Jessy Dsouza

Experienced hospitality professional with over four years of experience in luxury and branded hotel environments, specializing in front office operations, guest relations, reservations support, and customer service. Skilled in handling guest enquiries, managing bookings, coordinating with internal departments, and delivering exceptional guest experiences. Strong knowledge of Opera PMS, hotel procedures, and administrative processes.

Recognized for professionalism, attention to detail, problem-solving abilities, and building positive relationships with guests and colleagues.

Front Office Host - Hyatt Place London Heathrow Airport

(2025-01)

Manage daily front office operations while delivering exceptional customer service to guests from arrival through departure.

• Handle guest enquiries via telephone, email, and in person, providing accurate information regarding room availability, rates, hotel facilities, and local attractions.
• Process check-ins and check-outs efficiently while ensuring all guest information is accurately recorded in Opera PMS.
• Assist guests with room reservations, modifications, extensions, cancellations, and special requests.
• Coordinate closely with reservations, housekeeping, maintenance, and food & beverage departments to ensure a seamless guest experience.
• Monitor room availability and occupancy levels, assisting with room allocation and inventory management.
• Resolve guest concerns and complaints professionally, achieving positive outcomes and maintaining guest satisfaction.
• Promote hotel services and upsell room categories and additional services whenever appropriate.
• Ensure accurate billing, payment processing, and account reconciliation.
• Maintain compliance with Hyatt brand standards, security procedures, and data protection policies.

Guest Relations Executive - Sofitel London Heathrow

(2022-11 - 2024-11)

• Delivered personalised service to VIP, loyalty programme, and long-stay guests, ensuring all preferences and special requests were fulfilled.
• Assisted guests with reservation enquiries, amendments, room upgrades, and accommodation-related requests.
• Liaised regularly with the reservations, front office, housekeeping, and concierge teams to ensure smooth guest journeys.
• Managed guest feedback and complaints, conducting follow-ups to ensure timely resolution and service recovery.
• Maintained accurate guest profiles and reservation records within Opera PMS.
• Supported room allocation planning by identifying guest requirements and coordinating suitable room assignments.
• Handled high volumes of telephone and email correspondence while maintaining excellent service standards.
• Assisted with group arrivals, corporate bookings, and special event accommodation requirements.
• Promoted hotel facilities, dining outlets, and upgrade opportunities to maximise revenue generation.
• Consistently achieved high guest satisfaction scores through proactive service and attention to detail.

Switchboard Operator - Sofitel London Heathrow

(2022-06 - 2022-10)

Managed a busy hotel switchboard, handling inbound and outbound calls efficiently and professionally.

• Responded to reservation enquiries, transferred calls to relevant departments, and provided information regarding room availability and hotel services.
• Assisted guests with booking confirmations, amendments, and cancellation requests.
• Recorded accurate guest information and updated reservation details within internal systems.
• Monitored and dispatched guest requests to appropriate departments promptly.
• Supported front office and reservations teams during peak occupancy periods.
• Delivered excellent customer service while maintaining professionalism under pressure.

B.Ed. - Nirmala Institute of Education (2013)

M.A. - History - Goa University (2012)

B.A. - Dempo College of Arts & Science (2009)