Summary
Overview
Work History
Education
Skills
Languages
Disclaimer
Hobbies and Interests
Timeline
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REENA THOUDAM

REENA THOUDAM

Imphal

Summary

As an experienced professional in hospitality and workplace management, boasting a Six-year track record of providing exceptional guest experiences. I am keen on exploring new avenues within administration, facility, and workplace management, aiming to leverage my expertise in these areas further.

Overview

7
7
years of professional experience

Work History

JIRA HELPDESK LEAD

Jones Lang LaSalle Inc
Bangalore
09.2024 - Current
  • Managed Help Desk Operations: Oversaw the seamless functioning of the help desk, addressing and resolving administrative and workplace-related queries, feedback, and suggestions from global teams to enhance employee experience
  • Vendor Liaison: Established effective partnerships with key vendors, including those for kitchen equipment maintenance, food and beverage services, and gift card programs, ensuring optimal efficiency and smooth operation of employee recognition programs
  • Food and Beverage Optimization: Played a pivotal role in optimizing food and beverage operations by enhancing offerings, planning menus, and strictly adhering to budget constraints
  • Guest Services Management: Provided oversight for guest services in the absence of team members, assisted with meeting room arrangements, and suggested local experiences
  • Offered alternatives and transparent explanations when requests couldn't be accommodated to maintain strong employee relationships

JIRA HELPDESK SPECIALIST

Jones Lang LaSalle Inc
Bangalore
07.2022 - 09.2024
  • Currently contributing as the Help Desk Specialist in the Facility and Workplace Experience team
  • Responsible for overseeing the global ticketing process, as well as maintaining high-value metrics and analytics
  • Supervised Front Desk Operations and ensured quality guest service in absence of team member
  • Maintained responsibility for the accuracy of global offboarding requests for employee exit
  • Ensuring to support the Atlassian Foundation Team with metrics of monthly donations from employees
  • Solely in charge of overseeing off-boarding procedures for employees in India, ensuring timely submission of off-boarded employee list to Uber admin and guest service teams to retrieve access cards and deactivate Uber access
  • Effectively organized and prioritized multiple tasks with meticulous attention to detail, resulting in consistent completion of all assignments at the highest standard
  • Created training materials for new hires on the company's policies

FRONT OFFICE ASSOCIATE

Courtyard by Marriott Hebbal
Bangalore
02.2020 - 08.2021
  • Ensured high levels of guest satisfaction through actively monitoring and addressing comments or complaints
  • Supported Supervisor in creating detailed task breakdowns and formulating policies and procedures
  • Enhanced operational efficiency through close collaboration with Housekeeping and multiple departments
  • Managed guest check-in and check-out processes, ensuring seamless and efficient guest experiences
  • Verified identification documents from guests before issuing keys or access cards
  • Maintained an organized front office area by restocking supplies as needed
  • Performed daily audits of front desk operations and ensured accuracy of financial records
  • Trained new hires on proper use of computer systems and other front office equipment
  • Resolved customer complaints in a timely manner to ensure customer satisfaction
  • Scheduled housekeeping staff according to occupancy levels
  • Prepared detailed reports related to guest feedback surveys and incidents at the hotel

FRONT OFFICE ASSOCIATE

Trident cochin
Cochin
06.2018 - 02.2020
  • Maintained high standards of safety, cleanliness, and department protocols to ensure guest satisfaction in the role of Front Desk Assistant
  • Provided excellent customer service by efficiently addressing inquiries, resolving complaints, and anticipating guest needs
  • Demonstrated professionalism and executed executive tasks to enhance the guest experience according to management's direction
  • Coordinated transportation services for guests when requested
  • Answered incoming calls in a friendly and professional manner
  • Provided information about the hotel's facilities, services, and nearby attractions to guests
  • Updated guest profiles in the computer system regularly to ensure accurate records are kept

Education

Bachelor of Science - Hospitality Management

Golden Regency Institute Of Hospitality Management
West Bengal
10.2018

Skills

  • MS Office
  • Google Sheets
  • OPERA PMS
  • JSM (Jira Service Management)
  • Confluence
  • Customer Relations
  • Active listening
  • Problem Solving
  • Team building
  • Time management abilities
  • Multitasking
  • Self-Motivation
  • Ability to work under pressure
  • Ability to adjust and work in a team environment
  • Quick learner
  • Positive attitude
  • Employee engagement
  • Event support

Languages

First Language, Intermediate (B1), Intermediate (B1)

Disclaimer

I do hereby solemnly affirm and declare that the contents of this resume are true and correct to the best of my knowledge. If I get a chance in your organization, then I will do the best to satisfy your entire requirement.

Hobbies and Interests

  • Listening to music
  • Travelling
  • Cooking

Timeline

JIRA HELPDESK LEAD

Jones Lang LaSalle Inc
09.2024 - Current

JIRA HELPDESK SPECIALIST

Jones Lang LaSalle Inc
07.2022 - 09.2024

FRONT OFFICE ASSOCIATE

Courtyard by Marriott Hebbal
02.2020 - 08.2021

FRONT OFFICE ASSOCIATE

Trident cochin
06.2018 - 02.2020

Bachelor of Science - Hospitality Management

Golden Regency Institute Of Hospitality Management

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REENA THOUDAM