Manisha Ghosh
Siliguri
Summary
Dynamic Guest Relations Executive with a proven track record at GHR Lakshmi Urbanblocks Infra LLP, excelling in customer relationship management and operational efficiency. Adept at enhancing service quality through staff training and feedback analysis, I bring strong communication skills and a commitment to delivering exceptional guest experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
GUEST RELATION EXEXUTIVE
GHR LAKSHMI URBANBLOCKS INFRA LLP
TELANGANA
01.2025 - Current
- Delivered high level of service to customers in effort to build upon future relationships.
- Kept organisation in compliance with regulations and internal requirements.
- Managed reception area and greeted guests upon arrival, offering immediate assistance to enhance their experience.
- Monitored guest feedback through various channels and implemented changes to improve service quality.
- Analysed guest surveys and online reviews to identify areas for service enhancements and staff commendation.
- Conducted regular training sessions for staff on customer service excellence and guest relations techniques.
FOOD & BEVERAGE EXECUITIVE
NOVOTEL IBIS CHENNAI OMR
Chennai
09.2023 - 11.2024
- Coordinate daily front of the house and back of the house restaurant operations
- Respond efficiently and accurately to customer complaints
- Deliver superior service and maximize customer satisfaction
- Organize and supervise shifts
- Appraise staff performance and provide feedback to improve productivity
- Control operational costs and identify measures to cut waste
- Create detailed reports on weekly, monthly basis
- Train the new and current employees on proper customer service and skills
- It’s a cluster property Novotel and Ibis with 159 and 182 keys property with All day dining The Square restaurant, Spice IT restaurant room service, NICO bar, hub bar and the banquets & Conference spaces, Spa floor, guest gym, In-house pool access for the guest in the Novotel
FOOD & BEVERAGE SUPERVIOSR
THE LEELA PALACE, CHENNAI, INDIA
Chennai
06.2023 - 08.2023
- Reporting to the restaurant RM or ARM
- Responsible for planning & coordinating with clients to resolve their concerns or needs
- Ensure profitability of operations and supervise all aspects of outlets
- Co-ordinate with supporting team for upkeep of outlet and operating equipment perfect working order through preventive periodic maintained and as applicable
- Educate the team in a positive manner and where they face difficulties and take trainings with the help of managers for all the team members
- Handlings operational functions like pre-shifts, staff briefings, making staff weekly roasters with manager’s approval and prepare annual vacation plans with all the staff requirements and shift management
- Organizing tests for staff on menu knowledge and practical training programs, to enhance their skills and motivating levels
- 326 keys property with All day dining restaurant, room service, one of the best & huge banquet space IN & OUT of the property, 1 bar and 2 signature restaurants, huge spa floor, 1 gym, separate IRD area for VIPs in-house and 3 lounges for long stayers and VIPS in-house
FOOD & BEVERAGE SENIOR GSA
RADISSON BLU PLAZA HOTEL HYDERABAD BANJARA HILLS, INDIA
Hyderabad
08.2021 - 05.2023
- Performed excellent levels of internal and external customer service
- Reconciled cash and credit card transactions to maintain accurate records
- Identify guest's needs and respond proactively to all of their concerns
- Appraising talented personnel. In addition, conducting staff meetings on a weekly basis
- Comply with all health and safety regulations
- Presently working at All Dining Restaurant name called CHILL & TERRACE from Radisson Blu Plaza hotel Hyderabad, totally we have 5 F&B Outlets those are… 1. All Day Dining Restaurant (Chill & Terrace) 2. In Room Dining, 3. Holly Basil (Asian Restaurant).4 Bar 41 (the bar). 5 Banquets
FOOD & BEVERAGE GSA
PRIDE PLAZA HOTEL KOLKATA, INIDA
Kolkata
04.2019 - 03.2020
- Reporting to the outlet supervisor or manager
- Handling guest request from restaurant and taking care their stay and comfortable at all their meals
- Working on guest feedback and achieving maximum number of positive feedback
- Maintaining good service and hygiene standards at guest service
- Following SOP of the organization strictly
- Doing different types of table setups with high standards to achieve guest satisfaction
- Anticipating the guest needs and doing an extra mile for delighting the guest
- Introduced shift checklist and found the most effective way to train new staff
FOOD & BEVERAGE GSA(PRE-OPENING)
SWABHUMI-RAAJKUTIR HERITAGE PROPERTY, Kolkata, INDIA
Kolkata
08.2018 - 03.2019
- Taking guest feedback towards the service and working to achieve feedback that is more positive and guest satisfaction by keeping record & preference
- Showing interest about work related things and how to learn from seniors
- Suggesting good things to the guest for more revenue
- Learning more Technics and training about how to up-sell the things
- Taking care about buffet food and cleanliness of the buffet area
Education
Diploma in hospitality certificate -
FRANKFINN INSTITUTE
06.2018
Higher Secondary School Education -
Board of W.B.C.H.S.E
01.2017
Secondary School Education Certificate -
Board of W.B.B.S.E
01.2015
Skills
- Ability to work independently
- Ability to work within a team environment
- Keen to progress and enhance my experience in business
- Confident to face challenges
- Work accurately under pressure
- Work efficiently under pressure
- People-oriented
- Team player
- Customer-oriented
- Excellent communication skills
- Well presented
- Knowledge of micros
- Knowledge of words
- Knowledge of Excel
- Knowledge of PowerPoint
- Knowledge of Outlook
- Good verbal communication skills
- Good written communication skills
- Technical skills
- Ability to deal diplomatically
- Willingness to learn
- Team facilitator
- Hard worker
- Flexible working style
- Ability to listen
- Ability to anticipate
- Customer-oriented service skills
- Interpersonal skills
- Customer relationship management
- Operational efficiency
- Staff training
- Revenue management
Certification
- Fratelli Wine Training, Swabhumi-Raajkutir, 2018
- Travelport Galileo GDS Basic & Advanced Course, 2018
- Employee of the Month, Pride Plaza Hotel, Kolkata, 2018
- Appreciation Letters from the F&B Department, Pride Plaza Hotel, Kolkata, 2018
- Certificate of Completion in Various Modules: Art of Great Service, Essential Bar Skills & Techniques, Essential Guide to Spirits, Responsible Service of Alcohol
Languages
- English
- Bengali
- Hindi
Personal Information
Hobbies and Interests
- Listening to music (All kinds of music).
- Helping my mother in cooking.
- Classical Rabindra Sangeet Dancing.
Timeline
GUEST RELATION EXEXUTIVE
GHR LAKSHMI URBANBLOCKS INFRA LLP
01.2025 - Current
FOOD & BEVERAGE EXECUITIVE
NOVOTEL IBIS CHENNAI OMR
09.2023 - 11.2024
FOOD & BEVERAGE SUPERVIOSR
THE LEELA PALACE, CHENNAI, INDIA
06.2023 - 08.2023
FOOD & BEVERAGE SENIOR GSA
RADISSON BLU PLAZA HOTEL HYDERABAD BANJARA HILLS, INDIA
08.2021 - 05.2023
FOOD & BEVERAGE GSA
PRIDE PLAZA HOTEL KOLKATA, INIDA
04.2019 - 03.2020
FOOD & BEVERAGE GSA(PRE-OPENING)
SWABHUMI-RAAJKUTIR HERITAGE PROPERTY, Kolkata, INDIA
08.2018 - 03.2019
Diploma in hospitality certificate -
FRANKFINN INSTITUTE
Higher Secondary School Education -
Board of W.B.C.H.S.E
Secondary School Education Certificate -
Board of W.B.B.S.E