Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Skills Summary
Timeline
Generic
Sweta Shaw

Sweta Shaw

Kolkata

Summary

Dedicated Guest Service Associate committed to maintaining customer satisfaction and contributing to company's success. Outgoing and polite professional possessing strong problem-solving and conflict resolution abilities paired with proficiency in OPERA-PMS and CLOUD. Offering 2-years background providing exemplary guest services such as handling guest concerns and complaints, facilitating concierge services and recommending local hot spots and attractions.

Overview

2
2
years of professional experience

Work History

Guest Service Associate

Novotel
08.2024 - Current
  • Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 90%.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Created welcoming and comfortable environment for guests.
  • Walked through properties to maximize guest safety and clear areas of trash and debris.
  • Facilitated and coordinated transportation services for guests.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Handled customer complaints to satisfy and retain guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Managed check-in and check-out procedures for guests.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Maintained accurate and up-to-date records of guest information.
  • Upheld hotel policies and procedures by providing high level of customer service.

Front Office Apprentice

Umaid Bhawan Palace
07.2023 - 07.2024
  • Greet and welcome guests upon arrival.
  • Provide information about the hotel, available rooms, rates, and amenities.
  • Check in guests, assign rooms, and issue room keys.
  • Address guest inquiries and complaints.
  • Provide information about local attractions, dining, and entertainment.
  • Assist guests with special requests, such as booking transportation or arranging tours.
  • Liaise with housekeeping and maintenance departments to ensure rooms are ready for guests.
  • Coordinate with other departments to ensure guest satisfaction.

Education

12th Standard -

Shree Balkrishna Vithalnath Balika Vidyalaya
Kolkata, India

Skills

  • Guest Relations
  • Team Player
  • OPERA-PMS and CLOUD
  • Report creation
  • Transportation arrangements
  • Reservation management
  • Cash handling experience
  • Language proficiency
  • Housekeeping coordination
  • Complaint handling
  • Check-in and Check-out procedures
  • Property management systems
  • Data entry proficiency
  • First aid training
  • Security awareness
  • Strong interpersonal skills
  • Payment processing
  • Professional appearance
  • Room assignment
  • Guest registration
  • Upselling
  • Telephone Handling

Accomplishments

  • Won "Front of the House" award 3 times in the current place of work.

Languages

English
Hindi
Bengali

Skills Summary

78%, 81%

Timeline

Guest Service Associate

Novotel
08.2024 - Current

Front Office Apprentice

Umaid Bhawan Palace
07.2023 - 07.2024

12th Standard -

Shree Balkrishna Vithalnath Balika Vidyalaya

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Sweta Shaw