Shivani Yadav
Perth
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
2
2
years of professional experience
Work History
Guest Service Agent
Ibis Styles East Perth
06.2023 - Current
Guest Service Agent
Novotel Perth Langley
02.2023 - 05.2024
Guest Service Agent
Crowne Plaza Perth
08.2022 - 01.2023
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Maintained accurate and up-to-date records of guest information.
Education
MBA -
Kaplan Business School
Perth11.2024
High School Diploma -
Frankfinn Institute of Air Hostess Training
India12.2016
Bachelor of Arts - English Literature
Maharshi Dayanand Saraswati University
India12.2018
Skills
Guest communication
Listening Skills
Writing and verbal communication
Check-in and Check-out Procedures
Complaint Handling
Patience and composure
Additional Information
- Familiar with Opera Property Management System
- Flexible availability on weekends, public holidays and early mornings
Timeline
Guest Service Agent
Ibis Styles East Perth
06.2023 - Current
Guest Service Agent
Novotel Perth Langley
02.2023 - 05.2024
Guest Service Agent
Crowne Plaza Perth
08.2022 - 01.2023
MBA -
Kaplan Business School
High School Diploma -
Frankfinn Institute of Air Hostess Training
Bachelor of Arts - English Literature
Maharshi Dayanand Saraswati University
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