Shreya Fernandes
Panaji, Goa · +91 90000 00211 · [email protected]
Summary
Front office executive with 4 years of experience in 4-star resort hotels. Warm with guests, quick with problems, and skilled in reservation systems and upselling rooms and packages.
Experience
Front Office Executive, Sunset Bay Resort
Panaji · Oct 2022 to Present
- Handled check-in and check-out for 80 guests a day on a 120-room property with an average wait under 4 minutes.
- Raised room-upgrade revenue by 14% through polite upselling at check-in.
- Resolved 95% of guest complaints on the spot and escalated the rest within 15 minutes.
- Trained 5 new front desk staff on the property management system.
Guest Relations Associate, Palm Grove Hotel
Calangute · Jun 2020 to Sep 2022
- Managed 60+ reservations a week across phone, email and booking sites.
- Maintained a 4.7 out of 5 guest-service rating in online reviews.
- Coordinated with housekeeping and the kitchen to fulfil special requests for 200+ guests.
Education
BHM, Hotel Management, Goa College of Hospitality (2016 to 2020) · First class, 69%
Skills
Guest relations · Check-in and check-out · Property management systems (Opera) · Room upselling · Reservation handling · Complaint resolution · Cash and billing · Team coordination · English, Hindi and Konkani