Shivam Pandey
Sangam vihar
Summary
Professional in hospitality industry with strong background in guest services, adept at enhancing customer satisfaction and operational efficiency. Skilled in managing guest inquiries, resolving issues, and ensuring positive experience. Known for fostering team collaboration and flexibility to meet changing needs. Possesses excellent communication skills, problem-solving abilities, and focus on achieving results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Service Associate
Holiday Inn Aerocity, Delhi
05.2023 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Contributed positively towards achieving team targets by cross-selling additional amenities during interactions with guests.
- Handled phone inquiries professionally, contributing to increased bookings and repeat customers.
- Maintained a clean and welcoming lobby area to create a positive first impression for guests.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.
- Managed check-in and check-out procedures for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
Apprentice in F&B Service
Holiday Inn
09.2019 - 04.2023
Education
Higher Secondary (Class XII) -
U.P Board
01.2018
Secondary (Class X) -
U.P. Board
01.2015
Skills
- Team player mentality
- Patience and composure
- Complaint handling
- Guest registration
- First aid training
- Baggage handling
- Professional appearance
- Concierge services
- Check-in and Check-out procedures
- Housekeeping coordination
- Hospitality experience
Languages
English
Hindi
Handicap Certificate
Speech & Hearing Impairment, Pt. Madan Mohan Malviya Hospital, F.14/59/8615/Pt. MMMH/980, 11/16/15
Father's Name
Yatindra Kumar Pandey
Personal Information
- Date of Birth: 04/22/99
- Marital Status: Single
Training And Skills
- Completed training course covering Computer Skills, Soft Skills and Communication Skills, Sarthak Educational Trust, Bhikaji Cama Place, New Delhi
- Typing Speed of 40 w.p.m in alphabets and 45 w.p.m in numerical.
- Completed Certificate course in Sign Language, SkillsTrainer
- Completed Certificate course in Domestic Data Entry Operator - Eng, SkillsTrainer
- Proficient knowledge of MS Office Applications like MS Word, MS Excel, MS Power Point and adequate knowledge of Internet.
- Internet Surfing
Certification
- Training courses covering computer skills, soft skills and communication skills at Sarthak Educational Trust, Bhikaji Cama Place, New Delhi
- Completed Certificate course in Sign Language from SkillsTrainer
- Completed Certificate course in Domestic Data Entry Operator – Eng from SkillsTrainer
- Proficient knowledge of MS Office Applications like MS Word, MS Excel, MS Power Point and adequate knowledge of Internet
- Typing Speed of 40 w.p.m in alphabets and 45 w.p.m in numerical
Timeline
Guest Service Associate
Holiday Inn Aerocity, Delhi
05.2023 - Current
Apprentice in F&B Service
Holiday Inn
09.2019 - 04.2023
Secondary (Class X) -
U.P. Board
Higher Secondary (Class XII) -
U.P Board
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