Parmeet Singh Lamba
Guest Services Officer
Junnardeo,NJ
Summary
Professional in guest services with commitment to excellence and track record of enhancing guest experiences. Known for fostering collaborative team environments and consistently achieving outstanding results. Reliable and adaptable to evolving needs, with strong communication and interpersonal skills that drive positive guest interactions and satisfaction. Knowledge of hospitality standards and proficient in customer relationship management and team coordination.
Overview
7
7
years of professional experience
1
1
Certification
3
3
years of post-secondary education
Work History
Guest Services Officer
Coral Princess
07.2023 - Current
- Assuring to get the maximum output keeping in order for few major components
- 1
- Guest Satisfaction: Responsible to deliver guest services standard that meet or exceed guest expectation
- Provides a positive first & last impression to every guest through a welcoming greetings, identify their preference & anticipate guest need during each interaction
- 2
- Service Recovery: Responsible to Listen all the guest complaints & understand with empathy, showing genuine interest & ensure appropriate response & resolution without delay
- Swiftly resolve all the guest concerns and responsible to do a regular follow up with a guest
- 3
- Finance: Responsible to handle financial transaction with strong attention and ensure cash float is balanced accurately
- Accurately handles cash, cards payments or any foreign currencies transaction
- Responsibly access shipboard accounts, willingly providing guests with copies of folios on request & offer detailed explanation in response to any queries
- 4
- Strong Product Knowledge: Responsible to acquires a thorough knowledge of ship, procedures, onboard product, medallion class application, itinerary & port of calls in order to swiftly provide accurate information & answer to all guest questions & concern
- 5
- Safety & Compliance: Thoroughly understands & follows all Hotel Policies & Procedures relating to911 calls & ADA Alarms Promptly performs general emergency procedures duties as directed
Guest Services Officer
Regal Princess
12.2022 - 04.2023
- Assuring to get the maximum output keeping in order for few major components
- 1
- Guest Satisfaction: Responsible to deliver guest services standard that meet or exceed guest expectation
- Provides a positive first & last impression to every guest through a welcoming greetings, identify their preference & anticipate guest need during each interaction
- 2
- Service Recovery: Responsible to Listen all the guest complaints & understand with empathy, showing genuine interest & ensure appropriate response & resolution without delay
- Swiftly resolve all the guest concerns and responsible to do a regular follow up with a guest
- 3
- Finance: Responsible to handle financial transaction with strong attention and ensure cash float is balanced accurately
- Accurately handles cash, cards payments or any foreign currencies transaction
- Responsibly access shipboard accounts, willingly providing guests with copies of folios on request & offer detailed explanation in response to any queries
- 4
- Strong Product Knowledge: Responsible to acquires a thorough knowledge of ship, procedures, onboard product, medallion class application, itinerary & port of calls in order to swiftly provide accurate information & answer to all guest questions & concern
- 5
- Safety & Compliance: Thoroughly understands & follows all Hotel Policies & Procedures relating to911 calls & ADA Alarms Promptly performs general emergency procedures duties as directed
Front Office Supervisor/Night Auditor
The Marker Harborside Resort, Keywest, Florida, USA
07.2021 - 04.2022
- Assuring to get the maximum output keeping in order for few major components
- 1
- Guest Satisfaction: Responsible for ensuring the operations of Guest Services in an attentive, friendly, efficient and courteous manner providing all guest with quality service prior to and throughout their stay
- Received maximum no
- Of5 star tripadvisor reviews from guest and helped on improving guest satisfaction score
- 2
- Increasing Revenue: While settling the comfortability of the guest also ensuring to generate maximum revenue by achieving the upselling target
- Also responsible to prepare front office employee schedule according to business forecast, payroll budget guidelines and productivity requirement
- 3
- Training & Development: Conducting routine training that enables all associates to follow SOP’s and to have new ideas to increase our productivity
- Operate all aspects of Front Office Computer system including Opera, Micros, Nor1 and Kipsu
- 4
- Night Audit: Responsible to audit and reconcile all Front Desk and Food & Beverage Cashier’s work
- Input and update financial information into corporate communications network and keep management abreast of any unusual operational or financial events or deviation of policies or procedures
- 5
- Ensure correct and accurate cash handling at front desk
- 6
- Maintain required pars of all front office and stationary supplies
- 7
- Monitor all V.I.P’s special requests
- 8
- Manage online, phone and in person room reservations
- Welcome guests, check them in, distribute room keys and explain the hotels amenities
- Take payment from guest
- Respond to guest’s issue and complaints in a friendly and timely manner
- Got Promoted
- (Full Time)1 year under J1 Visa
Academic Counselor/Call Centre (Hospitality Courses Specialist)
Lovely Professional University, Jalandhar, Punjab, India
06.2020 - 04.2021
- 1
- Reviews prospective students application and directs them to the appropriate sources for guidance on course of study, financial aid, scholarships or other information
- 2
- Used to attend around hundreds of call on daily basis and ensure proper satisfaction of students, providing them all the details about hospitality courses, the core areas, job chances, university placement services etc
- 3
- Ensures that international applicants completed the required paperwork and meet applicable regulations
- 4
- Follow ups with students to verify any application issues, including discrepancies or missing information
- Also contact applicant references to verify information included on resumes, letter of recommendation and applications
- 5
- Worked collaboratively with other admissions counselors to review applicants, make final admission decisions and send out admissions offer
- (Full Time)11 months
Front Office Agent
Holiday Inn Orlando- Walt Disney World, Florida, USA
02.2020 - 03.2020
- 1
- Responsible to greet and communicate cordially with guest, promptly and professionally checking them in and out of the hotel
- Assist with pre-registration and blocking of reservations when necessary
- 2
- Accurately manage cash handling including receiving cash, checks and credit card information from guests for payment of hotel charges
- 3
- Review any reservation with special requests and work to block room accordingly
- 4
- Answer guest inquiries about hotel service facilities, hours of operations and details about Walt Disney World Parks
- 5
- As needed delivered guest items such as luggage newspaper, messages, packages, amenities or other items requested by guest or team members
- (Internship)2 months
Travel Consultant Trainee
Mystifly Consulting Pvt Ltd, Bengaluru, Karnataka, India
10.2019 - 01.2020
- 1
- Responsible to book flight tickets for passenger on request of travel agents by using Global Distribution System such as Galileo, Amadeus and Sabre
- 2
- Add special service request into passenger itinerary such as seat preference, meal preference, language or any other preference
- 3
- Worked on company's own product "My fare box" and "Mysticare" in order to maintain smooth flow of information between travel agents and us
- (Internship)4 months
Academic Counselor
Lovely Professional University, Jalandhar, Punjab, India
05.2019 - 08.2019
- 1
- The main job role was to convert inquiries into sales by answering inbound telephone calls as well as answering individuals in-person
- 2
- Responsible for counsel students regarding educational courses, scholarships offered, program selection, class scheduling, career and placement opportunities and residential and vendoring facilities offered by the university
- 3
- Awarded twice as "Caller of the Month" during work period
- (Part Time)4 months
Front Desk Intern
Hotel Dev International, Chhindwara, Madhya Pradesh, India
07.2018 - 08.2018
- 1
- Responsible for handling hotel front office and administration duties including greet the guest, answering phone calls, handling complaints, sorting & distribution mails and ensured the optimum comfort of all the guest in reception area
- 2
- Processed all guest check ins by confirming reservation in computer system, verifying guest identity, requesting form of payments, assigning rooms and issuing room keys in accordance with property policies and procedures
- (Summer Internship)2 months
Education
B.Sc - Airlines, Tourism and Hospitality
Lovely Professional University
07.2017 - 07.2020
Skills
- Leadership Abilities
- Strong Decision Maker
- Complex Problem Solver
- Team Building and Supervision
- Customer Friendly
- Innovative
- Service-Focused
- Guest Services
- Night Auditing
- Guest relations
- Complaint handling
- Professional appearance
- Cross-cultural sensitivity
- Tourism industry insight
- Strong interpersonal skills
- Customer service
- Computer skills
- Verbal and written communication
- Detail-oriented
- Flexible schedule
Certification
- May - June2022 - Centre of Maritime Training - Noida (DG Shipping Approved)
- Basic STCW Training
- - Personal Safety & Social Responsibilities
- - Personal Survival Techniques
- - Fire Prevention & Fire Fighting
- - Elementary First Aid
- - Security Training for Seafarer with Designated Security Duties
Languages
ENGLISH - Professional Proficiency
HINDI - Native Proficiency
FRENCH - Elementary Proficiency
SPANISH - Elementary Proficiency
Disclaimer
I, HEREBY DECLARE THAT THE ABOVE INFORMATION IS CORRECT AND BEST OF MY KNOWLEDGE AND BELIEF
Software
Opera - Property Management System
Shipstar - Ocean Management System
Ocean Hospitality
Saflock & Visionline - Key Programming
Kipsu & Crew Call Chat - Customer Engagement Program
Polar - Booking System
CMC - Compass Management Console
Sabre & Amadeus - Travel Booking System
AIMS - Assets Issue Management System
Timeline
Guest Services Officer
Coral Princess
07.2023 - Current
Guest Services Officer
Regal Princess
12.2022 - 04.2023
Front Office Supervisor/Night Auditor
The Marker Harborside Resort, Keywest, Florida, USA
07.2021 - 04.2022
Academic Counselor/Call Centre (Hospitality Courses Specialist)
Lovely Professional University, Jalandhar, Punjab, India
06.2020 - 04.2021
Front Office Agent
Holiday Inn Orlando- Walt Disney World, Florida, USA
02.2020 - 03.2020
Travel Consultant Trainee
Mystifly Consulting Pvt Ltd, Bengaluru, Karnataka, India
10.2019 - 01.2020
Academic Counselor
Lovely Professional University, Jalandhar, Punjab, India
05.2019 - 08.2019
Front Desk Intern
Hotel Dev International, Chhindwara, Madhya Pradesh, India
07.2018 - 08.2018
B.Sc - Airlines, Tourism and Hospitality
Lovely Professional University
07.2017 - 07.2020
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