Veena Soni Ruparelia
Leicester,England
Summary
Friendly hotel reception professional with background in hospitality. Highly organised with great multitasking abilities to manage busy front-of-house services. Passionate and enthusiastic to deliver first-class customer care. Dedicated Guest Service Assistant] with 25 years of experience. Demonstrated history of meeting company goals and promoting best practices. Thrives under pressure and adapts to challenges with ingenuity and resilience.
Overview
32
32
years of professional experience
2
2
years of post-secondary education
Work History
Guest service assistant
Holiday Inn
Leicester
06.1998 - Current
- Ensured guest comfort, providing direction regarding property amenities, services and local attractions.
- Exceeded guest expectations by accommodating special requests and changes, boosting satisfaction levels.
- Facilitated check-in and check-out procedures for guests.
- Greeted guests warmly and professionally for positive first impressions.
- Delivered first class customer care through polite, professional service.
- Answered guest calls and resolved queries promptly and politely.
- Verified ID and payment methods of guests.
- Addressed questions, escalating issues and complaints to management.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
Customer service advisor
Next
Leicester
11.2021 - 10.2024
- Offered prompt solutions to maintain customer satisfaction.
- Tracked orders and processed refunds for new and existing customers.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Recorded and processed customer data accurately.
- Established positive relationships with clients by going extra mile to build rapport.
Medical receptionist
Belgrave Health Centre
Leicester
02.2019 - 05.2024
- Welcomed patients with kindness to enhance checking in processes.
- Kept reception and waiting areas neat and clean to make patients feel welcome and comfortable.
- Scheduled patient appointments using System One booking system.
- Set up new patients within target timeframes.
Receptionist
Euro Pressing Ltd
Leicester
02.1996 - 06.1996
- Delivered front of house duties with warm and professional manner.
- Screened and verified visitor IDs, maintaining security of personnel and office environment.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Assisted with set up of ID card and access permissions following site security practices.
- Provided clerical support to company employees, including copying, faxing and file management.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
Sales advisor
Debenhams
Leicester
09.1992 - 02.1996
- Assisted customers with product returns, converting refund requests into exchange opportunities to maximise store revenue.
- Highlighted product features and benefits in line with customer needs, securing high-value sales.
- Provided high levels of in-store service, promptly resolving complaints to maintain customer satisfaction.
- Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty.
- Processed payments promptly and precisely using Point Of Sale (POS) systems, minimising customer waiting times.
- Signed customers up to brand loyalty schemes, increasing repeat store spending.
Education
NVQ Level 3 - Hospitality In Hospitality
Hits
Leicester 11.2017 - 02.2018
GCSEs - Maths, English
Gateway Sixth Form College
Leicester 09.1985 - 06.1987
Skills
- Guest arrival and departure procedures
- Guest issue resolution
- Opera Cloud PMS
- Guest experience
- Billing adjustments
- COSHH and food safety standards
- Check-in and -out processes
- Customer Experience
- Complaint Handling
Timeline
Customer service advisor
Next
11.2021 - 10.2024
Medical receptionist
Belgrave Health Centre
02.2019 - 05.2024
NVQ Level 3 - Hospitality In Hospitality
Hits
11.2017 - 02.2018
Guest service assistant
Holiday Inn
06.1998 - Current
Receptionist
Euro Pressing Ltd
02.1996 - 06.1996
Sales advisor
Debenhams
09.1992 - 02.1996
GCSEs - Maths, English
Gateway Sixth Form College
09.1985 - 06.1987
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