ANKITA CHAKRABORTY
Kolkata
Summary
Experienced with managing guest interactions and addressing concerns efficiently. Utilizes interpersonal and organizational skills to enhance guest satisfaction. Track record of implementing effective solutions to improve guest experiences.
Overview
4
4
years of professional experience
Work History
Assistant Guest Relations Manager
JW Marriott Hotel
03.2025 - Current
- Enhanced guest satisfaction through effective communication and prompt resolution of inquiries.
- Developed training materials for team members to improve service delivery standards.
- Analyzed guest feedback to identify trends and implement service improvements.
- Managed front desk operations to ensure seamless check-in and check-out processes.
- Handled escalated complaints professionally while maintaining a calm demeanor under pressure.
- Assisted in training new team members, fostering a supportive work environment for professional development.
- Developed innovative ideas for enhancing customer loyalty programs, leading to increased repeat bookings over time.
- Collaborated with management to organize special events enhancing guest engagement experiences.
Guest Relations Executive
JW Marriott Hotel
10.2023 - 02.2025
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
- Coordinated with departments to ensure seamless service delivery for hotel guests.
- Managed guest feedback effectively, implementing necessary changes for continuous improvement.
- Maintained detailed records of guest preferences, enabling tailored service offerings during future stays.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Managed and improved customer service functions for reception and lounge areas.
- Proactively anticipated guest needs by maintaining up-to-date knowledge of local attractions and amenities.
Guest Relations Executive
The Imperial
04.2023 - 10.2023
- Implemented feedback mechanisms to gather guest insights and improve service quality.
- Developed and maintained relationships with frequent guests, ensuring personalized experiences.
- Oversaw front desk operations, guaranteeing accuracy in billing and check-in processes.
- Collaborated with various departments to ensure seamless guest experiences during their stay.
- Conducted thorough room inspections to maintain high-quality standards for accommodations.
- Coordinated special requests and personalized experiences for VIP guests.
Guest Relations Associate
ITC Rajputana
12.2021 - 04.2023
- Greeted guests warmly and courteously, demonstrating first-class, professional hotel values for positive customer experiences.
- Provided full hotel and facility tours to guests and directed them back to reception for further assistance.
- Arranged celebration and special occasion additions to guest rooms.
- Kept reception and lobby areas immaculately clean and tidy, delivering world-class first impressions.
- Carried out VIP guest research and profiling to best meet bespoke needs during hotel stays.
- Handled guest queries effectively and efficiently, offering expert advice on services and facilities.
- Handled guest complaints in a polite and friendly manner, providing effective solutions to maintain customer retention.
Education
Diploma -
Frankfinn Institute of Air Hostess Training
Kolkata, WB01.2019
Graduation -
Vidyasagar College
Kolkata, WB01.2017
Higher Secondary (XII) -
Bidhannagar Municipal School
Kolkata, WB01.2014
Secondary (X) -
Begum Rokeya Smriti Balika Vidyalaya
Kolkata, WB01.2012
Skills
- Adaptable in diverse situations
- Team Management
- Strong work ethic
- Microsoft Office
- Staff training and development
- Exceptional communication
- Strong leadership
- Upselling strategies
LANGUAGES
English
Hindi
Bengali
Disclaimer
I hereby declare that the particulars furnished above are true to the best of my knowledge and belief.
Timeline
Assistant Guest Relations Manager
JW Marriott Hotel
03.2025 - Current
Guest Relations Executive
JW Marriott Hotel
10.2023 - 02.2025
Guest Relations Executive
The Imperial
04.2023 - 10.2023
Guest Relations Associate
ITC Rajputana
12.2021 - 04.2023
Diploma -
Frankfinn Institute of Air Hostess Training
Graduation -
Vidyasagar College
Higher Secondary (XII) -
Bidhannagar Municipal School
Secondary (X) -
Begum Rokeya Smriti Balika Vidyalaya
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