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Present Address: Four Points by Sheraton, Bengaluru – 560066, India.
Mobile: +91-8884753269 ~ E-Mail: manjurr707@gmail.com
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CAREER CONSPECTUS
A professional with 2.3 years of experience in Front Office Operations. Presently associated
with Four Points by Sheraton, Bengaluru as a Guest Service Associate. Adept at
handling day to day front office operations in co-ordination with internal / external customers
for smooth hotel operations. Competent in assessing and implementing effective guest relations
with an aim to continuously improve the guest experience and consequently guest loyalty, repeat
and referral business. Excellent communication, coordination, training and interpersonal skills
along with strong problem resolving abilities. Capable of operating both independently & in a
team to manage hotel affairs and situations.
CORE COMPETENCIES
Front Office Operations
 To manage the operations of the front office department by ensuring product quality standards are
met and optimum service is provided to all hotel guests according to the hotel’s business objectives.
 Managing the hotel operations, facilitating and coordinating the activities of the different shifts and
sections of the front office for smooth and efficient flow in all transactions geared towards individual
guest satisfaction.
 Monitor front office personnel to ensure guests receive prompt, cordial attention and personal
recognition.
 Reviewing the procedure and standards and modifying the same so as to ensure customer satisfaction
and smooth operations.
 Interacting with guests, managing group arrivals & performing marketing activities so as to increase
the business by forming cordial relations with guests.
 Meeting the guests and take their feedbacks and tracking down complaints on a daily basis and
analyzing the same to identify the reasons and coming up with permanent counter measure so that
the guest is not inconvenienced again.
 Coordinating with other departments so as to ensure smooth operations.
 Deals with emergencies. Ensures the highest level of safety and security to all external and internal
customers.
 Managing customer service operations for rendering and achieving quality services; providing
effective customer support by answering queries & resolving their issues.
 Engaging with guests in the hotel and addressing their queries & assisting them with their
requirements.
 Strategizing policies & procedures in the operating systems to achieve greater customer delight.
 Organizing trainings for Trainees.
 Prepares for customer inquiries by studying products, services, and customer service
processes.

2.  Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and
responses; gathering and researching information; assembling and forwarding information;
verifying customer's understanding of information and answer.
 Records customer inquiries by documenting inquiry and response in customers' accounts.
 Improves quality service by recommending improved processes; identifying new product and
service applications.
 Updates job knowledge by participating in educational opportunities.
 Accomplishes customer service and organization mission by completing related results as
needed.
CAREER CONTOUR
January 2014 till date, with Four points by Sheraton, Bengaluru, Whitefield –
Starwood Hotels & Resorts
Guest Service Agent
Key Accountabilities
 Toprovide excellent guest service in an efficient manner.
 Toclosely monitor guest arrivals to ensure check-ins occur in a timely manner.
 Assist in the resolution of any guest issues that may arise.
 To resolve all room discrepancies with the Housekeeping Department.
 Tomaintain awareness of available rooms, out-of-order rooms, and activity bookings
to maximize sales.
 Torun and print all necessary reports throughout shift.
 Maintain communication logs with staff and managers.
 Toresolve guest relation problems skillfully with willingness and desire to
understand a guest's viewpoint and make any necessary billing adjustments so that
the guest is satisfied when they leave.
 Toperform other duties as assigned and assist other departments as needed.
 Performing night audit and in making daily reports.
 Handling Group Arrivals.
 Responsible for answering and routing calls.
 Greeting visitors, and handling inquiries from the public
 Filing, scanning, faxing, as well as typing specific documentation
 Responsible for coordinating incoming and outgoing mail
 Prepare general correspondences and customer assessments as needed
 Occasionally works on special projects.
Major Attainments
 Was a part of the pre-opening team
 Successfully implemented the guest in car Check In process for repeat guest so that guest
should not have to wait for check in.

3. March 2013 – Decem ber’13 with Savannah Sinclair’s as a Front Office Associate
Key Accounta-bilities
 Ensuring smooth operation of Airport representative, Greeter, Service Express attendant and
Drivers(They all Come under Concierge)
 Ensuring smooth Valet parking for guest.
 Responsible for maintaining reports.
 Ensuring baggage delivered in the room as per the standard time.
 Overlooking functioning of other departments so as to ensure the hotel runs smoothly.
 Tracking and ensuring that the department is on line with the company specified
performance indicators.
 Addressing the grievances of staff and guiding them to ensure staff satisfaction is always high.
 Manage all special requests and monitor all guest special requests and provide wake up calls
to all guests.
 Greet all customers on phone pleasantly and transfer call to appropriate department as
required according to company standards.
 Manage all communication with shift employees and maintain a log book to maximize profit
for facility.
Knowledge of Hospitality Related Software
Opera 1.7 Year
IDS PMS operations 09 Months
PERSONAL DETAILS
Date of Birth 19th January 1992
Linguistic Abilities English, Hindi, Bengali, Assamese.
Marital Status Single
Permanent Address Rungagora Tea Estate, Bozaltoli Division, Tinsukia, Assam
786147. PO: Rungagora