Summary
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative
DIKSHA SHARMA

DIKSHA SHARMA

Toronto,Ontario

Summary

A passionate hotelier with over 8 years of rich experience in hotel and rooms operations. Expert in Front Office, Guest Experience and Team Management. Demonstrated excellence in developing and follow up of the service standards and operational policies, with a good track record of planning & implementing. Recognized for outstanding organizational skills, public relations and an ability to consistently exceed guest expectation. A demonstrator who can adapt to changing situations and different cultures to achieve results. Designed & implemented training programs for bringing keen customer focus, high energy level and team spirit in the employees.

Work History

ROYAL CLUB MANAGER

THE LEELA AMBIENCE GURUGRAM
GURUGRAM, HARYANA
01.2024 - 06.2025
  • Oversaw Butlers Team, Royal Club Lounge & Lounge Reception, ensuring flawless operations and elevated service standards.
  • Delivered bespoke, high-touch experiences for VIP and corporate guests, consistently exceeding expectations.
  • Conducted VIP arrivals, private check-ins & room inspections, ensuring perfection at every touchpoint.
  • Led, trained & inspired lounge associates, fostering a culture of excellence, teamwork, and precision.
  • Built guest loyalty through anticipatory, personalized service, turning first-time visitors into repeat customers.
  • Enhanced guest satisfaction & loyalty scores, driving repeat business and strengthening brand reputation.
  • Ensures recognition of employees is taking place across areas of responsibility.

GUEST RELATIONS MANAGER

JW MARRIOTT PHUKET RESORT & SPA
PHUKET, THAILAND
01.2023 - 01.2024
  • Oversaw VIP and regular guest experiences, ensuring personalized service and consistently high satisfaction scores.
  • Led service recovery efforts, resolving guest complaints promptly and maintaining loyalty, contributing to an increase in guest satisfaction scores.
  • Coordinated seamlessly with front office, concierge, and other departments to ensure smooth operations and memorable guest experiences.
  • Trained and mentored guest relations, front desk, and concierge staff improving service delivery and team efficiency.
  • Monitored guest feedback and implemented strategies that enhanced overall guest satisfaction and repeat visits.
  • Served as the primary point of contact for high-profile guests and special events, ensuring flawless execution of services.
  • Responsible for coordinating with all departments to create 'wow' experiences, ensuring guests leave with lasting impressions.

DUTY MANAGER

LUXURY APARTMENTS QATAR BY ACCOR
DOHA, QATAR
01.2022 - 01.2023
  • Worked in mass project which aims to provide more than 70,000 rooms to FIFA World Cup Fans World Cup.
  • Handled 13 buildings with more than 1000 rooms for Fans Accommodation.
  • Coordinated with vendors for repair and maintenance of buildings.
  • Preparing night audit reports for Finance in accordance with the set financial reports for multiple buildings.
  • Formulating and implementing processes for the smooth functioning of the department ensuring high guest satisfaction.
  • Lead the team successfully and managed to establish excellent guest feedback on services.

FRONT OFFICE SUPERVISOR

THE LEELA MUMBAI
MUMBAI, MAHARASHTRA
01.2018 - 01.2019
  • Overall In charge of Reception to ensure smooth operations.
  • Responsible for all Financial Queries, Paymasters, & Group Billing.
  • Coordinated with housekeeping, concierge, and other departments for seamless guest experiences.
  • Trained, coached, and motivated front desk associates to deliver exceptional hospitality standards.

ROOMS CONTROLLER/FRONT DESK EXECUTIVE

JW MARRIOTT BANGALORE
BANGALORE, KARNATAKA
01.2019 - 01.2021
  • Overall Responsible for room blocking, business blocks and group movements in the hotel.
  • Profile merging and making arrival departure pattern for next day arrivals.
  • Sending a pre - arrival welcome email confirming their preferences and requests.
  • Taking training sessions for employees.
  • Assisting Front Office Manager on controlling room inventory.
  • Oversaw front desk operations (in terms of Reception Rosters, Trainings, Operations Audits, Checking Registration Cards, & Crew Handling Etc.).
  • Acted as duty manager, responsible for night shift operations, and night audits.

FRONT DESK ASSISTANT

JW MARRIOTT HOTEL NEW DELHI AEROCITY
DELHI, INDIA
01.2017 - 01.2018
  • Performed all duties at Front desk as necessary.
  • Worked in all functional areas such as Reception, Cashiers, Business Center, and Royal Club.
  • Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
  • Requisite Departmental Stores for the entire month in accordance with the departmental budget and the hotels occupancy forecast.

GUEST RELATIONS ASSISTANT

THE LEELA AMBIENCE GURUGRAM
GURUGRAM, HARYANA
01.2016 - 01.2017
  • Delivered personalized guest experience by managing arrivals, special request and service recovery.
  • Acted as the key contact for guests, ensuring seamless communication and problem resolution.
  • Coordinated with cross-functional teams to provide tailored services for VIP and repeat guests.
  • Maintained detailed guest profiles to enhance satisfaction and ensure loyalty recognition.

Education

Bachelors of Commerce -

Himachal Pradesh University
01.2016

Diploma in Aviation & Hospitality -

Frankfinn Institute
01.2016

Skills

  • Workflow Optimization
  • Opera - Property Management System
  • Staff Management
  • Data Entry
  • Problem Resolution
  • Staff Training and Development
  • Performance reviewing
  • Revenue management
  • Training and coaching
  • Team Leadership
  • Decision-making capabilities
  • Persuasion skills

Languages

English
Hindi

Timeline

ROYAL CLUB MANAGER

THE LEELA AMBIENCE GURUGRAM
01.2024 - 06.2025

GUEST RELATIONS MANAGER

JW MARRIOTT PHUKET RESORT & SPA
01.2023 - 01.2024

DUTY MANAGER

LUXURY APARTMENTS QATAR BY ACCOR
01.2022 - 01.2023

ROOMS CONTROLLER/FRONT DESK EXECUTIVE

JW MARRIOTT BANGALORE
01.2019 - 01.2021

FRONT OFFICE SUPERVISOR

THE LEELA MUMBAI
01.2018 - 01.2019

FRONT DESK ASSISTANT

JW MARRIOTT HOTEL NEW DELHI AEROCITY
01.2017 - 01.2018

GUEST RELATIONS ASSISTANT

THE LEELA AMBIENCE GURUGRAM
01.2016 - 01.2017

Bachelors of Commerce -

Himachal Pradesh University

Diploma in Aviation & Hospitality -

Frankfinn Institute

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DIKSHA SHARMA