Summary
Overview
Work History
Education
Skills
Timeline
Volunteer

Sakshi Mehta

Canada

Summary

Dedicated Guest Service Associate committed to maintaining customer satisfaction and contributing to company's success. Outgoing and polite professional possessing strong problem-solving and conflict resolution abilities paired with proficiency in PMS Opera. Offering 5-year background providing exemplary guest services such as handling guest concerns and complaints, facilitating concierge services and recommending local hot spots and attractions.

Overview

11
11
years of professional experience

Work History

Quality Assurance Engineer

Suyati Technologies
11.2015 - 04.2022
  • Collaborated with developers and product owners to stay current on product features and intended functionality.
  • Proposed development and testing improvements to positively impact usability, function and performance.
  • Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
  • Created accurate and successful test scripts to manage automated testing of certain products and features.
  • Fixed identified issues to increase productivity and boost workflows.
  • Demonstrated new product features and functionality to clients, managers and team members.
  • Assessed software bugs and compiled findings along with suggested resolutions for development team members.
  • Created automated test scripts, using Selenium.
  • Completed tests under tight deadlines to meet client demands and project timelines.
  • Identified and tracked defects with EasyRedmine and supported developers in resolving problems by completing additional tests.

Guest Relations Associate

JW Marriott Hotel
09.2014 - 06.2015
  • Compiled feedback to help management improve guest relations policies and prevent common conflicts.
  • Anticipated and attentively handled guest needs or concerns.
  • Sold tickets for different activities, dinners and special events.
  • Coordinated schedules and set appointments for guests and staff.
  • Engaged guests through upbeat conversation and personalized service.
  • Answered multi-line telephone system to aid guests, direct callers and take messages.
  • Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
  • 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.
  • Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
  • Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
  • Arranged for transportation to and from airport, train station and events for visitors.
  • Advised guests about on-property and off-site amenities best suiting needs.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Communicated professionally with colleagues, freelancers and clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Answered average of 30-40 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Guest Service Associate

Oberoi Hotels & Resorts
11.2013 - 06.2014
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
  • Welcomed and acknowledged guests with smile, eye contact and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 93%.
  • Used PMS Opera to check daily record sheets, guest accounts and available vouchers.
  • Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
  • Acted as resource to guests by making restaurant reservations on guests' behalf and arranging car services.
  • Delivered messages, mail and packages left for guests to hotel rooms.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
  • Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
  • Arranged for transportation to and from airport, train station and events for visitors.
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
  • 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.

Guest Service Associate

Oberoi Hotels & Resorts
07.2011 - 10.2013
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
  • Welcomed and acknowledged guests with smile, eye contact and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 93%.
  • Collected room deposits, fees and payments.
  • Used PMS Opera to check daily record sheets, guest accounts and available vouchers.
  • Walked through properties to maximize guest safety and clear areas of trash and debris.
  • Acted as resource to guests by making restaurant reservations on guests' behalf and arranging car services.
  • Recommended top dining and entertainment options for guests in the area.
  • Delivered messages, mail and packages left for guests to hotel rooms.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
  • Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
  • Arranged for transportation to and from airport, train station and events for visitors.
  • 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.

Education

Bachelor in Tourism Studies - Hospitality And Tourism Management

Indira Gandhi National Open University
Bangalore, India
05.2015

Bachelors in Hospitality - Hospitality Management

Oberoi Center of Learning & Development
Agra, India
06.2014

Bachelor in Hospitality - Hospitality Management

Oberoi Center of Learning & Development
Bangalore, India
06.2013

High School Diploma -

Indian School Al-Ain, Abu Dhabi
Al-Ain, Abu Dhabi, U.A.E
03.2011

Skills

  • POS Transactions
  • Financial Transactions
  • Maintenance Team Collaboration
  • Tourism Management
  • Guest Service and Assistance
  • Payment Processing
  • Greeting and Directing
  • Cash Register Operations
  • Rewards Programs
  • Concierge Services
  • Guest Satisfaction
  • Hotel Reservations
  • Guest Experience Management
  • Confirming Transactions
  • Membership Registrations
  • Welcoming Guests
  • Reservation Management System
  • Billing and Payment Processing
  • Office Meetings
  • Call Forwarding
  • Switchboard Operations
  • Verbal and Written Communication
  • Patient Data Confidentiality
  • Guest Orientation
  • Company Safety Policies
  • Attentive Service
  • Transportation Information
  • Computer Skills
  • Issue Resolution
  • Event Information Management
  • Food and Beverage Area Setup
  • Key Management System
  • Compliance Requirements
  • Special Requests
  • Telephone Reception
  • Posting Charges
  • Guest Inquiries
  • Luggage Storage
  • Staff Assignments
  • Automated Testing
  • Log Files
  • Maintaining Quality Assurance Standards
  • Software Quality Assurance Knowledge
  • Data Validation
  • Performance Tracking
  • Cross-Functional Team Collaboration
  • Web and Mobile Application QA
  • Manual Test Case Preparation
  • Client Requirements
  • Advocate and Voice of the Customer

Timeline

Quality Assurance Engineer

Suyati Technologies
11.2015 - 04.2022

Guest Relations Associate

JW Marriott Hotel
09.2014 - 06.2015

Guest Service Associate

Oberoi Hotels & Resorts
11.2013 - 06.2014

Guest Service Associate

Oberoi Hotels & Resorts
07.2011 - 10.2013

Bachelor in Tourism Studies - Hospitality And Tourism Management

Indira Gandhi National Open University

Bachelors in Hospitality - Hospitality Management

Oberoi Center of Learning & Development

Bachelor in Hospitality - Hospitality Management

Oberoi Center of Learning & Development

High School Diploma -

Indian School Al-Ain, Abu Dhabi

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