Bhavana Hadawale
Mumbai
Summary
- Passionate and confident individual with history of delivering outstanding customer service. Provides exceptional first impressions to guests. Works fast and accurately multi-tasking while maintaining positive attitude.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Guest Service Coordinator/Supervisor
ITC Grand Central A Luxury collection Hotel
Mumbai
12.2013 - 08.2024
- Maintains a friendly, cheerful, and courteous demeanor at all times.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Ensure that all concerned departments are informed in regards to room moves, no-show, early arrivals, special requests, repeat guest or other guest preferences.
- Trained new staff in guest service excellence, focusing on communication skills and problem-solving techniques.
- Upsold hotel amenities and services to enhance guest stays and maximise revenue.
- Processed guest payments using system, providing payment receipts, send feedback surveys.
- Managed reception phone calls, dealing with matters including bookings, enquiries and complaints.
- Run the night operations for the hotel, ensure proper closing of the day and delivery of the reports.
- Build strong relationships and liaise with all other departments especially housekeeping, reservation, IRD etc.
- Cross check all billing instructions are correctly updated.
- Ensure Front Office log book and hotel log book is always updated and actioned upon.
Shree Ganesh Pharmaceuticals
Front Desk Officer
Mumbai
06.2013 - 12.2013
- Attending all incoming and outgoing calls.
- Responsible for dispatching couriers,
mails and keeping a record of them. - Distributing inwards documents received.
- Arrange board rooms for meeting.
- Keep records of all visitors.
Front Office Assistant
Hotel Supreme Heritage
Mumbai
01.2010 - 05.2013
- Greet guests as they arrive at the hotel, and inquire about reservations.
- Check listed to verify reservation and provide guest with information on the check in procedure.
- Assist guests in checking in by taking and recording their contact information, and allotting rooms.
- Issue room keys to guests and educate them on their use and ensure that bellboy is available to escort them to their rooms.
- Assist guests with checkout procedures and arrange for required transportation.
- Answered incoming and outgoing calls, redirecting them to appropriate departments, enhancing communication flow.
- Responsible for dispatching couriers, mail, and C forms of foreigners, keeping a record of them.
- Responsible for payments of bills, handling petty cash, foreign currency exchange.
- Informing and promoting to the guest about the facility provided in our hotel.
Education
Basic Safety - STCW And STSDSD
Girik Maritime Academy
Navi Mumbai01-2025
Diploma - Aviation, Hospitality And Travel Management
Frankfinn Instiute
Mumbai07-2009
Bachelor of Arts - Geography And Economics
F G Naik College
Mumbai03-2008
Skills
- Time management
- Proactive learner
- disciplined
- team player
- Positive demeanor
Accomplishments
- Best Female Volunteer in 2007 for National service Scheme
- Best Groom Lady 2023-24 (ITC Hotel)
Certification
- Maharashtra State Certificate in information technology 2004
- National Service Scheme from 2005 to 2007
- Achieved 1st class in Civil Defense Jan 2007
- National Himalayan Trekking Expedition April-May 2013
- First Aid Course Nov 2009 and Jun 2022
- STCW and STSDSD Course Certificate Jan 2025
Languages
English
First Language
INTERESTS
- Traveling
- Listing to music
REFERENCE
- Charleston D'souza
Director Restaurants operations
P&O Cruises Australia
+919920484007 - Rashpal Padam
Front Office Manager
ITC Hotel
+919602623433 - Suvidha Dalvi
Duty Manager
ITC Hotel
+919833929216
Timeline
Guest Service Coordinator/Supervisor
ITC Grand Central A Luxury collection Hotel
12.2013 - 08.2024
Shree Ganesh Pharmaceuticals
Front Desk Officer
06.2013 - 12.2013
Front Office Assistant
Hotel Supreme Heritage
01.2010 - 05.2013
Basic Safety - STCW And STSDSD
Girik Maritime Academy
Diploma - Aviation, Hospitality And Travel Management
Frankfinn Instiute
Bachelor of Arts - Geography And Economics
F G Naik College