Summary
Work History
Education
Skills
Languages
Timeline
Generic

Darsil Shah

Etobicoke

Summary

Enthusiastic, customer-focused professional seeking a role as a Customer Service Representative. Proven ability to utilize communication and problem-solving skills to ensure customer satisfaction and contribute to the success of the organization. Committed to providing exceptional service and developing meaningful relationships to enhance the customer experience.

Work History

Guest Service (Front Desk)

Holiday Inn Express and Suites
  • Adeptly handled guest calls, ensured smooth check-ins and morning check-outs, and responded to guest requests with timely solutions.
  • Consistently updated guest information in Quore for Housekeeping Supervisors by creating work orders and adding notes for early departures, stayovers, and back-to-back reservations.
  • Proficient in IHG Concerto and Merlin, having completed multiple Merlin courses, and fully versed in IHG programs like MyID, Loyalty Connect, GRS, and Guest Relations, including strategies to avoid case management fees.
  • Effectively recognized IHG members from Club to Diamond at check-in and assisted new guests with enrollment.
  • Hands-on experience using Onity key card systems and handling financial tasks like merchant disputes, IHG Reward Night, and Direct Bill (DB) reconciliations.
  • Regularly routed third-party, Reward Night, and DB payments, while also managing group reservations and performing nightly audit procedures including walk-in availability assessments.

Direct Marketing and Sales Coordinator

Innit Management Inc.
  • Promote and sell products to existing and new clients.
  • Identify and solicit prospective clients, working on a lead list provided by the employer.
  • Provide estimated cost of installing a new product or service based on client’s need.
  • Write and submit accurate orders for new and existing clients.
  • Running campaigns through direct sales and marketing using the RM platform Salesforce.
  • Persistently stay in contact with the existing clients as part of after-sales service to provide ongoing support and resolve any product or service-related issue.
  • Develop reports and visuals as part of a sales presentation to illustrate benefits from use of service.
  • Supervise and train the newly hired telecommunications sales representatives and share best practices with them.

Store Associate

Mamma's Pizza
  • Ensuring Customer Service Standards are met by staff.
  • Ensuring orders are taken and filled quickly and accurately.
  • Ensuring opening and closing procedures are properly completed.
  • First point of contact for customer concerns and during escalations.
  • Training new hires as per franchisee requirements.
  • Managing inventory as well running payrolls for staff.
  • Ensuring to maintain professional environment for everyone in order to get best out of staff.

Food Service Supervisor

Fat Bastard Burrito Co.
  • Ensuring Customer Service Standards are met by staff.
  • Ensuring orders are taken and filled quickly and accurately.
  • Ensuring opening and closing procedures are properly completed.
  • First point of contact for customer concerns and during escalations.
  • Training new hires as per franchisee requirements.

Front Desk

InterContinental Toronto Centre
05.2025 - Current
  • Expert in delivering exceptional, five-star guest service from initial welcome to final departure, ensuring a memorable and positive experience.
  • Proficient in guest registration, efficient key issuance, and providing detailed information on hotel services and amenities to enhance the guest stay.
  • Skilled in service recovery; adept at resolving guest complaints with empathy and effective solutions to ensure total satisfaction and loyalty.
  • Proven expertise in revenue maximization through strategic upselling of room categories and hotel amenities, directly contributing to increased profitability.
  • Meticulous management of all front desk financial transactions, including cash, credit, and debit processing, with a 100% accuracy rate in report preparation and deposit handling.
  • Expert in managing guest safe-deposit boxes with strict adherence to security and privacy protocols.
  • Proficient in managing the end-to-end reservations process for individuals and groups, including bookings, modifications, cancellations, and meticulous information updates.
  • Effective communication of guest needs and potential issues to management and relevant departments to ensure seamless service delivery and prompt follow-up.
  • Proven ability to promote a collaborative environment through daily coordination with housekeeping, maintenance, and management to ensure quality service and operational efficiency.
  • Reliable execution of a wide range of administrative duties as assigned by management, including concierge services, facilitating special guest requests, and conducting property tours.

Education

Postgraduate - Mobile Application Design and Development

Lambton College
Toronto, ON

Bachelor's Degree - Bachelors of Computer Applications

Gujarat University
Ahmedabad, GJ

Skills

  • Active listener
  • Time management
  • Adaptability
  • Critical thinker
  • Multi-tasker
  • Excellent communicator
  • Teamwork
  • Detail oriented
  • Problem-solving

Languages

English - Native
Full Professional
Hindi - Native
Full Professional
Gujarati - Native
Full Professional

Timeline

Front Desk

InterContinental Toronto Centre
05.2025 - Current

Guest Service (Front Desk)

Holiday Inn Express and Suites

Direct Marketing and Sales Coordinator

Innit Management Inc.

Store Associate

Mamma's Pizza

Food Service Supervisor

Fat Bastard Burrito Co.

Bachelor's Degree - Bachelors of Computer Applications

Gujarat University

Postgraduate - Mobile Application Design and Development

Lambton College

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Darsil Shah