Opera
Varis Bakshi
Hospitality &Customer Service
Summary
Experienced hotelier with over Six years of proven organizational and leadership skills. Adept at departmental organization and handling high-level client escalations. Passionate about delivering superior customer service by addressing issues and requests with customized solutions. Dedicated to identifying trends and developing rapid solutions through thorough analysis of customer records, purchases, inquiries, and complaints. Skilled in team training and proficient in various customer service tools. Committed to maintaining high standards of service excellence and seeking to contribute effectively to a dynamic team. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
2
2
Language
Work History
Customer Support Executive
Tui-ferienhaus (OYO HOTELS AND HOMES PRIVATE LIMITED)
2021.12 - Current
- Possessed excellent product knowledge to enhance customer support
- Resolved customer complaints regarding refunds, payment issues, booking problems, and created new bookings
- Oversaw the customer service process, managing guest complaints via Extranet, Yellow Messenger, and the Airbnb portal “igms”
- Proficient in using Google and Microsoft Sheets
- Managed the migration process for TUI towards Belvilla, including process development and team training
- Experienced in team handling, query resolution, and task assignment
- Conducted regular audits of customer service processes to ensure compliance with company standards
- Efficiently handled and resolved queries raised by other team members
- Provided regular training sessions to enhance team skills and knowledge.
- Streamlined support processes for faster resolution times and increased customer loyalty.
- Listened to customers' questions and concerns to provide answers or responses.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
Team Leader Front Office
Andaz (A concept by Hyatt), Delhi
2021.01 - 2021.09
- Managed long stayers billing for FITs and residence guests monthly using Proforma Invoice
- Handled and closed Paymasters and open folios
- Maintained C forms, arrival & departure registers, and profile updates
- Planned and supervised day-to-day reception operations from guest arrival to departure, including room sales and VIP room assignments
- Created crew blocks and managed crew arrivals and departures
- Managed one of the largest inventories in New Delhi with 401 rooms and 123 residences
- Consistently provided professional, friendly, and engaging service
- Assisted guests regarding hotel facilities in an informative and helpful manner
- Responded to each guest who approached the reception desk
- Increased room rates through up-selling room brands
- Followed department policies, procedures, and service standards
- Managed group and FIT reservations
- Acted as Duty Manager during night operations, handling the night audit process during COVID
- Checked out-of-service and out-of-order rooms
- Routed groups or individuals, and issued interim and advance bills for guests
- Handled guest complaints, queries, and requests politely and efficiently.
Front Desk Officer
The Grand, New Delhi
2018.01 - 2019.10
Education
Bachelor in Tourism Studies -
IGNOU University
3-year Diploma in Hotel Management - undefined
JHTC (Jaypee Hotel)
Higher Secondary - undefined
C.B.S.E
Senior Secondary - undefined
C.B.S.E
Skills
Polite, humble, and assertive
Mailingaddress
House No. 1105 Tower B-5 Golf Homes, Sector 4, Greater Noida West, Uttar Pradesh, 201301
Personal Information
- Date of Birth: 05/21/96
- Nationality: Indian (Hindu)
- Marital Status: Single
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge.
Software
WINHMS
Vicas
Safe Lock
Lars
IGMS
Dynamics
ToolBox
AS 400
Global Chat
Airbnb
Yellow Messenger
Booking.com Extranet
Outlook MS-Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteTimeline
Customer Support Executive
Tui-ferienhaus (OYO HOTELS AND HOMES PRIVATE LIMITED)
2021.12 - Current
Team Leader Front Office
Andaz (A concept by Hyatt), Delhi
2021.01 - 2021.09
Front Desk Officer
The Grand, New Delhi
2018.01 - 2019.10
Bachelor in Tourism Studies -
IGNOU University
3-year Diploma in Hotel Management - undefined
JHTC (Jaypee Hotel)
Higher Secondary - undefined
C.B.S.E
Senior Secondary - undefined
C.B.S.E
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