Manisha Rokade
Assistant Guest Relations Manager @Marriott International
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WORK HISTORY
Assistant Guest Relations Manager @Marriott International
ABOUT MANISHA ROKADE
Managed POS operations using OPERA system, facilitating seamless financial transactions and ensuring guests departed with a memorable experience.Dedicated to delivering flawless, upscale, and personalized service, aiming to exceed guest expectations at every turn.Employed a meticulous approach to analyzing customer feedback, offering strategic insights to enhance the hotel\'s reputation on platforms such as TripAdvisor and Medallia.Spearheaded the process of reimbursing missing stays and loyalty points, demonstrating a commitment to guest satisfaction and loyalty.Orchestrated seamless communication between departments and guests, swiftly resolving issues and ensuring a swift service recovery process.Diligently monitored VIP arrivals, orchestrating an on-brand welcome experience, and meticulously managing team schedules to optimize efficiency.Acted as a mediator in resolving guest complaints and conflicts, while also cultivating a culture of excellence among staff through training and motivation.Instrumental in driving revenue growth by leveraging opportunities for room upsells and cross-selling hotel services, contributing to the hotel\'s financial success.Provided attentive assistance to guests, maintaining detailed records of arrivals and preferences to ensure personalized service delivery.Upheld strict grooming and hygiene standards, reflecting a commitment to maintaining the hotel\'s prestigious reputation.Extended warm welcomes to special guests and VIPs, offering comprehensive information about hotel amenities and promptly addressing any concerns.Proactively ensured compliance with health and quality standards, upholding the hotel\'s reputation for excellence in service delivery.Achievement Employee of the month - July 2016 at (Renaissance Mumbai)Runner up for the associate of the year 2016 (Renaissance Mumbai)Employee of the month - August 2018 (Sheraton Grand Doha)Employee of the month - May 2022 (Four Points by Sheraton Vashi)Employee of the Quarter (April - June 2023)(The St. Regis Mumbai)
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