Pooja
Gurugram
Summary
Experienced Guest Relations Manager with over 3 years in resolving guest complaints and enhancing team collaboration. Specializes in implementing customer service policies that drive satisfaction and foster a welcoming environment. Focused on enhancing guest experiences through effective communication and conflict resolution.
Overview
3
3
years of professional experience
Work History
Guest Relation Manager
Signature Global
Gurugram
12.2025 - Current
- Addressed guest complaints promptly, upholding professionalism and service quality to enhance guest experience.
- Led daily operations of guest relations team, ensuring achievement of customer satisfaction goals.
- Identified potential operational issues affecting guest satisfaction and implemented solutions.
- Created and executed customer service policies and procedures for guest relations team to standardize service delivery.
Guest Relations Executive
BPTP
Gurugram
12.2024 - 12.2025
- Welcomed guests warmly to create positive first impressions.
- Assisted guests with inquiries and provided detailed service information.
- Collaborated with team members to improve customer service standards.
- Coordinated with housekeeping to ensure timely readiness of guest rooms.
Guest Services Supervisor
Radisson Blu Plaza Hotel, Delhi Airport
New Delhi
04.2024 - 09.2024
- Responded promptly to guest complaints, resolving issues with professionalism and ensuring a positive guest experience.
- Trained and mentored staff on customer service best practices and hotel policies, enhancing overall guest satisfaction.
- Collaborated with management to develop strategies for guest engagement initiatives, fostering stronger relationships with guests.
- Managed staff schedules to maintain adequate coverage during peak hours.
Guest Service Representative
Radisson Blu Plaza Hotel, Delhi Airport
New Delhi
10.2022 - 03.2024
- Resolved guest complaints professionally, ensuring continued guest satisfaction.
- Promoted guest satisfaction through enthusiastic and friendly interactions, fostering positive guest relationships.
- Delivered exceptional service through active engagement, effective listening, and strong interpersonal skills.
- Collaborated with departments to streamline processes and enhance overall guest experience.
Education
BBA - Business And Marketing
Chandigarh University
Chandigarh01-2025
Certificate Course - Hospitality
Frankfinn Institute of Aviation
Chandigarh 07-2022
High School -
Meritorious Residencial Sen. Sec. School
Mohali03-2021
Matriculation -
Govt. Sen. Sec. School
Shambhu Kalan03-2019
Skills
- Guest services
- Event coordination
- Vendor relations
- Relationship management
- Effective communication
- Conflict resolution
- Problem-solving
- Decision-making
- Time management
- Team collaboration
- Adaptability
Languages
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Punjabi
Upper Intermediate (B2)
B2
Timeline
Guest Relation Manager
Signature Global
12.2025 - Current
Guest Relations Executive
BPTP
12.2024 - 12.2025
Guest Services Supervisor
Radisson Blu Plaza Hotel, Delhi Airport
04.2024 - 09.2024
Guest Service Representative
Radisson Blu Plaza Hotel, Delhi Airport
10.2022 - 03.2024
BBA - Business And Marketing
Chandigarh University
Certificate Course - Hospitality
Frankfinn Institute of Aviation
High School -
Meritorious Residencial Sen. Sec. School
Matriculation -
Govt. Sen. Sec. School