Policy and procedure adherence
Komal Dulgach
Concierge
San Francisco,CA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Self-starter with strong record of providing valuable service to clients and tourists. Polished Hotel Concierge with exceptional qualifications in hospitality management. Dynamic and personable and well-versed in travel arrangements. Intelligent hospitality industry professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Looking to help top-level hotel reach even further success through Concierge position. Helpful Hospitality professional driven to cultivate exceptional service. Works effectively to address patron concerns and foster loyalty. Proven success in managing complex requests with grace and efficiency.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Concierge
Mansion On Sutter Hotel
San Francisco, CA
08.2021 - Current
- Arranged for transportation to and from airport, train station and events for visitors.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Explained security policies and procedures to guests and hotel staff to promote visitor confidence and safety.
- Supported local sports teams, museums, restaurants and other tourist-oriented spots by promoting events to hotel guests.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining.
Senior Customer Service Agent
Capita India Pvt Ltd
Mumbai,India, Maharastra
11.2013 - 11.2018
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Researched product locations at different facilities to arrange and coordinate drop shipments.
- Took cash and credit card payments via phone, in person and through email.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Escalated issues to proper supervisors when standard processes were not effective.
Customer Service Representative
ICICI Bank
Mumbai,India, Maharastra
02.2013 - 10.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer adjustments to maintain financial accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Education
Associate of Arts - Banking And Insurance
L.S.Raheja College of Commerce &arts
Maharastra,India 06.2009 - 04.2012
Skills
Office streamlining
Vendor interaction
Guest experiences
Marketing
Guest accommodations
Hospitality service expertise
Reservations management
Bookkeeping
Telephone etiquette
Guest services
Conference and meeting planning
Administrative support
Air travel
Accommodations
Additional Information
Looking for position to prove my self and growth in my carrier
Software
Ios and microsoft
Timeline
Concierge
Mansion On Sutter Hotel
08.2021 - Current
Senior Customer Service Agent
Capita India Pvt Ltd
11.2013 - 11.2018
Customer Service Representative
ICICI Bank
02.2013 - 10.2013
Associate of Arts - Banking And Insurance
L.S.Raheja College of Commerce &arts
06.2009 - 04.2012
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