Saurav Kumar
Niagara Falls,ON
Summary
Motivational leader and organizational problem-solver with advanced leading, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Guest Sevices Supervisor
White Oaks Conference Resort & Spa
Niagara-on-the-Lake, ON
11.2023 - Current
- Ensuring smooth operations of guest services by supervising staff, responding to inquiries, and resolving issues.
- Monitoring daily performance of staff members and provided feedback on areas for improvement.
- Handling escalated guest complaints and disputes professionally and within company guidelines.
- Mediating conflicts between employees and facilitated effective resolutions to disputes.
- Coordinating with other departments like housekeeping and maintenance to ensure timely completion of tasks.
- Managing the front desk operations by overseeing check-ins and check-outs, cash handling procedures.
- Assessing staffing requirements based on occupancy forecasts and scheduled shifts accordingly.
- Providing leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Overseeing recruiting, interviews and new employee hiring.
- Creating weekly schedules for front desk staff in accordance with occupancy rates.
Guest Services Lead
White Oaks Conference Resort & Spa
Niagara-on-the-Lake, ON
06.2023 - 11.2024
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed daily staffing.
- Delegated work to team members, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Assisted guests by providing hotel information and resolving common complaints.
- Ran daily room reports for updates and maintained contact with housekeeping on room status.
- Built and maintained productive relationships with employees.
- Verified guest credit to establish payment method for accommodations.
Guest Service Agent
White Oaks Conference Resort And Spa
02.2023 - 05.2023
- Handling Check-in and Check-out.
- Managing group bookings.
- Taking payment from third parties.
- Collecting room deposits, fees and payments.
- Confirming relevant guest information and payment methods to prevent fraud.
- Keeping accounts in balance and ran daily reports to verify totals.
- Updating customer accounts with add-on room charges, minibar use and room service bills.
- Conducting financial audits on scheduled basis.
Front Desk Agent
Radisson Hotel & Suites Fallsview
04.2022 - 02.2023
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Front Desk Agent
VIK Club Coral Beach
06.2019 - 03.2020
- Managed guest reservations and room assignments.
- Collected credit card information for transactions and posted charges for customers
- Taking payments from third parties.
- Reviewed accounts and charges with guests at checkout.
- Balanced property accounts and completed regular audits of room charges and finances
- Responsible for making guest profile.
- Proficient in Night audit functions.
Front Desk Agent
Lemon Tree Hotel
Kolkata, WB
01.2018 - 05.2019
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Posted charges, updated accounts and issued bills to departing guests.
- Received incoming calls and coordinated with staff to fulfill guest requests.
- Responded to inquiries and room requests made online, by phone and via email.
- Completed end-of-day reporting and balanced registers to maintain financial accuracy.
Education
Post Graduate Certificate - Hospitality And Tourism Management
Niagara College Canada
Niagara-on-the-Lake, ON08.2022
Bachelor of Arts - Hospitality Management
University of West London
London, UK07.2021
Advance Diploma - International Hospitality
IIHM
Kolkata, IND07.2021
Bachelor of Arts - Tourism Management
Indira Gandhi National Open University
New Delhi, IND06.2021
Skills
- Proficient in OPERA PMS
- Proficient in Microsoft Office
- Account Management
- Inventory Monitoring
- POS Transactions
- Cash Register Operations
- Guest Conflict Resolution
- Consultative Sales Approach
- Performance Reviews
- Employee Relations
- Resolving Disputes
- Team Member Development
- Team Management
Certification
- Smart Serve Certification
- Working towards CIFC License
- WSET Level 1 Certification
Accomplishments
- Promoted from Guest Services Lead to Guest Services Supervisor, in less than 5-months at White Oaks Conference Resort & Spa.
- Promoted from Guest Service Agent to Guest Services Lead, in less than 4-months at White Oaks Conference Resort & Spa.
- 3 times employee of the month award at Radisson Fallsview, Niagara Falls, ON
- Consistently maintained high guest satisfaction ratings.
- 3 times employee of the month award in Lemon Tree Hotel, Kolkata, WB, India.
Timeline
Guest Sevices Supervisor
White Oaks Conference Resort & Spa
11.2023 - Current
Guest Services Lead
White Oaks Conference Resort & Spa
06.2023 - 11.2024
Guest Service Agent
White Oaks Conference Resort And Spa
02.2023 - 05.2023
Front Desk Agent
Radisson Hotel & Suites Fallsview
04.2022 - 02.2023
Front Desk Agent
VIK Club Coral Beach
06.2019 - 03.2020
Front Desk Agent
Lemon Tree Hotel
01.2018 - 05.2019
Post Graduate Certificate - Hospitality And Tourism Management
Niagara College Canada
Bachelor of Arts - Hospitality Management
University of West London
Advance Diploma - International Hospitality
IIHM
Bachelor of Arts - Tourism Management
Indira Gandhi National Open University
- Smart Serve Certification
- Working towards CIFC License
- WSET Level 1 Certification
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