Richa Mishra
Niagara Falls,Canada
Summary
A highly motivated front desk senior agent with a 3 year bachelors degree in Hotel Management and a 1 year post graduation Certificate Graduate in Hospitality and Tourism Management with over 1.5 years of hands on experience in the hospitality industry possessing excellent customer service and hospitality skills within all the environments. Prepared to develop and implement diverse skill set and technical knowledge to leadership personnel. Highly dependable, ethical and reliable support that blends advanced organizational, technical and business acumen.
Overview
5
5
years of professional experience
Work History
Front Office Senior Agent
Marriott Niagara Falls
Niagara Falls , Ontario
05.2024 - Current
- Assisted in the training of new agents and provided guidance to junior staff.
- Analyzed customer feedback data to identify areas of improvement in customer service strategies.
- Resolved escalated customer complaints by providing solutions that were satisfactory to both parties involved.
- Formulated strategies to enhance customer experience via effective communication and resolving issues.
- Assessed productivity metrics routinely to spot enhancement opportunities
- Scrutinized team reports thoroughly ahead of presenting to upper management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Front Office Representative
Marriott Niagara Falls
Niagara Falls , Canada
04.2023 - Current
- Adjusting the work tasks of the Front office and circle back to their satisfaction of the Front Office and association's objectives and goals
- Demonstrating seamless arrival and departure experience for the guests by providing best possible experience for our guests
- Receiving numerous positive reviews and ratings by improved and great customer interactions
- Resolving guest issues and complains and escalated if needed to the right management
- Handling guest queries through phone or face to face interaction in a professional manner
- Providing excellent customer service by anticipating guest needs and responding promptly to requests
- Upsold additional products or services to customers when appropriate
- Assisting with training new front office personnel when necessary
- Offered regulatory help to colleagues, taking on extra tasks during high-volume periods
- Managed bookings through various online reservation systems
- Reviewed daily reports on occupancy levels, room availability, and rate changes
Customer Service Lead and Travel Consultant
British Airways
10.2021 - 10.2022
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Assisted customers in making changes to existing itineraries or canceling trips
- Provided excellent customer service to resolve customer complaints in a timely manner
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Used proven techniques to de-escalate angry customers during telephone interactions
- Ensured compliance with company policies regarding safety regulations while planning trips
Trainee
Le Meridien, New Delhi
New Delhi , India
12.2019 - 03.2020
- Company Overview: A 5 star hotel in India
- Attended trainings in all major departments (front office, housekeeping, food and beverage production and service)
- Attended training sessions and seminars to learn new information and develop personal skills
- Documented all activities related to employee training programs
- Handled basic issues and problems under direct supervision, escalating more complex issues to appropriate staff
- Shadowed managers and senior employees to gain experience, noting down observations
- Achieved trainee of the month in food and beverage department when working under The Longitude cafe
- Worked closely with human resources to support employee management and organizational planning
- A 5 star hotel in India
Education
Post Graduate Certification in Human Resource -
Niagara College
ON01.2024
Post Graduate Certification - Hospitality And Tourism Management
Niagara College
Niagara on the lake, ON10.2023
Bachelor in hotel and hospitality Administration -
Institute of hotel management Kurukshetra
Kurukshetra, India01.2021
Skills
- Interpersonal skills
- Conflict Management skills
- Professional Demeanor
- Hospitality
- Customer Services
- Computer literacy
- MARSHA
- OPERA
- MS Office
- Slack
- Property management systems
- Excellent communication skills
- Emotional Intelligence
- Leadership skills
- Upsell additional services
- Cash Handling
References
References available upon request.
Licenseandcertificate
- Smart serve, 230117029810, info@smartserve.ca
- Certification in ORACLE OPERA
Timeline
Front Office Senior Agent
Marriott Niagara Falls
05.2024 - Current
Front Office Representative
Marriott Niagara Falls
04.2023 - Current
Customer Service Lead and Travel Consultant
British Airways
10.2021 - 10.2022
Trainee
Le Meridien, New Delhi
12.2019 - 03.2020
Post Graduate Certification in Human Resource -
Niagara College
Post Graduate Certification - Hospitality And Tourism Management
Niagara College
Bachelor in hotel and hospitality Administration -
Institute of hotel management Kurukshetra
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