Reshma Maya Ajay

Experience

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  BYJU'S

  Feb 2020 - Sept 2020

  Human Resources Associate
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  IDP Education Ltd

  Apr 2021 - Apr 2022

  Customer Care Executive
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  JW Marriott Gold Coast Resort & Spa

  Jun 2022 - Jun 2023

  Food And Beverage Attendant

  Successfully trained over 50 staff members in various aspects of food and beverage service, including customer interaction, order processing, and safety protocols, ensuring a skilled and knowledgeable team.Proficiently trained in Micros Oracle, a leading point-of-sale system, enabling efficient order management and accurate transaction processing.Received training in guest hosting and pivot techniques, enhancing the ability to provide exceptional hospitality and adapt to dynamic guest needs and preferences.Hosted events with up to 750 guests, demonstrating organisational prowess and ensuring smooth execution of food and beverage service to meet guest expectations and satisfaction. Show less

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  Hilton Surfers Paradise Hotel & Residences

  Jan 2023 - now

  Trained in seamless check-in and check-out process for guests, ensuring a positive first and last impression of their stay.Trained to manage the Guest Voice program, actively collecting and analysing guest feedback to identify areas for improvement and implement solutions to enhance overall guest satisfaction.Effectively handled guest complaints, demonstrating strong problem-solving skills and a commitment to resolving issues promptly and courteously.Trained to implement upselling strategies, resulting in increased revenue and improved guest experiences.Collaborated with other departments to ensure smooth communication and coordination, contributing to the overall success of the hotel's guest service operations.Achieved 10+ Hilton Honors enrollment, demonstrating a proactive approach to guest loyalty programs and contributing to the hotel's success in guest retention and satisfaction. Show less Orchestrated seamless coordination of the department, overseeing tour sales, arranging transfers, and facilitating the execution of complex guest requests with precision and efficiency.Spearheaded impeccable service recovery efforts, swiftly addressing guest concerns and ensuring resolution to maintain high levels of satisfaction and loyalty.Demonstrated deep knowledge of guest service methods and techniques, providing personalised assistance and recommendations to enhance guest experiences.Coordinated tour sales activities, leveraging expertise in local attractions and amenities to tailor recommendations and maximise guest enjoyment.Facilitated smooth transfer arrangements, coordinating logistics and ensuring timely transportation for guests to various destinations.Maintained meticulous records and documentation to track guest requests, ensuring accuracy and accountability in service delivery.Collaborated closely with other departments to ensure seamless guest experiences and optimise operational efficiency. Show less Proficiently trained in OnQ PM, Hilton Worldwide Holdings Inc. hospitality management software, enhancing efficiency and accuracy in front-office operations.Garnered 20+ recognitions and positive comments on TripAdvisor and Hilton Stay Score review site, highlighting consistently outstanding service and guest satisfaction.Achieved runner-up for Employee of the Month, reflecting dedication, professionalism, and contributions to team success.Acknowledged for exemplary service by the Director of Operations, showcasing a commitment to excellence and exceeding expectations.Led the redesign of the cocktail menu in the Executive Lounge, resulting in increased guest engagement and satisfaction.Led comprehensive training sessions for 10+ associates in the Executive Lounge, ensuring consistency in service standards and guest interactions.Provided hands-on guidance and support to new associates, fostering a positive learning environment and empowering team members to excel in their roles.Played a pivotal role in cultivating a cohesive and skilled team, contributing to the overall success and reputation of the Executive Lounge. Show less

  • Front Office Trainee

    Dec 2023 - now

  • Concierge Associate

    Nov 2023 - May 2024

  • Executive Lounge

    Jan 2023 - May 2024