Kartik Arora

• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Liaised with housekeeping staff to verify service and maintenance of hotel standards.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Prepared reports on guest satisfaction levels and other metrics.
• Monitored staff performance and provided feedback and guidance.
• Trained new staff members in customer service techniques and hotel operations.
• Implemented marketing and promotional initiatives to increase occupancy.
• Coordinated with vendors for repair and maintenance of hotel.
• Developed and maintained positive relationships with guests for satisfaction.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Enforced policies and procedures to increase efficiency.
• Stored guest valuables in safe and individual boxes for security.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Kept accounts in balance and ran daily reports to verify totals.
• Promoted hotel brand's loyalty program via social media, email and direct mail.
• Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.

A. Food Production Department

· I have completed my management trainee program in food and beverage production department; I worked in continental, Chinese, Japanese, Indian and tandoor.

· Check the quality of fruits, vegetables and meat items while receiving.

· Make sure all HACCP standards to be followed.

· Controlling of food wastages while preparing food.

· Maintain store and purchase records and made on daily basis.

· Following FIFO as per hotel guidelines.

· Coordinating with F&B head for menu engineering

B. Front office Department

· Participate in the customer reception and inform tourists about the conditions of stay: services offered by the hotel, rates of different activities, events etc.

· Assist in the management of reservations: record arrivals and departures.

· Maintain relevant information available to customers and sometimes play the role of tourist advisor on the potential places in the region to visit.

· Promote the activities offered by the hotel to tourists for commercial purposes.

· Establish invoices at the customer’s departure: price of the stay, meals, minibar consumption, excursions, hotel services and manage payments.

C. House Keeping Department

· Learning how to check rooms.

· Making sure that rooms meet hotel standards: tidiness, material available.

· Helping to organize the cleaning service schedule according to the occupancy rate.

· Supervising and helping with other services: luggage, front office, and restaurant.

· Welcoming clients.

· Answering requests with diplomacy.

D. Food & Beverages Services Department

· Worked in Banquet

· Learned how to do set up

· Setting up the buffet

· Preplated Services