VISHAL FONSECA
Nashville,TN
Summary
Personable and dedicated Customer Service Representative with extensive experience in Hospitality industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Front Desk Manager
Holiday Inn Express Hotel
Metropolis, IL
04.2023 - Current
- Greeted guests upon arrival and checked them in to their rooms.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Organized daily room assignments and ensured all necessary paperwork was completed accurately.
- Ensured the front desk area was clean and presentable at all times.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 3 front desk agents ensuring tasks were completed efficiently and effectively.
- Resolved customer complaints in a timely manner while maintaining a friendly attitude towards guests.
- Coordinated check-out processes including verifying room charges, collecting payment and issuing receipts.
- Developed systems for tracking customer preferences to improve customer satisfaction ratings.
- Maintained an up-to-date knowledge of hotel services, amenities and promotions.
- Promoted loyalty programs to encourage repeat business from customers.
- Processed employee time sheets, payroll information and other administrative documents.
- Created marketing strategies to increase brand awareness within the local community.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Managed customer complaints and rectified issues to complete satisfaction.
- Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.
- Managed guest check-in and check-out procedures, reservations and payments.
- Oversaw cash and credit card payment transactions at the front desk.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Replied to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed tasks and responsibilities for front office employees when the team was understaffed.
- Welcomed large volume of guests and improved overall customer service.
- Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Created and optimized employee schedules for shift coverage.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Developed lasting relationships with guests that built loyalty and drove hotel revenue.
- Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
- Anticipated guests' needs ahead of time and responded to requests efficiently.
- Showed off dining areas, pool, spa and fitness center to prospective and current guests.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
Night Auditor
Comfort Inn Hotel
Nashville, TN
05.2022 - 03.2023
- Greeted arriving guests and checked them in to their rooms.
- Processed guest check-outs, including payment processing and providing receipts.
- Monitored hotel occupancy, rate availability, and special requests or needs of guests.
- Responded to customer inquiries regarding hotel services, reservations, directions.
- Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
- Answered telephone calls from customers related to billing inquiries or complaints.
- Maintained a secure environment for the protection of guests' property and assets.
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Provided support to housekeeping staff by preparing keys for departing guests when requested.
- Reported any discrepancies immediately upon discovering them.
- Prepared detailed audit reports at the end of each shift.
- Received payments from customers via cash or credit cards.
- Performed routine maintenance tasks around the lobby area such as cleaning up spills or debris after hours.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Managed late check-ins and provided information on hotel amenities, including dining establishments, spa hours and room service.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Ran end-of-day computer functions and closed out reports, submitting details to [Job title] for review.
- Completed nightly updates to hotel rates and individual room charges.
- Documented wake-up requests and set up automatic calls in system.
- Maintained cleanliness of bathrooms, lobby and front desk.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Directed and trained new staff on procedures, service standards and productivity strategies and provided assistance and mentoring.
PHOTO MANAGER
OCEAN IMAGES INDIA LTD., CORDELIA CRUISES
10.2021 - 02.2022
- In charge of the Overall Operations of Photo Department Onboard
- Responsible for Team Handling, Training, Scheduling & Coaching the staff for quality and improvement of revenue
- Managing the Revenue Generation and Implementing Sales strategic plans
- Maintaining Inventory, Administration and payroll of the team.
PHOTO MANAGER/PHOTOGRAPHER
OCEAN IMAGES UK LTD., CRUISE SHIPS (MARELLA, FRED OLSEN, CELESTYAL & JALESH CRUISES)
06.2012 - 03.2020
- In charge of the Overall Operations of Photo Department Onboard
- Responsible for Team Handling, Training, Scheduling & Coaching the staff for quality and improvement of revenue
- Managing the Revenue Generation and Implementing Sales strategic plans
- Maintaining Inventory, Administration and payroll of the team.
SENIOR SALES EXECUTIVE
ING VYSYA BANK LTD, MUMBAI
11.2008 - 06.2012
- Opening of NRI & Savings Accounts
- Selling CASA, Insurance & Investment Products
- Responsible for preparing (MIS) Management Information System Reports
- Responsible for handling customer queries & maintaining customer relations
- Co-operates, co-ordinates and communicates with the departments as required.
Co-ordinator
HSBC (SYNERGY SERVICES LTD.), MUMBAI
02.2007 - 12.2007
- Preparation of Management Information System
- (MIS)
- Generating Leads for Personal Loans.
Education
DIPLOMA IN PHOTOGRPAHY -
NATIONAL INSTITUTE OF PHOTOGRAPHY, MUMBAI
05.2009
BACHELOR OF COMMERCE -
GONSALO GARCIA COLLEGE, MUMBAI
03.2007
Skills
- ADOBE PHOTOSHOP
- ADOBE LIGHTROOM
- FX HOME PHOTOKEY PRO
- FUJI PRINTERS
- MS Word
- MS Excel
- MS Outlook
- Room Assignments
- Documentation and Reporting
- Guest Check-In and Check-Out
- Daily Reporting
- Reservations Management
- Customer Service
- Delegating Work Assignments
- Operations Oversight
- Computer Reservations Systems
- Guest Amenities
- Hospitality Services
- System Updates
- Hotel Reservation Systems
- Team Building and Supervision
- Process Improvement
- Safety and Security Procedures
- Problem-Solving
- Promotions
- Maintenance Requests
- Guest Services
- Oral and Written Communications
- Front Desk Supplies Management
- Cash Handling
- Reservation Management
- Training and Mentoring
- Customer Service Expertise
- Customer Service Management
- Confirmations and Cancellations
- Problem-Solving Skills
- Staff Management
- POS System Operation
- Payment Processing
- Guest Relations
- Revenue Management
- Sales and Upselling
- Fluent in English
- Check-In and Check-Out Procedures
- Issue Resolution
- Hospitality Management
- Group Room Block Reservations
- Credit and Cash Payments
- Property Management Systems
- Administrative Skills
- Cash Handling Experience
- Listening Skills
- Staff Development
- Strategic Planning
- Word Processing
- Time Management
Accomplishments
ACCREDITED EMPLOYEE OF THE MONTH
Personal Information
- Place of Birth: VASAI
- Date of Birth: 08/12/86
- Gender: Male
- Nationality: INDIAN
- Marital Status: MARRIED
Languages
ENGLISH
Hobbies and Interests
PLAYING FOOTBALL, READING & LISTENING TO MUSIC
References
References available on request.
Timeline
Front Desk Manager
Holiday Inn Express Hotel
04.2023 - Current
Night Auditor
Comfort Inn Hotel
05.2022 - 03.2023
PHOTO MANAGER
OCEAN IMAGES INDIA LTD., CORDELIA CRUISES
10.2021 - 02.2022
PHOTO MANAGER/PHOTOGRAPHER
OCEAN IMAGES UK LTD., CRUISE SHIPS (MARELLA, FRED OLSEN, CELESTYAL & JALESH CRUISES)
06.2012 - 03.2020
SENIOR SALES EXECUTIVE
ING VYSYA BANK LTD, MUMBAI
11.2008 - 06.2012
Co-ordinator
HSBC (SYNERGY SERVICES LTD.), MUMBAI
02.2007 - 12.2007
DIPLOMA IN PHOTOGRPAHY -
NATIONAL INSTITUTE OF PHOTOGRAPHY, MUMBAI
BACHELOR OF COMMERCE -
GONSALO GARCIA COLLEGE, MUMBAI
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