Open to opportunities

Sambhaav Kapoor

@sambhaavkapoor

Message

I resolve hospitality customer issues and optimize reservations across international hotel brands.

India

Message

What I'm looking for

I'm looking to apply my hospitality reservations and customer-service experience in a role focused on resolving escalations, improving guest experiences, and collaborating across teams to maintain high service standards.

I've supported reservation and guest-service operations for Millennium Hotels & Resorts, The Oberoi Beach Resort, Rixos The Palm, and Accor hotel brands in Dubai and Ajman. I manage reservations, cancellations, escalations, complaints, and high-volume customer inquiries across phone, email, chat, and booking platforms.

I've improved reservation efficiency by 20%, resolved 95% of customer complaints within 24 hours, and helped maintain 98% occupancy during peak periods. I bring CRM, booking accuracy, service recovery, reporting, upselling, and cross-functional coordination to deliver reliable guest experiences.

Experience

Work history, roles, and key accomplishments

Assistant Reservations Manager

Millennium Hotels & Resorts

Mar 2022 - Sep 2022 (6 months)

Managed end-to-end customer service operations, handling reservations, escalations, cancellations, and guest concerns. Collaborated with cross-functional teams to improve customer experience and maintain service quality standards.

Customer Support Incident resolution CRM Systems Client Communication Complaint Resolution Reservation Management Cross Functional Collaboration Reporting Analytics Service Recovery

Reservation Supervisor

The Oberoi Beach Resort, Al Zorah

Aug 2021 - Aug 2022 (1 year)

Supervised reservation operations while resolving customer complaints and ensuring exceptional guest satisfaction. Maintained booking accuracy, inventory control, and policy compliance to deliver seamless customer experiences.

Reservation Management Complaint Resolution Customer Satisfaction Team Coordination Inventory Control Policy Compliance Escalation Management

Reservation Agent

Rixos The Palm, Accor Hotels

Nov 2020 - Aug 2021 (9 months)

Delivered customer support through phone, email, and reservation platforms while resolving booking modifications and service issues. Assisted customers with inquiries, cancellations, and complaints while identifying upselling opportunities.

Customer Support Reservation Management Upselling Complaint Resolution Record keeping

Cluster Reservation Agent

Adagio Premium Apartments, Ibis & Novotel Hotels, Accor

Dec 2018 - Jul 2020 (1 year 7 months)

Managed high-volume customer inquiries across multiple hotel brands through phone, email, and online booking channels. Coordinated with internal departments to resolve customer issues and ensure seamless service delivery.

Customer Support Reservation Management Problem Solving Operational Efficiency