Ronnie Rabbi
Woodside,NY
Summary
Dynamic Guest Service Representative with extensive experience at Sheraton New York Times Square Hotel, excelling in reservation management and guest relations. Proven ability to enhance guest experiences through exceptional service and effective problem-solving. Recognized for maintaining high service standards and fostering team collaboration to ensure guest satisfaction.
Overview
20
20
years of professional experience
Work History
Guest Service Representative
Sheraton New York Times Square Hotel
New York, NY
09.2005 - Current
- Resolved guest inquiries and complaints promptly to ensure satisfaction.
- Welcomed guests with a friendly demeanor and provided exceptional service.
- Assisted guests with check-ins and check-outs efficiently and accurately.
- Coordinated with housekeeping to maintain room readiness for arrivals.
- Managed reservation systems to ensure accurate booking information.
- Provided local area information and recommendations to enhance guest experiences.
- Collaborated with team members to uphold high service standards daily.
- Resolved guest complaints in a professional manner.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Handled customer complaints professionally and efficiently.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Greeted walk-in and phone guests, determining interests and needs.
- Provided assistance to guests throughout their stay.
- Answered incoming calls from guests seeking reservations or general information.
- Assisted guests with check-ins and check-outs in a timely manner.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Provided guidance to new team members on how to perform tasks correctly.
- Responded promptly to inquiries regarding availability of rooms and rates.
- Verified reservations by phone or in person.
- Tracked inventory levels of supplies needed for front desk operations.
- Processed payments for room charges, taxes, and other incidentals as required.
- Ensured compliance with hotel policies and procedures.
- Organized special requests such as wake up calls, extra pillows, cribs.
- Coordinated transportation arrangements for guests as needed.
- Inspected guest rooms prior to check-in to ensure they met quality standards.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Built and maintained productive relationships with employees.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Made reservations for spa treatments, restaurants and golf tee times.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
Education
High School Diploma -
Long Island City High School
Queens, NY06-2005
Skills
- Reservation management
- Guest experience enhancement
- Check-in/check-out procedures
- Front desk operations
- Local area knowledge
- Team collaboration
- Problem solving
- Attention to detail
- Customer service
- Data entry
- Concierge support
- Data inputting
- Complaint handling
- Verbal and written communication
- Issue resolution
- Reservation processing
- Guest relations
- Check-in coordination
- Event information management
- Cash handling experience
- Services and amenities promotion
- Room charging
- Guest accommodations
- Reservation management system
- Public relations
- Amenities information
- Transportation coordination
- Celebrity guest support
- Payment processing
Affiliations
Travelling, Music, Movies, Concerts, Sports and Reading.
Accomplishments
Clinton award for excellence from the Clinton Global Initiative.
Languages
English
Professional
Bengali
Professional
Hindi
Professional
Urdu
Professional
Timeline
Guest Service Representative
Sheraton New York Times Square Hotel
09.2005 - Current
High School Diploma -
Long Island City High School