Shorna Gomes

• Coordinated guest services operations to enhance customer satisfaction and streamline service delivery.
• Developed training materials for new staff to ensure consistent service standards and operational efficiency.
• Oversaw reservation management systems, optimizing seating arrangements to maximize guest flow and minimize wait times.
• Led initiatives to resolve guest complaints swiftly, fostering positive dining experiences and encouraging repeat visits.
• Analyzed service data trends to identify areas for process enhancements, contributing to overall operational excellence.
• Booked appointments, accepted payments, and answered guest questions.
• Handled sensitive situations discreetly while maintaining utmost respect for guest privacy concerns.

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• Assisted with billing processes, ensuring transparency and accuracy in all financial transactions.
• Coordinated communication between housekeeping and maintenance teams for seamless operations.
• Trained new front desk staff on procedures, enhancing team efficiency and service quality.
• Implemented guest feedback collection methods, driving improvements in service delivery standards.
• Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
• Managed front desk operations, ensuring efficient guest check-in and check-out processes.
• Responded to guest inquiries, providing exceptional customer service and resolving issues promptly.
• Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
• Increased guest retention by maintaining a welcoming and organized reception area.
• Maintained accurate records of visitor logs for security purposes and compliance with company policies.

• Resolved customer inquiries through multiple channels, ensuring high levels of satisfaction and engagement.
• Streamlined support processes by implementing new ticketing system, enhancing response times and workflow efficiency.
• Analyzed customer feedback to identify trends, leading to improvements in product offerings and service delivery.
• Collaborated with cross-functional teams to develop solutions addressing recurring customer issues, improving overall experience.
• Developed training materials aimed at enhancing team performance and knowledge retention among staff members.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.