Guest Relations Manager

1. Lakshmi K. Iyer Email Id: lakshmiiyer2519@gmail.com
Phone No: 9870826260
Objective: In quest of position to make the most of my skills and abilities that offers
professional growth while being ingenious and enterprising and flexible.
Educational Qualifications:
Examination Discipline School/College University/Board Year of
Passing
Marks
Obtained
SSC SSC St.Therese
Convent
High School
Maharashtra
State Board of
Secondary &
Higher Secondary
Education, Pune
March 2004 Second
Class
HSC HSC K.V.
Pendharkar
College
Maharashtra
State Board of
Secondary &
Higher Secondary
Education, Pune
Feb 2006 Pass Class
B.A Psychology K.V.
Pendharkar
College
University of
Mumbai
March 2009 Second
Class
MS-CIT MS-CIT Keerti
Computer
Institute
Maharashtra
State Board of
Technical
Education,
Mumbai
April 2008 First Class
MBA International
Master in
Business
Administration
and Tourism
Management
Kuoni Academy Fondazione
Campus Studi Del
Mediterraneo,
Lucca, Italy
Nov 2013 First Class
Summary of Experience :
* Currently working as Guest Relations Manager in a Four Star Hotel in Mumbai.
* Worked as a Guest Relations Executive in Altitude Lounge, Domestic Airport, Mumbai
from June 2012 till March 2015.
* Worked as a Documentation Executive in SpeedEx Freight Systems Pvt. Ltd., Navi
Mumbai from Jan 2010 till Jan 2011.

2. Experience:
April 2015 till date : Employed as Guest Relations Manager in Best
Western Hotel Sahil in Mumbai.
Roles and Responsibilities of GRM :  Paying keen attention in the lobby area
 Escorting VIP guests to their rooms
 Handling guest enquiry - nearest tourist attractions
or tourism in all over India
 Giving information regarding shopping spots
 Taking guest feedback regarding the stay and the
hotel as a whole
 Maintaining GIS or Guest Folios
 Supervising housekeeping staff for cleanliness
 Supervising maintenance staff for Electrical or
other maintenance related work
 Taking the round of property and rooms so that if
any unnoticed damage is left in can be rectified
 Rooms show around
 Sending Amenities to Privileged guests,
Honeymoon couples and guests celebrating
Birthdays etc.
 Handling irate guests and guests complaints in an
efficient and timely manner
 Multitasking and coordinating in a busy
environment
 Maintaining up-to-date information on current
promotions and offers
 Arranging pick up and drop for guests
 Giving courtesy calls and maintaining the records
for the same
June 2012 till March 2015 : Worked as a Guest Relations Executive in Altitude
Lounge, Domestic Airport, Mumbai.
Roles and Responsibilities of GRE :  Welcoming the guests in to the lounge
 Ensuring all the check-ins and check-outs are done
correctly
 Serving the guests food and beverages
 Paying keen attention to all the guests' arrival and
departure

3.  Keeping detailed and up-to-date information
regarding the arrival and departure of flights
 Providing excellent customer service as per lounge
and airport standards
 Providing information regarding the lounge,
airport, town attractions and activities
 Perform basic cashier activities as and when
required
 Handling guests without bias or prejudice
 Handling guest complaints and concerns in an
efficient and timely manner
 Collecting guest's feedback during guest
departure along with his/her likes and dislikes
 Maintaining up-to-date information on current
promotions and offers
 Multitasking and coordinating in a busy
environment
 Maintaining guests folios
 Coordinating with housekeeping for
maintenance and cleanliness
January 2010 to January 2011 : Worked as Documentation Executive with
M/s. SpeedEx Freight Systems Pvt. Ltd., Navi
Mumbai.
Roles and Responsibilities of
Documentation Executive
( Export Documentation )
:  Handling client queries and giving support in all
the ways possible
 Preparing bill of lading based on final load list
 Finalizing BOL once vessel is sailed
 Releasing BOL to clients based on load list from
the clients
 Print the manifest vessel wise and provide the
copy to accounts department
 Keeping record of files for export vessel/voyage
 Informing sales department for the pending
uncollected BL's so that they can follow-up with
clients
 Coordinating with clients to ensure best service
 Maintaining data in local software
 Updating Statistics report on inbound shipment
Achievements:

4.  Participated and won 2nd prize at college level for poetry writing.
 Coordinated the youth festival. Also made arrangements for speech and prize
distribution.
Technical Qualifications:
 Conversant with MS Word, Excel and Power Point.
 Knowledge of Photo Shop & Corel Draw.
Other Courses:
Diploma in Fashion Designing from Little Angels Training Institute, Dombivli.
Personal Details:
Date of Birth : 19th August 1988
Permanent Address : 404 Abhishek Co-op. Housing Society,
Ambika Nagar, M.G Road,
Dombivli (W), District Thane - 421202.
Marital Status : Unmarried
Languages Known : English, Marathi, Hindi,
Tamil, Malayalam & Punjabi.
Hobbies : Reading English Novels.
Place: Mumbai Lakshmi K. Iyer

5. Summary of role of Guests Relations Manager and main achievements :-
* Welcoming the guests in the lobby area by providing them welcome drinks.
* Escorting VIP Guests to the room and providing them complementary amenities -
cake, fruit basket and cookies.
* Providing complementary amenities to the guests on special occasions - birthday,
anniversary and honeymoon.
* Excellent communication skills.
* Maintaining discipline.
* Handling Travel Desk.
* Maintaining guest information system.
* Handling day to day correspondence.
* Taking round of the property for checking rooms, banquets and restaurants.
* Attending Weekly Department Head Meetings and resolving problems.
* Making registration of regular guests and giving them discount on food & beverage and
rooms.
* Coordinating with housekeeping team for cleanliness.
* Coordinating with engineering team for maintenance.
* Motivating subordinate staff.
* Multi-tasking in a busy environment.
* Guest satisfaction by providing excellent customer service as per the hotel standards.

6. Summary of role and main achievements of a Guests Relations Executive :-
* Welcoming the guests in to the lounge.
* Ensuring all check-ins and check-outs are done correctly.
* Serving the guests food and beverages
* Paying keen attention to all the guests' arrival and departure.
* Keeping detailed and up-to-date information regarding the arrival and departure of
flights.
* Providing excellent customer service as per lounge and airport standards.
* Providing information regarding the lounge, airport, town attractions and activities.
* Perform basic cashier activities as and when required.
* Handling guests without bias or prejudice.
* Handling guest complaints and concerns in an efficient and timely manner.
* Collecting guest's feedback during guest departure along with his/her likes and
dislikes.
* Maintaining up-to-date information on current promotions and offers.
* Multitasking and coordinating in a busy environment.
* Maintaining guests folios.
* Coordinating with housekeeping for maintenance and cleanliness.
* Altitude Lounge being in the Domestic Airport, high security & sensitive area, should
maintain the discipline and always be alert and be aware of the surroundings.
* Altitude Lounge is meant for holders of American Express Cards. So marketing was
done for encouraging new users for enrollment of American Express Cards.

7. Managerial position demands various responsibilities. Team work with cooperation of all
is essential in any field to create amicable atmosphere which in turn will allow co-
workers / subordinates to put in their efforts individually or collectively and grow with
the organisation. With my present experience and knowledge I will be able to perform
better. I may have an opportunity to meet intellectuals from different fields.
It is a pleasure to work with such an esteemed international organisation, wherein I will
have better exposure and my knowledge and skills will be enhanced. The name of the
organisation itself makes me feel proud to have an opportunity to work with.