Mayank Karki

JW Marriott Hotel

Pune

01.2023 - Current

Implemented guest feedback surveys to analyze satisfaction trends, which helped shape improvements in hotel policies and services.
Facilitated smooth group bookings by coordinating room assignments, managing billing, and addressing specific needs.
Delivered prompt assistance during emergencies following safety protocols that ensured the well-being of guests.
Elevated team performance through regular training sessions on customer service best practices and hotel policies.
Maintained accurate records of guest reservations, payments, and preferences with attention to detail.
Contributed to revenue growth by upselling room upgrades, amenities packages, and other services as appropriate.
Contributed to staff development through mentorship programs that fostered talent retention within the organization.
Handled end-of-day reports, drawer balance and night audit.
Ensured seamless guest experiences by working closely with other departments such as catering or event planning teams for special events or conferences.
Handled guest complaints professionally, resolving issues effectively to maintain positive relationships and reputation for the hotel brand.
Assisted guests with special requests, ensuring a personalized and memorable stay experience.
Maintained high level knowledge of all hotel services offered to answer guest questions.
Handled customer complaints to satisfy and retain guests.