SAMRAT BISWAS
KOLKATA700
Summary
Dedicated Guest Service Officer with strengths in enhancing guest experiences through proactive problem-solving. Achieved high customer satisfaction by anticipating needs and delivering exceptional service. Implements loyalty programmes and upselling strategies to drive revenue growth.
Overview
1
1
Language
7
7
years of professional experience
Work History
Guest Service Officer
taj group of hotels
kolkata
06.2019 - Current
- Offered upselling options to guests, enhancing their experience and increasing revenue.
- Responded to guest requests and complaints with professional and polite manner to increase customer satisfaction.
- Anticipated guest needs or requirements proactively, addressing problems promptly in order to prevent complaints.
- Compiled daily reports on guest feedback, using data to improve service quality.
- Responded to guest enquiries via telephone, email, and face-to-face, delivering prompt solutions.
- Achieved excellent client satisfaction by delivering exceptional and attentive service.
- Updated guest records with personal preferences and requests for personalised service.
- Analysed customer feedback from online and offline reviews, suggesting ways to improve ratings.
- Identified ways to improve offered services and attract more customers, making suggestions and recommendations to senior management.
- Upsold additional hotel services to increase revenue.
- Implemented loyalty programmes and promotional offers to encourage repeat business and enhance guest loyalty.
- Participated in staff meetings to discuss improvements in guest services and operational issues.
- Led by example, demonstrating a commitment to excellence in guest service and setting a high standard for the team.
Education
Certificate of Higher Education - tenth standard
Sodepur high school pansila
SodepurSkills
- Customer service
- Loyalty program implementation
- Team leadership
- Problem solving
- Data analysis
- Service improvement
- Client relationship management
- Positive attitude
- Guest services
- Hospitality services
- Team coordination
- Time-management
- Active listening
- Hotel inventory management
- Guest relations
- Risk Assessment
- Handling pressure situations
- Hospitality excellence
Languages
English
Intermediate
B1
Interests
- musicplantinginformative knpwledge
Accomplishments
.
evp's club 2022-23.
- .md's club 2024-2025
- achieved silver level cerficatio
Timeline
Guest Service Officer
taj group of hotels
06.2019 - Current
Certificate of Higher Education - tenth standard
Sodepur high school pansila