Simona Thapa Magar
Granville,NSW
Summary
Guest Services professional with background in delivering exceptional 5+ years of customer experiences in hospitality environments. Skilled in problem-solving, conflict resolution, and maintaining customer satisfaction. Known for strong team collaboration, adaptability, and consistently achieving results. Proficient in handling guest inquiries, managing reservations, and ensuring smooth operations. Reliable, flexible, and focused on enhancing guest services and operational efficiency.
Overview
6
6
years of professional experience
Work History
Guest Service Representative
Four Points By Sheraton Sydney
02.2024 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Implemented upselling strategies during check-in process to maximize revenue opportunities without compromising guest satisfaction levels.
- Implemented guest feedback system to gather insights for service improvements.
- Updated guest records with accuracy, ensuring personal preferences were noted for future visits.
- Facilitated loyalty program that incentivized repeat visits and positive reviews.
- Handled customer complaints to satisfy and retain guests.
FOOD AND BEVERAGE ATTENDANT
FOUR POINTS BY SHERATON
03.2023 - Current
- Greeted and seated guests to provide friendly and welcoming experience.
- Maintained clean and organized dining areas for an enjoyable guest experience.
- Developed strong relationships with regular customers, leading to increased loyalty and repeat business.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Handled cash transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Contributed to team success by cross-training in multiple roles, fostering a collaborative work environment.
- Resolved customer complaints promptly and professionally, turning potentially negative experiences into positive ones.
- Adhered to food safety guidelines consistently, maintaining a safe and sanitary working environment at all times.
- Communicated with kitchen staff and waiters to provide accurate, timely information regarding orders and minimize delays.
- Trained new staff members on company policies and procedures.
- Assisted in training new team members, sharing knowledge and best practices to maintain high standards of service across the board.
- Enhanced dining experience by providing prompt and courteous service to guests.
- Addressed customer complaints and inquiries to verify satisfaction.
- Checked dining area supplies of linens, wrapped silverware, and replenished low stock.
- Provided attentive service and proactively assessed guest needs.
GUEST RELATION AGENT
THE DWARIKA'S HOTEL, KATHMANDU, NEPAL
08.2022 - 11.2022
- Ensuring a positive first impression
- Assist guests with check-in and check-out procedures, including processing payments, issuing room keys, and providing necessary information about hotel amenities and policies
- Handle complaints and concerns promptly and professionally, finding the best possible resolution to ensure guest satisfaction
- Coordinate with other hotel departments
- Up-sell and promote hotel services and amenities to guests, maximizing revenue opportunities
- Maintain knowledge of local attractions, restaurants, and transportation options to provide recommendations and assistance to guests
- Flexibility in working shifts, including evenings, weekends, and holidays
- Trained new Guest Relations Agents, sharing best practices for maintaining high standards of customer care.
- Managed difficult conversations professionally by actively listening empathetically implementing appropriate solutions.
- Utilized customer relationship management software effectively, ensuring accurate record-keeping of guest information for future stays.
- Liaised between housekeeping, maintenance, and front office teams to address any guest-related issues efficiently.
- Organized special events for VIP guests, demonstrating attention to detail and commitment to exceeding expectations.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
FRONT OFFICE AGENT
HOTEL ROADHOUSE, KATHMANDU, NEPAL
03.2021 - 06.2022
- Handling checkouts and check-ins
- Preparing Sales Tax Invoices
- Communication with inhouse services as well as out sourced services
- Ensure collection and recording of bills (Cash, Credit card transactions)
- Communicating with other departments and external sources
- Organizing flight tickets, tour guides and transportation
TRAINEE
HOWARD JOHNSON, SANYA, CHINA
12.2018 - 12.2019
- Attended training courses to build understanding of processes, techniques, and industry.
- Supported departmental tasks to increase understanding of industry processes.
- Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
- Enhanced trainee experience by developing comprehensive orientation programs and hands-on training sessions.
- Contributed to inventory management, ensuring optimal stock levels and minimizing waste.
- Improved customer satisfaction by promptly addressing inquiries and concerns, leveraging learned product knowledge.
- Participated in industry workshops and seminars, continuously expanding professional knowledge and skills.
Education
MASTER IN HOTEL MANAGEMENT - Hospitality Administration And Management
Blue Mountains International Hotel Management School
01.2025
BACHELOR OF HOTEL MANAGEMENT - undefined
International School of Tourism and Hotel Management
01.2020
Skills
- Customer service
- Computer skills
- Guest accommodations
- Detail-oriented
- Guest relations
- Issue resolution
- Financial transactions
- Flexible schedule
- Payment processing
- Product sales
- Guest orientation
- Complaint handling
- Food and beverage area setup
- Inventory monitoring
- Reservation management system
- Hotel software expertise
- Loyalty promotion
- Cash handling experience
- Check-in coordination
- Clear communication
- Multitasking Abilities
- Guest experiences
- Training and mentoring
- RSA ( Responsible Service of Alcohol)
- Attention to detail
Timeline
Guest Service Representative
Four Points By Sheraton Sydney
02.2024 - Current
FOOD AND BEVERAGE ATTENDANT
FOUR POINTS BY SHERATON
03.2023 - Current
GUEST RELATION AGENT
THE DWARIKA'S HOTEL, KATHMANDU, NEPAL
08.2022 - 11.2022
FRONT OFFICE AGENT
HOTEL ROADHOUSE, KATHMANDU, NEPAL
03.2021 - 06.2022
TRAINEE
HOWARD JOHNSON, SANYA, CHINA
12.2018 - 12.2019
BACHELOR OF HOTEL MANAGEMENT - undefined
International School of Tourism and Hotel Management
MASTER IN HOTEL MANAGEMENT - Hospitality Administration And Management
Blue Mountains International Hotel Management School
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