Puja Shah
Sunnyvale
Summary
Dynamic leader with proven expertise in operations management and customer engagement, accomplished with top most number of guest reviews and feedbacks in yelp and goggle.
Excelled in team management and inventory control, boosting revenue and enhancing guest satisfaction through strategic improvements and staff training. Skilled in conflict resolution and POS system operation, driving operational excellence and superior service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Manager
Curry Gate
04.2023 - Current
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
Front Office Executive
Soaltee Crowne Plaza
09.2018 - 03.2022
- Maintained strict compliance with security protocols while managing sensitive guest information confidentially and securely.
- Conducting Briefing
- Amending or Modifying Reservations as per needed
- Provided exceptional customer service, resolving issues promptly and effectively for satisfied guests.
- Generated revenue by upselling room upgrades, amenities, and services when applicable to guests'' needs.
- Handled cash transactions accurately, ensuring proper accounting for daily financial reports.
- Collaborated with other departments to coordinate events, meetings, and conferences for successful outcomes.
- Participated in regular staff meetings to discuss best practices and address any areas needing improvement within the front office team.
- Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
Cluster Reservation Agent
Hilton Ras Al Khaimah Resort & Spa
04.2016 - 09.2016
- Answered incoming calls with companies standard policies with building rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Worked closely with front desk to achieve full occupancy of property.
- Provided customers with information about availability and pricing.
Front Desk Agent
Hyatt Regency Kathmandu
11.2011 - 03.2014
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Guest Registration and Check in process,
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Education
MBA - Global Leadership & Management
School of Management Tribhuwan University
Kirtipur 03.2021
BBA - Hotel Management
Silver Mountain School of Hotel Managmenet
Lainchor Kathmandu03.2009
Skills
- Team Management
- Inventory control and record keeping
- Customer Engagement
- Staff Management
- Operations Management
- Point of Sale (POS) system operation
- Proficient in Opera, Teams, Zoom, ONQ, Excel
- Marketing knowledge
- Conflict resolution techniques
Certification
- Serve Safe : 03/13/24-03/13/25
Serve Safe
Food Protection Manager certification, improves trust in business and enhance credibility. Safe food handling is essential to reducing the risk of liability.
Timeline
Front Manager
Curry Gate
04.2023 - Current
Front Office Executive
Soaltee Crowne Plaza
09.2018 - 03.2022
Cluster Reservation Agent
Hilton Ras Al Khaimah Resort & Spa
04.2016 - 09.2016
Front Desk Agent
Hyatt Regency Kathmandu
11.2011 - 03.2014
MBA - Global Leadership & Management
School of Management Tribhuwan University
BBA - Hotel Management
Silver Mountain School of Hotel Managmenet
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