Sukesh Sharma
Jammu
Summary
Experienced in guiding and motivating top-quality services. Well-versed in assessing sales and reservation and managing performance against challenging expectations. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy. Personable and dedicated Customer Service Representative with extensive experience in Hotel industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Assistant Manager Sales and Reservations
The Fern Residency, Katra
Katra
11.2021 - Current
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Managed customer service inquiries and complaints in a timely manner.
- Communicated regularly with customers to gain insights into their needs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Produced thorough, accurate and timely reports of project activities.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Assisted with developing and implementing marketing strategies to improve sales and profitability.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained up-to-date knowledge of services.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Served as a liaison between staff members and senior management personnel.
- Delegated work to staff, setting priorities and goals.
- Monitored employee attendance records, timekeeping, and payroll information.
- Reviewed completed work to verify consistency, quality and conformance.
- Established processes for monitoring customer satisfaction levels.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed day-to-day duties accurately and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Front Office Executive
The Atrium on the Greens
Katra
11.2012 - 01.2020
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Handled incoming calls professionally while providing accurate information about services offered by the hotel.
- Created spreadsheets in Microsoft Excel for record-keeping and reporting.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Directed and oversaw office personnel activities.
- Provided administrative support including photocopying, scanning documents, faxing.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Supported other departments with tasks as assigned by supervisors or managers.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Created reports based on data collected from front desk activities such as customer visits, appointment schedules.
- Managed customer Guest and rectified issues to complete satisfaction.
- Drove customer feedback to deliver information to management for corrective action.
- Responded to customer issues to provide immediate resolution and improve retention.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Greeted customers, answered inquiries and directed them to the appropriate department.
- Handled incoming calls and directed callers to appropriate department or employee.
- Responded to emails sent by customers regarding their queries or complaints efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Understood and followed oral and written directions.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked with cross-functional teams to achieve goals.
- Collaborated with others to discuss new opportunities.
Education
GED -
GDC Gagwal
Gagwal, District Samba03-2007
High School Diploma -
GDC Gagwal
Gagwal, District Samba03-2005
Skills
- Operations Management
- Sales Monitoring
- Customer Relationship Management (CRM)
- Sales Operations
- Staff Supervision
- Sales and Reservation Operations Management
- Sales Reporting
- Sales Growth
- Staff Management
- Sales Strategies
- Customer Relations
- Business Development
Timeline
Assistant Manager Sales and Reservations
The Fern Residency, Katra
11.2021 - Current
Front Office Executive
The Atrium on the Greens
11.2012 - 01.2020
GED -
GDC Gagwal
High School Diploma -
GDC Gagwal
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