Summary
Overview
Work history
Education
Skills
Accomplishments
Custom
Timeline
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Puneet Singh Ghai

London

Summary

Resourceful and detail-oriented administrative professional with over a decade of diversified experience in hospitality and finance. Bringing a strong educational foundation with an MBA and BBA, and a proven ability to improve operational efficiencies while providing exceptional support to executive leadership. Demonstrated expertise in financial management, project coordination, team leadership, and stakeholder communications. Seeking to leverage my skills in an Executive Assistant role to optimize organizational effectiveness and enhance executive productivity.

Overview

13
13
years of professional experience

Work history

Senior Night Auditor

Sofitel St. James
London
03.2024 - 08.2025
  • As a Senior Night Auditor, I meticulously prepare and analyze daily financial reports with 100% accuracy, identifying and rectifying discrepancies that could lead to financial misstatements. This rigorous analysis not only resulted in 15% reduction in reporting errors over a six-month period but also strengthened internal audit trail, thereby enhancing accountability within financial operations.
  • I oversee end-of-day operations in luxury setting where attention to detail and accuracy are paramount. Managing cash handling processes for approximately £20,000 nightly requires deep understanding of financial protocols and meticulous organization to ensure all transactions align with both internal controls and industry standards.
  • In my role, I have taken initiative to train and mentor team of 3 night staff, developing their skills in guest interaction and service excellence. This leadership led to a measurable 5% improvement in customer service ratings on major review platforms within three months, enhancing hotel's reputation for outstanding service.
  • Increasing guest satisfaction scores by 20% was achieved through unwavering commitment to guest needs. By actively engaging with guests and promptly resolving inquiries and issues, I have significantly contributed to enhancing the overall guest experience, leading to increased loyalty and positive word-of-mouth.
  • My role necessitates effective communication and collaboration with diverse departments, including front desk staff, housekeeping, and hotel management. By facilitating smooth information flow regarding guest preferences and operational updates, I ensure that all departments work cohesively to meet guest expectations efficiently.
  • I maintain organized documentation and accurate logs of all financial transactions and audits, thereby supporting the management team in strategic decision-making. The preparation of detailed administrative reports covering occupancy rates and revenue trends provides essential insights into operational performance.
  • Recognizing areas for improvement, I led initiatives that streamlined auditing procedures, resulting in a 30% increase in operational efficiency. These enhancements have set new benchmarks for nightly operations, contributing to a more effective workflow and better utilization of resources.
  • Proficiently utilizing property management systems (e.g., Opera) and Microsoft Excel for financial tracking and reporting has allowed me to enhance reporting efficiency by 25%. This proficiency in technology improves not only the accuracy of financial data but also enhances operational insights.

Front Desk Agent (Nights)

Sanderson Hotel
London
10.2022 - 02.2024
  • In my capacity as a Front Desk Agent, I provided exceptional customer service while handling the check-in and check-out processes for an average of [X] guests per night. My focus on creating a welcoming atmosphere was instrumental in driving a 7% increase in positive guest reviews, demonstrating my commitment to hospitality excellence.
  • I played a key role in managing reservations and updates within the hotel management system, ensuring that all records were meticulously organized. This diligence not only enhanced operational efficiency by 10% but also underscored the importance of accurate data management in the hospitality industry.
  • My responsibilities included processing financial transactions totaling up to £100,000 weekly. This position required adhering to strict financial protocols and attention to detail to ensure revenue accuracy and protect organizational assets.
  • Assisting in coordinating hotel events and special arrangements for VIP guests highlighted my strong organizational skills and attention to detail. I collaborated with various stakeholders-including vendors and internal teams-to ensure that every event met the high standards expected by our clientele.
  • I actively fostered a cooperative atmosphere among team members and liaised with various hotel departments. Actively participating in cross-functional meetings allowed me to contribute to strategies that improved guest services and operational efficiency across the board.

Welcome Desk Agent

W London
06.2022 - 10.2022
  • As a Welcome Desk Agent, I managed online, phone, and in-person reservations, ensuring optimal accuracy and responsiveness. This role emphasized the importance of first impressions in guest relations, where my aim was to generate positive experiences right from the inaugural contact.
  • I directly interacted with guests upon their arrival, providing essential information regarding hotel services and amenities. This proactive engagement reinforced a welcoming environment and contributed to repeat patronage.

Senior Debt Collector

Encore Capital Group
Gurgaon
04.2012 - 01.2022
  • In this role, I cultivated relationships with clients to negotiate payment terms on outstanding debts, achieving a remarkable 10% increase in successful payment arrangements through effective communication and negotiation skills.
  • I took charge of a portfolio consisting of over 200 accounts, meticulously documenting interactions and tracking payment histories. This role honed my analytical skills, allowing me to leverage data to inform strategies and improve collection outcomes.
  • My ability to address escalated cases effectively led to a 95% resolution rate in settling disputes and payment plans. This success relied on my negotiation tactics and understanding of clients' needs.
  • I compiled essential reports on collection activities and performance metrics, providing management with insightful data that guided strategic decisions and policy improvements.
  • Assisting in onboarding new collectors, I facilitated training sessions that enhanced team capabilities and fostered a collaborative work environment, leading to improved performance metrics across the department.

Education

Master of Business Administration (MBA) - Global Marketing

University of West London
London

Bachelor of Business Administration (BBA) -

Punjab Technical University
Ludhiana
12.2008

Skills

  • Administrative Support
  • Advanced Communication
  • Organizational Skills
  • Technical Proficiency
  • Problem-Solving
  • Leadership & Teamwork

Accomplishments

  • Awarded Certificate for Top Up-Seller of the Month for consistently exceeding sales targets.
  • Recognized for Top Sales and Collector Performance at Encore Capital Group.
  • Successfully implemented guest feedback initiatives, leading to increased customer satisfaction scores.

Custom

Available upon request.

Timeline

Senior Night Auditor

Sofitel St. James
03.2024 - 08.2025

Front Desk Agent (Nights)

Sanderson Hotel
10.2022 - 02.2024

Welcome Desk Agent

W London
06.2022 - 10.2022

Senior Debt Collector

Encore Capital Group
04.2012 - 01.2022

Master of Business Administration (MBA) - Global Marketing

University of West London

Bachelor of Business Administration (BBA) -

Punjab Technical University

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Puneet Singh Ghai