Sonia Parmar

: Seeking to utilize exciting Hospitality Industry experience in an International Organization that cares for both its customers and staff while attaining its vision for dominance

WORK EXPERIENCE:

•Presently working with Emirates Palace Hotel Abu Dhabi Managed by Kempinski Group (Pre-Opening Team) from 04th November 2004 as a “Guest Service Center Agent”

•June 2003 to November 2004, worked with AVG Hotels PVT LTD as a Receptionist cum Telephone operator, New Delhi.

•June 2001 to June 2003, Worked with Claridges Hotel, located in New Delhi as a Front of-fice Receptionist.

Job Summary for Service Centre Agent

Under the direct supervision of the GSC Manager, the service Associates attends to all guest requests and complaints.
Coordinates with relevant departments to ensure that guest expectations are met even ex-ceeded.
Provides a “ One Stop-Shop” Service to guests.
The position is also responsible for providing complete and accurate information in response to internal and external queries and assists creating a favorable public image as part of the ser-vice.
Makes room reservation and restaurant reservations.
Answer all incoming calls to the switchboard and from internal extensions.
Taking messages (voice, Print and Fax)
Handling wake up call request
Handling guest special instructions such as confidential stay, phone bar, “Do Not Disturb” , Screen calls, call forwarding, locator.
Handling emergency procedures

Responsibilities as Front office Receptionist

Handling Check-in and Check-out.
Handling Guest Massages, telephone and written.
Posting Guest bills and handling Cash,
Giving information to the guest regarding Hotel outlets for up sell.
Providing information to the guest for city tour and special events happening in the city.
Updating guests details in hotel record.
Sending CID Report to CID office

•(10+2 ) from Nav Shakti Sr. School, CBSE New Delhi.
•Graduate from Delhi University (B. A. Pass)
•Two years Diploma in Front Office and Book keeping from Delhi Institute of Hotel Man-agement (Under Govt. of NCT of Delhi).

•Diploma in office Automation (Ms Word, Ms Excel, Ms Power point. ).
•Web Surfing and E-mail processing and Typing

COMPUTER PROFICIENCY:

•Opera, Fidelio, Fortune, FCS , HMS Win suite and winvoice, MS Word, Excel, Internet



TRAININGS:

• Business Centre Cross Exposure
• Training in Room Reservation.
• Training in Restaurant Reservation.
• Reception Training
• Emirates – Hospitality
• Emirates - Customer Loyalty
• Emirates – Private Concierge
• Switchboard/ PABX Training
• FCS Winsuite and Winvoice Training
• Emergency Procedure
• Policy and Procedure
• Customer Service
• Train the Trainer
• Supervisory skills

LANGUAGES:

• English Excellent in both written and verbal
• Hindi mother language
• Arabic (Understandable )


PERSONAL DETAILS:

Date of Birth : 14th June 1981
Nationality : Indian
Marital Status : Married
Husband’s Name : Mr. Alok Bohra



Passport Details
Passport number : E 3762005
Date of Issue : 16-12-2004
Place of Issue : New Delhi
Expiry date : 15-12-2012


REFERENCES:
Mr. Tuan Jamal
Guest Service Manager
Emirates Palace Hotel (Abu Dhabi)
Ph. 02 690 7172

Sonia Parmar