Rabia Sharma
Melbourne,VIC
Summary
Energetic professional with 8 years of experience in Hospitality industry. Punctual employee dedicated to following safety procedures and protocols to avoid mishaps.
Considered valuable and hardworking employee by supervisors and peers. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Team Leader
Hyatt Place Hotel
Melbourne/Essendon Fields, VIC
04.2023 - Current
- Supervised and managed staff members, ensuring high standards of customer service and efficiency.
- Handling Check-ins and Checkouts, interacting with the guests, and providing outstanding services to the guest.
- Handled guest complaints and resolved issues promptly to ensure guest satisfaction.
- Implemented training programs for new employees and conducted performance evaluations.
- Provide guests and visitors with local information and deliver service excellence.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Collaborated with other departments to ensure alignment of goals across teams.
- Implemented strategies to take advantage of new opportunities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Maintained positive working relationship with fellow staff and management.
- Maintained daily inventory to facilitate successful material distribution.
Front Desk Guest Service Agent
The Westin
Melbourne, VIC
12.2022 - 04.2024
- Greeted guests upon arrival and provided them with information regarding hotel services, features, and local areas of interest.
- Assisted in the check-in process by verifying guest identification, collecting payment, issuing room keys, and providing directions to rooms.
- Responded to customer inquiries and complaints in a professional manner.
- Updated records for all guests staying at the hotel including contact details, number of nights stayed, special requests.
- Answered phones promptly and efficiently routed calls to appropriate personnel or departments.
- Provided concierge services such as making restaurant reservations or booking transportation for guests.
- Adhered to safety regulations while handling cash transactions.
- Explained hotel policies clearly to customers prior to check-in and check-out.
Sales Executive
Hyatt Regency
Chandigarh/India, Chandigarh
03.2022 - 06.2022
- Identified and contacted potential members to explain membership benefits.
- Conducted presentations about membership offerings, answering questions from prospective members.
- Maintained accurate records of customer information and interactions.
- Provided excellent customer service to ensure satisfaction with membership services.
- Generated reports on membership sales performance for management review.
- Collaborated with other departments to develop promotional materials for memberships.
- Analyzed customer feedback to identify areas of improvement in member experience.
- Created effective outreach campaigns through email, direct mail, social media.
- Developed relationships with local businesses to promote organization's memberships.
- Utilized CRM software to track activity and manage customer data.
- Called, e-mailed and followed-up on leads generated by company marketing efforts.
- Answered customers' questions and addressed problems and complaints in person and via phone.
Sales Manager
JW Marriott
Chandigarh/India, Chandigarh
09.2017 - 02.2022
- Developed and implemented sales strategies to increase market share.
- Identified and developed new markets for products or services.
- Established relationships with key clients, while maintaining existing customer base.
- Created and presented monthly reports to management on sales performance.
- Analyzed data to identify trends in customer behavior and develop plans accordingly.
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Organized trade shows and other events as a means of increasing visibility in the marketplace.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
Education
MBA - Hospitality
Kaplan Business School
Melbourne, VIC11-2024
Bachelor of Computer Applications - Information Technology Project Management
Guru Nanak Dev University
India/Amritsar08-2015
Skills
- Team Supervision
- Technical Support
- Mentoring
- Documentation And Reporting
- Client Service
- Complaint resolution
- Leadership
- Goal Setting
- Staff Training
- Teamwork and Collaboration
Timeline
Team Leader
Hyatt Place Hotel
04.2023 - Current
Front Desk Guest Service Agent
The Westin
12.2022 - 04.2024
Sales Executive
Hyatt Regency
03.2022 - 06.2022
Sales Manager
JW Marriott
09.2017 - 02.2022
MBA - Hospitality
Kaplan Business School
Bachelor of Computer Applications - Information Technology Project Management
Guru Nanak Dev University
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