Gaurav Goswami
TEZPUR,India
Summary
Experienced in customer service and relations, specializing in upselling and reservation management. Proficient in IPM port mapping, DTCM, Opera, and Microsoft Office suite. Strong leadership and communication skills, adept at maintaining composure under pressure. Focused on enhancing operational efficiency and customer satisfaction through CRM systems and pre-opening operations.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Rooms Division Coordinator
Princess Cruises
Santa Clarita, USA
11.2023 - 02.2025
- Assisted Rooms Division leadership with emergency preparedness and compliance with safety standards.
- Ensured operational standards were met, addressing gaps impacting guest experiences.
- Promoted Princess Medallion Class products to enhance engagement and resolve concerns efficiently.
- Streamlined administrative processes by maintaining compliance databases and coordinating timely reports.
- Oversaw distribution of OCEAN devices for new joiners, updating relevant systems accordingly.
- Recorded departmental training, inspection, and compliance data in Division databases accurately.
- Maintained current knowledge of public health standards, ensuring adherence and reporting issues promptly.
- Shared best practices to optimize operations and ensured accuracy in timekeeping records.
- Enhanced team productivity with efficient delegation of tasks.
- Facilitated cross-departmental meetings for improved collaboration efforts.
- Oversaw daily operations ensuring consistency in quality and service delivery.
- Coordinated staff training sessions to enhance skills and knowledge base.
- Troubleshot potential problems before escalation, preventing major disruptions.
- Managed over 50 guest calls per day, and made sure all request have been taken care of in standard time frame.
Front Office Associate
Tamani Hotel Marina
Dubai, UAE
01.2014 - 01.2022
- Elevated guest experience by providing seamless and courteous service aligned with luxury standards.
- Anticipated guest needs, consistently exceeding expectations.
- Managed telephone communication processes to ensure effective service delivery.
- Collaborated across departments to maintain operational efficiency of telephone switchboard.
- Organized optimal workflows for efficient handling of calls, telegrams, and faxes.
- Managed front desk operations, ensured smooth running of daily tasks.
- Collaborated with housekeeping staff for efficient room allocation.
- Processed reservations over phone and email efficiently, provided timely confirmation to customers.
- Maintained up-to-date records, improved data accuracy.
- Communicated special guest requests to respective departments promptly, aimed at delivering personalized services.
- Facilitated early check-ins or late check-outs whenever possible to enhance guest experience.
- Updated room availability status on hotel software regularly, prevented double-booking errors.
- Arranged transport services for guests' convenience upon request.
- Enhanced customer service by promptly addressing guest queries and complaints.
- Showed initiative and willingness to take on new challenges, consistently seeking opportunities to learn and grow.
- Completed assigned tasks quickly and accurately, using strong time management and task prioritization.
- Resolved discrepancies related to Department of Tourism and Commerce Marketing.
- Managed over 50 calls per day, and made sure each guest request is attended in standard time frame.
Education
Bachelors - Hotel Management
MS Ramaiah College
Bangalore, India 01.2009 - 01.2013
Skills
- Customer service and relations
- IPM in port mapping
- Lotus Notes proficiency
- Upselling techniques
- DTCM expertise
- Microsoft Office suite
- Reservation management
- Fire safety protocols
- Opera software knowledge
- Pre-opening operations
- Leadership proficiency
- Customer relationship management systems
- Calm under pressure
- Communication skills
Certification
- Valid STCW.
- Valid US Visa.
- VALID CDC (Continuous Discharge Certificate)
- Valid SID.
- Wine Tasting.
REFERENCES
- Iulia, Rahmanova, Rooms Division Manager, lulika4@yandex.ru, Princess Cruises, California, USA
- Anil, Nair, Director of Rooms Division, anil.nair@tamanimarina.ae, Tamani Hotel Marina, Dubai, UAE
EDUCATION & INTERNSHIP
- Intern at ITC Sullivant Court, Ooty, India
- Worked in all the departments of the hotel in compliance with University guidelines.
- Intern at Sharjah International Airport, UAE
- Worked in Passenger Ground Service Department.
Languages
English
Fluent
Affiliations
- Hiking, Cooking, Listening to music.
Accomplishments
Heart Of The House
Issued by Tamani Marina Hotel · Feb 2021
Associated with TAMANI Hotel Marina
I was awarded the “Heart Of The House” award for my contribution to guest satisfaction.
Timeline
Rooms Division Coordinator
Princess Cruises
11.2023 - 02.2025
Front Office Associate
Tamani Hotel Marina
01.2014 - 01.2022
Bachelors - Hotel Management
MS Ramaiah College
01.2009 - 01.2013