Prathima Appala
McKinney
Summary
Professional Summary
Guest Relations Manager with 5+ 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. Hardworking and diligent Guest Relations Executive adept at greeting guests, coordinating check-ins and setting up services. Adept at maintaining frequent and open contact with guests for optimal service.
Overview
7
7
years of professional experience
Work History
Guest Relations Executive
Paramount Airlines
03.2013 - 01.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted VIP Passengers to aboard the flight
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
Customer Service Manager
Le Meridien Hotel
09.2010 - 12.2012
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
Executive Administrative Assistant
TNQ Books And Journals
08.2008 - 08.2010
- Streamlined office operations by implementing efficient filing systems and managing executive calendars.
- Enhanced communication between departments through proactive coordination of meetings and events.
- Increased productivity with the implementation of digital tools for document management and collaboration.
- Organized travel arrangements, ensuring smooth transitions for executives during business trips.
- Managed budgets and expenses, maintaining financial records for accurate reporting and analysis.
- Scheduled appointments promptly, ensuring optimal use of executive time while minimizing conflicts or cancellations.
- Collaborated with cross-functional teams, expediting project completion times and enhancing overall efficiency.
- Assisted in event planning efforts, executing successful corporate functions that bolstered brand image and networking opportunities.
- Supported human resources initiatives by coordinating interviews and assisting with new hire orientations.
- Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
Education
MBA - Human Resources Management
Don Bosco University
India04.2016
Skills
- Retention Strategies
- Customer Service Expertise
- Service Quality
- Dynamic Communication Skills
- Guest Relations Management
- Employee Motivation
- New Hire Training
- Task Delegation
- Customer Relations
- Reservation Management
- Log Updates
- Event Support
- Customer Inquiries
- Guest Satisfaction
Additional Information
Career Hiatus
Had to Pause my career to focus on fulltime caregiving;Excited and energetic to return to work,Proactively Learned some technology skills like,Ms Office(Word,Outlook,Powerpoint,excel), earned a hands on experience with BI tools like Tableau, Power BI which could help to create visualize the reports. Learned well on remote communications like( skype,go to meeting,zoom). My career Gap was never a obstacle for my keen learning.
Languages
English
Full Professional
Telugu
Native or Bilingual
Hindi
Professional Working
Tamil
Professional Working
Timeline
Guest Relations Executive
Paramount Airlines
03.2013 - 01.2016
Customer Service Manager
Le Meridien Hotel
09.2010 - 12.2012
Executive Administrative Assistant
TNQ Books And Journals
08.2008 - 08.2010
MBA - Human Resources Management
Don Bosco University
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