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Hi, I’m
Ayushi Shukla
Bangalore
Summary
Client Account Management professional experienced in high-stakes relationship management and escalations. Achieved significant client retention and satisfaction through effective issue resolution and cross-functional coordination. Focused on delivering value in corporate Client Account Management or Customer Care roles.
Overview
2
Languages
2
years of post-secondary education
8
years of professional experience
Work History
The Indian Hotels Company LimitedBangalore
Assistant Guest Relations Manager
08.2024 - Current
Job overview
- Managed a portfolio of high-value VIP and corporate accounts for a 117-room luxury property, achieving and sustaining a 90%+ customer satisfaction score on Revinate and TrustYou platforms.
- Acted as the primary point of contact for key accounts throughout their full lifecycle — onboarding, in-stay engagement, issue resolution, and post-stay follow-up.
- Identified upsell and cross-sell opportunities (room upgrades, F&B, spa), driving ancillary revenue growth by effectively aligning client needs with appropriate offerings.
- Collaborated with Sales, F&B, and Operations teams to deliver seamless, personalised client experiences, coordinating multi-stakeholder communication across departments.
- Responded to client queries and escalations via social media and direct channels within a 2-hour SLA, converting dissatisfied clients into loyal, repeat accounts.
- Conducted root-cause analysis on client feedback trends weekly, implementing corrective action plans that minimized repeat complaints and enhanced satisfaction scores.
- Designed and delivered onboarding and training programmes for new team members, reducing time-to-competency and standardising quality across the guest relations function.
- Oversaw day-to-day operations of [Number]-room hotel with staff of [Number] employees.
ITC Rajputana, The Luxury CollectionJaipur
Senior Guest Relations Executive
06.2018 - 07.2024
Job overview
- Functioned as the primary contact for VIP accounts, guiding them through the entire client journey from pre-arrival needs assessment to post-departure retention follow-up.
- Managed end-to-end client relationships for a 216-room premium property, handling a diverse account base spanning corporate clients, high-net-worth individuals, and government dignitaries.
- Resolved complex client escalations with empathy and urgency, achieving high rates of issue-to-resolution and turning at-risk accounts into long-term advocates.
- Cultivated long-term client relationships through personalised engagement strategies, enhancing repeat visit rates and loyalty scores.
- Generated monthly client satisfaction reports and operational dashboards for senior leadership, informing actionable strategies for service improvement.
- Led front-desk operations and supervised a team of executives, aligning team capacity with demand forecasts to maintain consistent service delivery during peak periods.
- Collaborated with Sales & Marketing to identify account expansion opportunities, driving revenue targets through consultative upselling and client needs analysis.
- Designed recurring training curricula on client engagement best practices, CRM workflows (Opera PMS), and escalation handling for new hires and cross-trained staff.
Education
Amity UniversityNoida
Master of Arts from Journalism & Mass Communication
09.2024 - 08.2026
JRNV UniversityUdaipur
Bachelor of Business Administration
Skills
- Account Management
- Client Onboarding
- Retention & Renewal
- Upselling & Cross-selling
- Client Needs Analysis
- Customer satisfaction
- Escalation Management
- Client growth
- Stakeholder Communication
- Cross-functional Collaboration
- Process Improvement
- Team Training & Mentoring
- Operational Reporting
- CRM Systems
- Cloud-Based CRM
- Customer Feedback Tools
- Data-Driven Insights
- Reputation Management
- MS Office 365
- Google Workspace
- AI Tools
Awards
- "Rising Star" Award, Recognised for achieving the highest client satisfaction scores in the department, demonstrating consistent service excellence and long-term account relationship management.
- Certificate of Achievement, Co-create Agra by GoStops, 11/01/17
Why This Role
- "Rising Star" Award, Recognised for achieving the highest client satisfaction scores in the department, demonstrating consistent service excellence and long-term account relationship management.
- Certificate of Achievement, Co-create Agra by GoStops, 11/01/17
Languages
Hindi
First Language
English
Proficient
C2
Timeline
Amity University
Master of Arts from Journalism & Mass Communication
09.2024 - 08.2026
Assistant Guest Relations Manager
The Indian Hotels Company Limited
08.2024 - Current
Senior Guest Relations Executive
ITC Rajputana, The Luxury Collection
06.2018 - 07.2024
JRNV University
Bachelor of Business Administration
01.2023