SHRADDHA SHUKLA

Lead daily front office operations, ensuring seamless guest arrivals, departures, and stay experiences. • Manage guest satisfaction, service recovery, and escalation handling for VIP, corporate, and long-stay guests. • Established strong relationships with senior executives, CXOs, industry leaders, diplomats, and repeat guests, resulting in increased loyalty and retention. Coordinate with Sales, Reservations, Housekeeping, Food & Beverage, and Concierge teams to deliver personalized experiences. Executed upselling initiatives and guest engagement programs, contributing to room revenue enhancement. Mentor, train, and supervise front office associates while maintaining IHCL service standards. • Monitor occupancy, arrival forecasts, guest feedback, and operational performance metrics. • Handle key accounts, special requests, and high-profile guest visits with discretion and professionalism.

• Conducted training sessions for new employees on hotel policies and customer service procedures. on hotel policies, procedures, and customer service excellence.
• Assisted in managing daily hotel operations to ensure exceptional guest experiences.
• Coordinated staff schedules and training programs to enhance team performance.
• Developed and implemented standard operating procedures to improve operational efficiency.

• Provide tailored guest experiences that guarantee smooth stays, and uphold high satisfaction levels.
• Collaborated with departments (Housekeeping, Food & Beverage, Front Office) to fulfill VIP and returning guests' preferences.
• Address guest feedback and promptly resolve service issues to foster greater guest loyalty.
• Created unique experiences and celebrations that encouraged positive online reviews and repeat visits.
• Anticipate guest preferences and incorporate thoughtful details that strengthen emotional connections and brand loyalty.
• Cultivate strong guest relationships through consistent follow-ups, personalized communication, and meticulous attention to detail.
• Cultivated strong guest relationships through personalized follow-ups, and meticulous attention to detail.
• Design personalized celebration experiences for guests, such as anniversaries, birthdays, and other special milestones, ensuring each moment is memorable and heartfelt.

• Gained hands-on exposure in the Front Office, Guest Relations, Operator, and Reservations departments.
• Managed smooth and efficient guest check-in and check-out processes.
• Operated Opera PMS with basic functional knowledge.
• Handled day shift operations, addressing guest queries and service requests promptly.
• Worked in alignment with GRI and GSS standards to enhance guest satisfaction scores.
• Managed telephone communication, room bookings, and reservations through MMT and Goibibo platforms.
• Applied upselling techniques while ensuring professional guest handling.
• Greeted and assisted guests, consistently delivering service excellence and brand standards.