Shraddha Saxena
Lucknow
Summary
A capable Hotelier who makes sure that all customers leave hotel fully satisfied by establishing & developing personal contact with all guests in a way that enhances their feelings of comfort, warmth & care throughout their stay. Which brings hotel brand promises to the forefront of the guest service delivery. Furthermore, you can rely on me to take every opportunity to upsell the hotel facilities to guests. In my current role, I ensure that each part of reception area has been carefully created to reflect the fascinating history & ambience of the hotel. Ensuring & providing flawless, upscale, professional and high class guest service experiences. Analyzing customer feedback and providing strategic direction to continuously improve overall ratings. Responding to guests needs and anticipating their unstated ones. Provide upscale guest service experiences for clients throughout their stay. Ensure clients are properly greeted upon their arrival. Actively listen to and resolve complaints. Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services. Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns. Participating in various educational seminars and evaluate front office operations and recommend changes if required. Monitoring all guest ratings and comments for hotels and evaluate same to improve all services
Overview
5
5
years of professional experience
1
1
Certification
Work History
Duty Manager
Taj hotel
Lucknow , India
01.2022 - Current
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
- Addressed customer complaints with empathy and efficiency, resolving issues to maintain high satisfaction levels.
- Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
GUEST RELATIONS EXECUTIVE
Taj Hotel
01.2021 - Current
- A capable Hotelier who makes sure that all customers leave hotel fully satisfied by establishing & developing personal contact with all guests in a way that enhances their feelings of comfort, warmth & care throughout their stay.
- Which brings hotel brand promises to the forefront of the guest service delivery.
- Furthermore, you can rely on me to take every opportunity to upsell the hotel facilities to guests.
- In my current role, I ensure that each part of reception area has been carefully created to reflect the fascinating history & ambience of the hotel.
- Ensuring & providing flawless, upscale, professional and high class guest service experiences.
- Analyzing customer feedback and providing strategic direction to continuously improve overall ratings.
- Responding to guests needs and anticipating their unstated ones.
- Provide upscale guest service experiences for clients throughout their stay.
- Ensure clients are properly greeted upon their arrival.
- Actively listen to and resolve complaints.
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services.
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
- Participating in various educational seminars and evaluate front office operations and recommend changes if required.
- Monitoring all guest ratings and comments for hotels and evaluate same to improve all services.
GUEST SERVICE ASSOCIATE FRONT OFFICE
TAJ HOTELS AND PALACES
03.2021 - 10.2021
- Ensuring Standard Operating procedures & Processes as per Brand Standard.
- Interaction with the Guest.
- Handling Guest Complaints & answer their queries.
- Handling customer Accounts.
- Responsible for billing and taking payments.
- Responsible for making hotel reservations.
- Proper key control and handling other relates security issues.
- Special Task Assigned- Handling indent of Front Desk Area.
- Checking out guests and inquires about their stay.
- Arranging transport for guest.
Intern
SOFITAL ACCOR KUALA LUMPUR MALAYSIA
01.2021 - 07.2021
- Completed internship in all 4 core departments.
- Learned all basics and SOPs across all departments.
- Awarded as Best Intern of the Month.
- Handling Guest Complaints & answer their queries.
- Handling customer Accounts.
Education
MSC In Hotel Management -
The Global Open University of Nagaland
01.2020
B.COM -
Allahabad University
01.2018
Intermediate -
Bal Bharti School & College
01.2015
High School -
Bal Bharti School & College
01.2013
Skills
- Exceptional customer service abilities
- Good oral and written communication skills
- Quick decision-making skills
- Excellent time management skills
- Extraordinary interpersonal and organizational skills
- Proficiency in Guest Relationship Management software
Accomplishments
- Badminton at National Level
- Awarded with Mercy Award - For Highest Number of Feedbacks at Internship Exposure
- 15 Appreciation Letters from General Manager - Highest Feedbacks in Taj Mahal Palace Lucknow
References
Rameez Zaidi, Learning & Development Manager, rameez.zaidi@marriott.com, +91 8960340781
Languages
English
Advanced
C1
Timeline
Duty Manager
Taj hotel
01.2022 - Current
GUEST SERVICE ASSOCIATE FRONT OFFICE
TAJ HOTELS AND PALACES
03.2021 - 10.2021
GUEST RELATIONS EXECUTIVE
Taj Hotel
01.2021 - Current
Intern
SOFITAL ACCOR KUALA LUMPUR MALAYSIA
01.2021 - 07.2021
MSC In Hotel Management -
The Global Open University of Nagaland
B.COM -
Allahabad University
Intermediate -
Bal Bharti School & College
High School -
Bal Bharti School & College