Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Lubna Lasker

Hicksville,NY

Summary

Efficient office assistant with several years of experience answering high-volume calls and in-person inquiries. Extensive experience in guest relations at W Hotel, excelling in customer service, and communication. Proven ability to enhance guest satisfaction through effective problem resolution, and efficient data entry. Proficient in Microsoft Office and GXP, consistently delivering exceptional support, and fostering positive relationships.

Overview

18
18
years of professional experience

Work History

Office Assistant

Tech Pros Distributors
Plainview, NY
04.2023 - Current
  • Completed and mailed contracts, invoices or checks.
  • Sorted and distributed incoming mail, dispersing to appropriate departments and personnel.
  • Answered phone calls and directed them to appropriate personnel.

Guest Relations

W Hotel
New York, NY
09.2012 - 11.2021
  • Handle all internal and external phone calls, guest and talent calls alike, log all calls in Empower/GXP, and act as a dispatch to facilitate guest requests, including wake-up calls, in-room dining, housekeeping, and maintenance.
  • Resolved customer complaints in a timely manner to maintain good relationships with guests.
  • Connected incoming calls quickly using multi-line telephone system to reduce hold times.
  • Handled typing and data entry duties to correct and update electronic telephone directories.
  • Monitored daily operations of the Guest Relations team, ensuring customer satisfaction goals were met.

Front Desk Receptionist

Westin Hotel
Detroit, MI
08.2007 - 06.2012
  • I greeted visitors entering the establishment.
  • Input customer data into reservation systems and updated to reflect room changes.
  • Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
  • Followed up with guests after their stay to ensure satisfaction with their experience at the hotel.
  • Assisted guests with special requests such as room upgrades or late checkouts.

Education

BBA - Business Management

Davenport University
Grand Rapids, MI
06-2012

Skills

  • Data entry
  • Microsoft Office
  • Excel spreadsheets
  • QuickBooks
  • Mail sorting
  • Telephone etiquette
  • Guest relations
  • Customer service
  • Communication skills
  • GXP (Guest Experience Platform for Hotels)
  • CRS (Central Reservation System for Hotels)

Languages

English
Native/ Bilingual
Bengali
Professional
Hindi
Limited
Urdu
Limited

References

References available upon request.

Timeline

Office Assistant

Tech Pros Distributors
04.2023 - Current

Guest Relations

W Hotel
09.2012 - 11.2021

Front Desk Receptionist

Westin Hotel
08.2007 - 06.2012

BBA - Business Management

Davenport University

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Lubna Lasker