Jahnvi Sonawale
Andheri East
Summary
Dedicated and guest-focused Guest Relations and Front Office Associate with experience delivering exceptional guest service in hospitality environments. Skilled in handling reservations, managing check-ins/checkouts, and resolving guest concerns efficiently to ensure a seamless experience. Adept at multitasking in fast-paced settings while maintaining professionalism and attention to detail. Proficient in opera with strong communication and interpersonal skills to build lasting guest relationships.
Overview
4
4
years of professional experience
Work History
Front Office Executive
Jw Marriott, Mumbai Juhu
Mumbai
12.2024 - Current
- Managed customer complaints and rectified issues to complete satisfaction.
- Prepared weekly reports summarizing customer service issues encountered during the week.
- Handled incoming calls professionally while providing accurate information about products or services offered by the organization.
- Maintained a clean reception area by tidying up furniture, magazines, and other items.
- Provided customer service support to clients over the phone and in person.
- Trained new front office staff, providing guidance on company procedures and customer service standards.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Maintained updated knowledge through continuing education and advanced training.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Front Office Associate
JW Marriott Mumbai Juhu
Mumbai
05.2023 - 12.2024
- Managed check-ins, check-outs, and reservations, ensuring seamless guest experiences
- Addressed guest inquiries and resolved complaints promptly to maintain high satisfaction levels
- Provided personalized recommendations on local attractions and services
- Maintained the front desk area, ensuring a welcoming and professional environment
- Utilized opera for efficient operations and reporting
- Built strong relationships with guests, contributing to repeat bookings and positive reviews
- Conducted seamless in-room check-ins for VIP guests, ensuring personalized service
- Organized room decorations for special occasions, such as anniversaries and birthdays, to enhance guest experiences
- Coordinated with housekeeping and concierge teams to fulfill unique guest preferences and requests
- Delivered exceptional service to high-profile clients while maintaining confidentiality and professionalism
- Assisted in pre-arrival arrangements, including special amenities and room upgrades
- Handled guest inquiries, complaints, and feedback, resolving issues promptly and efficiently
- Ensured the front desk provided a welcoming and efficient first point of contact for all guests
- Using upselling strategies to promote the hotel services and facilities
- Maintaining a friendly, cheerful and courteous demeanor at all times
- Takes responsibility in the absence of Duty Manager
- Associate of the months (March 2024 & November 2024)
- Won the best handwriting in inter-school and inter-college competitions
Intern
JW Marriott Mumbai Juhu
Mumbai
01.2021 - 06.2021
- Gained hands-on experience in all four core operational departments: Front Office, Housekeeping, Food & Beverage and Kitchen
- Assisted in guest check-ins, room inspections, and special requests in Front Office and Housekeeping
- Supported restaurant operations by taking orders, serving guests, and maintaining cleanliness
- Learned kitchen basics, including food preparation and presentation under chef supervision
- Developed a strong understanding of interdepartmental coordination to ensure seamless guest experiences
Education
Bachelor of Arts - International Hospitality and Tourism Management
Queen Margaret University
01.2023
Secondary School Certificate -
St. Arnold's High School and Junior College
01.2020
Higher Secondary Certificate - Commerce
St. Xavier's College
01.2018
Skills
- Relationship Management
- Teamwork
- Time Management
- Leadership
- Communication Skills
- Inventory Management
- Attention to detail
- Conflict Resolution Skills
- Guest Service
Languages
- English
- Marathi
- Hindi
Timeline
Front Office Executive
Jw Marriott, Mumbai Juhu
12.2024 - Current
Front Office Associate
JW Marriott Mumbai Juhu
05.2023 - 12.2024
Intern
JW Marriott Mumbai Juhu
01.2021 - 06.2021
Bachelor of Arts - International Hospitality and Tourism Management
Queen Margaret University
Secondary School Certificate -
St. Arnold's High School and Junior College
Higher Secondary Certificate - Commerce
St. Xavier's College
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