Summary
Overview
Work history
Education
Skills
Additional Information
Languages
Timeline

Roshan George

Vadodara ,Gujarat

Summary

Reliable Guest Service Agent with a strong background in hospitality and customer service. Positive attitude and interest in developing within the company. Keeps professional and friendly when speaking with customers over the phone and email.

Overview

10
10
years of professional experience

Work history

Guest Service Agent

AVANI Deira Dubai Hotel -5 Star
01.2021 - Current
  • To run the night reports and help prepare for forecasts and audits.
  • To Balance the cash drawer and log receipts
  • Handling customer requests and complaints and directing other employees or departments accordingly.
  • Escorting Group Check In and Check Out.
  • Handled customer check-outs by processing payments, obtaining room keys, proactively asking for feedback and calling taxis.
  • Handled guest complaints rationally, calmly and professionally, providing intelligent solutions to maintain guest satisfaction.
  • Checked room availability and calendar bookings to schedule reservations for incoming guests and provided itineraries.
  • Registered guest information on the hotel database to maintain accuracy and tracking information.
  • Managed reception phone calls, dealing with bookings, enquiries and complaints.
  • Collaborated with Security,Concierge,Food and Beverage,Housekeeping and maintenance to address guests' needs, increasing customer satisfaction.
  • Calculated billings and hotel charges and provided customer receipts, delivering proof of transaction.
  • Verified ID and payment preference of guests to deliver optimised solutions.

Front Desk Receptionist

Oaks Liwa Heights Appartment
05.2018 - 01.2021
  • Welcomed guests and clients in a friendly, positive manner.
  • Maintained a clean and orderly reception area to impress and welcome visitors.
  • Answered and directed incoming calls to relevant staff members using and multi-line telephone system.
  • Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval.
  • Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
  • Processed credit card orders and reconciled receipts against credit card statements to support month-end closing.

Front Desk Executive

Tansha Comfort Residency, India
02.2017 - 06.2018
  • To greet guests on arrival at the hotel and conduct in-room check-in and registration procedures
  • Respondtotheguestqueriesinpersonandthroughemails
  • To handle guest complaints,inquiries,and comments,log them and initiate appropriate action and follow-up.
  • Maintains security by following procedures,monitoring the logbook,and assisting visitors.
  • Followandadheretocompanybrandstandards
  • Tomanageguestcomplaintinaprofessionalmanner,byresolvingitandmakingsurethatguest is satisfied.
  • To maintain happy working relationship with all the departments and perform management works
  • Tagging proper RateCode andc confirming Rates as per Reservation Comments
  • Handling Shift InchargeasTeam Leader
  • Ensuring all C-forms were made on the sameday of Guestarrival
  • Handling single Shift
  • Arranging Office transfers that are included and also Airport transfers.

Airport customer service agent

TATA Group of Hotels India-Ginger Hotels
01.2014 - 12.2016
  • To provide a welcome service to our business passengers at Check-in and to other customer service touchpoints and to assist in smoothing the customer journey through the airport
  • Handling Room Reservation Department
  • To take service recovery measures when needed
  • Assist Business customers during flight irregularities, coordinating communication with affected passengers to ensure passenger experience remains positive
  • To provide customer recognition to our frequent fliers through individual contact on their journey through the airport
  • Skills: Excellent communication, Interpersonal and Customer Service Skills Initiative and problem-solving abilities Opera PMS ,Outlook and MS-software systems
  • Multi-tasking and prioritizing.

Education

A-Levels - International Hospitality and Management

Wings Institute of Vadodara, Vadodara, Gujarat,India
2013

Certificate of Higher Education - Commerce

Basil School Baroda Vadodara, Vadodara,Gujarat,India
2011

10th Standard -

Basil School Baroda Vadodara, Vadodara,Gujarat,India
2009

Skills

  • Excellent communication, Interpersonal and Customer Service Skills
  • Initiative and Problem-solving abilities
  • Opera PMS, Outlook and Microsoft Soft packages
  • Multi-tasking and prioritizing
  • Check-in, check-out assistance
  • Eligibility analysis
  • Guest complaint handling
  • TripAdvisor handling

Additional Information

Declaration: If given a chance, I can work under pressure and meet deadlines.Highly ambitious and believe in smart working.Communication and correspondence can handle on my own.Enthusiastic about learning new things.Creative and carrier oriented.Professional,disciplined sales and target oriented.

Languages

English
First Language
English
Advanced
C1
Gujarati
Advanced
C1
Malayalam
Intermediate
B1
Hindi
Advanced
C1

Timeline

Guest Service Agent - AVANI Deira Dubai Hotel -5 Star
01.2021 - Current
Front Desk Receptionist - Oaks Liwa Heights Appartment
05.2018 - 01.2021
Front Desk Executive - Tansha Comfort Residency, India
02.2017 - 06.2018
Airport customer service agent - TATA Group of Hotels India-Ginger Hotels
01.2014 - 12.2016
Wings Institute of Vadodara - A-Levels, International Hospitality and Management
Basil School Baroda Vadodara - Certificate of Higher Education, Commerce
Basil School Baroda Vadodara - 10th Standard ,

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Roshan George