Summary
Overview
Work History
Education
Skills
Software Skills
Languages
Timeline
Generic
Tony Jacob

Tony Jacob

Cherthala

Summary

Dynamic hospitality professional with extensive experience, excelling in guest communication and complaint resolution. Proven ability to enhance guest satisfaction through effective reservation management and a team player mentality. Recognized for streamlining operations, contributing to revenue growth, and fostering positive relationships with guests.

Overview

1
1
year of professional experience

Work History

Front Office Trainee Supervisor

Starlit Suites
Kochi
11.2024 - Current
  • Enhanced guest satisfaction by providing exceptional front desk service and addressing inquiries promptly.
  • Handled challenging situations effectively, resolving guest complaints in a professional manner.
  • Assisted in the planning and execution of special events, ensuring that guests received a memorable experience during their stay.
  • Streamlined check-in and check-out processes for increased efficiency and reduced waiting times for guests.
  • Maintained accurate records of guest reservations, payments, and special requests for improved organization and communication among team members.
  • Upheld strict confidentiality of sensitive guest information, as required by company policies and data protection regulations.
  • Developed a strong rapport with guests, leading to positive reviews and repeat business for the hotel.
  • Resolved customer issues quickly, and notified the supervisor immediately when problems escalated.
  • Ensured smooth communication between front office staff and other departments. Fostering a collaborative work environment.
  • Actively participated in team meetings, sharing feedback on current procedures, and suggesting improvements for better guest experiences.
  • Performed administrative tasks such as filing paperwork, updating databases, and organizing documentation for easy access by team members.
  • Balanced the daily cash drawer accurately at the end of each shift, minimizing discrepancies in financial reporting.
  • Contributed to revenue growth by identifying opportunities for upselling rooms and packages during peak seasons.
  • Helped achieve high occupancy rates through effective reservation management and proactive communication with prospective guests about available rooms.
  • Managed phone lines efficiently, directing calls to appropriate departments or taking detailed messages as needed.
  • Answered and managed incoming and outgoing calls, while recording accurate messages for distribution to office staff.
  • Utilized office management software to record and track customer information.
  • Reviewed files, records, and other documents to obtain information to respond to requests.
  • Oversaw daily operations of the department, ensuring a smooth workflow and timely completion of tasks.
  • Improved customer satisfaction with timely responses to inquiries, addressing concerns, and finding effective solutions
  • Maintained high safety standards to ensure a secure workplace for all employees and visitors.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with the company goals.
  • Processed incoming and outgoing mail and packages according to established procedures.

Guest Services Associate

Haze & Kites Resort
Munnar
  • Greeted guests upon arrival by providing a warm welcome.
  • Streamlined check-in process to decrease wait times, and increase customer satisfaction.
  • Worked closely with guests, some VIPs or celebrities, with a high degree of respect for privacy.
  • Assisted guests with check-ins, account inquiries, and any additional services needed.
  • Acted as a liaison between guests and hotel departments to facilitate communication regarding special requests or concerns, effectively addressing any issues that arose during their stay.
  • Upheld hotel policies and procedures by providing a high level of customer service.
  • Provided each guest with a list of the resort's activities and events upon check-in to enhance their stays.
  • Processing guest payments and managing bills.
  • Maximized revenue by upselling room upgrades and additional services.
  • Acted as a central source of information for guests during their stay.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
  • Coordinating third-party services, such as tour guides, taxis, airport transfers, and rental cars.
  • Supported front desk team members during peak times. Ensuring efficient operations under high-pressure situations.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Investigated guest challenges and sources of dissatisfaction to offer timely solutions.
  • Developed strong relationships with repeat customers, fostering loyalty and return visits.
  • Facilitated and coordinated transportation services for guests.
  • Provided accurate information regarding local attractions, restaurants, and activities.
  • Created a welcoming and comfortable environment for guests.

Hotel Reservations / Telephone Operator

Rayan Hotel
Sharjah
  • Answer phone calls and attend to guests' requests to book rooms or events at the hotel.
  • Checked the internal booking system and made the booking for the guest.
  • Liaise with the other reservations staff in the team, and provide detailed handovers so that the next shift runs smoothly.
  • Provide outstanding customer service to all guests at all times.
  • Directs calls to guest rooms, staff, or departments through the switchboard.
  • Operated the switchboard and routed incoming calls to the appropriate departments.
  • Provided information about hotel services to guests.
  • Kept records of calls placed and received by all departments.
  • Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
  • Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
  • Assisted colleagues with achieving task requirements, aiding team productivity, and performance.
  • Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.
  • Implemented a personal follow-up system for unresolved issues, increasing customer satisfaction.
  • Directed emergency calls to appropriate departments, ensuring swift action for critical situations.

Operations Assistant

Anwayas Perfect Group
Kottayam
  • Creative coordination.
  • Managed day-to-day department operations with effective workflow coordination.
  • Solved problems timely and effectively, ensuring customer satisfaction.
  • Collaborated with other departments to foster the smooth operation of daily processes.
  • Prepared and delivered operational performance reports to inform management.
  • Monitored and updated inventory levels, and maintained accurate records of inventory and stock movements.
  • Fostered a culture of continuous improvement by organizing monthly review meetings to discuss operational challenges and solutions.
  • Improved team morale and motivation by organizing regular feedback sessions, and recognizing outstanding performances.
  • Assisted with the preparation of operational reports, providing insights for strategic planning sessions.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.

Office Assistant

Perfect Media
Kottayam
  • Increased customer satisfaction by providing professional, courteous front desk support.
  • Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
  • Contributed to a positive work environment by fostering open communication among colleagues.
  • Supported executive staff with well-prepared reports, presentations, and meeting materials.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Strengthened office organization by implementing new filing systems and digital record-keeping practices.
  • Kept office supplies well-organized and sufficiently stocked, placing orders promptly to replenish materials before they were depleted.

Receptionist Cum Studio Assistant

Studio New Graphics
Alappuzha
  • Greeted incoming visitors and customers professionally, and provided friendly, knowledgeable assistance.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Handled cash transactions and maintained sales and payment records accurately.
  • Assisted during photo shoots.
  • Prepared equipment for photoshoots.
  • Maintained studio equipment, including cameras, microphones, and computers, to prevent schedule disruptions.

Education

DIPLOMA - PHOTO JOURNALISM

Kerala Media Academy
Kerala, India
01-2021

DIPLOMA - GRAPHIC DESIGNING

Sree Sankara College of Multimedia
Kerala, India
01-2016

PLUS TWO -

Kerala Board
Kerala, India
01-2015

SSLC -

Kerala Board
Kerala, India
01-2011

Skills

  • Listening skills
  • Complaint handling
  • Guest complaint resolution
  • Reservation management
  • Special requests handling
  • Language proficiency
  • Computer skills
  • Patience and composure
  • Hospitality services
  • Team player mentality
  • Guest communication
  • Property management systems

Software Skills

  • Wincloud
  • IDS
  • Adobe Photoshop
  • Adobe Lightroom
  • MS Office

Languages

  • English
  • Malayalam
  • Tamil
  • Hindi

Timeline

Front Office Trainee Supervisor

Starlit Suites
11.2024 - Current

Guest Services Associate

Haze & Kites Resort

Hotel Reservations / Telephone Operator

Rayan Hotel

Operations Assistant

Anwayas Perfect Group

Office Assistant

Perfect Media

Receptionist Cum Studio Assistant

Studio New Graphics

DIPLOMA - PHOTO JOURNALISM

Kerala Media Academy

DIPLOMA - GRAPHIC DESIGNING

Sree Sankara College of Multimedia

PLUS TWO -

Kerala Board

SSLC -

Kerala Board

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Tony Jacob