Aayushi Jaswal
Toronto,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated Guest Service Associate committed to maintaining customer satisfaction and contributing to company's success. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
6
6
years of professional experience
Work History
Guest Services Agent /Night Auditor
Doubletree By Hilton
06.2022 - Current
- Welcoming over 100 new arrival pleasantly and confirmed reservations and identification on an average per day. Collecting room deposits, fees, and payments.
- Delivering above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Collaborating with team members to handle guest requirements from check-in through check-out.
- Oversee fast-paced front desk operations and guests' needs at busy facility.
- Answering multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Responding to guest inquiries and resolved complaints to establish trust and increase satisfaction. Also contacting housekeeping staff and maintenance department to resolve issues with guest rooms.
- Handling wake-up calls to determine guests receive prompt and reliable wake-up services.
- Answering questions and addressing, resolving, or escalating issues to management personnel, if need to be, to satisfy guests.
- Using quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Greeting guests at front desk and engaging in pleasant conversations while managing check-in process. Introducing guests to hotel amenities with pleasant and helpful demeanor.
- Directing and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.
- Conducting Briefing for the staff for Night Shift and next day's morning shift. Informing all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests
- Checking accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if required.
- Maintaining a professional and high quality service oriented environment at all times.
- Managing the night shift and coordinating Front Office activities with other departments and to ensure that the public areas are kept clean and tidy.
- Occasionally Assisting guests with their luggage, be a point of contact for our guests and other responsibilities to ensure all requirements are met during our guests stay.
- Working closely with the Housekeeping Department to improve guest services and foster cross departmental communication
- Be aware and able to enforce all fire-life-safety procedures and remain current in all updates with regards to new procedures and trainings.
- Reporting any suspicious persons, activities and/or hazardous conditions to the Security department and/ or the Front Office Manager.
Guest Service Associate/ Night Auditor
Courtyard by Marriott
01.2022 - 12.2022
- Check-in/check-out hotel guests in a timely and professional manner; process all payments according to established procedures to ensure guest satisfaction.
- Accurately balances all hotel income and expenses for the 24-hour hotel operating period.
- Communicates with other hotel departments as necessary to resolve accounting discrepancies and to request or provide information.
- Act as hotel system liaison during night hours and welcome guests in a friendly, prompt and professional manner. Also, answer phones in a prompt and courteous manner.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned bank.
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
- Make appropriate service recovery gestures in order to ensure total guest satisfaction. Perform other duties as assigned. In carrying out your duties you will follow all Company and Brand Standards.
Admin
COVID, 19 Screener, NISBET LODGE
09.2021 - 01.2022
- Performed nasal swab and rapid antibody testing
- Processed positive and negative test responses according to established protocols and reporting requirements
- Donned and removed personal protective equipment (PPE) per company protocols
- Obtained temperatures of visitors and employees at entry of facility and asked screening questions
- Documented novel coronavirus screening assessments
- Protected individual confidentiality as prescribed by local, state and federal mandates
- Supported office operations by expertly handling administrative needs
- Disinfected tools, equipment and surfaces between patients.
Assistant Store Manager
Tim Hortons
05.2019 - 01.2022
- Manage opening and closing procedures and recommend changes to enhance efficiency of daily activities
- Train Team Members in product specifications and selling techniques, significantly increasing customer satisfaction ratings
- Walking through store areas every shift to identify and proactively resolve issues negatively impacting operations
- Interview, hire and train staff associates and equipped to comply with company policies and procedures
- Provide weekly work schedules to employees to accommodate business demands and vacation requests
- Approve regular payroll submissions for employees
- Responds to customer concerns, working with the Store manager to significantly raise customer satisfaction ratings.
Food and Beverage Associate
Courtyard by Marriott
03.2018 - 10.2019
- Inspected preparation and storage equipment regularly to assess and maintain performance for cost- effective, safe operations
- Assisted with conducting pre-shift meetings to review specials, menu changes and house counts
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements
- Trained new staff members on company policies and procedures
- Served and assisted diners by carrying plates of food, taking and delivering beverage orders and refilling glasses
- Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic
- Full service restaurant while maintaining calm, professional demeanor
- Utilized POS system to receive and process food and beverage orders.
Crew Member
McDonald's
06.2017 - 03.2019
- Took orders, prepared meals and collected payments
- Provided excellent customer service by greeting customers and meeting quality expectations
- Assisted other team members to achieve goals
- Prepared products following restaurant, health, and safety standards and procedures
- Worked front counter, drive-thru and other areas
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations
- Documented customer orders and conveyed special requests to kitchen staff
- Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.
Education
Trade Certificate in Global Hospitality Operation in Management and Business -
Seneca College
Markham, ON04.2018
Trade Certificate in Front Office OPerations in Front Office OPerations -
SRM University
Chennai, Tamil Nadu04.2015
BBA - Business Administration
Chandigarh Group of Colleges
Mohali, Punjab11.2012
Skills
- Store Management Experience
- Business Development
- Microsoft Excel
- Office Administration
- Reservations
- Accounts Management
- Ontario Smart Serve
- Safe Food Handling
Accomplishments
Allow me to participate in full contact sparring which helps in self defense and elevates my confidence and fitness level.
Languages
English
Full Professional
Hindi
Native or Bilingual
Hobbies
Learning Muay-Thai (Kick Boxing) for self defense and fitness, which has helped me to be confident and more outgoing.
Timeline
Guest Services Agent /Night Auditor
Doubletree By Hilton
06.2022 - Current
Guest Service Associate/ Night Auditor
Courtyard by Marriott
01.2022 - 12.2022
Admin
COVID, 19 Screener, NISBET LODGE
09.2021 - 01.2022
Assistant Store Manager
Tim Hortons
05.2019 - 01.2022
Food and Beverage Associate
Courtyard by Marriott
03.2018 - 10.2019
Crew Member
McDonald's
06.2017 - 03.2019
Trade Certificate in Global Hospitality Operation in Management and Business -
Seneca College
Trade Certificate in Front Office OPerations in Front Office OPerations -
SRM University
BBA - Business Administration
Chandigarh Group of Colleges
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