Yugmi Patel
Brampton,Canada
Summary
Friendly customer service professional committed to provide high-quality service and developing customer relationships. Offering excellent interpersonal skills and knowledge of conflict resolution to lead a team of other customer service representatives with an overall experience of 4 years in Hospitality Industry, looking for a customer facing role in the hospitality industry.
Overview
5
5
years of professional experience
Work History
Front Desk Host & Loyalty Program Specialist
Hyatt Place Toronto
02.2023 - Current
- Conducted regular audits of existing programs to ensure compliance with applicable regulations, minimizing potential risks or fines against the company.
- Managed loyalty program operations, resulting in streamlined processes and improved efficiency.
- Established performance metrics to measure success of loyalty programs, leading to continuous improvement efforts.
- Provided exceptional customer service by going above and beyond to accommodate guest requests or special needs.
Front Office Supervisor
Four Points by Sheraton
02.2022 - 07.2022
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.
Guest Service Officer
Hyatt Regency
11.2020 - 02.2022
- Distinction of managing overall activities related to guest satisfaction through continuous Guests feedback analysis and conducting review meets on guest feedback with day to day basis.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Determined the staffing needs to run the operation well at the same time taking into consideration costs, revenue, and guest satisfaction and maximizing the profit.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
Guest Service Associate - Reservations
JW Marriott
06.2019 - 11.2020
- Providing expert assistance to handle telephone, digital and in-person requests for bookings and service assistance.
- Processing group as well as individual reservations using MARSHA.
- Managed inventory of available rooms, updating systems in real-time to prevent overbooking situations.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
Education
Diploma - Hospitality - Event Management
Humber College
04-2024
Bachelor of Science - Hospitality And Hotel Administration
Institute of Hotel Management
05-2019
Skills
- Customer Service Management
- Time Management
- Conflict Management
- Complex Problem Solving Skills
- Training and mentoring
- Upselling Techniques
- Forecasting and Managing operation requirement
- Relationship Building
- Positive attitude and Quick learner
- Professional and Courteous
Languages
English
Native or Bilingual
Gujarati
Native/ Bilingual
Hindi
Native/ Bilingual
Affiliations
- Appreciation letter for Exceptional Guest Service
- Smiling Face Award at Four Points by Sheraton
- Hystar Performer of the Month at Hyatt Regency
- Awarded for Highest Customer Service Reviews on Trip Advisor
- Awarded for Highest Upseller of the Month
Timeline
Front Desk Host & Loyalty Program Specialist
Hyatt Place Toronto
02.2023 - Current
Front Office Supervisor
Four Points by Sheraton
02.2022 - 07.2022
Guest Service Officer
Hyatt Regency
11.2020 - 02.2022
Guest Service Associate - Reservations
JW Marriott
06.2019 - 11.2020
Diploma - Hospitality - Event Management
Humber College
Bachelor of Science - Hospitality And Hotel Administration
Institute of Hotel Management
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