SALONI KHANDURI
A/3, 77H, LIG FLATS, MAYUR VIHAR PHASE III
Summary
Dynamic and results-driven professional with extensive experience at The Lalit, excelling in guest relations and complaint handling. Proven track record in enhancing customer satisfaction through exceptional communication and strong leadership. Skilled in documentation and reporting, with a focus on streamlining processes to improve efficiency and service quality.
Overview
11
11
years of professional experience
Work History
Assistant Guest Relations Manager
The Lalit
04.2024 - 07.2025
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Greeted guests upon arrival and offered assistance.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Implemented successful strategies to increase customer satisfaction.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Front Office Executive
The Lalit
12.2022 - 03.2024
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Managed filing system, entered data and completed other clerical tasks.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Assisted coworkers and staff members with special tasks on daily basis.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Front Office Supervisor
Crowne Plaza
12.2021 - 12.2022
- Coached employees through day-to-day work and complex problems.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Created, prepared, and delivered reports to various departments.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Monitored front areas so that questions could be promptly addressed.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Trained team members on new hotel services and products to support promotional efforts.
Senior Guest Service Associate
The Lalit
07.2018 - 12.2021
- Contacted housekeeping staff when guests vacated rooms for upkeep or cleaning.
- Managed and double-checked current and projected occupancy statistics.
- Built long-term relationships with guests to guarantee return.
- Received and distributed incoming mail to hotel departments and guests and handled outgoing mail.
- Maintained accurate and up-to-date records of guest information.
- Assisted guests with variety of services and local attraction information.
- Managed check-in and check-out procedures for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Responded to guest inquiries to maximize guest satisfaction.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Greeted guests upon arrival by providing warm welcome.
- Upheld hotel policies and procedures by providing high level of customer service.
- Scheduled and confirmed restaurant reservations for guests.
Guest Service Associate
The Lalit
09.2014 - 07.2018
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
- Walked through properties to maximize guest safety and clear areas of trash and debris.
- Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Facilitated and coordinated transportation services for guests.
- Provided accurate information regarding local attractions, restaurants and activities.
- Maintained accurate and up-to-date records of guest information.
- Managed check-in and check-out procedures for guests.
- Scheduled and confirmed restaurant reservations for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Maintained high level of professionalism and discretion when dealing with guests.
Education
Bachelor of Arts -
Delhi University
Delhi01-2017
Diploma - Hotel & Catering Management
YMCA
Delhi01-2014
Intermediate (Stream Arts) -
CBSE Board
Delhi01-2012
High School -
CBSE Board
Delhi01-2010
Skills
- PMS Opera
- PMS Opera Cloud
- Exceptional communication
- Strong leadership
- Complaint handling
- Guest relations
- Documentation and reporting
- Team management
Accomplishments
Best Employee of the Month
Manager of the Month
Personal Details
- Father's Name : Lt. Mr. Dhruv Chhetri
- Date of Birth : 23rd Nov 1993
- Nationality : Indian
- Marital Status : Married
Languages
English
Hindi
Honors & Awards
Best Employee of the Month in 2016
Manager of the Month in 2018
Timeline
Assistant Guest Relations Manager
The Lalit
04.2024 - 07.2025
Front Office Executive
The Lalit
12.2022 - 03.2024
Front Office Supervisor
Crowne Plaza
12.2021 - 12.2022
Senior Guest Service Associate
The Lalit
07.2018 - 12.2021
Guest Service Associate
The Lalit
09.2014 - 07.2018
Bachelor of Arts -
Delhi University
Diploma - Hotel & Catering Management
YMCA
Intermediate (Stream Arts) -
CBSE Board
High School -
CBSE Board
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