Crisann Pinto
Muscat,Oman
Summary
Client-focused professional specialising in guest relations and customer satisfaction. Utilises strong communication and active listening skills to resolve issues and manage workflow efficiently. Organisational and time management capabilities enhance operational effectiveness. Committed to optimising customer experiences while pursuing ongoing development in hospitality management.
Overview
1
1
Certification
7
7
years of post-secondary education
9
9
years of professional experience
Work history
Cluster Reservations Manager
IBIS Seef Manama and IBIS Styles Diplomatic Area
Manama, Bahrain
2026.06 - 2026.06
- Led cluster reservations management during taskforce, addressing issues like charging booking.com VCCs and training new staff on reservations processes and Accor standards. Coached front office team while providing documentation to accounts team regarding mistake causes and daily refunds. Focused on workforce impact, resolving cases effectively as part of taskforce. Trained newly appointed cluster reservations manager on Accor standards and booking tools, including Fastcom and Sojern.
- Addressed customer complaints, resulting in increased loyalty and repeat bookings.
- Collaborated closely with sales team on corporate bookings, enhancing business relationships.
- Updated reservation policies, leading to fewer cancellations and no-shows.
- Trained team members to improve performance and productivity.
Front Office Receptionist
IBIS Hotel Muscat Al Khuwair
Muscat
2024.05 - 2026.07
- Delivered outstanding customer care by maintaining a friendly, cheerful, and courteous demeanor at all times. Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. Supervise daily shift process ensuring all team members adhere to standard operating procedures. Coached front desk team members and ensured adherence to quality standards and accurate billing updates. Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Assigned rooms to guests based on their preferences and special requests. Built strong relationships and liaised with all departments, particularly housekeeping and reservations, to enhance guest experience.
- Coordinated appointments for streamlined business operations.
- Provided administrative support to various departments, contributing to smooth operations.
- Arranged courier services when needed – ensured timely document deliveries.
Front Office Receptionist
Belad Bont Resort Awqad
Salalah
2022.04 - 2024.05
- Processed reservations, check-ins, departures, and payments according to company procedures, ensuring seamless guest experiences. Provided daily reports on courtesy calls and logged guest complaints to enhance service quality. Ability to maintain a positive friendly attitude even under high pressure. Welcomed guests upon arrival, assigned rooms based on preferences, and managed bookings through phone, email, letter, fax, or face-to-face interactions. Preparing bills and tax invoices for the guests upon request, taking and passing on messages to the guests and dealing with special requests from the guest. Answer questions about what the hotel offers and the surrounding area. Booking Taxis and tour with the respective tours packages for the guests. Well versed with software's like Opera Cloud - For reservations, check in and check-out system, Giant - For making the key cards, hotel booking application for VIP rooms, Vicas - scanning the IDs. Previously used HMS system for reservations before upgrading to opera cloud.
- Arranged courier services when needed – ensured timely document deliveries.
- Performed basic bookkeeping tasks when required; helped maintain financial transparency.
- Handled customer complaints in a timely manner, resulting in increased satisfaction levels.
Background Verification Specialist
First Advantage Internation Tech Park
Whitefield, Bangalore
2021.03 - 2021.10
- Conducted background verification encompassing criminal background screening, education verification, past employment checks, immigration status assessments, licences and credentials validation, social media searches, credit report analysis, and ongoing criminal records monitoring. Facilitated candidate verification for businesses to ensure hiring accuracy and protect organisational workforce integrity. Executed online candidate verifications to ensure compliance with background screening policies. Well – versed with software's like EA – Enterprise Advantage, Jira – for creating ticket, WINESP– mainly used for verification and GCM – Applying codes by communicating to the third party or clients as per the candidate profile and processes.
- Diagnosed hardware faults accurately to minimise downtime.
- Increased client satisfaction by providing specialised support and advice.
- Installed new technology systems seamlessly into existing infrastructure.
Guest Relations Associate
Palms Hotel & Convention Centre
Mumbai
2019.08 - 2021.01
- Greeting VIP guests and serving as a point of contact for handling their needs throughout their stays
- Reviewing arrival lists to identify VIP guests
- Addressed concerns of upset guests to ensure their comfort and satisfaction. and helping to resolve their issues
- Providing information about services, amenities and local attractions
- Confirmed travel arrangements and adjusted late checkouts and early check-ins.
- Compiled welcome folders with maps, room service menus, and information about amenities to enhance guest experience
- Recording all customer interactions in a logbook or customer relationship management software program
Technical Support Specialist
IBM India Pvt Ltd
Bangalore
2017.08 - 2019.04
- Utilised Live Engage application to facilitate communication with clients. application to communicate with the Clients. Troubleshot technical issues, including uninstalling and reinstalling software using Dameware application to restore client functionality. Executed password resets for healthcare applications to ensure user access. related to healthcare applications. Troubleshooting Telephones, Routers and applications like Web developer, oracle, Java and Microsoft office professional 2013 and 2017 version. Issued access forms to clients for expired applications. Conducted remote access sessions to upgrade client software in compliance with Java version requirements, ensuring optimal application performance. of the client system and upgrading the software based on the Java version. Utilised Unix server application as a knowledge base to streamline troubleshooting processes and enhance issue resolution. application as a knowledge base. Creation of Incident or Call tickets by using ServiceNow application.
- Streamlined processes for increased efficiency in problem-solving tasks.
- Provided comprehensive training to colleagues to enhance technical skills.
- Maintained client relationships through provision of exceptional after-sales tech support services.
Education
Bachelors in Commerce - Commerce
St. Agnes College
Mangalore, India 2014.01 - 2017.01
Higher Secondary - Commerce
St. Agnes College
Mangalore, India 2012.01 - 2014.01
S.S.LC - undefined
Indian School Salalah
Salalah, Oman 2010.01 - 2012.01
Skills
- Reservation Management
- Reservation handling
- Workflow Management
- Computer Skills
- Client Relations
- Guest services
- Customer Satisfaction
- Problem Resolution
- Time Management
- Organisational Skills
- Communication Skills
- Active Listening
Certification
Microsoft Office Suite - Excel (Advanced), PowerPoint (Advanced), Word, Paint, Outlook, MS Teams, Opera Cloud, Vicas Scanner/ Raspberry Scan
LANGUAGES
English
Hindi
Konkani
Arabic
Accomplishments
- Certificate of Appreciation - Human Resource St. Agnes College Mangalore, Personality Development & Communication Skills Universal Group - Mumbai, India.
- Certificate of Excellence - June 2018
- Certified Recognition for outstanding dedication - IBM, Anthem
- HEARTIST OF THE MONTH - May 2024 Ibis Hotel Muscat.
- Guest Experience Champions Award - August 2024
- Ibis Hotel Muscat, HEARTIST - Discovery (Self-paced) - GLOBAL - MULTI (2024) - Accor Academy
- Ibis Hotel Muscat, Crisis & Communication Management - IMEAT - EN (2024) - Accor Academy
- Ibis Hotel Muscat, Ibis - Discover My Brand - Global - MULTI (2024) - Accor Academy
- Ibis Hotel Muscat, Certificate of Achievement - Module 1 _ PCI DSS eModule (2024) - Accor Academy
- Ibis Hotel Muscat, Sexual Harassment (All Heartists) - GLOBAL - MULTI (2024) - Accor Academy
- Ibis Hotel Muscat, Crisis & Communication Management - IMEAT - EN (2024)
- Certificate Of Completion - Train Your Team With Confidence - Sept (2025)
WEBSITES AND SOCIAL LINKS
Linke https://www.linkedin.com/in/crisann-pinto-aa3a51241
References
References available upon request.
Timeline
Cluster Reservations Manager
IBIS Seef Manama and IBIS Styles Diplomatic Area
2026.06 - 2026.06
Front Office Receptionist
IBIS Hotel Muscat Al Khuwair
2024.05 - 2026.07
Front Office Receptionist
Belad Bont Resort Awqad
2022.04 - 2024.05
Background Verification Specialist
First Advantage Internation Tech Park
2021.03 - 2021.10
Guest Relations Associate
Palms Hotel & Convention Centre
2019.08 - 2021.01
Technical Support Specialist
IBM India Pvt Ltd
2017.08 - 2019.04
Bachelors in Commerce - Commerce
St. Agnes College
2014.01 - 2017.01
Higher Secondary - Commerce
St. Agnes College
2012.01 - 2014.01
S.S.LC - undefined
Indian School Salalah
2010.01 - 2012.01