Dhwani Seth
Victoria
Summary
Dynamic hospitality professional with extensive experience, excelling in customer service and team leadership. Proven track record in training development and enhancing guest satisfaction. Skilled in hospitality software and communication strategies, consistently delivering exceptional results and fostering a positive environment for both guests and staff.
Overview
9
9
years of professional experience
Work History
Front Office Supervisor & Weekend Manager
Best Western Plus Carlton Plaza Hotel
Victoria
04.2024 - 11.2025
- Supervised front desk operations to enhance guest check-in efficiency.
- Trained new employees on customer service standards and hotel procedures.
- Resolved guest complaints promptly to maintain high satisfaction levels.
- Coordinated with housekeeping to ensure timely room availability for guests.
- Monitored customer service standards to maintain high levels of guest satisfaction.
- Developed strategies to improve customer satisfaction levels.
Front Desk Agent
Best Western Plus Carlton Plaza Hotel
Victoria
04.2023 - 04.2024
- Greeted guests warmly and assisted with check-in and check-out processes.
- Resolved guest issues and answered phone inquiries to ensure timely and effective support.
- Processed reservations using hotel management software to ensure accuracy.
- Provided information on hotel amenities, local attractions, and services available.
- Collaborated with team members to create memorable guest experiences and improve satisfaction.
- Handled cash transactions and maintained accurate financial records daily.
Communications and Soft Skill Trainer/Voice coach
FULL Creative
Chennai
01.2021 - 12.2022
- Monitored and coached agents on grammar, pronunciation, and syllable stress.
- Provided consistent coaching and feedback to enhance employee performance.
- Developed training modules for improved customer service experience and conducted new hire training for recruits.
- Trained interns and facilitated mock chats and calls to provide personalized training experience.
- Developed action plans for the bottom quartile and ensured they move up the learning curve.
- Collaborated with operations team to enhance client and customer experience.
- Have worked on projects along with Quality Assurance team, developed modules and handled call/chat monitoring process.
- Handled recruitment process and collaborated with the HR team to work on an efficient recruitment system.
Communications and Soft Skill Trainer
Cure.fit
Hyderabad
09.2019 - 07.2020
- Developed and implemented multiple modules focused on enhancing customer service and communication skills.
- Conducted training sessions achieving an average participant rating of 3.94/4.0.
- Managed operations for cure.fit in Hyderabad.
STEP Associate
The Oberoi Group
Gurgaon
08.2016 - 05.2019
- Completed S.T.E.P program, working across diverse sectors of hospitality to develop a comprehensive skill set.
- Acquired hands-on experience over three years in key operational areas, enhancing versatility in hospitality operations.
- Transitioned between departments - Front Office, Housekeeping, Food & Beverages, and Kitchen - to broaden operational understanding.
Front Office Associate
Oberoi Gurgaon
05.2017 - 03.2018
- Developed strong expertise in guest relations and interactions, fostering positive experiences and loyalty.
- Streamlined guest experience through proficient navigation of Opera system, improving service delivery.
- Coordinated travel series including Taj Mahal series, Ganges Voyages, Polish Group, corporate and leisure groups, ensuring seamless experiences for diverse clientele.
Food & Beverage Associate
The Oberoi Gurgaon
08.2016 - 05.2017
- Mastered micros system to enhance order processing and service accuracy.
- Coordinated operations with managers to ensure seamless service delivery.
- Attended special beverage sessions with Pernod Ricard.
Education
Post Degree Diploma - Applied Tourism & Hospitality Management
Camosun College
Victoria, British Columbia03-2026
Bachelor's - tourism studies
Indira Gandhi Open University
06-2019
STEP Programme -
The Oberoi Group
05-2019
CBSE -
D.A.V Public School
Amritsar04-2016
Skills
- Front desk operations
- Hospitality systems
- Customer service
- Training design
- Team leadership
- Administrative tasks
- Microsoft Word & Excel
- Communication strategies
Awards
- Certificate of Proficiency, The Oberoi GROUP, 05/2019, Undergoing rigorous training with The Oberoi Group.
- Certification for communication strategies for virtual age, University of Toronto, 06/2020, Completing 4 weeks of online course from Coursera.
Languages
- English
- Hindi
- Punjabi
Timeline
Front Office Supervisor & Weekend Manager
Best Western Plus Carlton Plaza Hotel
04.2024 - 11.2025
Front Desk Agent
Best Western Plus Carlton Plaza Hotel
04.2023 - 04.2024
Communications and Soft Skill Trainer/Voice coach
FULL Creative
01.2021 - 12.2022
Communications and Soft Skill Trainer
Cure.fit
09.2019 - 07.2020
Front Office Associate
Oberoi Gurgaon
05.2017 - 03.2018
STEP Associate
The Oberoi Group
08.2016 - 05.2019
Food & Beverage Associate
The Oberoi Gurgaon
08.2016 - 05.2017
Post Degree Diploma - Applied Tourism & Hospitality Management
Camosun College
Bachelor's - tourism studies
Indira Gandhi Open University
STEP Programme -
The Oberoi Group
CBSE -
D.A.V Public School