Project Manager Customer Service
Resume:
Farzeen B. Ahmed
Cooper City, FL 33024
**********@*******.***
SKILLS:
• Software: Microsoft Office (Word, Excel, PowerPoint), WMS Payroll System, Opera PMS
System, Oracle, Birchstreet Purchasing System, Reserve Reservations System, and Medallia
Guest Satisfaction Database
• Languages: Fluent in English, Bengali, and Urdu. Conversational in Spanish and Hindi.
• Coaching and counseling, hiring and training, problem-solving, effective communication,
employee engagement, and event planning
EXPERIENCE:
HYATT REGENCY CORAL GABLES - FL (250 Rooms)
Front Office Manager Aug 2011 - Jun 2012
• Managed Front Office operations, including the Concierge and Bellman team to ensure
efficient daily operations and highest level of customer satisfaction.
• Led the hiring process by interviewing, hiring and training, coaching and mentoring, and
providing the environment for a successful motivated team to execute exceptional level of
performance.
• Developed incentive programs and employee recognition programs to celebrate the success
and performance of the team.
• Successfully increased the Employee Engagement scores yearly by providing motivational
tools to increase productivity, and encourage the team to achieve consistent top monthly
scores.
• Maintain above and beyond level of customer service.
• Analyzed, investigated, and resolved guest complaints.
• Maintained excellent communication throughout business divisions.
• Achieved financial hotel goals to increase bottom line.
• Planned and directed Department training and team outings.
Assistant Front Office Manager Aug 2009 - Aug 2011
• Assisted in managing Front Office operations, including the Concierge and Bellman team to
ensure efficient daily operations and highest level of customer satisfaction.
• Developed appropriate problem-solving skills when dealing with guest concerns, and took
the initiative to contribute and brainstorm in We Care meetings bi-weekly.
• Participated to be the Project Manager for successfully completing the conversion of our
previous Property Management System to Opera Property Management System.
• Certified Hotel Trainer for customer satisfaction and coaching.
• Recipient of Manager of the First Quarter 2010, and Manager of the Year 2010
Assistant Executive Housekeeping Manager Jun 2008 - Aug 2009
• Oversaw the daily operations of the Housekeeping team to ensure efficient day to day
procedures.
• Led the hiring process by interviewing, hiring and training, coaching and mentoring, and
providing the environment for a successful motivated team.
• Supervise team meetings in Spanish and ensuring room-count inventory daily.
• Played a significant role in managing the hotel renovation process by managing room
inventory, taking rooms out of service for construction, and ensuring quality work when
putting rooms in service.
Corporate Management Trainee in Rooms Feb 2008 - Jun 2008
• Learned to manage the daily operations for the Front Office, Guest Services and mainly the
Housekeeping department
• Motivated team to implement a high level of performance.
• Assisted with various projects and effectively utilized my skills to manage the Housekeeping
department successfully.
• Learned to work with other Managers to assist in my personal success, and for the success of
the hotel.
MARCO ISLAND MARRIOTT, GOLF CLUB, RESORT AND SPA - FL (735 ROOMS)
Housekeeping Management Intern Jan 2007 -
Aug 2007
• Learned the responsibilities of a Main Linen Room Attendant, and a Housekeeping Tower
Supervisor
• Responsible for a staff of 21 housekeepers and 3 housemen
• Recipient of Gold Key Award 2007, and Service Excellence Award July 2007
EDUCATION:
NORTHERN ARIZONA UNIVERSITY, Bachelor of Science - School of Hotel and Restaurant
Management, Dec 2007
ACHIEVEMENTS:
Manager of the Year 2010 Hyatt Regency Coral Gables
•
st
Manager of 1 Quarter 2010 Hyatt Regency Coral Gables
•
Certified Hotel Trainer Hyatt Regency Coral Gables
•
Project Manager for Opera system conversion Hyatt Regency Coral Gables
•
Gold Key Award 2007 Marco Island Marriott Resort and Spa
•
Service Excellence Award 2007 Marco Island Marriott Resort and Spa
•
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