Sep 2024 – Feb 2026 · 1 yr 5 mos · Gurugram, Haryana, India

• In this role I am mentoring the new hires on floor while assisting their queries regarding the process and making them learn and how to use tools required for work.
• Assist Hotel Partners to onboard in our VIP access program.
• Working with the management to provide them with feedback about the improvement in process.
• Maintain the set target of Issue resolution score and having lower AHT
• Using SQL to extract data regarding booking, room type, inventory status.

Oct 2022 – Sep 2024 · 1 yr 11 mos · Gurugram, Haryana, India

• Assisting B2B Travel Partners (Hoteliers) in updating rates and inventory through call, chat and emails.
• Doing research and root cause analysis of partner's issue. Handling cases, doing research and then document the findings with resolution provided to partner.
• Supporting new hires with their queries (Floor Support).

Aug 2020 – Sep 2022 · 2 yrs 1 mo · Gurugram, Haryana, India

• Dealing with US based clients by helping them making aware about their late credit card payments and then doing collections.
• Maintaining high call quality standards and ensuring the collection metrics are adhered properly.
• Handling Outbound and Inbound calls working on Unified Agent Desktop and Live Vox using Universal Collections Desktop software.

May 2020 – Mar 2021 · 10 mos

• Amid covid i started this my small new venture by developing a website of my own and then with help of social media i ran my own campaigns which helped me to gain new customers from home to corporate.
• The services included Sanitization, Pest control and Deep cleaning within Delhi NCR only for Home and Corporate both.

Aug 2019 – Aug 2020 · 1 yr · New Delhi, Delhi, India

• Key responsibilities include dealing with direct guests, travel agents and corporate clients on calls and emails with helping them in their queries regarding room and it's tarrif.
• Maintaining liason between front office and sales department was also a key feature of this job.
• Handling Unit level reservations working on Opera PMS software.

Jan 2019 – Aug 2019 · 7 mos · Gurgaon, Haryana, India

• Maintaining good relationship with past customers, ensuring office tours and making them aware about the office space environment properly in order to gain their trust and then onboarding.
• Ordering of pantry products on timely basis for clients usage.
• Handling accounts of clients and sending them their bills on monthly basis with help of accounts team.

Jul 2017 – Jan 2019 · 1 yr 6 mos · New Delhi, Delhi, India

• Key responsibilities include maintaining tracker in Excel sheet of 11 leisure hotels (998 keys) across PAN India for the queries that were received from multiple sources.
• Assisting team members in handling calls and emails for MICE queries received from various sources across worldwide and then materialising them with proper follow-ups on timely basis.
• Maintaining liason with Sales, Unit Reservation team and Revenue Team for smooth operations.
• Working on Opera PMS software for updating and processing new room reservations.

Jul 2016 – Mar 2017 · 8 mos · Gurgaon, Haryana, India

• Major responsibilities included handling guest baggages, escorting them to their rooms and providing assistance for car booking from hotel or outside.
• Making the Duty Manager aware of any important airport drop or pickup of any VIP/VVIP guest in order to make proper arrangements for them.