Rachana Patel
Summary
Dynamic and results-driven Customer Relationship Manager with nearly 10 years of progressive experience in the hospitality sector. Proven track record in building and maintaining strong client relationships, enhancing customer satisfaction, and driving revenue through strategic upselling and service optimization. Skilled in team leadership, front office operations, and cross-functional collaboration to deliver exceptional guest experiences. Adept at implementing customer engagement strategies that improve retention and foster long-term partnerships. Recognized for strong communication, problem-solving, and a hands-on leadership approach that supports business growth and operational excellence.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Sr. Customer Relationship Manager
The Paradise Club and Hospitality
12.2021 - Current
- Serve as the primary point of contact for assigned clients, maintaining strong relationships and ensuring high levels of customer satisfaction.
- Identify upsell and cross-sell opportunities to drive revenue growth while meeting clients' evolving needs.
- Collaborate with sales, marketing, and operational teams to ensure consistent, top-tier service delivery.
- Address and resolve client issues or complaints in a timely and professional manner, ensuring positive outcomes.
- Monitor client satisfaction metrics and design programs to address any concerns or gaps in service.
- Conduct regular client meetings and reviews to assess satisfaction, gather feedback, and make recommendations for improvement.
- Prepare and present client reports, forecasts, and business updates to senior management.
- Develop and maintain a deep understanding of the company's products and services to provide expert guidance to clients.
- Maintain accurate and up-to-date records of client interactions, contracts, and transactions.
Customer Relationship Manager
Madhubhan Resort and SPA
01.2019 - 11.2021
- Measure and monitor ongoing customer satisfaction and identify and deliver programs to increase satisfaction when necessary.
- Actively Promote and sell all resort-provided facilities to leisure guests and group activities.
- Leading the front office team to deliver exceptional customer service.
- Managing the front desk staff and resolving guest complaints
- Maintaining accurate records and reports for current guests and future guests
Front Desk
Madhubhan Resort and SPA
05.2016 - 01.2019
- Organize, confirm and process guest check-ins/check-outs and adapt according to changes
- Secure payments by verifying and adjusting billing as necessary
- Make daily reports and review everything that needs to be communicated to the next shift staff
- Complete cashier and closing reports and count cash at the end of each shift accurately
- Accept and record guest wake-up calls and report them to the correct department
- Report emergencies, lost items, or theft to authorities or appropriate security personnel
Education
Master of Business Administration (MBA) - HRM
Sardar Patel University
04.2016
Master of Science - Hospitality Management
Sardar Patel University
04.2012
Skills
- Microsoft 365
- My Partner by MMT
- Custom ERP
- Tally- Accounting
- Upselling strategies
- Customer segmentation
- CRM software proficiency
- Client onboarding
- Team building
Certification
- CSP - Certified Sales Professional
- CPSP - Certified Professional Sales Person
Languages
English
Full Professional
Hindi
Full Professional
Gujarati
Native or Bilingual
Timeline
Sr. Customer Relationship Manager
The Paradise Club and Hospitality
12.2021 - Current
Customer Relationship Manager
Madhubhan Resort and SPA
01.2019 - 11.2021
Front Desk
Madhubhan Resort and SPA
05.2016 - 01.2019
Master of Business Administration (MBA) - HRM
Sardar Patel University
Master of Science - Hospitality Management
Sardar Patel University
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