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
Report Generation
Report Preparation
Data Management
Event Planning
Teamwork and Collaboration
Activity Coordination
Account Management
Sales Expertise
Service Standard Compliance
Interpersonal Skills
Guests Services
Email and Phone Etiquette
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 -