Pooja Sharma
Calgary,AB
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Dual Guest Experience Specialist
Courtyard by Marriott and Residence by Marriott
Calgary, AB
04.2024 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in/out processes for improved efficiency and reduced wait times.
- Implemented strategies to optimize inventory management, reducing waste and increasing cost savings.
- . Streamlined communication between departments to improve coordination efforts in delivering seamless guest experiences.
- . Ensured adherence to brand standards throughout all aspects of day-to-day operations.
- Developed strong relationships with guests, fostering loyalty and repeat business through attentive service and genuine care.
- Promoted hotel amenities such as dining options or spa services to enhance guest stay experience.
- Responded to guest inquiries to maximize guest satisfaction.
- Managed check-in and check-out procedures for guests.
Senior Guest Service Agent/ Duty on Manager
Sandman Hotel & Suites
Calgary, AB
03.2019 - Current
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Handled guest complaints with tact and diplomacy, working towards mutually beneficial resolutions.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Facilitated and coordinated transportation services for guests.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Assisted with luggage handling, valet services and concierge services.
- Managed reservation systems, accurately inputting guest information and maintaining up-to-date records.
Manager on Duty
Husky Energy
Calgary
08.2018 - 01.2019
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Boosted team performance by developing customer service training materials and conducting service training.
- Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
- Assessed the impact of new policies or procedures on operational efficiency before implementation thus allowing for continuous improvement efforts.
- Collaborated with other managers on strategic initiatives, sharing best practices to achieve common goals across the organization.
Retail Sales Supervisor
Husky Energy
Calgary, AB
07.2015 - 07.2018
- Trained and oriented associates to maximize team performance.
- Greeted customers and helped with product questions, selections, and purchases.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
Travel Agent Assistant
Onkar Travel Etobivoke
Ontario
08.2014 - 05.2015
- Conducted market research to investigate potential new travel destinations.
- Assisted in the coordination of group travel arrangements, ensuring a smooth experience for all participants.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
Education
Diploma - Tourism And Hospitality
Humber College Etobicoke
Ontario09.2014
Bachelor Of Tourism Management - Airline And Tourism
Punjab Technical University
Jalandhar, India05.2011
Skills
- Guest experiences
- Training and mentoring
- Data Entry
- Travel Arrangement Coordination
- Documentation And Reporting
- Reservation Processing
- Guest Orientation
- Decision-making capabilities
- Time management expertise
- Computer Skills
- Reservation Management System
- Issue Resolution
- Guest Relations Management
- Customer Service
- Friendly, Positive Attitude
- Excellent Communication
- Supervision and leadership
- Exceptional communication
- Feedback collection
- Complaint Handling
- Guest Relations
Languages
English
Full Professional
Certification
- Pro Serve liquor Staff Training (AGLC)
- Standard First Aid certified - CPR /AED
- White Hat Academy Certification
- Guest service Excellence certification
- Online travel training certificate ( Taiwan , florida, Dominicia , Hawai and Thailand )
- Canada specialist Accerditation (CSP : Canada tourism Commission)
- PMS :- Maestro PMS , Opera cloud ,FOSSE
Timeline
Dual Guest Experience Specialist
Courtyard by Marriott and Residence by Marriott
04.2024 - Current
Senior Guest Service Agent/ Duty on Manager
Sandman Hotel & Suites
03.2019 - Current
Manager on Duty
Husky Energy
08.2018 - 01.2019
Retail Sales Supervisor
Husky Energy
07.2015 - 07.2018
Travel Agent Assistant
Onkar Travel Etobivoke
08.2014 - 05.2015
Diploma - Tourism And Hospitality
Humber College Etobicoke
Bachelor Of Tourism Management - Airline And Tourism
Punjab Technical University