Puja Bhattacharjee

• Effectively managing the arrival and departure processes to ensure a smooth experience.
• Delivering outstanding service by responding to guest inquiries, needs, and complaints with professionalism and care.
• Overseeing bookings, modifications, and cancellations while keeping accurate records in the system.
• Supplying information about hotel services, amenities, and local attractions to assist guests in planning their visits.
• Managing financial transactions, including payments and billing inquiries, with precision.
• Acting as a link between guests and various hotel departments to ensure that requests are communicated and addressed.
• Collecting guest feedback and reviews to enhance service quality and improve the overall experience.
• Promoting guest safety by adhering to hotel policies and reporting any suspicious behavior.
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• Cultivating and maintaining positive relationships with guests and improving their overall experience.
• Effectively addressing and resolving guests' complaints or issues in a prompt manner.
• Assessing and ensuring that service standards are upheld to provide consistent and high-quality guest experience.
• Educating new staff on guest service procedure and best practices to guarantee excellent service delivery.
• Assisting with managing reservations, changes, and cancellations to keep accurate records and availability.
• Working for various departments to ensure smooth service.
• Recognizing and promoting additional service or upgrades to enrich the guest experience and boost revenue.

• Greeted guests and provided information regarding hotel services, amenities, and local attractions.
• Verified reservations by phone or in person.
• Assisted guests with check-ins and check-outs in a timely manner.
• Managing guest enquiries and communicating to higher authority.
• Taking food order for room service.
• Filing C-forms for foreign travelers.
• Taking external phone calls and providing information related to reservations and bookings.

As a hotel management trainee, I was required to undergo training in all four departments on a rotational basis, which include: Front Office: Housekeeping: Food and Beverage: Administration: Maintenance: Skill Development:

• Check-in/Check-out: Assisting guests during their arrival and departure.
• Customer Service: Responding to inquiries and offering information about hotel amenities.
• Reservation Management: Gaining experience in managing bookings and cancellations.
• Room Inspections: Helping to check rooms for cleanliness and replenish supplies.
• Cleaning Techniques: Learning effective methods for maintaining guest areas.
• Service Training: Understanding how to serve food and drinks in the dining area or bar.
• Event Preparation: Assisting in setting up tables and preparing for meals or events.
• Inventory Control: Aiding in managing stock and conducting inventory checks.
• Office Duties: Supporting with paperwork, filing, and data entry tasks.
• Event Coordination: Assisting in organizing hotel events or meetings.
• Basic Repairs: Learning to support routine maintenance activities.
• Safety Protocols: Familiarizing oneself with safety measures and emergency procedures.
• Communication: Improving skills in guest interaction and teamwork.
• Time Management: Learning to effectively prioritize tasks.
• Problem-Solving: Building abilities to handle guest issues and operational challenges.