1. SSaauurraabbhh PPrraassaadd GGuuppttaa
Permanent Address: B – 4/27, U.C.I.L Colony Turamdih
P.O+P.S :- Sundernagar, Jamshedpur (Jharkhand)
Present Address: 101 Mountain View Road, Whitefield – 03598, USA.
Mobile: US +1-(603)-991-0719 , INDIA +91-9031305586 ~ E-Mail: guptasrv54@gmail.com
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CAREER CONSPECTUS
A professional with Two year and four months of experience in Front Office Operations. Presently
associated with Mountain View Grand Resort and Spa, NH (USA) (One of the Historic Hotels of
America) as a Guest Relations Agent and Reservation Advocate, a 144 rooms 5 star resort hotel. Worked
with The Westin Hyderabad Mindspace, Hyderabad as a Guest Service Agent, a 427 room 5 star deluxe
hotel. Adept at handling day to day front office & the Club Lounge operations in co-ordination with
internal / external guests for smooth hotel operations. Competent in assessing and implementing effective
guest relations with an aim to continuously improvetheguest experience and consequently guest loyalty,
repeat and referral business. Excellent communication, coordination, training a with strong problem
solving abilities. Capable of operating both independently and with a team to manage hotel affairs and
situations.
CORE COMPETENCIES
Front Office Operations
 To manage the operations of the front office department by ensuring product quality standards are
met and optimum service is provided to all hotel guests according to the hotel’s business objectives.
 Assist the Duty Manager and Managers in managing the hotel operations, facilitating and
coordinating the activities of the shift and sections of the desk for smooth and efficient flow in all
transactions geared towards individual guest satisfaction.
 Monitor the new Guest service/relations agents to ensure guests receive prompt,cordial attention and
personal recognition.
 Reviewing theprocedure and standards and modifying the same so as to ensure customer satisfaction
and smooth operations.
 Managing the reservations and welcome and farewell operations. Ensures up selling of rooms and
reviews future reservations / occupancy to maximize room yield.
 Interacting with guests, managing group arrivals so as to increase the business by forming cordial
relations with guests.

2.  Preparingand maintainingrelevant documents such as Long Stay & VIP In house reports on a weekly
basis.
 Meeting the guests and take their feedbacks and tracking down complaint and analyzing the same to
identify the reasons and coming up with permanent counter measure so that the guest is not
inconvenienced again.
 Ensuring staff satisfaction and co-ordination amongst staff is maintained at the highest level.
 Coordinating with other departments so as to ensure smooth operations.
 Deals with emergencies. Ensures the highest level of safety and security to all external and internal
customers.
 Managing customer service operations for rendering and achieving quality services; providing
effective customer support by answering queries & resolving their issues.
 Engaging with guests in the hotel and addressing their queries & assisting them with their
requirements.
 Strategizing policies & procedures in the operating systems to achieve greater customer delight.
CAREER CONTOUR
Since November 14th 2015-to present, with The Mountain View Grand Resort and Spa, NH (USA).
And January 06th 2014 – August 27th 2015 , with The Westin Hyderabad Mindspace, Hyderabad.
 Managing daily front office operations and receiving internal and external calls.
 Making sure by checking the reservation details the present day and next day arrivals are set.
 Checking the traces if there is any amenities to be delivered to the rooms for the guest arriving.
 Check to make sure what are the AAA rooms available and in as per the standard for the audit.
 Make the activities sheet on daily basis, as well inform every guest about the specials going on for
them in the property.
 Overlooking functioning of other departments such as Service Express and Concierge so as to ensure
the hotel runs smoothly.
 Ensuring guest satisfaction, blocking of rooms and monitoring VIP movements.
 Ensuring that the In-car check in folder is made and delivered to concierge at least before 2hours of
guest’s arrival at the airport.
 Entertaining the guests and collecting feedback.
 Provide training to the staff as per the training calendar.
 Tracking and ensuring that the department is on line with the company specified performance
indicators.
 Addressing the grievances of staff and guiding them to ensure staff satisfaction is always high.
 Divide tasks to associates,assign workstations,check foreign exchange rate,follow ups with
housekeeping regardingrooms, check in Group Master Folio and verify posting, tally EDC report
with theOpera generated report weresome of my basic duties as a Guest Service Agent.
 Ensure SPG enrollments and UNICEF Contribution and Instant Awards.
 Monitoring and blocking of SPG guests and VIP guests.
 Ensuring the staff adheres to theprescribed grooming and hygiene standards
 Liaising with other departments to ensure smooth hotel operations.

3. Major Attainment
 Highest SPG enroller for the hotel.
 Highest UNICEF contributor for theyear 2014.
 Got enrolled for Starwood Career Track for thenext level.
 Got NAVIS University degree for Reservation property management system.
 Successful in increasingthe room revenue of the hotel by personally leading the Upsell process.
 Was a part of the team which introduced in-car check in of repeat and VIP guests.
 Was a part of the team which introduced Express check – out for the in-house guests.
PREVIOUS ASSIGNMENTS
14th November 2015 – to present with Mountain View Grand Resort and Spa, NH. (USA) Guest Relation
Agent.
6th January 2014 – to 27th August 2015 with The Westin Hyderabad Mindspace, Hyderabad Guest
Service Agent.
1st June 2013 – 2nd October 2013 at ITC Fortune Resort , Mussoorie Industrial Trainee
ACADEMIA
B. Sc. (Hotel Management) from Heritage InstituteOf Hotel and Tourism, Agra. 2013
(N.O.I.S)from St. Queens Mary Public School,Agra. 12th Standard 2010
(I.C.S.E)from Ramakrishna Vivekanand Sharda Vidyapith, 10th Standard 2008
Knowledge Of Hospitality Related Software
Opera 2 Year, 5 Months
Micros 7 Months
Open Table 7 Months
Asana 7 Months
Spa Booker ( Business Management Software) 7 Months
PERSONAL DETAILS
Date of Birth 1st November 1992
Linguistic Abilities English, Hindi
Marital Status Single