Experience

Super 8

• Hospitality
• 700 & Above Employee

• Assistant to General Manager

  • Jul 2019 - 4 years 6 months

  Harrisonburg, Virginia, United States • Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency. • Trained new staff on correct procedures, compliance requirements and performance strategies. • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention. • Managed front desk maintenance of client records • Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest… Show more • Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency. • Trained new staff on correct procedures, compliance requirements and performance strategies. • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention. • Managed front desk maintenance of client records • Responded to telephone, email, and in-person inquiries regarding reservations, hotel information and guest concerns. • Resolved guest issues with rooms or reservations with knowledgeable and friendly service. • Oversaw fast-paced front desk operations and guests' needs at busy facility. • Handled tasks and responsibilities for front office employees during periods of understaffing. • Resolved guest complaints by addressing issues with rooms promptly. • Created lasting relationships with guests that built loyalty and drove hotel revenue. • Prepared weekly employee work schedules for team members. • Kept accounts in balance and ran daily reports to verify totals. • Ran reports detailing daily guest numbers, accounting expenses and income and room service usage. • Checked guests in out of hotel, made reservations and processed payments. • Collected room deposits, fees and payments. • Increased customer service ratings through personable service. • Provided services efficiently and with high level of accuracy. Show less



Wyndham Hotels & Resorts

• United States
• Hospitality
• 700 & Above Employee

• Assistant General Manager

  • Sep 2022 - 1 year 4 months

  Harrisonburg, Virginia, United States



Days Inn by Wyndham

• United States
• Hospitality
• 700 & Above Employee

• Manager

  • Dec 2018 - Jul 2019

  New Orleans, Louisiana, United States FRONT DESK ASSOCIATE 12/2018 to 07/2019 Days Inn By Wyndham | New Orleans, LA • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention. • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel. • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. • Took reservations over phone, in person and via computer for… Show more FRONT DESK ASSOCIATE 12/2018 to 07/2019 Days Inn By Wyndham | New Orleans, LA • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention. • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel. • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. • Took reservations over phone, in person and via computer for guests and provided confirmation information. • Collected room deposits, fees and payments. • Kept accounts in balance and ran daily reports to verify totals. • Confirmed relevant guest information and payment methods to prevent fraud. • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout. • Politely welcomed arriving guests, providing room keys and information on amenities and policies. Show less



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• Senior Associate

  • Apr 2011 - Nov 2018

  Mumbai Metropolitan Region SENIOR ASSOCIATE 04/2011 to 11/2018 Tech Mahindra Business Services | Mumbai, Maharashtra India • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Answered customer telephone calls promptly to avoid on-hold wait times. • Answered constant flow of customer calls with minimal wait times. • Offered advice and assistance to customers, paying attention to special needs or wants. • Responded to… Show more SENIOR ASSOCIATE 04/2011 to 11/2018 Tech Mahindra Business Services | Mumbai, Maharashtra India • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Answered customer telephone calls promptly to avoid on-hold wait times. • Answered constant flow of customer calls with minimal wait times. • Offered advice and assistance to customers, paying attention to special needs or wants. • Responded to customer requests for products, services and company information. • Provided primary customer support to internal and external customers. • Collected customer feedback and made process changes to exceed customer satisfaction goals. • Provided information regarding charge accounts and loyalty programs. • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up. • Consulted with outside parties to resolve discrepancies and create expert solutions. • Investigated and resolved customer inquiries and complaints quickly. • Responded proactively and positively to rapid change. • Delivered prompt service to prioritize customer needs. • Met customer call guidelines for service levels, handle time and productivity. • Educated customers about billing, payment processing and support policies and procedures. • Responded to customer requests, offering excellent support and tailored recommendations to address needs. Show less



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Associate

  • Mar 2010 - Mar 2011

  Mumbai Metropolitan Region SENIOR ASSOCIATE 03/2010 to 04/2011 SITEL PVT LTD | Mumbai, Maharashtra India • Assigned tasks, reviewed performance and devised improvement plans or corrections. • Developed junior team members and cultivated collaborative culture. • Promptly addressed concerns, complaints and inquiries to meet customer satisfaction. • Offered each customer top-notch, personal service to boost sales and customer satisfaction. • Offered Trainline Customer's Help with their Ticketing… Show more SENIOR ASSOCIATE 03/2010 to 04/2011 SITEL PVT LTD | Mumbai, Maharashtra India • Assigned tasks, reviewed performance and devised improvement plans or corrections. • Developed junior team members and cultivated collaborative culture. • Promptly addressed concerns, complaints and inquiries to meet customer satisfaction. • Offered each customer top-notch, personal service to boost sales and customer satisfaction. • Offered Trainline Customer's Help with their Ticketing Inquiry, Train Delays, help with Baggage and Train Schedule Show less



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Associate

  • Dec 2006 - Jun 2009

  Mumbai Metropolitan Region ASSOCIATE 12/2006 to 06/2009 Wipro- Delta Airlines | Mumbai, Maharashtra India • Handled Domestic Flight Booking and SkyMiles rewards booking for Delta Airlines. • Handled International Flight Booking for Singapore Airlines. • Worked varied hours, days, nights, and weekends as business needs dictate. • Managed customer relations and customer service through daily communication and interaction. • Maximized customer interactions by promptly identifying needs and… Show more ASSOCIATE 12/2006 to 06/2009 Wipro- Delta Airlines | Mumbai, Maharashtra India • Handled Domestic Flight Booking and SkyMiles rewards booking for Delta Airlines. • Handled International Flight Booking for Singapore Airlines. • Worked varied hours, days, nights, and weekends as business needs dictate. • Managed customer relations and customer service through daily communication and interaction. • Maximized customer interactions by promptly identifying needs and wants. • Increased customer satisfaction significantly within department Show less