Poonam Sharma
El Cerrito
Summary
Offering customer-focused approach and genuine willingness to learn and grow in dynamic environment. Brings solid foundation in communication and organization, easily adapting to new information and procedures. Ready to use and develop problem-solving and multitasking skills.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Fairmont Hotel
04.2023 - 01.2025
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Cabin Crew
Indigo Airlines
03.2019 - 03.2020
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
Cabin Crew
Jet Airways
02.2016 - 02.2018
- Followed company regulations and rules to promote safe environment for travelers and employees.
- Enhanced customer satisfaction by providing exceptional in-flight service and addressing passenger concerns promptly.
- Played a key role in achieving company-wide safety goals by participating in regular drills and maintaining up-to-date knowledge on emergency procedures.
Relation Associate
Pullman New Delhi
09.2015 - 12.2015
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
Front Office Assistant
Vivanta By Taj , NCR Sector 44 Gurugram
08.2014 - 08.2015
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
Education
MBA - Hospitality
IHM Guwahati
Guwahati, India 01-2014
Bachelor of Arts -
Handique Girls College, Guwahati University
Guwahati, India 01-2013
Skills
- Guest services
- Problem-solving skills
- Administrative skills
- Microsoft office
- Sales expertise
- Payment oversight
- Fluent in English, Hindi, Assamese, Nepali, and Bengali
Timeline
Front Desk Agent
Fairmont Hotel
04.2023 - 01.2025
Cabin Crew
Indigo Airlines
03.2019 - 03.2020
Cabin Crew
Jet Airways
02.2016 - 02.2018
Relation Associate
Pullman New Delhi
09.2015 - 12.2015
Front Office Assistant
Vivanta By Taj , NCR Sector 44 Gurugram
08.2014 - 08.2015
MBA - Hospitality
IHM Guwahati
Bachelor of Arts -
Handique Girls College, Guwahati University
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