MANSI SHETH
Auckland
Summary
Motivated, versatile, and achievement-driven expert with a solid track record in central reservations operations. Passionate to boost brand recognition, enhance customer interaction, collaborate on impactful marketing initiatives, and spearhead social media endeavors. Proficient in multitasking and excelling in dynamic settings, both independently and collaboratively. Enthusiastic about making meaningful contributions to pioneering ventures and propelling company expansion.
Overview
6
6
years of professional experience
Work History
CENTRAL RESERVATIONS AGENT
Hind Management, Sudima Hotels Group
01.2023 - Current
- Managed high volume of reservations and inquiries covering for 7 Sudima Hotels with focus on efficient customer service including group and FIT requests, showcasing adaptability in meeting diverse guest needs
- Proactively organized time and tasks prioritization for managing calls email flow to over 100 responses daily.
- Achieved highest sign-up rates within 1 month of launch of Mysudima loyalty program through targeted promotions and personalized interactions
- Collaborated with the Digital Marketing Manager on various marketing assignments, contributing to the success of campaigns
- Led the social media team, planning and executing the social media calendar to enhance brand visibility
- Spearheaded the setup, scheduling, and management of Sudima Hotels' TikTok account, driving engagement and brand presence.
Frontline & social media host
Ohtel, Village Accommodation group
03.2021 - 12.2022
- Implementing social media strategies to create brand awareness, generate more traffic and monitoring results of social media activities
- Planning and strategizing social media calendar for multiple hotels of Village Accommodation group, including designing and curating ideas using marketing tools
- Exhibiting and maintaining high standard service in 5-star property in approachable manner, achieving personal positive feedback from guests
- Maintained high customer availability, proactive approach in building customer relations and following up with feedback for driving growth and customer retention
Guest Service Host
Skyline Enterprises Queenstown
08.2020 - 02.2021
- Handling guests' requirements, giving best deals as well as upselling activities by 10-20% daily
- Keeping updated of latest information in conjunction with reservations and gondola team and managing flow of people for smooth operation
- Booked activities on-site, helping customer through and in relevance to reservations from Resdiary Software.
- Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information about hotel amenities and services.
Receptionist
Millennium Hotels & Resorts
06.2019 - 06.2020
- Using Opera Software, managed reception shift duties of 220-room hotel from check-ins, cashiering to solving queries, of over 50 to 150 guests including groups from different nationalities, helping to overcome language barriers
- Enabling positive, friendly, and courteous guest interaction for lasting impression, using RTBS software to book activities out of the guests' plan to generate more revenue
- Communicated with other departments regarding breakfast bookings, getting rooms ready and passing relevant information.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Food and Beverage Attendant
Millennium Hotels & Resorts
04.2018 - 06.2019
- Understanding the guests' requirements in the food and beverage service, creating friendly communication with professionalism for a memorable experience and ensuring efficient service delivery
- Working on stipulated time frame for conference - consisting of setting up tables, arranging food and beverages according to the requirements, maintaining communication with the organizers
- Maintaining standardized food and beverage service, with a positive and welcoming attitude; Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
Education
Graduate Diploma - Tourism and Hospitality Management
Queenstown Resort College
Queenstown, New Zealand03.2019
Bachelor of Business Administration -
Maharaja Sayajirao University
Vadodara, Gujarat03.2015
Skills
- Google certificate for Fundamentals of Digital Marketing
- Campaign planning , scheduling and development
- Marketing Strategies
- Content creation and editing using tools like Canva
- Instagram, Tiktok and Facebook content skills
- Reservation software expertise
- Conflict resolution
- Customer Engagement & Upselling Strategies
- Phone and email etiquette
- Team collaboration
- Time management
- Organizational skills
- Attention to detail
- Task prioritization
- Decision-making
Personal Information
Visa Status: NZ Resident
Timeline
CENTRAL RESERVATIONS AGENT
Hind Management, Sudima Hotels Group
01.2023 - Current
Frontline & social media host
Ohtel, Village Accommodation group
03.2021 - 12.2022
Guest Service Host
Skyline Enterprises Queenstown
08.2020 - 02.2021
Receptionist
Millennium Hotels & Resorts
06.2019 - 06.2020
Food and Beverage Attendant
Millennium Hotels & Resorts
04.2018 - 06.2019
Graduate Diploma - Tourism and Hospitality Management
Queenstown Resort College
Bachelor of Business Administration -
Maharaja Sayajirao University
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