Balwinder Singh
Wollert,VIC
Summary
Seasoned Guest Experience Supervisor with a proven track record at Vicinity Centres, excelling in guest relations management and complaint handling. Spearheaded initiatives enhancing service quality and revenue growth, demonstrating exceptional leadership and sales support skills. Recognized for developing high-performing teams and achieving significant improvements in guest satisfaction. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 7 years of guest service experience in hospitality industry.
Overview
5
5
years of professional experience
Work History
Guest Experience Supervisor
Vicinity Centres
09.2023 - Current
- Conducted regular performance evaluations of team members, providing constructive feedback and coaching for continuous improvement.
- Developed strategies for upselling premium services and amenities, driving revenue growth through targeted upselling efforts.
- Streamlined the check-in process for a more efficient and welcoming arrival experience to guests.
- Scheduled employee shifts effectively, optimizing coverage during peak hours while minimizing labor costs during slower periods.
- Assisted in creating promotional packages tailored to attract specific target markets, increasing bookings during off-peak periods.
- Trained new staff members on company policies, procedures, and guest service standards, ensuring consistent delivery of high-quality experiences.
- Increased online review ratings by promptly responding to guest feedback across various platforms, addressing concerns professionally and courteously.
Customer Service Representative
LagardereAWPL
01.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Team Leader
Medibank
06.2023 - 12.2023
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
Valet Parking Supervisor
Wilson Parking
01.2020 - 01.2021
- Developed strong relationships with repeat customers through attentive service and personalized interactions, fostering loyalty to the establishment.
- Managed resource allocation effectively, including scheduling staff shifts and maintaining inventory of supplies and equipment.
- Streamlined vehicle handover process for increased efficiency while still ensuring proper documentation was completed accurately every time.
- Conducted regular meetings with staff members to discuss updates, share best practices, and address any concerns or challenges faced on the job site effectively.
Valet Parking Supervisor
Vicinity Centres
04.2019 - 09.2019
- Collaborated with other departments to ensure efficient coordination of guest arrivals and departures, enhancing overall guest experience.
- Handled escalated customer complaints professionally and effectively, implementing solutions that resulted in improved guest satisfaction scores.
- Ensured high levels of service quality by conducting thorough employee training and emphasizing the importance of attention to detail.
- Evaluated employee performance regularly against established benchmarks, recognizing top performers with rewards or promotions as appropriate.
Education
Masters in Business Management - Business Administration
Victoria University
Melbourne, VICBachelor of Arts - History And Political Science
Punjab University
Chandigarh03.2009
Skills
Complaint Handling
Sales Support
Guest Relations Management
Brand representation
Guest Services
Guest communication
Guest complaint resolution
Team member development
Basic accounting
Customer Service
Teamwork and Leadership
PC Games
Elden Ring
Timeline
Guest Experience Supervisor
Vicinity Centres
09.2023 - Current
Customer Service Team Leader
Medibank
06.2023 - 12.2023
Customer Service Representative
LagardereAWPL
01.2022 - Current
Valet Parking Supervisor
Wilson Parking
01.2020 - 01.2021
Valet Parking Supervisor
Vicinity Centres
04.2019 - 09.2019
Masters in Business Management - Business Administration
Victoria University
Bachelor of Arts - History And Political Science
Punjab University
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