Debadry Basak

Rooms Controller: (September 2024 to November 2024)

• knowledgeable of front office basic procedures, such as check-in, check-out, rooming, and telephone etiquette. Etiquette.
• Orchestrating the seamless flow of guest experiences. Meticulously manage room allocations, reservations, and guest requests with precision and attention to detail.
• Navigate a dynamic environment, balancing the needs of guests with the operational demands of the hotel.
• Ensures that rooms are assigned efficiently, taking into account guest preferences and special requirements.
• Be in control of the hotel inventory, recognizing when to open or close room types, and room rates.
• Flexibility to cover Front Desk shifts during peak business periods. Liaise between departments, coordinating housekeeping, maintenance, and front desk teams to deliver exceptional service.
• Uphold the hotel's standards of excellence, ensuring that each room is meticulously prepared to exceed guest expectations.
• Creates memorable experiences, leaving guests with lasting impressions of luxury and comfort.

Fulfilling the role of Learning Coach: (March 2023 to July 2024)

• Working along with the present manager to control food and beverage costs.
• Organizing a departmental meeting.
• Auditing team members.
• Planning for the festive season.
• Keeping track of office stationery inventory.
• Providing a comprehensive learning experience for new hires.
• Helping new hires in their journey of learning all about the Ritz-Carlton culture.
• Upholding the duty of being a role model whom they can follow.
• Identifying areas for improvement while training them.
• Maintaining Golden Standards.
• Processing guest check-ins and check-outs.
• Answering and processing guest calls, messages, and requests.
• Maintenance of liaison with other departments for smooth operations.
• Taking care of overall club lounge operations, such as food and beverage setup.
• Providing genuine care and exceptional customer satisfaction by arranging everything from arrival until departure, being the personal concierge.

• Served as the main point of contact for VIP guests, and kept hotel departments briefed on individual requirements.
• Directed staff to handle the needs of individual guests to resolve issues and generate positive customer experiences.
• I checked the documentation and corrected issues in a prompt fashion.
• Managed and improved customer service functions for the reception and lounge areas.
• Collaborated with outside departments to coordinate solutions, and retain guest satisfaction.
• Developed and implemented strategies to uphold the safety and security of guests.
• Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
• Enhanced response and resolution systems to meet changing demands.
• Monitored guest feedback, using it to improve service and departmental operations.
• Streamlined check-in process to decrease wait times, and increase customer satisfaction.
• Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
• Maintained consistent, positive customer feedback.
• Greeted guests upon arrival, and offered assistance.
• Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

• Responded to customer inquiries with patience and positivity to establish an excellent first impression.
• Directed incoming calls to internal personnel and departments, routing them to the best-qualified department.
• Trained and mentored new PBX operations employees.
• Created and maintained the company phone directory with current extensions and staff information.
• Maintained accurate records of calls placed and received.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Resolved customer issues and complaints promptly and politely, upholding satisfaction.
• Solved customer inquiries regarding products, orders, and account balances quickly to meet service targets.
• Followed up on customer inquiries to confirm that issues were adequately addressed.
• Connected callers with the appropriate professional, department, or business.
• Processed customer payments for timely, accurate order fulfillment.
• Maintained detailed customer call and inquiry logs for performance monitoring.
• Collected and verified telephone numbers, addresses, and proper spelling of names.
• Operated the switchboard and routed incoming calls to the appropriate departments.
• Assisted colleagues with achieving task requirements, aiding team productivity, and performance.

• Answered a multi-line telephone system to aid guests, direct callers, and take messages.
• Typed up professional business correspondence, reports, and other documents.
• Distributed promotional items, and coordinated special guest engagement events.
• Anticipated and attentively handled guests' needs or concerns.
• Engaged guests through upbeat conversation and personalized service.
• Coordinated schedules and set appointments for guests and staff.
• Advised guests about on-property and off-site amenities best suiting needs.
• Contacted previous guests and potential visitors via email with information on events and the hotel to build a clientele base.
• Assisted guests with a variety of services and local attraction information.
• Responded to guest inquiries to maximize guest satisfaction.
• Maintained a high level of professionalism and discretion when dealing with guests.
• Scheduled and confirmed restaurant reservations for guests.
• Assisted with luggage handling, valet services, and concierge services.
• Managed check-in and check-out procedures for guests.
• Created a welcoming and comfortable environment for guests.
• Facilitated and coordinated transportation services for guests.
• Worked closely with guests, some VIPs or celebrities, with a high degree of respect for privacy.
• Upheld hotel policies and procedures by providing a high level of customer service.

• Cultivated positive relationships with vendors to deliver timely, cost-effective supply of services and materials.
• Created and managed project plans, timelines, and budgets.
• Observed packing operations to verify conformance to specifications.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.