Customer Service Manager

MIR ABDUL KADIR JILANI

Berhampur, Charirakaba, Cuttack, Orissa - 754280; Phone: +919*********; Email:*****.********@*****.***

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Mir Abdul Kadir Jilani

Asst. Manager Front Office

Hotel Mayfair Lagoon

Bhubaneswar, Odisha.

Dear Sir,

With reference to our conversation, undersigned present myself as an important incumbent for the same. I am submitting to express my keen interest for the suitable position in your company.

My resume is enclosed for your review and consideration. To describe myself in a nutshell, I am hard working; ready to take up any challenge of life abreast with the latest trends and a team player with excellent communication skills; academically proficient with Diploma in Hotel Management from Institute of Hotel Management, Bhubaneswar

My basic objective is to hone in my skills for comprehensive personality development and be an epitome of trust and reliability in the corporate world. My prime goal is to understand professional environment and capitalize on opportunities.

I possess experience of more than 11 years in Customer Service, Office Management, Manpower Planning, Budgeting, Working in GDS, Guest Satisfaction, Cross Functional Coordination, Staff Administration and Operation, Strategic Planning, Training & Recruitments, Procedure & Systems, Product Quality Assurance, Quality & Hygiene.

Currently spear heading with Hotel Mayfair Lagoon, Bhubaneswar, India as Assistant Manager Front Office.

I am a hard working & talented individual, seeking a challenging job that would synergize my skills and knowledge with the objectives of the organization. A responsible, reliable and committed worker, I will give my best both as a part of a team and working independently.

The above credentials along with my enclosed resume make me ideally suitable for a position in your organization. I would appreciate an opportunity for a personal interview.

Thanking you,

Yours Sincerely,

MIR ABDUL KADIR JILANI

MIR ABDUL KADIR JILANI

Berhampur, Charirakaba, Cuttack, Orissa - 754280; Phone:+919*********; Email:*****.********@*****.***

FRONT OFFICE MANAGEMENT PROFESSIONAL

Offering10+ years of prolific experience; seeking managerial level assignments across Hotel Industry

PROFILE

Dynamic Front Office Management professional offering 11+ years of rich experience with renowned luxury hotels. Successful association with Hotel Mayfair Lagoon, Bhubaneswar, India as Assistant Manager Front Office.

Possess knowledge of Accommodation Management, Revenue Management, Room Pricing, Selling techniques & other reservation systems.

Expertise in driving hotel sales & revenue enhancement initiatives with implementing cost control measures to optimize operational efficiency.

Trained & certified by British Council on a special training based on “Effective management skills & Art of negotiation”.

Natural flair for building relations, customer service& proven abilities in achieving optimum level of customer satisfaction. Adept at attaining service deliverables and experienced in team management & improvement in efficiency of operations.

Customer-satisfaction driven professional with excellent verbal communication skills, a professional appearance and demeanor to handle front office operations. Exceptional phone etiquette skills in a high-call volume environment & enjoys providing hospitality services to guests; multilingual with proficiency in English, Hindi, Oriya and Arabic.

Exceptional talent for problem solving through reasoned thought processes, as attested to by a track record for client loyalty and employer satisfaction; outstanding presentation and Leadership Skills.

CORE COMPETENCIES

Strategic Planning – MIS–Operation as per Standard Operating Procedure - Budget

PROFESSIONAL EXPERIENCE

HOTEL MAYFAIR LAGOON, BHUBANESWAR, INDIA (5 STAR DLXHOTEL – 99 ROOMS) Since Nov 2012

Assistant Manager Front Office

Devising strategies for front office, bell stand, parking, concierges, etc. to enhance Hotel’s services and achieving organizational goals.

Working in close coordination with Sales, F&B, Housekeeping and other departments and leading efforts across planning and coordinating hotel housing activities.

Overseeing operational functions consistent with the strategic plan, budget, and the short term and long-term profitability objectives.

Monitoring the delivery standards and measurement of guest service consistent with the service standards and brand attributes.

Developing and implementing policies, processes and procedures for assigned departments for achievement of high quality service and financial goals.

Formulate and implement policies, procedures and various operational strategies of the hotel while ensuring adherence to regulatory requirements and hospitality norms

Motivating, mentoring & guiding team members as well as performance assessment and recognizing their work & appreciating for employee satisfaction.

Providing ideas and suggestions for new products, services, technology and processes to ensure the Hotel's competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.

Maintaining Reports like MIS, Daily Credit, Guest Feedback, Amenities Cost control, Training standards.

Acted and served as “manager on duty” as required and performed duties as assigned.

Discipline, counsel and coach employees if necessary, using proper techniques and documentation.

Scheduled routine inspections of the front office, back office, lobby and public areas to ensure the appearance of such areas reflects highly on the hotel brand.

An unwavering commitment to customer service, with the ability to ensure high quality and timely expedition of customer requests, resolve any issues and win customer loyalty.

Developing and enhancing business for the organization and carrying out seamless marketing activities to achieve the assigned targets

Identify business opportunities and enhance the overall revenue. Escalate brand visibility through implementing promotional strategies and personal relation skills

HOTEL TOSHALI SANDS PURI, INDIA (4 STAR RESORT – 109 ROOMS)(RCI AFFILIATED) Aug 2009 – Oct 2012

Assistant Manager – Front Office

HOTEL ELAF TAIBA (4 STAR HOTEL OF ELAF GROUP OF HOTELS – 237 ROOMS), MADINA, KSA Sep 2007 – Jan 2009

Front Office Executive

Efficiently handled front office relations to ensure proper information management and service standards.

Managed room reservations, cash counter and maintain the check in / checkout register.

Responsible for handling guests, increased guest satisfaction. Evaluated the feedback for further changes/ improvisations.

Handled proactive customer relations. Planned and executed the operations to ensure quality service, Managed guest requests, complains and feedbacks. Displayed cordial pleasing attitude towards clients. Prepared room invoice & settled pending bills at the time of departure.

Maintained the Log Book and effective follow up system, checked the daily arrival list and monitor all VIP movement.

Coordinated with departments like Concierge, Travel Desk, Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.

Maintained Guest History System and updating of all the guest profiles. Monitor business of competition hotels in terms of new accounts and rates.

Ensured that all the operational standards set for all the processes are followed.

Proposed changes in the policies and procedures to increase efficiency and improve service.

HOTEL THE CROWN (4 STAR HOTEL – 56 ROOMS), BHUBANESWAR, INDIA Jul 2005 – Jul 2007

Front office Executive (Jul 2005 – Jul 2007)

LEO MERIDIAN RESORT (5 STAR CATEGORY OF RESORT – 86 ROOMS) HYDERABAD, INDIA Nov 2004 – Jun 2005

Front Office Assistant

EDUCATIONAL CREDENTIALS

Diploma in Hotel Management; 2004

Institute of Hotel Management, Bhubaneswar (India)

Bachelor of Science; 2002

Utkal University, Orissa

Diploma in computer application; 2000

NIIT, Bhubaneswar, India

Class XII – Science; 1998

Council Of Higher Secondary Education, Orissa

Class X; 1995

Board of Secondary Education, Orissa

IT Skills

Ms-Office, IDS, Fidelio, ECRM (Online Central Reservation System), Windows and Internet Applications

PERSONAL DOSSIER

Date of Birth: 3rd January 1979

Language Proficiency: English, Hindi, Oriya and Arabic

Passport No: K4996839 (Valid till 2022)

References: Available on Request

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