Divyanshu Sharma
Service leader- Sterling Gir
Summary
Results-oriented service leader possessing first-rate communication, problem analysis and organizational skills. Adaptable professional with 5 years of experience in customer service and customer relations. Tech-savvy with proficiency in office equipment operations.
Overview
7
7
years of professional experience
Work History
Service Leader
Sterling - Gir
02.2024 - Current
- Evaluated customer service staff performance and provided constructive feedback.
- Use RMS to keep records of customer interactions, customer accounts, and file documents.
- Communicate with vendors regarding backorder availability, future inventory, and special orders.
- Conduct regular staff meetings to discuss customer service issues and potential solutions.
- Prepared daily sales reports by collecting and analyzing customer information.
- Inter department working to get smooth functioning which leads to overall customer satisfaction.
- Handling product and service questions, suggesting other offerings to attract potential customers- specially in house and local attraction outside the property activities for guests.
Sales Coordinator
Mementos By ITC Hotels - Ekaaya
08.2022 - 04.2023
- Worked as Sales Coordinator in the Pre-Opening team of Mementos by ITC Hotels, with 122 keys, 5 Signature Restaurants and more than 80000 Sq. Ft. Of Banqueting spaces.
- Responsible for coordinating internally with the sales & marketing team for Admin work , Mailing, Agreement contracts, Show around, BEO, OPERA, and Guest interaction.
- Skills :-Microsoft Office, OPERA, Sales&Marketing, Upselling, RCA.
- Setting up the SOP for Sales&Marketing of Mementos as a brand.
Cluster Manager
Tent City, Rann Utsav Rann Of Kutch
11.2020 - 02.2021
- Managed a cluster of 35 premium tents with the aim of guaranteeing guest's satisfaction and ensuring flawless service.
- Experienced the full range of responsibilities and duties with respect to event management.
- Honed communication skills and helped guests with their itinerary, basic needs, and gave guests a historical and cultural background and context to the festival and the location.
- Coordinated with senior managers and colleagues to facilitate an environment conducive to creating a pleasant stay and seamless backend processes
Room Attendant
Hilton Resorts And Spa Queenstown
04.2018 - 11.2018
- Prepared rooms and adhered to SOPs to enhance guests' check-in experience
- Maintained Hilton's service standard and consistency while delivering services to the guests
- Received maximum number of guest ratings for Housekeeping services during guest survey
- Provided directions, travel information, and other information including available services and points of interest to guests
- Trained 4 new bellhops in room maintenance, customer service skills, and cleaning tasks
Front Office Trainee
Taj Lake Palace
11.2016 - 12.2016
- Front Office Trainee April, 2018
- Learned front office responsibilities and skills, including making bookings, reservations, verifying guests' IDs, and handling relevant documents
- Interacted and assisted foreign clients with their queries and stay
- Collecting, tagging, handling, and delivering luggage
Education
MBA - Tourism And Event Management
Parul University
Baroda 04.2001 -
Bachelor of Science - Hotel Management
Pacific Institute of Hotel Management
Udaipur 04.2001 -
Skills
Complaint Resolution
Timeline
Service Leader
Sterling - Gir
02.2024 - Current
Sales Coordinator
Mementos By ITC Hotels - Ekaaya
08.2022 - 04.2023
Cluster Manager
Tent City, Rann Utsav Rann Of Kutch
11.2020 - 02.2021
Room Attendant
Hilton Resorts And Spa Queenstown
04.2018 - 11.2018
Front Office Trainee
Taj Lake Palace
11.2016 - 12.2016
MBA - Tourism And Event Management
Parul University
04.2001 -
Bachelor of Science - Hotel Management
Pacific Institute of Hotel Management
04.2001 -
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