Ashwathi A M

Dedicated hospitality professional with hands-on experience in guest services, front office operations, and event coordination. Skilled in handling guest relations, upselling, and complaint resolution while ensuring seamless operations and exceptional guest satisfaction. Proficient in leading teams, managing property management systems, and delivering service excellence in fast-paced luxury hospitality environments.

Guest Experience Expert – Front Office at AYS (At Your Service) Kochi Marriott Hotel (2024-11 – Present)

• Handle guest communications via calls and messages with prompt, courteous service.
• Manage guest profiles, service requests, and room status using OPERA PMS and GXP.
• Coordinate and track food & beverage orders, ensuring timely delivery.
• Prepare detailed shift and daily reports for cross-departmental use.
• Collaborate with multiple departments to resolve issues, ensuring a seamless guest experience.

Guest Relations Executive – Hostess & Events Operations at Longboat Brewing Co. (2023-10 – 2024-07)

• Supervised a team of hostesses, delegating responsibilities and monitoring performance.
• Coordinated buffet operations, private parties, and special events, ensuring flawless execution.
• Managed reservations and optimized guest flow using reservation systems.
• Resolved escalated guest complaints professionally to maintain guest satisfaction.
• Partnered with marketing teams to promote events and guest engagement initiatives.

Industrial Trainee at ITC Gardenia (2021-07 – 2021-11)

• Trained across Housekeeping, Food Production, F&B Service, and Front Office.
• Assisted with guest service delivery and gained foundational knowledge of luxury hotel operations.
• Supported interdepartmental coordination to ensure smooth service standards.

Bachelor of Arts in Hospitality Management – International Institute of Hotel Management (2020 – 2023)

Bachelor of Arts in Hospitality Management – University of West London

Bachelor in Tourism Studies – Indira Gandhi National Open University

State Syllabus – Little Flower Higher Secondary School (2018 – 2020)