Shivendra Singh
London
Summary
Customer-focused hospitality and guest experience professional with a strong background in front office operations, customer service excellence, and problem resolution. Passionate Yonder credit card user and advocate, committed to delivering outstanding customer support. Adept at managing high-pressure environments, resolving member queries efficiently, and contributing to process improvements in fast-paced teams. Seeking to leverage my experience in guest relations and service excellence to enhance Yonder’s world-class Member Support team.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work history
Assistant Reception Manager
Intercontinental London The - O2
London
01.2024 - Current
- Developed an innovative guest engagement strategy, increasing overall guest satisfaction ratings by 15%.
- Managed a diverse team, fostering a culture of excellence and accountability, reducing staff turnover by 10%.
- Implemented process improvements that reduced guest wait times by 25% while enhancing service quality.
- Spearheaded high-profile VIP events, ensuring a seamless experience and strengthening brand reputation.
- Championed a customer-first approach, resolving guest concerns efficiently and elevating the overall experience.
Assistant Guest Relations Manager
Hotel Indigo – Exeter
Exeter, Essex
12.2022 - 01.2024
- Led front office operations, improving workflow efficiency by 30% through process optimization.
- Trained and managed a team of 20, achieving a 90% guest satisfaction rating.
- Increased customer engagement and loyalty program sign-ups by 35% through proactive communication strategies.
- Managed escalations and service recovery efforts, ensuring high levels of guest retention and satisfaction.
Guest Relations Executive
JW Marriott Mumbai
Mumbai
12.2019 - 12.2021
- Led customer service initiatives, ensuring a 95% resolution rate for guest concerns before departure.
- Integrated guest service technologies, enhancing operational efficiency by 20%.
- Designed and implemented an employee recognition program, boosting team morale and performance.
Education
Master of Science - Marketing
University of Exeter
Exeter 09.2022 - 09.2023
Bachelor of Arts -
SVKM's Narsee Monjee Institute of Management
Mumbai 06.2017 - 05.2020
Skills
- Customer Service & Live Chat Support (Amadeus Hotsos)
- Issue Resolution & Escalations Management
- Hospitality & Financial Services Expertise
- Team Collaboration & Autonomy
- CRM & Member Support Systems
- Strong Written & Verbal Communication
- Adaptability in Fast-Paced Environments
- Process Documentation & Improvement
Technical Proficiencies
- Customer Support Tools: Amadeus, Zendesk
- Hospitality & CRM Systems: OPERA PMS, Oracle Hospitality
- Collaboration Tools: Slack, Notion, Google Workspace
Timeline
Assistant Reception Manager
Intercontinental London The - O2
01.2024 - Current
Assistant Guest Relations Manager
Hotel Indigo – Exeter
12.2022 - 01.2024
Master of Science - Marketing
University of Exeter
09.2022 - 09.2023
Guest Relations Executive
JW Marriott Mumbai
12.2019 - 12.2021
Bachelor of Arts -
SVKM's Narsee Monjee Institute of Management
06.2017 - 05.2020
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