Dipanwita Dhali
Guest Relations Management Executive
Kolkata
Summary
Guest Relations Executive with 5 years in hospitality industry and unwavering passion for delivering excellence in customer experience. Superior skills in VIP guest management, front desk management, banquet hall management, overseeing all-staff efficiency and service quality, managing daily sales and productivity targets and acquiring professional customer feedback.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Guest Relations Executive - INOX Insignia
INOX Movies
Kolkata
05.2021 - Current
- As the shift in-charge my responsibilities includes managing a team of over 100+ people
- My work includes daily review of all team members, training of new candidates and ensuring that they meet the SOPs of the company
- Ensured that the unit meets the daily RPP (Revenue Per Person) targets even during COVID related downtime
- Apart from all the responsibilities at INOX Insignia, Bangalore, I also took charge of the bar and liquor inventory in South City, Kolkata.
- Overlooked the work of different departments such as maintenance and house keeping on a day-to-day basis including SOP management, checklists and log books
- My work includes ensuring optimum inventory levels, including budgeting for days of high demands and reconciling the day end cash register
- I take care of guest problems and coordinate with different departments to ensure guests enjoy their visit
Guest Relations Executive - INOX Insignia
INOX Movies
Bangalore
04.2019 - 05.2021
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
- Managed end-to-end experience for VIP guests including security arrangements, entry, F&B orders and exit.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Coached and developed team to improve soft skills and sales techniques.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
Guest Relations Executive - PVR Gold
PVR Cinemas
Bangalore
05.2018 - 04.2019
- Served as main point of contact for VIP guests and aligned different departments to meet individual requirements
- Managed team of 10 people including staff scheduling, daily briefing, motivating them to meet past targets and monitoring past performance
- Coached and developed team to improve soft skills and understanding of F&B offerings.
- Managed inventory of F&B, operations equipment and ensured minimum wastage
- Ensured high hygiene standards are met across the floor
- Motivated and rewarded employees to improve engagement
Guest Relations Executive - Front Office
Park Plaza (Part of Radisson Hotels)
Kolkata
08.2017 - 05.2018
- Managed bookings of banquet, rooms including large groups for weddings, seminars, conferences and other events, providing best available room rates
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Gathered feedback at checkout to identify areas of improvement.
Guest Relation Executive
Hotel Hindusthan International
Kolkata
03.2017 - 08.2017
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Described facility amenities to guests and gave them a tour of the property.
- Handled guests at Myth (a 24hr restaurant), took orders and served food.
- Managed end-to-end guest relations including room bookings and F&B orders. Set up services such as childcare, interpretation and dry cleaning.
- Checked documentation and corrected issues in prompt fashion.
Education
BBA - English Literature
Monad University
NCR, UP 04.2013 - 03.2016
Diploma - Aviation, Hospitality & Travel Management
Frankfinn Institute of Air Hostess Training
Camac Street, Kolkata 04.2016 - 03.2017
Skills
VIP guest relations
Team Management
Administrative leadership
Policy and procedure adherence
Problem Solving
Product and service sales
Timeline
Guest Relations Executive - INOX Insignia
INOX Movies
05.2021 - Current
Guest Relations Executive - INOX Insignia
INOX Movies
04.2019 - 05.2021
Guest Relations Executive - PVR Gold
PVR Cinemas
05.2018 - 04.2019
Guest Relations Executive - Front Office
Park Plaza (Part of Radisson Hotels)
08.2017 - 05.2018
Guest Relation Executive
Hotel Hindusthan International
03.2017 - 08.2017
Diploma - Aviation, Hospitality & Travel Management
Frankfinn Institute of Air Hostess Training
04.2016 - 03.2017
BBA - English Literature
Monad University
04.2013 - 03.2016