Rahul Gupta
Sydney
Summary
Driven professional with over two years of experience in hospitality and customer service, dedicated to enhancing guest experiences and operational efficiency. Proven ability to thrive in high-pressure environments while maintaining exceptional service standards and resolving complex issues with empathy. Proficient in managing front desk operations, mentoring staff, and fostering positive relationships with clients. Committed to continual improvement and adaptability, ready to leverage diverse skills in a new role that promotes customer satisfaction and team collaboration.
Overview
2
2
years of professional experience
Work History
Front Desk Agent
Comfort Inn
03.2023 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Assisted in training new front desk agents, sharing best practices and procedures.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
Customer Service Representative
IO Solutions Call Center
07.2023 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Housekeeping Supervisor
Harbourview Inn & Suites
09.2022 - 02.2023
- Streamlined inventory processes by assessing and replenishing supplies regularly.
- Empowered staff through delegation of tasks to strengthen skills and confidence.
- Communicated repair needs to maintenance staff.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Completed schedules, shift reports, and other business documentation.
- Managed laundry sorting, washing, drying, and ironing.
- Contributed to the hotel''s reputation for excellence by consistently meeting or exceeding cleanliness benchmarks set by the brand.
Education
Post-Baccalaureate Diploma - Business Management
Cape Breton University
Sydney, None12-2024
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Time management
- Listening skills
- Microsoft office
- Administrative support
- File management
- Tourism knowledge
- Office management
- Word processing
Languages
English
Professional Working
Hindi
Native or Bilingual
Timeline
Customer Service Representative
IO Solutions Call Center
07.2023 - 11.2023
Front Desk Agent
Comfort Inn
03.2023 - Current
Housekeeping Supervisor
Harbourview Inn & Suites
09.2022 - 02.2023
Post-Baccalaureate Diploma - Business Management
Cape Breton University
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