Hotel Operations Manager and Customer Solutions

Rajan Sharma

407-***-**** • ***************@*****.*** • 16407 Nelson Park Dr, Apt 108, Clermont, FL 34714 PROFILE

Hotel operations professional with experience managing daily hotel activities, coordinating and supervising staff, handling guest services, maintaining room quality standards, and making sure operations run smoothly with a strong focus on customer satisfaction. Currently working as a Spectrum Customer Solutions Representative, helping customers understand their services, resolving concerns, identifying their needs, and building positive relationships that help retain customers. Strong communication, problem-solving, customer service, and team leadership skills. PROFESSIONAL EXPERIENCE

Hotel Manager, Quality Inn - Clermont, FL Nov 2016 – Nov 2025

• Managed daily hotel operations, including front desk, housekeeping, guest services, and overall property needs.

• Coordinated staff schedules, daily assignments, training, and follow-up to keep the team organized and the hotel running smoothly.

• Maintained room quality, cleanliness, and service standards to provide a comfortable experience for guests.

• Handled guest questions, complaints, and service concerns calmly and worked to find practical solutions.

• Built positive relationships with guests and staff while keeping customer satisfaction a priority.

• Managed supplies and inventory, communicated with vendors, and helped control day-to-day operating needs.

• Assisted with occupancy tracking, daily reports, cash handling, and other routine administrative responsibilities. Spectrum Customer Solutions Representative Feb 2026 – Present

• Handle customer calls and listen carefully to understand the main reason for the call, whether it involves pricing, service, billing, or another concern.

• Ask questions and have a natural conversation with customers to understand their needs, concerns, and overall experience with Spectrum.

• Review customers’ Internet, TV, and Mobile services and identify opportunities to improve their service or find a better fit for their needs.

• Discuss available offers and compare customer needs with current options to help find solutions that provide value and help retain customers.

• Work to save customers who are considering leaving by understanding the real reason behind their decision and offering appropriate solutions.

• De-escalate difficult customer interactions while remaining professional, respectful, and focused on a positive customer experience.

• Document customer conversations and account information accurately in company systems.

• Work with internal teams when needed to resolve more complex customer issues and provide timely solutions.

• Build rapport and trust with customers by listening with empathy, communicating clearly, and making each interaction feel personal rather than transactional.

KEY SKILLS

Customer Service & Relationship Building • Team Leadership & Staff Coordination • Problem-Solving & Decision-Making

• Hotel Operations • Customer Retention • Communication & Active Listening • Quality Control & Inspections • Time Management & Multitasking

EDUCATION

Bachelor of Commerce

Cost and Management Accountant (CMA)

Rajan Sharma 1

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