Guest Relations & Center Management Professional
Resume:
Deeksha Thakur Kohli
****************@*****.***
D9/204, Sec-9 Chitrakoot, Jaipur - 302021
Experienced with customer service management, strategic planning, and problem resolution. Utilizes strong leadership skills to guide teams toward achieving service excellence. Track record of enhancing operational efficiency and driving customer satisfaction.
Skills
Brand representation
Service level agreements
Client retention strategies
Complaint handling
Customer relationship management
Team collaboration
Staff education and training
Records maintenance
Experience
Senior Community Service Executive
AWFIS SPACE SOLUTION, Gurugram
• Managed challenging client situations with professionalism, resolving issues and maintaining positive relationships.
• Monitored customer feedback closely to identify trends and implement corrective actions as necessary.
• Coordinated resources efficiently during high-volume periods, ensuring timely completion of all tasks without compromising quality.
• Conducted regular reviews of service performance metrics, identifying opportunities for process optimization.
• Cultivated a collaborative work atmosphere that fostered open communication and continuous improvement within the team.
• Coordinated events and promotions at the center, generating increased foot traffic and sales revenue through targeted marketing efforts.
• Collaborated closely with other department managers to align goals, share knowledge and boost overall center performance.
• Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates. 2016-11 - 2025-03 GUEST SERVICE ASSOCIATE
TAJ MAHAL HOTEL, New Delhi
• Deliver exceptional customer service by professionally receiving and responding to incoming telephone calls from customers and coworkers.
• Provide a strong knowledge of departments, services and events.
• Work as a team player in a dynamic and fast-paced environment.
• Perform basic data entry functions.
• Computer proficiency includes Word, Excel and Opera.
• Actively participate in training and development programs and maximize opportunities for self-development.
• Perform all tasks as directed by the Manager in pursuit of the achievement of business goals.
• Answers priority calls promptly, determines the nature of emergencies and accurately executes procedures contained in department manuals.
• Maintain records for each Guest Requests, Complaints, Preferences and Feedback.
• Highlight rooms with Children, Single Lady and Senior Citizens to provide immediate help in case of emergency.
• Maintain a wake-up call sheet and deliver all wake up calls on time.
• Take messages for Guests and Coworkers.
• Maintain record of all the Guest messages and faxes received.
• Generate revenue reports for the Telephone Department daily.
• Generate STD&ISD call reports for all the department’s monthly.
• Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
• Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
• Handled phone inquiries professionally, contributing to increased bookings and repeat customers.
• Assisted in training new team members, fostering an atmosphere of teamwork and collaboration among staff members.
• Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.
• Scheduled and confirmed restaurant reservations for guests. 2017-01 - 2020-01
2016-01
2014-01
Education
Bachelor of Arts
UNIVERSITY OF DELHI - New Delhi
SENIOR SECONDARY: HUMANITIES
Lal Bahadur Shastri Senior Secondary School - New Delhi SECONDARY: Humanities
Lal Bahadur Shastri Senior Secondary School - New Delhi Personal Details
Date of Birth: 31 May 1997 Nationality: Indian
Marital Status: Married Gender: Female
Details - Languages
• English
• Hindi
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