Aryan Chavan
Colchester,Essex
Summary
Offering strong background in customer service with focus on creating positive guest experiences. Knowledgeable about problem-solving, team leadership, and communication. Ready to use and develop skills in customer interaction, conflict resolution, and team management.
Seasoned professional with focus on enhancing guest experiences in hospitality sector. Deliver exceptional service by leveraging strong interpersonal skills and keen eye for operational improvement. Excel in team leadership, ensuring guest satisfaction and smooth daily operations.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Guest Service Manager
Holiday Inn
Ipswich, Suffolk
10.2024 - Current
- Led and managed the Guest Experience function, ensuring guests received exceptional service.
- Delivered comprehensive services, including bar service, 24-hour room service, and guest information, promoting seamless experiences.
- Conducted Night Audit procedures aligned with Business Excellence Manager expectations, ensuring financial accuracy and compliance.
- Performed routine security and safety checks through regular clock rounds, ensuring a secure environment for guests and staff.
- Established and maintained positive guest relationships through effective communication and personalized service.
- Anticipated guest needs, resolved complaints promptly, and enhanced guest satisfaction through proactive problem-solving.
- Promoted IHG properties, products, and services, contributing to increased guest engagement and loyalty.
- Provided leadership and mentoring to the night team, fostering professional growth and maintaining high service standards.
- Collaborated with cross-functional teams to execute strategic initiatives, optimizing hotel operations.
- Ensured strict adherence to Health, Hygiene, and Fire Life Safety regulations, maintaining a safe and compliant environment.
Front Desk and Reservation Assistant
The George and St Nicholas Hotel
Colchester, Essex
10.2023 - 05.2024
- Managed front desk operations, including efficient check-in and check-out processes.
- Addressed guest inquiries and provided exceptional customer service to enhance guest satisfaction.
- Handled billing, processed payments, and maintained accurate financial records.
- Oversaw room reservations, ensuring accurate data entry and effective booking management.
- Collaborated with sales and marketing teams to optimize occupancy rates and revenue generation.
- Provided personalized booking recommendations to meet guest preferences and special requests.
- Resolved guest issues and complaints promptly, demonstrating excellent problem-solving and communication skills.
Front Office Assistant
Courtyard By Marriott International Airport
Mumbai, Maharashtra
06.2022 - 07.2023
- Responsible for checking in guests, making and confirming reservations in a timely manner and guaranteeing a high level of customer service.
Thoroughly understand and adheres to proper credit, check- cashing, posting charges to guest accounts, and cash handling policies and procedures.
Answering inquiries pertaining to hotel services, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment.
Receiving and resolving guest complaints in a manner consistent with company policy. Transmitting and receiving telephone messages and sets up guests' wake-up calls.
Maintaining top levels of assurance ratings, including guest comment cards, accounting audit and inspection scores.
Managing some customer service and administrative tasks to resolve customer issues quickly and efficiently.
Executing in-season pricing strategies, including promotions and markdowns to reach financial targets.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service. - Processed all guest reservations including guest follow up obtaining all necessary information and accurately entering it into computer system.
Assisted Corporate Reservation Director and Reservations Supervisor with a variety of tasks not limited to brochure requests gift certificate processing and data entry.
Created opportunities to maintain repeat-stay guests and good relations between the hotel and new guests
Researched new business opportunities and provided facility tours.
Attended to guest needs such as shuttle service delivery of personal artifacts and other special requests.
Solicited new and existing accounts through phone prospecting. Responded to community and university-related inquiries. - Compile and check daily record sheets guest accounts receipts and vouchers using computerized systems.
Sold room reservations and made changes to existing reservations in a knowledgeable and timely manner.
Helped Group Sales Coordinator maintain rooming lists
Provided guests with the requested information concerning the facilities locations and surrounding
Industrial trainee
The St Regis Mumbai
Mumbai, Maharashtra
03.2021 - 12.2021
- Responsible for assisting more than 20 guests in a high end luxury hotel with services on and offsite
Coordinated with housekeeping and other departments to keep the hotel looking clean and providing guests with a good experience
Responsible for answering complaints from customers and finding solutions to help improve their stay.
Provided more than 100 guests each night with services designed to increase their satisfaction,which led to an approval rating of more than 97 percent
Work collaboratively with team to ensure all customer needs are met and restaurant standards of service are maintained.
Helped host staff arrange tables, manage seating, and handle service issues.
Consistently followed hotel and restaurant protocols, quality assurance standards, and all regulations.
Anticipated guest needs and addressed all requests promptly.
Education
Master of Science - International Hospitality Management
University of Essex
Colchester 10.2023 - 10.2024
Bachelor of Arts - International Hospitality and Tourism Management
ITM Institute of Hospitality Tourism Management
Mumbai 09.2019 - 09.2022
Skills
- Opera PMS
- Revenue Management
- Front office operations
- Sales techniques
- Brand management
- Hospitality leadership
- Negotiation tactics
- Intercultural sensitivity
- Diplomatic tact
- Listening and understanding
- Hospitality law knowledge
- Property maintenance understanding
- Awareness of cultural sensitivities
- Customer service metrics analysis
- Event planning expertise
- Front desk operations
Affiliations
- Music
- Cricket
- Gaming
Accomplishments
Was nominated for associate of the month 02 times in a row.
Was awarded top Up seller of the month for the month of December, 2022 and January, 2023
Languages
English
Fluent
Hindi
Fluent
Timeline
Guest Service Manager
Holiday Inn
10.2024 - Current
Master of Science - International Hospitality Management
University of Essex
10.2023 - 10.2024
Front Desk and Reservation Assistant
The George and St Nicholas Hotel
10.2023 - 05.2024
Front Office Assistant
Courtyard By Marriott International Airport
06.2022 - 07.2023
Industrial trainee
The St Regis Mumbai
03.2021 - 12.2021
Bachelor of Arts - International Hospitality and Tourism Management
ITM Institute of Hospitality Tourism Management
09.2019 - 09.2022
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