Monika Thakur

• Performed efficient check-in and check-out processes, ensuring guest satisfaction and smooth operations.

• Managed reservations, including booking, modification, and cancellation, through phone, email, and online systems.

• Handled travel agent communications, confirming bookings, addressing queries, and coordinating special requests.

• Updated and synchronized room availability and rates across various online booking channels using channel management software.

• Addressed guest needs and preferences, providing personalized service and recommendations.

• Processed billing and payments accurately during guest departure, handling cash and card transactions.

• Received, sorted, and delivered incoming mail and packages for guests and staff, maintaining confidentiality and ensuring prompt notification.

• Coordinated outgoing mail, ensuring timely dispatch, proper packaging, and accurate record-keeping.

• Maintained a friendly and professional demeanor while providing exceptional customer service.

• Resolved guest complaints and issues promptly, maintaining high levels of guest satisfaction.

Check-in Process
Registration:Complete the registration process, ensuring all details are accurately recorded.

Payment:Secure payment for the stay, either through pre-authorization of credit cards or cash.

Room Assignment:Assign rooms based on guest preferences and availability.

Information Sharing:Provide guests with necessary information about hotel facilities, amenities, and services.

Check-out Process
Billing: Prepare the guest's bill, ensuring all charges are accurate.
Payment Collection:Process the final payment.
Feedback:Ask for feedback about the stay and address any concerns.
Departure:Confirm the return of room keys or key cards.
Farewell: Thank the guest for staying and invite them to return.
Reservation Handling
Booking:Handle new reservations via phone, email, or online systems.
Modification: Make changes to existing reservations as requested by guests.
Cancellation:Process reservation cancellations and ensure proper documentation.Confirmation:Send reservation confirmations and reminders to guests.

Travel Agent Calls Handling
Coordination:Communicate with travel agents to confirm bookings and answer queries.
Billing: Ensure proper billing and commission arrangements with travel agents.

Channel Manager Handling
Inventory Management:Update room availability across various online booking channels.
Rate Management:Adjust room rates and promotional offers as needed.
Synchronization:Ensure all booking channels are synchronized to prevent overbooking.

Guest Interest
Personalized Service:Understand and cater to individual guest preferences and needs.
Assistance: Provide recommendations for local attractions, dining, and activities.

All Mails Handling

Completed assigned tasks quickly and accurately, using strong time management and task prioritisation.
Independently resolved issues with resourceful research and critical thinking,
Reviewed documents for staff to proofread for errors, correct formatting and verify factual information.