Susmita Arong
Front Office Supervisor / Guest Relation Supervisor
Summary
Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 6+years of guest service experience in hospitality industry. Friendly guest service professional offering 5 years of superior service in hospitality industry. Strong hospitality knowledge and drive for cultivating guest loyalty. Proven track record of providing exceptional customer service, resolving guest inquiries, and ensuring guest satisfaction. Strong interpersonal and communication skills, coupled with a keen attention to detail. Committed to delivering a memorable guest experience and adding value to the organization. Exceptional multitasking abilities and a strong ability to maintain a positive and welcoming atmosphere. Personable Guest Relation Supervisor skilled in communicating with guests to provide information, resolve challenges, and deliver exceptional service. Looking for position in hospitality industry focused on providing exceptional service. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
2
2
Certification
3
3
Languages
Work History
Guest Relation Supervisor
Kihaa Maldives By Coral Island Resorts
2022.08 - 2023.09
- Greeted guests upon arrival/ Departure and offered assistance.
- Streamlined check-in and check-out processes for improved efficiency and reduced waiting times for guests.
- Ensuring that all front office areas are clean and well-organized.
- Performing general office duties and preparing shift reports.
- Organized special events for VIP guests, ensuring memorable stays that encouraged repeat business.
- Led a team of guest relations staff, providing guidance and support to enhance their performance and professional growth.
- Coordinated with housekeeping staff for timely room turnovers, minimizing delays for incoming guests.
- Contributed to an increase in positive online reviews by consistently delivering exceptional customer service experiences.
- Enhanced guest satisfaction by efficiently resolving issues and addressing complaints in a timely manner.
- Managed room upgrades strategically, maximizing revenue while delighting deserving guests with unexpected perks.
- Implemented strategies for maintaining high levels of customer service during peak seasons without compromising quality.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Supervised team of 27 front desk team-members and helped to resolve issues arising during shifts.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Maintained consistent positive customer feedback.
- Developed strong relationships with repeat guests, fostering loyalty to the hotel brand.
School Administrator
K.E. Carmel School
2021.08 - 2022.04
- Coordinate with teachers, staff, and administrators to ensure the smooth running of the school
- Oversee the daily operations of the school and serve as the primary point of contact for all school-related inquiries
- Supervise the maintenance and upkeep of the school facilities.
- Serve as the primary point of contact for parents and guardians in regards to fees.
- Resolved conflicts among faculty members, staff, or students promptly while maintaining confidentiality and professionalism at all times.
- Handled disciplinary referrals with calm, logical approach to student behavior.
- Formulated and implemented school safety and security policies.
- Spearheaded fundraising campaigns securing financial resources needed support various aspects of the school''s missions vision.
- Monitored and evaluated educational programs to maintain high-quality performance objectives and standards.
- Monitored student progress and implemented intervention strategies to support student success.
Front Office Executive
Karma Group Global
2019.01 - 2021.06
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Accurately handle cash and updates on the cash registered.
- Greeting visitors and directing them to the appropriate person or department.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Reduced wait times for guests by efficiently managing room availability and reservation changes.
- Monitored inventory levels of supplies at the front desk area, ordering replacements as necessary to maintain smooth operations.
- Handled cash transactions accurately, ensuring proper accounting for daily financial reports.
- Effectively communicated policies regarding payments, cancellations, late arrivals, or no-shows clearly to guests during registration processes.
- Maintained strict compliance with security protocols while managing sensitive guest information confidentially and securely.
- Created a welcoming atmosphere by maintaining a clean and organized reception area for all visitors.
- Participated in regular staff meetings to discuss best practices and address any areas needing improvement within the front office team.
- Provided exceptional customer service, resolving issues promptly and effectively for satisfied guests.
- Generated revenue by upselling room upgrades, amenities, and services when applicable to guests'' needs.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Education
Hospitality And Tourism - Hotel Management
Nitika Don Bosco
Kolkata, India 2001.04 -
Associate of Arts - Liberal Arts And Sciences
Loreto Day School, Selah
Kolkata, India 2001.04 -
Associate of Arts - Liberal Arts And Sciences
Loreto Convent Entally
Kolkata, India 2001.04 -
Skills
Active Listeningundefined
Certification
Certified Hospitality Supervisor
References
References available on request.
Accomplishments
- Achieved certification of Appreciation for "Certificate of Excellence June 2019".
- Pitched in and worked any front desk position when short-staffed to ensure that guests were served promptly, resulting in reduced waiting times.
- Established lasting relationships with clients through networking and promotional messages which increased repeat business by 89%.
- Mentored staff on work activities, resulting in better performance, greater achievement of full potential and reduction in employee turnover.
- Supervised team of 27 staff members at front office.
- Communicated with all departments efficiently as well as with the hotel owner to ensure functionality throughout 250-room property.
Hobbies
- Adventure & Travelling
- Art & Painting
- Playing Outdoor Games
- Long Drives & Photography
- Exploring Different Websites
- Organizing Family Events
Timeline
Guest Relation Supervisor
Kihaa Maldives By Coral Island Resorts
2022.08 - 2023.09
School Administrator
K.E. Carmel School
2021.08 - 2022.04
Front Office Executive
Karma Group Global
2019.01 - 2021.06
Hospitality And Tourism - Hotel Management
Nitika Don Bosco
2001.04 -
Associate of Arts - Liberal Arts And Sciences
Loreto Day School, Selah
2001.04 -
Associate of Arts - Liberal Arts And Sciences
Loreto Convent Entally
2001.04 -
Certified Hospitality Supervisor
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