Sanjana Singh
Assistant Guest Relations Manager
Jalandhar
Summary
A self-motivated and hardworking Front Office Personnel with a wide range of experience in all aspects of Front Office Operations in the hospitality industry. Proven leadership skills, including managing and motivating other staff to achieve company objectives. An effective communicator at all levels within an organization.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Assistant Guest Relations Manager
Shangri-la Eros
New Delhi
12.2024 - Current
- Welcome and acknowledge all the guests arriving and departing from the hotel.
- Handling all guest complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
- Ensuring that all colleagues follow the brand standards while handling check-in and check-out.
- Checking all the areas of the front office and ensuring that all the areas are well managed by the respective team, and deliver to the brand promise.
- Assist the Front Office team in efficiently managing the department according to the established concept statement, providing a courteous, professional, efficient, and flexible service always.
- Interacting with guests to provide immediate assistance, and gather feedback.
- Ensuring guests are satisfied, and their expectations are met.
- Assisting with the interviewing and hiring of new employees.
- Led the pre-arrival meeting for future arrivals.
Assistant Manager
Marriott Hotel
Bengaluru
06.2024 - 12.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Service Leader
Shangri-La
New Delhi
09.2022 - 06.2024
- Supervising Reception, Reservations and Cashiering functions of the department
- Carried out Night Audit function and assisted where necessary
- To deal with guest complaints and prepare any follow-up action required on guest feedback
- To contribute towards the smooth and efficient running of the reception within the room division
- Giving personal attention and taking personal responsibility and use of teamwork when providing guest services
- Assist in the planning and implementation of effective training programmes for all front office employees coordination with departmental trainers
- Liaise with all other department of the hotel whenever necessary
- Empowers employees to provide excellent customer service
- Handling of VVIP Guests
Team Leader
Fairmont
Jaipur
04.2022 - 09.2022
- Coordinate with group arrivals and billing
- Tally guest checkout folio with batch report from EDC machine along with transaction report shift wise
- Trained team members on cash register operation and cash handling
- Register and assigns room to guests
- Also, accommodated special request whenever possible
- Ordered inventories & office supplies to maintain availability of products
- Interviewed, hired coached and developed front office associates
Front Office Associate
Jaypee Hotels & Resorts
Agra
06.2019 - 04.2022
- Handling all the calls at one point contact for all the guest queries(internal & external)
- Handling day-to-day operations of Front Office
- Processed check-ins and check-outs created the reservation and processed special requests
- Follow-ups for cake & amenities for all VIPs were ensured
- Handles reservation as internal move and understood the booking process and various segments in the initial stage of pre arrival
- Process booking from OTA and TA on Opera and ensure all details and requests are mentioned in alerts & comments are updated accordingly
- Handled emails for unit reservation and converted into confirmed booking post the pre-opening stage of fort
Industrial Trainee
Coorg
09.2017 - 02.2018
- All Major Departments
Education
Bachelor in Tourism - International Hospitality Management
IGNOU
Agra, Uttar Pradesh01.2017
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Gorakh Singh College
Patna, Bihar01.2015
Intermediate - Matriculate
SKJR High School
Patna, Bihar01.2013
Skills
- OPERA
- IDS
Interests
ART & MAKEUP, DANCING, COOKING
Accomplishments
- Silver Star of the Month (Guest Delight Program) for consecutive six months.
- Employee of the Month (March 2022). Best Grooming of the Month.
- Employee of the Year. Best Grooming of the Year.
INTERNSHIP
Coorg, Karnataka, 09/01/17, 02/28/18, All Major Departments
Timeline
Assistant Guest Relations Manager
Shangri-la Eros
12.2024 - Current
Assistant Manager
Marriott Hotel
06.2024 - 12.2024
Service Leader
Shangri-La
09.2022 - 06.2024
Team Leader
Fairmont
04.2022 - 09.2022
Front Office Associate
Jaypee Hotels & Resorts
06.2019 - 04.2022
Industrial Trainee
Coorg
09.2017 - 02.2018
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Gorakh Singh College
Intermediate - Matriculate
SKJR High School
Bachelor in Tourism - International Hospitality Management
IGNOU
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