Roshni Chettri

Working as Reservation's Executive at a Five Star Luxury brand of Hilton with a 285 rooms and following are the duties I perform on a daily basis.

I handle all calls and guest requests, emails, companies and travel agents request related to reservations. Making sure booking information is input correctly into the systems. I contribute to the customer service and satisfaction, revenue generation (Upsell) and occupancy forecast of the hotel. I supervise and coordinate the reservation functions, create and maintain reservation records and reports, determine room rates, prepare confirmation letter and process cancellation and modification.

• Currently working as Front Office Associate at this Five Star property with 588 rooms and following are the duties I perform during my shifts
• Handle the entire check-in and check-out experience for Individual guests and larger blocks or groups of guests
• Responsible for room assignments for all the arrivals of the day and taking reservations for future guests over phone
• Focus on fluent and clear communication with guests, both in person and when taking calls for query resolution and assistance
• Accountable for handling bills on hold and cash on shift
• Additionally, look into shift end closing and tallying for all aspects
• Involved in handling internal emails relating to operations and finance.

• Worked as Front Office Associate at this Five Star property with 292 rooms and the following were the duties I performed during my tenure from April 2021 to June 2022
• Handled the entire check-in and check-out experience for Individual guests and larger blocks or groups of guests
• Responsible for room assignments for all the arrivals of the day and taking reservations for future guests over phone
• Focused on fluent and clear communication with guests, both in person and when taking calls for query resolution and assistance
• Established experience of handling switchboard
• Accountable for handling bills on hold and cash on shift
• Additionally also looked into shift end closing and tallying for all aspects
• Involved in handling internal emails relating to operations and finance.

• Worked as Front Office Associate at this Five Star property with 182 rooms and the following were the duties I performed during my tenure from July 2019 to December 2019
• Ensuring guests are contacted before arriving to the hotel in order to collect their preferences
• Meeting guests during stay and assisting them for local sightseeing and upselling hotel services
• Handling guest complaints and sharing with concerned team members to ensure they guest leaves on a happy note
• Check guest feedbacks on all portals and share with team to maintain the hotel brand
• Monitoring system for guest arrivals to get the room ready and coordinating with housekeeping for any special arrangements if required
• Training team members in order to understand the importance of guest satisfaction and daily shift briefings
• Doing night audit in absence of Duty Manager and handling smooth workflow.