Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
Timeline
Generic
Shweta Chettri

Shweta Chettri

Kalimpong

Summary

ASkilled Guest Relations Manager with a proven track record of enhancing customer satisfaction and driving revenue growth in the hospitality industry. Demonstrates strong leadership in staff training, complaint resolution, and operational improvements. Excels in utilizing property management systems and implementing quality improvement initiatives to boost guest loyalty and streamline hotel operations.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Guest Relations Manager

Windamere Hotel
Darjeeling
07.2023 - 09.2024
  • Designed customer service strategies enhancing guest satisfaction
  • Monitored daily operations of the Guest Relations team, ensuring customer satisfaction goals were met.
  • Led staff training sessions focusing on customer service excellence, and operational best practices.
  • Resolved escalated customer complaints professionally and efficiently.
  • Utilized customer feedback to identify and implement service improvement opportunities
  • Created monthly reports on departmental performance, highlighting successes, challenges, and opportunities for improvement.
  • Fostered cross-department collaboration to ensure a unified guest experience
  • Organized special events for guests such as meet-and-greets with celebrities or VIPs.
  • Collaborated with marketing team on promotional campaigns targeting existing customers.
  • Performed administrative tasks such as updating databases or preparing documents.
  • Improved guest service by providing staff guidance, feedback and individual coaching.
  • Empowered staff to deliver guest service by encouraging and rewarding responsive guest assistance.
  • Overhauled guest relations policies to address changing concerns.
  • Collaborated with event coordinators to organize meetings and special events.
  • Optimized check-in and check-out processes, boosting operational efficiency and guest satisfaction.

Guest Relations Officer

Summit Hotels and Resorts
Siliguri
06.2020 - 07.2023
  • Greeted guests upon arrival, providing information and assistance with check-in procedures.
  • Provided personalized customer service to ensure satisfaction of guest needs and expectations.
  • Managed complaints and inquiries from guests promptly and professionally.
  • Conducted tours of the facility, highlighting amenities and services available to guests.
  • Ensured compliance with safety regulations throughout the property.
  • Assisted guests with transportation needs, booking taxi cabs or rental cars when necessary.
  • Organized welcome packages for VIP guests that included special gifts or amenities.
  • Handled reservations over the phone and online using various booking systems.
  • Processed payments for room charges, taxes, incidentals. using a POS system.
  • Created reports on occupancy rates and other relevant data related to hotel operations.
  • Collaborated with other departments within the company to ensure smooth operations at all times.
  • Inspected rooms regularly in order to identify any maintenance issues that may need attention.
  • Provided concierge services including restaurant recommendations or directions around town.

Education

Bachelor of Arts -

North Bengal University
Kalimpong
03-2014

GED -

Pranami Balika Vidya Mandir
Kalimpong
02-2011

Diploma In Hospitality Managment -

Oracle School of Hospitality Management
Kalimpong

Skills

- Guest Experience Excellence: Complaint handling, customer service expert, quality improvement leadership
- Operational Management: Property management systems, reservation management, event support
- Team Leadership and Development: Staff training and development, new hire training, performance optimization

Affiliations

  • Therapeutic painting
  • Playing ukulele
  • Hiking, trekking
  • Volunteering
  • Community work
  • Yoga enthusiast

Certification

  • Soft Skills Trainer SHRM
  • Corporate Trainer and Facilitator CPD

Languages

Nepali
First Language
Hindi
Advanced (C1)
C1
English
Advanced (C1)
C1

Timeline

Guest Relations Manager

Windamere Hotel
07.2023 - 09.2024

Guest Relations Officer

Summit Hotels and Resorts
06.2020 - 07.2023

Bachelor of Arts -

North Bengal University

GED -

Pranami Balika Vidya Mandir

Diploma In Hospitality Managment -

Oracle School of Hospitality Management

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Shweta Chettri