MANDAR MAYEKAR
Mumbai,Maharashtra
Summary
Meticulous hospitality professional offering five years of experience in the guest service environment. Adaptable and energetic coupled with talents in guest communication and guest satisfaction. Continuously reviews work to identify areas of opportunity.
Overview
6
6
years of professional experience
Work History
Senior Guest Service Agent
MSC Cruises
Geneva, Switzerland
02.2023 - Current
- Supervise the shift assigned by checking that all the Guest Service Agents are in position and performing their assigned duties.
- Be the first point of reference for the shift in charge in case of issues which needs to be escalated to a supervisor.
- Trained new team members on proper customer service techniques and procedures.
- Managed customer complaints and rectified issues to complete satisfaction.
- Assisted guests in making reservations, including providing information on room availability and rates.
- Handled all guest complaints or inquiries in a professional manner.
- Verified accuracy of guest accounts upon check-in and check-out.
- Processed payments for guests' bills using cash registers and POS systems.
- Managed telephone switchboard operations, including answering calls and directing them appropriately.
- Maintained records of guest interactions, transactions, comments and complaints.
Guest Service Agent
MSC Cruises
Geneva, Switzerland
11.2021 - 02.2023
- Log all guests issue and address to the relevant department.
- Make sure that the follow up is made in a reasonable period of time to guarantee guests satisfactions.
- Answered inquiries about all the on board hotel amenities + ships itinerary and attractions.
- Responded to telephone calls from guests promptly and courteously.
- Provided information regarding room availability and rates to potential customers.
- Assisted in resolving customer complaints in a courteous and professional manner.
- Performed check-in, check-out procedures for arriving, departing guests according to established standards.
- Participated in training seminars related to on board hotel operation.
Bell Boy
MSC Cruises
Geneva, Switzerland
06.2018 - 10.2021
- Be in charge of the printing the material for the whole ship.
- Greeted and welcomed guests upon arrival; provided assistance with luggage.
- Assisted hotel guests in any way possible, including providing directions to local attractions, restaurants.
- Provided a high level of customer service by responding promptly and politely to requests for services or information.
- Monitored guest check-ins and checked out; assisted with room keys, registration cards.
- Delivered messages and packages between departments within the hotel as well as outside vendors and guests.
- Responded to guest concerns and requests and quickly handled issues.
- Delivered newspapers, mail, faxes, messages and check-out invoices to guest rooms.
Education
High School Diploma -
Kohinoor College of Hospitality Management
Mumbai06.2014
Bachelor of Science -
Wilson's College
Mumbai06.2012
Skills
- Problem solving
- Emergency Response
- Team Member Development
- Complaint Logging
- Service Improvements
- Guest Conflict Resolution
- Hospitality and Service Knowledge
Languages
Hindi
Native/ Bilingual
English
Full Professional
Italian
Limited
Spanish
Limited
Timeline
Senior Guest Service Agent
MSC Cruises
02.2023 - Current
Guest Service Agent
MSC Cruises
11.2021 - 02.2023
Bell Boy
MSC Cruises
06.2018 - 10.2021
High School Diploma -
Kohinoor College of Hospitality Management
Bachelor of Science -
Wilson's College