SHUBHAM BHADURIA
Summary
Experienced and skilled team player with expertise in hotel management, front office operations, and guest relations operations. Consistently achieved performance goals through enthusiasm and hard work that compliment knowledge and expertise. Strong understanding of fundamentals and problem-solving skills. A team player with exceptional interpersonal, communication, or influencing skills with an inherent art of motivating and inspiring co-workers.
Manage time resourcefully with conflicting priorities and deadlines.
Overview
6
6
years of professional experience
Work History
Reservations Service Agent
Waldorf Astoria Dubai Palm <span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Jumeirah</span>
Dubai
06.2023 - Current
- Maximized room revenue and occupancy by reviewing status daily.
- Monitored selling status of house daily, such as a flash report, allowances.
- Attended daily and weekly Revenue Strategy meetings.
- Managed reservations, working closely with Front Office operations, and ensuring delivery of exceptional guest service.
- Ensured all customer questions and requests for bookings are dealt with promptly, courteously and efficiently.
- Ensured prompt resolution of customer complaints. Maximized sales through up-selling, using incentives and promotions.
- Assisted customers with all inquiries regarding availability, rates, and specials.
- Cross-referenced multiple databases to verify guest information prior to check-in.
- Generated daily reports on bookings and cancellations for management review.
- Compiled reports on occupancy levels, revenue figures, and other statistics as requested by management.
Reservations Agent
<span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Novotel</span> and Ibis <span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Abu</span> Dhabi Gate
<span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Abu</span> Dhabi
03.2022 - 05.2023
- Greeted customers and provided assistance to guests over the phone.
- Encouraged customers to book stays directly through the hotel website or reservation system.
- Maintained updated knowledge of all hotels' room types, availability, packages, promotions, special events.
- Utilized problem-solving skills to resolve customer complaints efficiently and effectively.
- Resolved customer complaints quickly and efficiently by taking appropriate action or referring them to a supervisor as necessary.
- Adhered to company policies and procedures while handling guest requests and inquiries.
- Reconciled discrepancies between expected arrivals and actual arrivals on a daily basis.
- Migrate from Opera Version 5 to Opera Cloud.
Guest Service Agent
<span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Novotel</span> Pune
Pune
07.2021 - 12.2021
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Answered inquiries about hotel services, facilities and local attractions.
- Handled cash transactions accurately while adhering to established accounting practices.
- Verified accuracy of billing statements before presenting them to guests for payment processing.
- Scheduled reservations for groups such as meetings, conferences or weddings.
- Responded to guests, including email, telephone, and in-person inquiries.
Guest Service Associate
Jw Marriott Juhu
Mumbai
11.2018 - 04.2019
- Performed daily opening and closing procedures for the front desk including cash management duties.
- Handled check-outs for departing guests by providing accurate billing statements and collecting payment when necessary.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Guaranteed guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
- Answered incoming calls from potential customers to answer questions about hotel amenities, rates, availability.
- Resolved any customer complaints or issues professionally and efficiently.
- Maintained a neat, clean and organized front desk area at all times.
Education
Bachelors in Hospitality & Hotel Administration -
Institute of Hotel Management Gurdaspur
Gurdaspur,Punjab,India07-2020
Trainee -
Hyatt Regency Delhi
Delhi,India04-2019
High School Diploma -
Army Public School <span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Dhaulakuan</span>
Delhi,India05-2016
Skills
- Patience and Persistence
- Upselling strategies
- Accuracy and efficiency
- Reservation Software Expertise
- Phone Etiquette
- Customer reservations
- Sales
- Reservation Confirmation
- Reservation Management
- Phone and Email Etiquette
- Computer Reservation Software
- Analytical Skills
- Team Leadership
- Decision-Making
- Staff Training
- Professionalism
Accomplishments
Participated in Food And Beverage quiz at IHM Gurdaspur and got 1st position.
Got Appreciation letter in Housekeeping department from Hyatt Regency Delhi.
Got Appreciation letter from Taj Swarna, Amritsar.
Raavi House captain at IHM Gurdaspur.
Class representative (CR) of 1st, 2nd and 3rd year at IHM Gurdaspur.
Participated in GK quiz at IHM Gurdaspur and got 1st position.
Cultural student’s coordinator at IHM Gurdaspur.
Housekeeping Students coordinator at IHM Gurdaspur
Received 3 Sincerely Elegant Services cards from General Manager - Waldorf Astoria Dubai Palm Jumeirah
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Proficient (C2)
C2
REFERENCE
Name: Aarthi Bojan
Position: Reservations Manager, Waldorf Astoria Ras Al Khaimah
Email: aarthi.bojan@waldorfastoria.com
Name: Mohammed Ashique
Position: Reservations & Revenue Manager, Waldorf Astoria Dubai Palm Jumeirah
Email: mohammed.ashique@waldorfastoria.com
Timeline
Reservations Service Agent
Waldorf Astoria Dubai Palm <span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Jumeirah</span>
06.2023 - Current
Reservations Agent
<span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Novotel</span> and Ibis <span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Abu</span> Dhabi Gate
03.2022 - 05.2023
Guest Service Agent
<span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Novotel</span> Pune
07.2021 - 12.2021
Guest Service Associate
Jw Marriott Juhu
11.2018 - 04.2019
Bachelors in Hospitality & Hotel Administration -
Institute of Hotel Management Gurdaspur
Trainee -
Hyatt Regency Delhi
High School Diploma -
Army Public School <span style="border-bottom: 2px dashed #cf4343; padding-bottom: 1.2px;">Dhaulakuan</span>
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