ANJALI Kaloni
Pithoragarh
Summary
Confident and dedicated hospitality professional, seeking an opportunity as a Asst Guest Relations Manager where I can deliver exceptional service, contribute to guest satisfaction, and represent the brand with excellence. I aspire to utilize my skills in guest engagement and service recovery while gaining opportunities to explore diverse cultures and expand my global hospitality experience.
Overview
2
2
years of professional experience
Work History
Guest Relation Executive
Courtyard By Marriott Aravali Resort Faridabad
03.2024 - Current
- Welcome and escort VIPs, long-stay, and repeat guests; ensure all preferences are pre-arranged.
- Serve as the main point of contact for guests, addressing queries, feedback, and concerns promptly.
- Anticipate guests' needs and provide proactive solutions to enhance their stay.
- Coordinate with other departments (Housekeeping, F&B, Engineering, Spa) to deliver personalized service.
- Handle guest complaints and resolve issues in line with service recovery standards.
- Record guest feedback and escalate critical concerns to HODs
- Promote hotel services, facilities, and special packages to maximize guest satisfaction, and revenue.
- Actively enroll guests in the loyalty program (e.g., Marriott Bonvoy), and explain the benefits.
- Assist in organizing special occasions (birthdays, anniversaries, honeymoon setups).
- Maintain accurate guest profiles and preferences in PMS.
- Prepare daily VIP and special arrival reports
Guest Service Associate
Courtyard By Marriott Aravali Resort Faridabad
03.2023 - 03.2024
- Greet and welcome all guests with a professional and friendly attitude.
- Assist VIP, repeat, and long-stay guests by coordinating personalized experiences.
- Escort guests to rooms and explain hotel facilities, amenities, and services.
- Anticipate guest needs and act promptly to exceed expectations.
- Respond to guest queries, concerns, and requests with efficiency and courtesy.
- Escalate guest issues to supervisors/management when necessary.
- Follow service recovery guidelines to ensure guest satisfaction.
- Work closely with Front Office, Housekeeping, F&B, and other departments to deliver seamless service.
- Support the Front Desk team during check-in/check-out when required.
- Assist in preparing daily reports of VIP and special arrivals.
Education
HM Diploma -
Himalayan Institute of Hotel Management
01.2024
MSC -
Soban Singh Jeena University
01.2023
BSC -
LSMGPGC Pithoragarh
01.2020
12th -
GGIC Thal
01.2017
10th -
GHSS Masmoli
01.2015
Skills
Core Skills & Competencies
- Exceptional Communication Skills – strong verbal and written abilities with a guest-centric approach
- VIP & Long-Stay Guest Handling – delivering bespoke experiences to high-profile and repeat guests
- Personalized Service Excellence – anticipating guest needs with meticulous attention to detail
- Complaint Resolution & Service Recovery – turning service lapses into opportunities for guest delight
- Team Training & Mentorship – developing and motivating Guest Relations and Front Office staff
- Cross-Departmental Collaboration – ensuring seamless coordination with F&B, Housekeeping, Spa, and Sales
- Performance Monitoring & Team Motivation – driving high standards and consistent service delivery
- Conflict Resolution – effectively managing guest and internal team concerns with professionalism
- Property Management System (PMS) Expertise – proficient in Opera and related systems
- Upselling & Revenue Enhancement – maximizing revenue through suites, F&B outlets, and spa packages
- Online Reputation Management – managing guest feedback across Guest Voice, TripAdvisor, Bookingcom, and MMT
- Networking & Relationship Building – fostering long-term guest loyalty and brand advocacy
Achievements And Awards
Professional Excellence
- 🏆 Star Executive of the Month – 4 times
- 🏆 Star Associate of the Month – 2 times
- 🌟 Social Media Champion on TripAdvisor – 7 times
- 🌟 Guest Voice Champion of the Month – 12 times
- 🎯 Inter DTE Shooting Championship – 2019
- 🎖️ Director General Appreciation Certificate for Shooting – 2019
- 🎖️ NCC “C” Certificate – 2020
- 🌊 Asia Book of Records – Waterfall Rappelling, 2021
- 🌊 National Book of Records – Waterfall Rappelling, 2021
Timeline
Guest Relation Executive
Courtyard By Marriott Aravali Resort Faridabad
03.2024 - Current
Guest Service Associate
Courtyard By Marriott Aravali Resort Faridabad
03.2023 - 03.2024
HM Diploma -
Himalayan Institute of Hotel Management
MSC -
Soban Singh Jeena University
BSC -
LSMGPGC Pithoragarh
12th -
GGIC Thal
10th -
GHSS Masmoli