Customer Service Manager

ALPITA PATEL

*** *** ****. ***: N-**. Parsippany. NJ. 07054.

Contact # 609-***-****

E-mail: ******.*****@*****.***

Summary:

• Experience in Hotel/Resort/ Customer Service/Administration (6-7 years).

• Strong problem solving skills and team player with firm work ethics.

• Enthusiastic about applying marketing principles to increase profits and generate new business.

• Managerial skills with sincere commitment to developing and maintaining loyal client base.

• Intelligent, hardworking, open minded, with multi-tasking abilities.

• Self-starter and Can-do attitude.

•

Education:

• Bachelor’s Degree in Hospitality Management. Sep’05-Dec’10

Stockton College of New Jersey. Pomona. NJ.

Experiences:

HOST - National Casino Marketing (NCM). Feb’13-Present

Atlantic City. NJ.

• Prepare training guide, NCM guest arrival report.

• Assist in meeting and preparation work needed.

• Maintains close ties with NCM guests through personal contact by phone and in person.

• Directing and controlling all front office activities. Training and management of all front desk employees.

• Co-ordinates different departmental functioning and manage on/off site events.

• Manage business travels arrangement for upper management and guests.

• Handle/book reservation for charter groups as well as for company’s meeting and party.

• Greets guests upon check-in/ check-out, in the resort and participates in special events.

• Process expense reports and payment of invoices from representatives and third party.

• Process expense report on a monthly basis.

• Uses sound judgment and makes good decisions in accordance with established comp guidelines.

• Handles difficult guests and situations in a calm, professional and prudent manner.

• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest

levels of integrity and honesty.

• Handling spas, dinner reservation, events, shows, and give away for guest and outside host.

• Provides management with information regarding comp status for quality gaming customers .

Frequent Guest Coordinator. Jan’11-Feb’13

Harrah’s Resort & Casino-Atlantic City. NJ

• Ensure proper functioning of Front Desk Clerks by assisting Front Office Manager/General Manager/VP’s in

preparing weekly schedule and maintaining proper documentation (time cards, disciplinary procedures, reviews,

etc.)

• Assists Hotel in the coordination of pre-registering VIP & frequent guests.

• Screening and redirecting all incoming calls and queries.

• Interviewing/screening candidates for new hire.

• Responsible for coordinating restaurant reservations, room reservations, car rental, transportation needs, and

professional services including but not limited to limousine service, golf reservations, and ordering flowers.

• Coordinates room service amenities and provides information and direction to local and area attractions.

• Handles housekeeping requests and booking health spa appointments and any other customer services as

required.

• Handles guest problems/complaints in a courteous and efficient manner.

• Provides management with accurate information regarding comp status for quality gaming customers.

• Training and management of all front desk employees.

Guest Service Representative - Front Desk/Room control. Feb’08-Dec’10

Harrah’s Resort & Casino-Atlantic City. NJ

• Consistently communicate with and implement VP requests.

• Handle processing of all hotel reservations, coordinate check in and checkout times with marketing, and schedule

luggage delivery and pick-ups.

• Maintain knowledge of hotel, community and special events in order to accurately provide guests with needed

information.

• Greet private charter groups and quickly find practical solutions for desirable results.

Pharmacy Technician. Mar’04-Feb’08

CVS Pharmacy-Absecon. NJ

• Assist pharmacists in labelling, filling and packaging of drugs and medications.

• Log drugs, type prescriptions, assist customers with insurance problem and make schedule for other technician.

SKILLS:

• Microsoft Office, PageMaker, LMS, and CMS, WordPerfect, Excel and Access.

• Administrative work, documentation.

References upon request.

Contact this candidate