Lalan Das

Dynamic Guest Relations Officer with a proven track record in optimizing guest relations and streamlining operations to achieve service excellence. Adept at leveraging CSAT/NPS feedback systems and developing SOPs to enhance team performance and effectively manage escalations. Expertise in CRM utilization, data-driven analysis, and crafting guest retention strategies that identify upsell opportunities and drive business growth.

Equipped with a Bachelor of Business Administration in Marketing and HR, bringing a strategic approach to customer experience management.

Guest Relation Officer - Zolostays Property Solutions Pvt Ltd.

(2024-03 - 2026-06)

• Managed end-to-end customer experience journey, ensuring high satisfaction (CSAT) and retention.
• Designed and implemented customer feedback systems (CSAT/NPS) to track service quality.
• Handled customer escalations efficiently, reducing complaints and improving resolution time.
• Coordinated with cross-functional teams (sales, operations, support) to enhance service delivery.
• Developed and enforced SOPs (Standard Operating Procedures) for consistent customer service.
• Analyzed customer data using CRM tools to identify trends and improve experience.
• Trained and mentored team members on customer handling and communication skills.
• Improved customer retention and loyalty programs, increasing repeat business.
• Ensured timely response to customer queries across multiple channels (calls, emails, chat).
• Identified upselling and cross-selling opportunities through customer interactions.
• Managed reservations, check-ins, check-outs, billing, and guest inquiries effectively.
• Resolved guest complaints while coordinating with housekeeping and maintenance teams.
• Managed booking systems and databases to maintain accurate records of guest interactions.

Insurance Advisor - Lakshmishree Investment & Securities PVT Ltd.

(2023-06 - 2023-08)

• Advised clients on suitable insurance products including life, health, and motor policies.
• Assessed customer needs and recommended customized coverage plans.
• Developed and maintained strong client relationships to foster trust and loyalty.
• Mentored junior advisors, sharing best practices for improving client engagement strategies.

Bachelor of Business Management - Marketing & HR - Maharishi Markandshwar Institute of Management (2021 - 2024)

Senior Secondary School - Commerce - Inshan Inter Shiksha College (2019 - 2021)