Shweta Ashok Kalangade
Hounslow,London
Summary
Results-driven MSc Digital Marketing graduate with extensive customer service experience. Skilled in resolving client issues and enhancing satisfaction through effective communication and training. Seeking administrative roles to contribute to organisational success and support career growth.
Overview
7
7
years of professional experience
Work History
Front Desk Supervisor
Cheval Residencies
London
01.2024 - Current
- Oversaw front desk staff, including receptionists and concierge, ensuring adherence to company standards and delivery of high-quality service.
- Trained new front office staff, conducted performance evaluations, and provided ongoing coaching to enhance service delivery.
- Ensured guests received warm welcomes, efficient check-in/check-out, and excellent customer service throughout their stay.
- To handle guest complaints, concerns, and special requests promptly and effectively, ensuring guest satisfaction.
- Managed room reservations, cancellations, and modifications while processing payments and handling billing inquiries.
- To communicate with housekeeping, maintenance, and other departments to ensure rooms are ready, requests are fulfilled, and guest experiences are seamless.
- Maintaining accurate records of guest details, occupancy levels, financial transactions, and other front office activities.
- Promoting hotel services, amenities, and room upgrades to enhance guest experiences and maximize revenue.
- Monitoring the security of the front desk area, manage key control, and ensure compliance with safety procedures.
- To ensure that all front office operations are in line with company policies, brand standards, and legal requirements.
- Managed daily administrative operations, including document preparation, filing systems, record management, and correspondence.
- Coordinated schedules, meetings, and appointments for management and departmental teams.
- Maintained office supplies inventory, processed purchase requests, and liaised with external vendors and service providers.
- Prepared reports on occupancy, revenue, guest feedback, and operational performance using Microsoft Office applications.
- Handled email correspondence, telephone inquiries, and internal communications, ensuring timely responses and follow-ups.
Front Desk Executive
Cheval Residencies
London
03.2022 - 01.2024
- Managed front desk efficiently, including check-in and check-out procedures and responding to customer requests.
- Responded promptly to guest requests and queries, ensuring a knowledgeable and efficient service.
- Took reservations via telephone, email, and walk-ins, promoting Cheval Residences and ensuring adherence to brand standards.
- Includes apartment induction, handling enquiries and complaints, collecting payments, generating bills, as well as providing advice, information, and a response to all guest queries during their stay.
- Maximised revenue opportunities through effective upselling of apartments.
- Built and maintained relationships with travel agencies, corporate clients, and business partners to enhance bookings and sales.
- Managing the hotel's website and online presence, ensuring it is up to date and engaging for potential guests.
- Adhered strictly to company rules, policies, and procedures, including Health and Safety and Data Protection guidelines.
- Trained extensively in emergency procedures and proficiently operated emergency equipment.
Customer Service Executive
Air India (AIATSL)
Mumbai
11.2019 - 12.2020
- Assisted passengers with self-service check-in kiosks, ensuring a smooth check-in experience.
- Issue boarding passes reschedule passengers affected by flight interruptions or cancellations.
- Managed passenger baggage processing, handling fees and ensuring accurate delivery to minimise disruption.
- Inspected and verified passenger documentation to facilitate compliance with travel regulations.
- Operated computers and specialised equipment, including air-bridge and scanners, to facilitate passenger boarding.
- Maintain the highest standards of safety and security at all times.
Education
MSc - Digital Marketing
University of Roehampton
London, UK09-2022
IATA Foundation Level -
International Air Transport Association (IATA)
09-2018
C. R. S. (IATA) - Amadeus certificate
09-2018
Bachelor of Engineering (B. E.) - Computer
06-2015
S. S. C. - Secondary School Certificate
06-2008
H.S.C. - Science
03-2010
Skills
- Property management systems and RMS cloud
- Opera and CRM tools
- Online booking engines
- Office Administration
- Administrative Support
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Data Entry & Record Management
- Calendar & Meeting Coordination
- Channel management software
- Internal communication platforms
- Email marketing tools
- Report generation and analysis
- Data entry and KPI analysis
- Microsoft Office suite proficiency
- IT troubleshooting and network connectivity
- Office equipment management
- Administrative skills
- Guest services
Languages
English
Hindi
Marathi
Gujrati
Hobbies and Interests
- Travelling
- Organizing and managing events
- Cooking and baking
- Creative DIY Craft hobbies
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Front Desk Supervisor
Cheval Residencies
01.2024 - Current
Front Desk Executive
Cheval Residencies
03.2022 - 01.2024
Customer Service Executive
Air India (AIATSL)
11.2019 - 12.2020
MSc - Digital Marketing
University of Roehampton
IATA Foundation Level -
International Air Transport Association (IATA)