JIYA PATHANIA
Chester
Summary
Results-driven hospitality and business administration professional with over three years of experience in front office operations, reservations, and customer service. Adept at managing high call volumes, optimizing guest experiences, and collaborating across teams. Proficient in CRM systems, hotel PMS software, and administrative operations. Seeking a dynamic role in business administration to leverage organizational, problem-solving, and client management skills.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Club and Spa Receptionist
The Club and Spa by DoubleTree Hilton
08.2024 - Current
- Escorted clients to spa areas, treatment rooms, and spa facilities.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Facilitated seamless check-in and check-out processes, optimizing the overall guest experience.
- Promoted special offers and packages to increase revenue through upselling techniques.
- Supported team members during peak hours or absences, fostering a cooperative work environment among staff members.
- Enforced spa policies, following company procedures at all times.
- Processed payments accurately, ensuring timely billing for club services.
- Trained new hires on new appointment scheduling, opening, closing duties, and generating and balancing daily revenue reports.
- Listened closely to customer complaints and responded appropriately to issues.
- Promoted club offerings by engaging members in conversations about available services and programs.
- Proactively communicated any schedule changes or cancellations with clients in a timely manner, minimizing potential conflicts or dissatisfaction.
- Trained new receptionists on daily tasks, procedures, and best practices to ensure consistent quality across the team.
Central Reservations Agent
Nelson Hotels and Inns
02.2023 - 08.2024
- Managed high volumes of calls and emails efficiently, ensuring seamless booking processes
- Delivered exceptional customer service, optimizing guest satisfaction and retention
- Maintained in-depth knowledge of company offerings and cross-sold additional services
- Worked collaboratively with multiple departments to enhance operational efficiency
- Proficiently handled reservation software and managed accurate record-keeping
- Successfully upsold amenities, increasing revenue
- Applied strong problem-solving skills to resolve guest concerns swiftly
- Handled billing information over phone.
Senior Reservation Associate
Oberoi Contact Centre
04.2021 - 09.2021
- Sold and promoted reservation services to maximise occupancy rates
- Processed bookings according to customer preferences and budget
- Maintained an organised workspace, ensuring all guest correspondence was properly filed and easily accessible for future reference.
- Provided travel itinerary suggestions, including local attractions
- Managed payments and issued booking confirmations
- Handled customer inquiries and resolved booking-related issues
- Enhanced team productivity by cross-training junior associates, resulting in more efficient work processes.
Front Office Associate
The Westin Sohna Resort & Spa
08.2019 - 12.2020
- Managed guest check-ins and check-outs efficiently
- Processed and verified online and phone reservations
- Ensured accurate payment processing and room assignments
- Assisted in organising and hosting conferences and events
- Handled guest complaints professionally, resolving issues quickly to maintain positive relationships.
- Implemented new procedures to improve front office operations and enhance overall guest experience.
Guest Experience Planner (Industrial Trainee – Front Office)
The Danna
11.2018 - 05.2019
- Enhanced guest satisfaction by providing exceptional front desk service and addressing inquiries promptly.
- Handled challenging situations effectively, resolving guest complaints in a professional manner.
- Ensured smooth communication between front office staff and other departments, fostering a collaborative work environment.
- Pleasantly answered calls for multi-line switchboard for large office and directed callers to appropriate employees.
Education
Master of Business Administration - undefined
Wrexham Glyndwr University
01.2023 - 01.2024
BSc. - Catering Science and Hospitality Management
Bharathiar University
01.2017 - 01.2021
Higher School Certificate - undefined
Army Public School
Unchi Bassi, Punjab 01.2016 - 01.2017
Secondary School Certificate - undefined
G.R.D Public High School
01.2014 - 01.2015
Skills
Business Administration & Operations
undefinedCertifications And Awards
- Nominated for Business Care Category Award – Marriott International, 2019
- Certified for CII National Competitiveness & Cluster Summit, 2017
Interests And Volunteer Work
- Traveling
- Reading
- Socializing
- Community Engagement
Timeline
Club and Spa Receptionist
The Club and Spa by DoubleTree Hilton
08.2024 - Current
Central Reservations Agent
Nelson Hotels and Inns
02.2023 - 08.2024
Master of Business Administration - undefined
Wrexham Glyndwr University
01.2023 - 01.2024
Senior Reservation Associate
Oberoi Contact Centre
04.2021 - 09.2021
Front Office Associate
The Westin Sohna Resort & Spa
08.2019 - 12.2020
Guest Experience Planner (Industrial Trainee – Front Office)
The Danna
11.2018 - 05.2019
BSc. - Catering Science and Hospitality Management
Bharathiar University
01.2017 - 01.2021
Higher School Certificate - undefined
Army Public School
01.2016 - 01.2017
Secondary School Certificate - undefined
G.R.D Public High School
01.2014 - 01.2015
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