AKASH DEEP SIWAKOTI
Parramatta,NSW
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. A hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level Guest Service Agent position. Ready to help the team achieve company goals.
Overview
5
5
years of professional experience
Work History
Front Desk Guest Service Agent
Sheraton Grand Sydney Hyde Park
08.2023 - Current
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel's reputation for exceptional service.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
Front Office Associate
Indreni Suite Hotel
08.2022 - 01.2023
- Managed reservation system, accurately inputting bookings and managing cancellations or changes.
- Assisted guests with special requests, ensuring their needs were met and exceeding expectations.
- Sorted and distributed incoming mail and prepared outgoing mail.
- Promoted the hotel brand's loyalty program via social media, email and direct mail.
- Monitored staff performance and provided feedback and guidance.
- Prepared reports on guest satisfaction levels and other metrics.
- Enforced policies and procedures to increase efficiency.
Intern/Trainee Housekeeper
Sheraton Sharjah Beach Resort & Spa
10.2021 - 06.2022
- Managed time effectively to complete assigned tasks within designated deadlines, promoting efficiency in operations.
- Received positive feedback from supervisors for demonstrating initiative and eagerness to learn new skills.
- Increased speed in room turnover by streamlining bed-making processes using learned techniques.
- Assisted in maintaining inventory levels for cleaning supplies, ensuring availability for daily use.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Addressed guest concerns promptly and professionally, enhancing customer service standards within the hotel environment.
- Dusted picture frames and wall hangings with cloth.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
Customer Service Representative
Foodmandu Pvt. Ltd
08.2019 - 08.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Delivered prompt service to prioritize customer needs.
Online Clothing Shop Owner
Schon Clothing
03.2019 - 01.2020
- Enhanced customer satisfaction by providing personalized product recommendations and efficient order processing.
- Established effective customer support systems, resolving issues promptly and fostering positive relationships with clients.
- Utilized social media platforms effectively for engaging content creation and promotion of products, resulting in heightened online visibility.
- Optimized order fulfillment procedures which resulted in reduced processing time and expedited deliveries.
- Improved shipping processes by researching alternative delivery options, ultimately reducing delivery times for enhanced customer satisfaction.
- Resolve customer disputes courteously to enhance customer satisfaction.
- Established relationships with suppliers to increase online product offerings.
Education
MBA - General MBA
King's Own Institute
Sydney, NSW08.2025
BHM - Hotel Management
Nepal College of Travel And Tourism Management
Kathmandu,Nepal01.2021
High School - Hotel Management
Liverpool International College
Kathmandu, Nepal02.2017
Skills
- Greeting and welcoming visitors or guests and answering their queries and grievances
- Managing the booking system for future reservations
- Setting and maintaining work schedules
- Customer Handling
- Customer Service
- Good Communication
- Teamwork
- Work under pressure
- Time management
- Sound knowledge in MS Word, Excel, Spreadsheets
- Digital Marketing
- Patience and Tolerance
- Problem-solving skills
- Cash Handling
- Microsoft Office
- Front Desk Management
- Hospitality services
- Guest Services
- Transaction Processing
- Oral and written communications
- Time Management
- Administrative Skills
- Computer Skills
- Invoicing and Billing
- Payment Processing
- Phone and Email Etiquette
- Guest Reception
Languages
English
Nepali
Hindi
Timeline
Front Desk Guest Service Agent
Sheraton Grand Sydney Hyde Park
08.2023 - Current
Front Office Associate
Indreni Suite Hotel
08.2022 - 01.2023
Intern/Trainee Housekeeper
Sheraton Sharjah Beach Resort & Spa
10.2021 - 06.2022
Customer Service Representative
Foodmandu Pvt. Ltd
08.2019 - 08.2021
Online Clothing Shop Owner
Schon Clothing
03.2019 - 01.2020
MBA - General MBA
King's Own Institute
BHM - Hotel Management
Nepal College of Travel And Tourism Management
High School - Hotel Management
Liverpool International College
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