Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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RINKU BASNET

RINKU BASNET

Hospitality professional
Imphal

Summary

A seasoned, diligent & resourceful professional with extensive experience in front office operations, guest relations, and team management. Recognized for exceptional customer service and operational efficiency, I am passionate about creating a positive guest experience and a collaborative work environment.

Overview

10
10
years of professional experience
5
5
years of post-secondary education
4
4
Languages

Work History

Customer Service Analyst

Oracle
10.2024 - Current
  • Handling complex Opera V5 and Opera cloud customer
    scenarios, documenting solutions, and effectively providing
    dependable and timely resolution to all product related
    technical issues experienced by customers.
  • Providing remote support delivery and performing problem
    cause analysis
  • Acting as a customer advocate by working directly with
    customers on high priority issues to deliver timely
    resolution and capture customer feedback to influence
    process/product improvements


Duty Manager

Radisson RED Chandigarh Mohali
05.2023 - 10.2024


  • Managing night audits, credit control, and room allocations while prioritizing guest preferences and upselling opportunities.
  • Set and communicated monthly targets, driving team performance to meet objectives.
  • Ensured personalized guest recognition, recorded feedback in the PMS, and managed guest complaints.
  • Acted as the second in command, supporting the Front Office Manager (FOM) in daily operations.
  • Training & Development of new associates, tracking training hours.


Front Office Executive

Kochi Marriott Hotel
12.2018 - 04.2021
  • Recorded guest preferences and feedback, sharing insights during arrival meetings to enhance guest satisfaction.
  • Led shift briefings to ensure team awareness of hotel activities and operational requirements.
  • Coordinating with various departments to ensure seamless service delivery and implementing hotel policies for operational efficiency.
  • Trained and developed new associates, tracking training hours and fostering a positive work environment.
  • Taking care of Rooms Controlling - Providing the guest with the rooms according to their preferences
    by checking their reservation and profile notes. Highlighting potential upsell.

Front Office Associate

Kochi Marriott Hotel
12.2015 - 11.2018
  • Managed the front desk activities and conducted daily Check-Ins and Check-Outs.
  • Marriott Bonvoy (Loyalty Program) services assistant - Make members to the guest and ensuring and focusing on the activation rate.
  • Took ownership of assignments with an open, cooperative, positive and team-oriented attitude.

Education

Diploma - Hospitality operation

Manipal City And Guilds
01.2014 - 01.2015

Bachelor - Tourism Studies

IGNOU University
01.2016 - 01.2020

Skills

  • Proficient in Opera Cloud
  • Proficient in Opera PMS
  • Strong team management and leadership
  • Skilled in room controlling and night audits
  • Excellent guest relations and customer service
  • Experience in training and developing new associates
  • Expertise in upselling and revenue generation

Accomplishments

  • Certified Departmental Trainer
  • Super Star Associate of The Month of August 2016 & September 2017
  • Check in and check out champion for the year 2017 &2018
  • Social media champion for the month of September 2017 & September 2019
  • Nominated twice as Manager of the quarter.

Timeline

Customer Service Analyst

Oracle
10.2024 - Current

Duty Manager

Radisson RED Chandigarh Mohali
05.2023 - 10.2024

Front Office Executive

Kochi Marriott Hotel
12.2018 - 04.2021

Bachelor - Tourism Studies

IGNOU University
01.2016 - 01.2020

Front Office Associate

Kochi Marriott Hotel
12.2015 - 11.2018

Diploma - Hospitality operation

Manipal City And Guilds
01.2014 - 01.2015

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RINKU BASNETHospitality professional