Customer Service Front Office
Resume:
SAILI THAKEKAR. ***, Hinal Residency, Dattamandir Road,
Dhanukarwadi, Kandivali (W). Mumbai - 4000067
********@*****.***
A dedicated individual who is an avid multitasker when it comes to overseeing daily operations in frequently busy settings. Adept at quickly accessing the guest needs and ensuring sufficient resources to maintain optimal guest service levels. Especially skilled at timely conflict resolution strategies.
SKILLS
Certified in Spanish-Speaking (beginner level), Learning French Language.
People Management.
Communication.
Organizing and Prioritizing.
Multitasking.
Streamlining Processes.
Highly self-motivated, flexible, and adaptable approach.
Able to thrive under pressure.
EXPERIENCE
DEC’19 – TILL DATE
Guest Relation Executive / Taj Mahal Palace and Tower, Mumbai.
Ensuring maximum In Room Check-in’s with traditional Indian welcome.
Expert communicational and interpersonal skills with ability to explain things clearly.
Ensuring outstanding customer care always by maintaining a friendly, cheerful and courteous demeanor at all times.
Effective time management and ability to complete the given tasks within the allocated time frame.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Taking heritage walk to tell guests about the hotel history.
Mar'18 – Apr’19
Senior Cabin Crew / Fly a deal Airline, Saudi Arabia.
Checking the passenger cabin for correct location and visual serviceability checks of all items of emergency equipment and reporting to the PIC that these checks have been carried out.
Responsible to ensure that the cabin crew delivers a high standard of safety, service, and the overall inflight customer experience.
The pre-flight briefing on emergency equipment and exits and bringing to the passenger’s attention the written instructions when these are provided.
Demonstrated all emergency equipment and procedures. Ensure passenger compliance with all safety requirements.
Complying with and ensuring that appearance of the Cabin Crew Members meets the requirements of the company.
Promoting a co-operative teamwork environment on board the aircraft.
Ensuring that all on board sales cash and receipts is accounted for and submitted at the end of each flight.
Direct the work of, resolve issues/problems and coach and counsel the team members to ensure a quality operation.
Mar'17 – Feb’ 18
Guest Relations Executive / ITC Maratha, Mumbai.
Welcoming guests during check-in and giving a fond farewell to guest while checkout.
Handling guest complaints and concerns in an efficient and timely manner.
Overseeing VIP guests, arrivals, and departures.
Coordinating and multi-tasking job duties in a busy environment.
Should possess detailed information about the Hotel, city as well as the competition.
Check on VIP reservations complete their pre-registration formalities.
Greeting guests as they enter and exit the hotel.
Collect Guest feedback during guest departure along with his likes and dislikes.
July'14 – Feb'17
Senior cabin crew / Go Airlines, Mumbai.
Service and safety to passengers during in-flight and on the ground position and report to inflight manager.
Provided comfort to all passengers throughout the flight.
Demonstrated all emergency equipment and procedures.
Ensured passenger compliance with all safety requirements.
Maintained cleanliness of the aircraft. Served meals and beverages during the flight.
Ensuring that all on board sales cash and receipts is accounted for and submitted at the end of each flight.
Able to ensure sales targets are met and exceeded beyond expectations.
Ensured that passengers with requests for needs or diet supplements are taken care of before flight
Mar’13 - Feb'14
Front Office Associate / JW Marriott, Mumbai.
Greeting, registering of the guests in a polite and resourceful manner.
Carry out Guest check-in and check-out activities.
Direct and accompany guests to different facilities and functions in the hotel
Issue registration in Opera & its resolution.
Handling Guest queries and complaints.
Ensure wakeup calls were handled on time and appropriately.
EDUCATION
2012
Bachelor of Commerce / Mumbai University Commerce.
Areas of study - Commerce.
2010
Completed Frankfinn Institute of Airhostess Training
2008
HSC (Commerce Stream) / Ghanshyam das Saraf Girl’s College, Mumbai.
Areas of study – Commerce
2006
SSC / Swami Vivekananda International School, Mumbai.
CERTIFICATION AND TECHNICAL PROFICIENCY
Certificate in Customer service from LinkedIn.
Certified on Galileo and Fidelio.
Certificate of completion of Tally 0.9 from NCIT.
Certified in First Aid, CPR Training.
Certified in DGR and AVSEC.
Property Management System (PMS): Micro
Worked on Opera, Guest ware.
MS-Office (MS Word, MS Excel, MS PowerPoint).
Basics, Internet, TALLY 0.9.
PERSONAL INFORMATION
Date of Birth: 11 September 1990.
Height: 5 ft 9 inches (175 cm)
Weight: 58 kgs
Languages Known: English, Marathi, Gujarati, Hindi, and Spanish (beginners’ level). French (beginners’ level)
Passport No: S9769191 (EXP:05/12/2028).
Hobbies: Travelling, Swimming, Sketching
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