Asha Prasad
Seaside,California
Summary
Guest Relations Manager with 16 years in hospitality industry and unwavering passion for delivering excellence in customer experience. Superior skills in front desk management, overseeing all-staff efficiency and acquiring professional customer feedback.
Overview
3
3
years of post-secondary education
16
16
years of professional experience
Work History
Guest Services Manager
Hyatt Regency Monterey Hotel & Spa
12.2019 - 02.2021
- Overseeing the front desk team, bell desk and the communications center.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Motivated and rewarded employees to improve engagement.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Surveyed guests to check for areas in need of improvement.
- Coached and developed associates to improve soft skills and recovery techniques.
Reservations Manager
Hyatt Regency Monterey Hotel & Spa
06.2005 - 12.2019
- (14 years 7 months) Overseeing all the daily operations of the reservations department.
- Maintaining groups and client relationships between the hotel and the meeting planner.
- Working with central reservations to ensure that the reservations process is seamless and trouble shooting group sites to ensure seamless process.
- Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Consulted with central reservations to discuss new rate plans and promotions.
- Worked closely with front desk to achieve full occupancy of property.
- Handled billing information over phone.
- Maintained awareness of types of rooms available in different resort locations.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Prepared customer invoices, accepted payments and processed refund and cancellation requests.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
Arts and History
The University of the South Pacific
01.2001 - 01.2004
Skills
Policy and procedure adherence
Cultural awareness
Guest accommodations
Office and staff streamlining
Proficiency in hospitality systems
Employee rewards and motivation
Satisfaction scoring systems
New hire training
Detail-driven
Additional Information
- Honors & Awards , Manager of the Quarter - Hyatt Regency Monterey Hotel & Spa Apr 2019 Manager of the Quarter - Hyatt Regency Monterey Hotel & Spa Apr 2011 Asha Prasad - page 1
Timeline
Guest Services Manager
Hyatt Regency Monterey Hotel & Spa
12.2019 - 02.2021
Reservations Manager
Hyatt Regency Monterey Hotel & Spa
06.2005 - 12.2019
Arts and History
The University of the South Pacific
01.2001 - 01.2004