Jeena Pathak
Summary
Proven leader in hospitality, adept at guest relations management and staff training, significantly enhancing customer satisfaction at Hotel Mall: A 4 Star Hotel. Excelled in streamlining operations and developing marketing strategies, boosting efficiency and guest experiences. Skilled in cash handling and outstanding communication, ensuring top-notch service and operational excellence.
Overview
3
3
years of professional experience
Work History
Hotel Manager
Hotel Mall: A 4 Star Hotel
02.2021 - 04.2023
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
- Developed and implemented marketing strategies to promote hotel services.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Oversaw all aspects of event planning, from contract negotiation to day-of coordination, resulting in successful events and satisfied clients.
- Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Streamlined check-in and check-out processes to minimize wait times and improve guest satisfaction.
Sales Associate
Nepal Trade Mark
02.2020 - 03.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Education
Higher School - Intermediate
Bal Bodh Secondary School
Saptari, Nepal02.2021
10 - Schooling
Janjagriti Gyanrasmi Secondary School
Saptari, Nepal03.2019
Skills
- Guest complaint resolution
- Guest services management
- Guest Relations Management
- Cash Handling
- Staff Training
- Quality Assurance
- Hospitality
- Outstanding communication skills
- Staff Supervision
- Food and Beverage Operations
- Telephone Etiquette
- Training and mentoring
- Guest experiences
- Travel Coordination
Timeline
Hotel Manager
Hotel Mall: A 4 Star Hotel
02.2021 - 04.2023
Sales Associate
Nepal Trade Mark
02.2020 - 03.2021
Higher School - Intermediate
Bal Bodh Secondary School
10 - Schooling
Janjagriti Gyanrasmi Secondary School
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