POOJA JOSHI
Etobicoke,ON
Summary
Dynamic Front Desk Concierge with a proven track record at Knights On Guard Security, enhancing guest satisfaction through exceptional communication and concierge services knowledge. Skilled in conflict resolution and relationship building, adept at transforming guest experiences. Trained new staff, fostering a team-player attitude and operational efficiency. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
2
2
years of professional experience
Work History
Front Desk Concierge
Knights On Guard Security
11.2023 - Current
- Used internal software to process reservations, check-ins and check-outs.
- Handled guest complaints promptly, ensuring swift resolution and fostering positive relationships with customers.
- Assisted guests with reservations, modifications, and cancellations in a courteous and professional manner.
- Enhanced customer satisfaction by providing timely and accurate information on hotel facilities and services.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Scheduled and confirmed restaurant reservations for guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
CONCIERGE /Front Desk Agent
Paragon Security
09.2022 - 01.2024
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Maintained accurate and up-to-date records of guest information.
- Collected room deposits, fees, and payments.
- Enforced policies and procedures to increase efficiency.
- Developed and maintained positive relationships with guests for satisfaction.
- Trained new staff members in customer service techniques and operations.
Education
Diploma - Computer Programming
Seneca College of Applied Arts And Technology
North York, ON07.2025
Skills
- Team player attitude
- Conflict Resolution
- Transportation Coordination
- Exceptional communication
- Concierge services knowledge
- Guest Relations
- Decision-Making
- Relationship Building
- Active Listening
- Calendar and Scheduling Software
- Event Planning
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Front Desk Concierge
Knights On Guard Security
11.2023 - Current
CONCIERGE /Front Desk Agent
Paragon Security
09.2022 - 01.2024
Diploma - Computer Programming
Seneca College of Applied Arts And Technology
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