Ishita Patel
Toronto
Summary
At Marriott International, Inc., I spearheaded initiatives to pinpoint and rectify team inefficiencies, significantly enhancing guest experiences through strategic problem-solving and effective communication. My expertise in upselling and relationship building not only boosted revenue but also fostered a culture of excellence in customer service, achieving remarkable guest satisfaction levels.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Relief Leader (MOD)- Guest Experience Expert
Marriott International, Inc.
07.2022 - Current
- Identified team weak points and implemented corrective actions to resolve concerns.
- Oversaw day-to-day activities of employees in fostering inspiring atmosphere to optimize employee experiences.
- Utilized knowledge of local attractions to assist guests in planning their stays, enhancing overall experience.
- Enhanced guest satisfaction by addressing and resolving concerns promptly and professionally.
- Maintained high levels of cleanliness in common areas and guest rooms, ensuring a welcoming environment.
- Implemented effective up-selling techniques for additional revenue generation while maintaining genuine care for the guest''s needs.
- Handled guest complaints with tact and empathy, resulting in successful conflict resolution.
- Trained new team members on company policies and procedures, fostering a culture of excellence in customer service delivery.
- Coordinated smooth communication between departments for seamless guest services delivery.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Maintained high level of professionalism and discretion when dealing with guests.
- Facilitated and coordinated transportation services for guests.
- Assisted with luggage handling, valet services and concierge services.
Guest Service Representative
Novotel North York
09.2019 - 07.2022
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Organized transportation arrangements for guests when needed, coordinating with shuttle drivers or reputable taxi services to ensure prompt and reliable travel assistance.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Prepared reports on guest satisfaction levels and other metrics.
Front Office Executive Cum Duty Manager
Grand Mercure Vadodara
09.2016 - 05.2018
- Maintained strict compliance with security protocols while managing sensitive guest information confidentially and securely.
- Generated revenue by upselling room upgrades, amenities, and services when applicable to guests'' needs.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Participated in regular staff meetings to discuss best practices and address any areas needing improvement within the front office team.
- Maintained accurate records of guest information through diligent documentation and data entry efforts.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Defined clear targets and objectives and communicated to other team members.
Front Office Executive
J W Marriott
10.2015 - 08.2016
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Scheduled meetings, coordinated with invitees and organized logistics, technology and refreshments for executive management and customers.
- Collaborated with other departments to coordinate events, meetings, and conferences for successful outcomes.
- Monitored inventory levels of supplies at the front desk area, ordering replacements as necessary to maintain smooth operations.
- Effectively communicated policies regarding payments, cancellations, late arrivals, or no-shows clearly to guests during registration processes.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Guest Service Associate
J W Marriott
04.2013 - 09.2015
- Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores.
- Walked through properties to maximize guest safety and clear areas of trash and debris.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Scheduled and confirmed restaurant reservations for guests.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Assisted with luggage handling, valet services and concierge services.
Education
BBA (Hons) in Hospitality Management - Hospitality Management
C Z Patel College of Business & Management
Gujarat, India03-2013
Skills
- Relationship building
- Patience and composure
- Upselling strategies
- Motivating teams
- Feedback implementation
- Guest services
- Team building
- Detail-oriented
- Multitasking Abilities
- Problem-solving abilities
- Decision-making
- Effective communication
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Gujarati
Native or Bilingual
Marathi
Professional Working
Certification
# Certified Hotel Professional- Asian American Hotel Owners Association (AAHOA)
# Certificate of Appreciation :
- Courtyard Marriott Ahmedabad, Gujarat, India.
- Hyatt Regency Pune, Maharashtra, India.
- J W Marriott Hotel Pune, Maharashtra, India.
# Executive Development Program Certification with Marriott International.
# Service Excellence Award- Marriott International.
# Spirit To Serve Award- Marriott International.
Timeline
Relief Leader (MOD)- Guest Experience Expert
Marriott International, Inc.
07.2022 - Current
Guest Service Representative
Novotel North York
09.2019 - 07.2022
Front Office Executive Cum Duty Manager
Grand Mercure Vadodara
09.2016 - 05.2018
Front Office Executive
J W Marriott
10.2015 - 08.2016
Guest Service Associate
J W Marriott
04.2013 - 09.2015
BBA (Hons) in Hospitality Management - Hospitality Management
C Z Patel College of Business & Management
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