● Managed 1399 rooms at 19 different locations (1/2/3 BHK Apartment) through resolving guest issues by taking appropriate steps as per SOPs.● Led 81 team members (61 receptionists, 20 Bellman) and created summary of activities to FOM and SOM through resolving guest issues by taking appropriate steps as per SOPs.● Managed Front Desk including roster, performance management, OJT training, counseling, guiding, offering feedback, evaluating, and supporting team at the desks Liaison● Facilitated the arrival, rooming, and departure of key/VIP guests offering superior customer services● Trained team handle guest feedback, determining appropriate actions to ensure exceeding guests’expectations

● Resolved 300+ weekly customer inquiries via phone and email, consistently exceeding● Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6 %● Exercised and ensured proper selling, and up-selling techniques to generate maximum revenue● Supported Revenue Manager during overbooking, system failure, and other critical cases.● Maintained accurate records of data essential to future business plans and generate weekly and monthly reports required by the management and owners● Trained and mentored 4 new employees on conflict resolution● Helped develop new customer service rep training program that cut training time in half from 1 month to 2 weeks● Assisted the reservations manager to control rates for group business, low yielding rooms allocations, complimentary rooms and upgrading during the peak season when occupancy was above 85%

• Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.• Process reservations from the sales office, other hotel departments, and travel agents.• Create and maintains reservation records by date of arrival and alphabetical listing.• Determines room rates based on the selling tactics of the hotel.• Prepares letters of confirmation. Communicates reservation information to the front desk

• Assisting customers over the phone• Keeping a record of the stock• Ordering new stock where necessary and putting it out.