SANGHAMITRA BALLAV CHOUDHURY
Front Office Executive
Summary
Outgoing Front Office Assistant with 5 years of experience in office, customer support, operations and administrative work. Driven and fast-learning individual with exceptional organizational talents and customer service skills. Superior understanding of specific protocols and MS Office suite. Self-motivated administrative professional with efficiency-driven approach to handling administrative and filing needs. Highly organized with good multitasking, prioritization and critical thinking skills. Familiar with managing schedules, coordinating paperwork and serving customer needs.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
1
1
Language
Work History
Front Office Assistant
Holiday Inn Kolkata Airport
11.2016 - 09.2017
- Worked in the Business center and Front office reception as Front Office Assistant
- Handled meetings, delivered requirements, printing, photocopying, scanning, typing documents, assisting guests with net surfing, raising invoices, check-in, check-out, walk-in reservations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Answered hotel phones with professionalism and directed calls appropriately.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
Guest Service Officer
Hyatt Regency Kolkata
11.2017 - 08.2019
- Worked as a Guest Service Officer at Front Desk
- Assisted guests with check-in, check-out, walk-in reservations.
- Provided professional services and support in a dynamic work environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Took check in, check outs of all the guest including group check-ins & check-outs and VIP guests.
- Updating registration cards, tallying all reports like credit card, city ledger and cash. Prepare all the registration cards and the keys as per the arrival timing of VIP guests and make sure the room is ready as per their preference. Took online B2B reservations. Clear all reimbursement, IOU from the finance and drop the cash.
- Worked flexible hours across night, weekend, and holiday shifts.
- Passionate about learning and committed to continual improvement.
Virtual Customer Support Associate
Amazon.in
07.2020 - 03.2023
- Worked as a Customer Support Associate and Quality Analyst
- Handled customer calls, emails, chats, issued refunds, replacements, solved order-related queries, audited customer calls and chats, provided feedback reports, conducted trainings.
- Identified issues, analyzed information and provided solutions to problems.
- Strengthened communication skills through regular interactions with the customers.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proven ability to develop and implement creative solutions to complex problems.
Front Office Executive
Suraksha Diagnostics Pvt. Ltd
04.2023 - Current
- Oversaw office inventory activities by ordering and requisitions and stocking.
- Working with the maintenance and bio-medical team. Provided validation, inspection, repairs and maintenance on clinical biomedical equipment.
- Documented service and repair procedures accurately and completely and submitted monthly reports to manager.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Documented, published and updated administrative and executive procedures and practices and established internal communication processes.
- Requested, reviewed, processed and distributed status reports from various team members to executive management according to established workflow processes.
- Assisted with proactive client outreach initiatives and documented client correspondence in CRM system.
- Documented information regarding installations, repairs and inventory checks.
Industrial Training In Hotel Industry
Park Hyatt Goa Resort & Spa
12.2015 - 04.2016
- Proven ability to learn quickly and adapt to new situations.
- Strengthened communication skills through regular interactions with others.
- Worked with different departments like kitchen (specialty restaurants), front office as a front desk agent, banquet (F&b service), Commissary (cold kitchen).
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
CLASS - X -
HARIYANA VIDYA MANDIR
KOLKATA 04.2001 - 01.2011
Diploma In Hotel Management - Hotel Management
Subhas Bose Institute of Hotel Management
Kolkata 04.2001 -
Skills
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Interests
Reading Books
Travelling
Singing & Listening Music
Personal Information
- Citizenship: Indian
- Date of Birth: 10/29/95
- Gender: Female
- Marital Status: Married
Roles And Responsibilities
- Holiday Inn Kolkata Airport and Hyatt Regency Kolkata, At the Business centres I worked as business centres in-charge and handled all the meetings, delivered all their requirements, printing, and photo coping and scanning as per guest requirement. Documents typing in Microsoft word and helping guest in net surfing, raising invoice in POS for business centres. After that I joined reception and worked as a cashier and took check in, check outs of all the guest and VIP guests. Marriage group handling (taking check-ins & check-outs, allotting their rooms, taking care of the total billing and payments of the same and lastly do the closure). Updating registration cards, tallying all reports like credit card, city ledger and cash. Prepare all the registration cards and the keys as per the arrival timing of VIP guests and make sure the room is ready as per their preference. Also took walk-in reservations and check ins. Clear all reimbursement, IOU from the finance and drop the cash.
- Amazon.in, Taking customer calls, escalation calls, helping with the issues and issuing refunds, replacement and solve all order related queries and issues, handling emails and chats as well and Amazon account related queries. Got promoted as a quality analyst. Used to audit customer calls and chats and submit feedback reports to the manager. Also used to give trainings to the employees.
- Suraksha Diagnostics, Working as the Front Office Executive of the head office. Making daily reports on employee attendance, all centres report analysis, customer feedback analysis, giving training to the CRM team, auditing CRM calls, arranging board room meetings for the CEO and MD of the company and also assisting the MD and the CEO of the company.
Venue
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Disclaimer
I hereby declare that all the mentioned information are true to the best of my knowledge.
Singing, Reading, Travelling
- Passionate Singer.
- National Level champion twice in a row, do stage programs & cultural programs as well.
- Fond of reading novels.
- Desire to explore new places and mix with people from different culture and traditions.
Timeline
Front Office Executive
Suraksha Diagnostics Pvt. Ltd
04.2023 - Current
Virtual Customer Support Associate
Amazon.in
07.2020 - 03.2023
Guest Service Officer
Hyatt Regency Kolkata
11.2017 - 08.2019
Front Office Assistant
Holiday Inn Kolkata Airport
11.2016 - 09.2017
Industrial Training In Hotel Industry
Park Hyatt Goa Resort & Spa
12.2015 - 04.2016
CLASS - X -
HARIYANA VIDYA MANDIR
04.2001 - 01.2011
Diploma In Hotel Management - Hotel Management
Subhas Bose Institute of Hotel Management
04.2001 -
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