Stuti Goswami
Assistant Front Desk Manager at Marriott International
New Delhi
Summary
I am a passionate hospitality professional with expertise in front desk management, guest relations, and team leadership. Experienced in creating welcoming environments and delivering exceptional guest experiences, I thrive in fast-paced settings. Skilled in hotel management systems and effective communication, I am dedicated to upholding high service standards and contributing to both guest satisfaction and team success.
Overview
4
4
years of professional experience
Work History
Assistant Front Desk Manager
Courtyard by Marriott Gurugram Downtown
03.2024 - Current
- Assisted in managing and leading the front desk team to ensure smooth operations.
- Monitored progress and supported achievement of guest service and front desk objectives.
- Ensured consistently exceptional guest service and satisfaction.
- Contributed to human resource activities, including staffing and team development.
Voyage Graduate Development Rooms Operations
Marriott International, Inc.
08.2022 - 03.2024
- Answering and Directing Calls: Promptly respond to and appropriately direct incoming calls to the correct departments or individuals.
- Guest Problem Resolution: Address and resolve guest complaints or issues efficiently to ensure satisfaction.
- Managing GXP (Guest Experience Platform) and Chats: Handle guest inquiries and requests via the Guest Experience Platform and chat systems, ensuring timely and accurate responses.
- Guest Check-In/Check-Out: Oversee smooth and efficient check-in and check-out processes, ensuring all guest needs are met.
- Guest Assistance: Provide assistance to guests by offering information about hotel services, amenities, and local attractions, while addressing any special requests.
- Billing and Payments: Process guest payments accurately and handle billing inquiries, ensuring correct charges and timely resolution of discrepancies.
- Security and Safety: Maintain and enforce security protocols to ensure guest safety, including verifying guest identification and monitoring the premises.
- Room Control: Manage room allocations, ensuring availability and optimal occupancy while handling upgrades and special requests.
- Night Audit: Perform night audit duties, including balancing guest accounts, ensuring accurate financial records, and reporting discrepancies.
- Team Supervision & Training: Lead, train, and support front desk team members to ensure high standards of service and efficient operations.
Industrial Trainee
JW Marriott Mussoorie Walnut Grove Resort & Spa
04.2021 - 07.2021
Education
B.A. (Hons) Hotel Management - Hotel Management
Institute of Hotel Management, Aurangabad
Aurangabad, India 04.2001 -
High School Graduation -
D.A.V Public School, Sahibabad.
Ghaziabad, India 04.2001 -
Skills
Customer Service Excellence
Leadership & Team Management
Hotel Management Systems Knowledge
Operational & Administrative Skills
Communication Skills
Problem Solving & Decision Making
Sales & Upselling Abilities
Knowledge of Hotel Policies and Safety Procedures
Attention to Detail
Timeline
Assistant Front Desk Manager
Courtyard by Marriott Gurugram Downtown
03.2024 - Current
Voyage Graduate Development Rooms Operations
Marriott International, Inc.
08.2022 - 03.2024
Industrial Trainee
JW Marriott Mussoorie Walnut Grove Resort & Spa
04.2021 - 07.2021
B.A. (Hons) Hotel Management - Hotel Management
Institute of Hotel Management, Aurangabad
04.2001 -
High School Graduation -
D.A.V Public School, Sahibabad.
04.2001 -
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