Summary
Overview
Work history
Education
Skills
Websites
Languages
Custom
Affiliations
Certification
Timeline
Generic

Shreya Sharma

London,United Kingdom

Summary

With over three years of experience in the UK across hospitality, customer service, and operations management, I bring strong expertise in systems such as ONQ, OPERA Cloud, and Rezlynx. I've successfully managed teams, streamlined operations, and ensured high standards of service. Additionally, I have a growing online presence with a travel account of 6,800+ followers and over 3 million video views. My blend of operational experience and content creation allows me to contribute both creatively and strategically to your team.

Overview

5
5
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Front Office Supervisor

Canopy By Hilton London City
London, United Kingdom
09.2024 - 12.2024
  • Supervised check-ins/check-outs and effectively addressed guest concerns to ensure smooth operations and high satisfaction.
  • Implemented service recovery strategies , resolving issues promptly to exceed guest expectations.
  • Led and trained front desk staff , managing performance, schedules, and adherence to brand standards.
  • Monitored guest accounts to track high balances and ensure timely payment processing, preventing discrepancies.
  • Coordinated room allocation based on guest preferences and requests, enhancing personalized experiences.
  • Collaborated with housekeeping and maintenance to ensure room readiness and efficient service delivery.

Front Office Receptionist & Team Leader

Strand Palace Hotel
London, United Kingdom
06.2023 - 09.2024
  • Directed check-in and check-out processes , ensuring a seamless and efficient experience for all guests, contributing to overall satisfaction.
  • Provided comprehensive training and mentorship to new team members, ensuring mastery of hotel procedures, guest service standards, and the Opera Cloud PMS system.
  • Led the transition and implementation of system changes , ensuring smooth adaptation from digital to manual check-in methods, and maintaining operational continuity.
  • Managed guest complaints with professionalism and efficiency , promptly resolving issues to uphold the hotel's reputation for exceptional service.
  • Maintained extensive knowledge of hotel amenities, services, and local attractions , offering guests well-informed recommendations to enhance their stay.

Guest Experience Supervisor

Strand Palace Hotel
London, United Kingdom
03.2023 - 06.2023
  • Provided excellent customer service to guests, ensuring they had a great stay.
  • Helped train new team members on hotel procedures and how to interact with guests.
  • Organized special amenities for VIP guests and ensured they were delivered to their rooms by collaborating with porters and training them .
  • Went out of the way to assist guests with special requests , like getting theatre tickets or arranging discounts at local restaurants .
  • Maintained professionalism and confidentiality when dealing with sensitive guest information.
  • Contributed ideas for improving guest services during team meetings and training sessions

Front Desk Supervisor and Guest Relations

Ethos Hotel and Cafe
Oxford, United Kingdom
08.2022 - 02.2023
  • Supervise a team of 3 housekeeping staff , 3 restaurant staff, and 2 receptionists to ensure smooth daily operations across all hotel departments.
  • Oversee guest check-in and check-out processes , including room assignments and key distribution, while maintaining accurate records in the Rezlynx Property Management System (PMS) .
  • Manage special guest requests , such as room service, taxi bookings, and wake-up calls, ensuring prompt service and satisfaction.
  • Direct the housekeeping team in maintaining room cleanliness and hotel facilities, ensuring high standards of hygiene and guest comfort.
  • Coordinate with the restaurant team to ensure efficient service and guest satisfaction, overseeing food orders and dining room operations.
  • Supervise reception tasks , including answering phone calls, emails, and messages, and resolving guest concerns in a timely and professional manner.
  • Ensure smooth billing and payment collection at check-out, processing payments through cash, credit, or debit cards.
  • Provide guidance and support to team members, ensuring tasks are completed efficiently and that guests' needs are met promptly.

Store Assistant Supervisor and Cashier

Seoul Plaza Ltd
Oxford
02.2022 - 08.2022
  • Supervised daily store operations and managed staff to ensure smooth functioning and high customer satisfaction.
  • Provided expert product knowledge to assist customers in making informed purchasing decisions and ensure attentive service.
  • Designed engaging in-store and window displays to increase foot traffic and promote product visibility.
  • Handled inventory management , including stock monitoring, inventory checks, and maintaining an organized sales floor.
  • Trained and supported team members , ensuring efficient task execution, store cleanliness, and adherence to operational standards.

HR intern

Ultratech Cement
India
09.2019 - 12.2019
  • Identified employee attitudes and engagement needs , tailoring activities to boost morale and satisfaction.
  • Organized and executed various employee engagement initiatives , fostering a positive workplace culture.
  • Enhanced staff engagement through regular feedback and performance reviews, driving motivation and productivity.
  • Managed employee data by updating internal systems with accurate contact information and employment records.
  • Coordinated scheduling of candidate interviews and created organizational charts to support HR functions.

Education

Masters - of Science in International Hospitality, Events and Tourism Management

Oxford Brookes University
Oxford, Oxfordshire
01.2022 - 01.2024

Bachelors - of Science in Resource Management

Dr. BMN College of Home Science
01.2017 - 03.2020

Skills

  • Microsoft Office Suite
  • Virtual Collaboration Tools
  • Hotel Property Management Systems (PMS)
  • Booking Engines and Reservation Systems
  • Hospitality and Tourism E-commerce Platforms
  • Video and Photo Editing for Promotional Content
  • Online Reputation Management Tools
  • Leadership
  • Problem Solving
  • Team Development and Training
  • Event Planning and Coordination
  • Adaptability
  • Attention to Detail
  • Trend Awareness
  • Content Creation

Languages

English
Hindi
Japanese
Korean
Spanish

Custom

  • Leader in Kerala flood relief camp
  • Akanksha fest (University festival)
  • National Service Scheme
  • Tree plantation
  • Teaching underprivileged kids
  • Women empowerment entrepreneurship (transform India)
  • Head of events of Korean Hallyu society
  • Contributed to maintaining clean and sustainable environments by participating in local cleanup initiatives
  • Soup Kitchen for Forgotten Neighbourhood

Affiliations

  • Traveling: Exploring new cultures and destinations, which influences my content creation.
  • Photography: Capturing moments during my travels and everyday life.
  • Volunteering: Participating in community events or charity work.
  • Social Media Marketing: Staying up to date with trends in digital content creation and audience engagement

Certification

  • Interview readiness- TATA Power
  • Nihongo (Japanese) Language Short Course- Awaywego Travels
  • Korean Language Hobby Class- Korean Cultural Centre India
  • Online Cultural Exchange Programme- University of Potsdam, Germany
  • GDS-CRS Galileo training (Basic)- Garware Institute
  • Basic Computer Knowledge - Dr. BMN College

Timeline

Front Office Supervisor

Canopy By Hilton London City
09.2024 - 12.2024

Front Office Receptionist & Team Leader

Strand Palace Hotel
06.2023 - 09.2024

Guest Experience Supervisor

Strand Palace Hotel
03.2023 - 06.2023

Front Desk Supervisor and Guest Relations

Ethos Hotel and Cafe
08.2022 - 02.2023

Store Assistant Supervisor and Cashier

Seoul Plaza Ltd
02.2022 - 08.2022

Masters - of Science in International Hospitality, Events and Tourism Management

Oxford Brookes University
01.2022 - 01.2024

HR intern

Ultratech Cement
09.2019 - 12.2019

Bachelors - of Science in Resource Management

Dr. BMN College of Home Science
01.2017 - 03.2020
Shreya Sharma