Suraj Soni
Mumbai
Summary
Friendly guest service professional bringing Seven years of exceptional hospitality experience. Pursuing a Guest Services Agent opportunity in which to utilize exceptional hospitality industry experience and knowledge.
Overview
8
8
years of professional experience
Work History
Assistant Guest Service Manager
Ibis Mumbai Airport (An Accor Brand)
Mumbai
12.2023 - Current
- Assisted in the development and implementation of customer service policies, procedures, and standards.
- Provided support to guests during their stay, including addressing complaints and resolving issues.
- Developed strategies for enhancing customer loyalty and satisfaction levels.
- Coordinated with other departments to ensure that all guest needs are met in a timely manner.
- Analyzed customer feedback data to identify areas of improvement within the department.
- Oversaw daily operations at the front desk, including check-in and check-out processes, reservations.
- Maintained up-to-date knowledge of hotel amenities, services, policies, events, promotions.
- Tracked guest feedback across multiple channels and monitored trends over time.
- Organized promotional campaigns for special offers or discounts for repeat customers.
- Managed team members' schedules to ensure adequate coverage during peak hours.
- Collaborated with other departments on initiatives aimed at increasing revenue from existing customers.
- Responded to guests, including email, telephone and in-person inquiries.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Assisted guests in answering questions and completing check-in and check-out processes.
- Responded to and resolved guest issues or complaints.
Front Office Executive
The Orchid Hotel, Mumbai
Mumbai
02.2023 - 12.2023
- Greeted guests upon arrival, answered inquiries and provided information about hotel services.
- Checked in guests using established procedures, verified guest identification and credit card information.
- Processed payments for guest accounts, accepted cash or credit cards as payment.
- Issued room keys to registered guests and ensured that all necessary documents were completed correctly.
- Responded to customer complaints and addressed issues promptly and professionally.
- Maintained accurate records of occupied rooms, reservations and cancellations.
- Managed the switchboard, transferring calls and taking messages as required.
- Coordinated daily operations including check-ins and check-outs, room assignments and special requests from customers.
- Provided excellent customer service to ensure a positive experience for all hotel patrons.
- Handled telephone inquiries regarding availability of rooms, prices, facilities, directing calls accordingly.
Sr. Front Office Executive
The Gordon House Hotel, Mumbai
Mumbai
01.2022 - 01.2023
- Greeted and welcomed customers in a friendly manner.
- Answered incoming calls and provided information about services and products.
- Assisted with the check-in process for guests.
- Prepared daily reports on customer inquiries, complaints, or comments.
- Handled cash transactions accurately and efficiently.
- Managed bookings of conference rooms or other facilities.
- Maintained an accurate inventory of office supplies.
- Provided administrative support to staff members.
- Processed payments using credit card machines or POS systems.
- Ensured that all areas of the front desk were kept clean and organized.
- Resolved customer complaints in a professional manner.
- Updated existing records in the company database system.
- Monitored visitor access to secure areas of the building.
Front Office Executive
Waterstones Hotel, Mumbai
Mumbai
01.2019 - 12.2021
- Greeted customers in a professional and friendly manner.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Maintained cleanliness of lobby area at all times.
- Scheduled reservations for groups and special events.
- Inputted guest information into computer system accurately and securely.
- Verified accuracy of room rates and other charges during check-in process.
- Assisted with luggage handling for incoming guests.
- Addressed customer needs in a timely manner.
- Managed cash drawer responsibly throughout shift.
- Generated daily reports detailing occupancy levels, revenue amounts.
Front Office Assistant
Fariyas Hotel, Mumbai
Mumbai
10.2016 - 12.2018
- Greeted customers upon arrival and provided appropriate information regarding hotel services.
- Verified identification and credit card information of guests prior to check-in.
- Answered phone inquiries in a professional manner and directed calls to the appropriate staff members.
- Provided support to other departments within the hotel, such as housekeeping and maintenance when needed.
- Handled cash transactions accurately, balanced daily reports, and deposited funds into designated bank accounts.
- Processed reservations made via telephone, fax, email or online travel sites.
- Computed bills, collected payments and made change for guests.
Education
Bachelor of Arts -
Institute of Distance & Open Learning - Mumbai
Mumbai, India05-2015
Accounting And Finance
The Patuck Technical College - Mumbai
Mumbai, India02-2013
Secondary School Certificate -
Vasudev Vidyalaya School - Mumbai
Mumbai, India03-2010
Skills
- Organization and planning
- Operations management
- Excellent multi-tasking ability
- Team Bonding
- Property Management Systems
- Sales and Upselling
- Guest Relations
- Team Management
- Reservation Management
- Staff Training and Development
- Knowledge of local attractions
- Account inquiries
- Concierge services
- Guest Services
Job Profile
Taking ownership and supervise the entire Front Office operation. Recording any major incidents and important information in the Feedback. Comfortable with Handling Channel Manager & Online Portals. Open and close the availability as and when required of hotel in all the channels and on the hotel website. Monitoring the Rate Discrepancy Report. Checking all updated registration cards ensuring that the information is complete, all necessary documents attached and sufficient payment guarantee has been taken. Ensuring all rate codes, discounts, market segments, business source and channel codes as well as packages are correctly updated in the system. Responsible for all night auditing function as Night auditor. Handling visitors during the night shift in a professional and effective manner liaison with Security. Ensuring that the privacy and the security of all guests are maintained and that no information is disclosed to anybody.
Personal Information
- Notice Period: 30 Days
- date of Birth: 25.08.1994
Languages
- English
- Marathi
- Hindi
References
Available upon request
Timeline
Assistant Guest Service Manager
Ibis Mumbai Airport (An Accor Brand)
12.2023 - Current
Front Office Executive
The Orchid Hotel, Mumbai
02.2023 - 12.2023
Sr. Front Office Executive
The Gordon House Hotel, Mumbai
01.2022 - 01.2023
Front Office Executive
Waterstones Hotel, Mumbai
01.2019 - 12.2021
Front Office Assistant
Fariyas Hotel, Mumbai
10.2016 - 12.2018
Bachelor of Arts -
Institute of Distance & Open Learning - Mumbai
Accounting And Finance
The Patuck Technical College - Mumbai
Secondary School Certificate -
Vasudev Vidyalaya School - Mumbai
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