking reservations for hotels and helping with other hotel related information and queries.

Maintaining highest standards of professionalism while working though customer’s issues.

To upsell and promote relevant offers and packages to guests.

Keeping records about reservations, payments and other information related to hotels.

Currently working as a supervisor- Marketing Operations: October’2017 to present.

Job Responsibilities:

Developing marketing campaigns to promote/sell a product or services.

Handling queries related to Loyalty Programmes of the hotel.

Resolving all members’ complaints in a professional manner while prioritizing customer satisfaction.

Communicating clear expectations and goals to each team member.

Monitoring all incoming mails and answer or forward as required.

Preparing and comparing reports.

Handling all guests and internal complaints and inquiries in a courteous and efficient manner.

Maintaining positive guests’ interactions at all times.

Delivering the purpose, brand and providing exceptional guests services.

To generate sales and upsell services and products to guests and enhancing guests’ satisfaction.

Education

HIGH SCHOOL – Vidya Bharati School, Rohini, New Delhi.

GRADUATION – B. Sc in Hospitality and Hotel Administration from Delhi Institute of Hotel Management and Catering Technology, Lajpat Nagar, New Delhi (Year 2012 - 2015).

Certifications

Industrial training at Le MERIDIEN, New Delhi ( Dec 2013 – June 2014)

Key responsibilities:

Worked in close association with different departments in the Hotel and assisted them in their daily routine operations.

Understood the overall operations of the Hotel while specialising in four core departments.

Worked closely with front office managers and supervisors, food production, food and beverages and housekeeping department and learned their daily operations.

Declaration

I hereby declare that all the information is absolutely true to the best of my knowledge.

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