Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Timeline
Generic
STEFFI MASCARENHAS

STEFFI MASCARENHAS

Goa Velha

Summary

Dynamic Guest Experience Manager with a proven track record at Grand Hyatt Goa, excelling in delivering upscale service and enhancing guest satisfaction. Skilled in analyzing feedback to drive improvements and fostering teamwork. Recognized for innovative problem-solving and exceptional communication, ensuring memorable stays for all guests.

Overview

13
13
years of professional experience

Work History

Guest Experience Manager

Grand Hyatt Goa
Goa
03.2022 - Current

Assistant Manager-Guest Experience

Grand Hyatt Goa
Goa
11.2017 - 03.2022

Front Office Executive

Schlumberger Pune
Pune
04.2017 - 10.2017

Assistant Manager-Guest Relations/Duty Manager

Marriott Suites Pune
Pune
02.2016 - 04.2017

Team Leader - Guest Relations/Front Office

Grand Hyatt Goa
Goa
12.2014 - 10.2015

Guest Relations Officer

Grand Hyatt Goa
Goa
06.2012 - 12.2014

Education

Class XII -

Our Lady Of The Rosary Higher Secondary School
03.2009

Class X -

Our Lady Of The Rosary Higher Secondary School
03.2007

B A - Journalism

St. Xavier's College
03.2012

Skills

  • Overlook and coordinate all pre-arrival, arrival, and departure experiences of VIP guests
  • Analyze customer feedback and provide strategic direction to continuously improve the overall rating
  • Promote all amenities, benefits, and programs offered
  • Interact and promptly let the guest decide on preferences upon arrival, during the stay, and at departure
  • Contribute to developing new procedures and analyzing existing procedures and training programs to improve guest satisfaction
  • Handle all guest and internal customer feedback and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
  • Ensure that the team delivers the brand promise and provides courteous, professional, and exceptional guest service at all times
  • Conduct meetings with all departments to ensure maximum guest details, preferences, and feedback are shared
  • Work closely with management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of guests
  • Build and maintain a very strong rapport and work ethic among all operational as well as support departments in order to achieve maximum levels of teamwork and execution
  • Encourages employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation
  • Always striving to lead by example and display outstanding hospitality skills

Accomplishments

  • Guest satisfaction analysis
  • Hospitality operations
  • Digital feedback tool
  • Service recovery strategies
  • Team coordination
  • Training and development
  • Performance metrics tracking
  • Proactive problem solving
  • Reservation management
  • Hospitality best practices
  • Team development
  • Concierge services
  • Guest account management
  • Front desk management

Hobbies and Interests

Keen interest in Art and Craft. (Decorative cards and designs), Sport activities like Football, Handball, Basketball and Athletics.

Timeline

Guest Experience Manager

Grand Hyatt Goa
03.2022 - Current

Assistant Manager-Guest Experience

Grand Hyatt Goa
11.2017 - 03.2022

Front Office Executive

Schlumberger Pune
04.2017 - 10.2017

Assistant Manager-Guest Relations/Duty Manager

Marriott Suites Pune
02.2016 - 04.2017

Team Leader - Guest Relations/Front Office

Grand Hyatt Goa
12.2014 - 10.2015

Guest Relations Officer

Grand Hyatt Goa
06.2012 - 12.2014

Class XII -

Our Lady Of The Rosary Higher Secondary School

Class X -

Our Lady Of The Rosary Higher Secondary School

B A - Journalism

St. Xavier's College

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STEFFI MASCARENHAS