Manager Front Office

Syed Ahmed Jawad

Mobile : +918*********

E-mail: *****.********@*****.***

Seeking FOM/AFOM Assignment in a reputed hotel. 10 years of experience, Pre-opening experienced, PGDM in Marketing Management.

EXECUTIVE CREDENTIALS

~ Inter departmental Control ~ Complaint Handling ~ Guest History Management

~ Time Management ~ Liaison / Coordination ~ Strategic Planning

~ Documentation / Reports ~ Team Management ~ Staff Motivation

A result oriented professional with 10 Years of experience in Front Office Department. Have experience of 2 pre-opening hotels.

Demonstrated business acumen in leading and managing the Front Office operations and contributed higher rate of organic growth.

Proven ability in improving operations, enhancing business growth & maximizing guest satisfaction through the achievements in time and skill management, internal controls & productivity improvements.

Possess significant leadership experience resulting in better performance and enhanced systems for higher performance of the team.

An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities.

COMPETENCIES OVERVIEW

Guest/Customer Satisfaction

To be readily available at all times to deal with problems or complaints.

Anticipate and address guest issues and establish proactive processes to promote guest satisfaction.

Maintain Guest history with the department and ensure the same is updated.

Inter departmental Communication

Liaise with Engineering to ensure safety hazards in front and back of house areas of the outlets are addressed.

Foster strong communication between Front Office and Housekeeping, Engineering, Finance and Reservations Sales.

Interact in a positive way with other departments to ensure smooth and fruitful co-ordination.

Responsible for giving direction to the entire Front Office, Bell Services, Concierge, and Guest Services departments.

Manages performance issues that arise within the respective operating departments.

Implementing and ensuring adherence to new process and procedures set with the operating department.

Training & Development

Supervises Reception personnel to ensure optimum occupancy and average room rate for purpose of maximizing revenue.

Monitors Front Office personnel to ensure guests receive warm attention and personal recognition.

Ensure proper training and procedures are in place to ensure provision of quality services.

Ensure effectiveness of training, performance evaluations and counseling of staff for the department.

Employee Satisfaction & Motivation

Exceptional people management skills and experience to drive forward the Front Office strategy through team building, motivation and coaching.

To support and participate in all hotel programs, policies and procedures with special emphasis on the orientation of new employees.

Assigns duties and shifts to staff and observes performances to ensure adherence to hotel policies and established operating procedures.

Skills & Challenge

Implementing stringent systems / measures to establish and maintain high security standards in compliance with prescribed statutory norms.

Attend to crisis or emergency situations and perform service recovery.

Excellent organizational and time management skills, with the ability to set priorities for self and others.

The ability to display a high degree of professionalism and integrity as befitting a member of management.

EMPLOYMENT SCAN

Worked with Sapphire Plaza Hotel & Sapphire Park inn, Doha as Asst. Front Office Manager from March 2015 till October 2017

Handled the team of Duty Manager and Team Leaders, who in-turn handles the team of associates working for the front office department. I am reporting to Managing Director and working closely with other members of the leadership team

Key Responsibilities:

Ensuring the smooth operation of the Guest Services Department, which includes Reception, Cashiers, Service Express, Bell Desk as well as the Concierge.

Ensuring the STR figures are uploaded and STR report is shared with the management.

Scheduling “smartly” ensuring the effective utilization and productivity of all employees.

Creating and ensuring that policies, SOP’s and brand standards are communicated and adhered by all team members through continuous training and progressive corrective action.

Fostering a culture where employees focus on their role of delivering excellent service by maintaining high morale and team spirit.

The handling and resolution of guest concerns, including follow-up in a timely manner.

Providing input on ways to increase efficiencies and room revenue, also assisting with room inventory management and setting daily sell rates. Overseeing reservations and maximize hotel revenue.

Achieve departmental objectives through service leadership: outstanding guest relation skills, leading by example, communication of the guest feedback, creating and implementing improvements in the service delivery process.

Preparation of errorless bills at check out. Ensure that Accounting Department requests are resolved and communicated in a timely manner to internal and external parties.

Ensure departmental representation at all hotel committees.

Member of the emergency response team, including fire safety, first aid and general crisis management.

Responsible for training, supervision and discipline of all Front Desk, Reservation and Guest Services staff members in order to maintain the desired level of service and in keeping with service standards.

Play a significant role in long-term planning, including an initiative geared toward operational excellence.

Increase the effectiveness and efficiency of Support Services through improvements to each function (HR, IT, Finance) as well as coordination and communication between functions.

Drive initiatives in the management team and organizationally that contribute to long-term operational excellence.

Ensuring that all the statutory requirement of the guest should met in accordance with the hotel standards and guest's satisfaction.

Be actively involved with the analysis of the hotel online reviews. Manage guest feedback system relating to guest reviews on OTA websites and other.

Facilitate learning and development for new joiners, industrial and vocational trainees.

Recruitment & identifying right talent for the right job.

Worked with Ramada hotel, Goa as Duty Manager from August 2014 till March 2015.

Notable Highlights

Worked as Duty Manager (Acting AFOM) with Ramada Beach Resort, Goa. Ramada Goa is a 5 star deluxe hotel located in south Goa. It has 199 well-furnished room, 5 restaurants, night club, In house Casino & conference facilities. I represent the General Manager & the senior Manager in absence. Having good knowledge of all security & emergency procedure and manage the instigation of these I’d require to do so. Deal with any management issues or emergencies that arise, record them as required and to ensure there is a follow up. Ensure that all guest complaints are dealt with promptly and followed on support the night auditor with the front desk & accounting related duties as required. Inform department of social requests, early/late departure, room charges etc. Making sure we exceed guest expectation and if there is any complaint, tried to resolve before the guest leaves the hotel. As Night Manager I had a direct focus in the front office but also had great responsibility of overall hotel operation in the absence of functional manager. A strong commitment to customer service, the ability to work under pressure & handle challenging situations, a strong team player, decision making ability and a sense of responsibility.

Worked with the Airways hotel (a five star luxury hotel) Papua, New Guinea as Night Manager from September 2013- May 2014.

Notable Highlights

Airways hotel is one of the leading luxury hotels in Papua, New Guinea. Since last 5 years continuously winning the award of world best luxury hotel in PNG. It has 152 well-furnished room, 2 restaurant and conference facility. As night manager I represent General Manager and all the functional managers in their absence.

Worked with The Park Plaza, Bengaluru Carlson Redizor Property Managed by Sarovar Hotel group as Duty Manager from Feb 2013-August 2013.

I was in Dar es Salaam and Ghana, Africa working for Shamim Enterprises as Sales Manager from March 2012- January 2013.

Worked as a Front Office Night Manager with the Lotus Hotel Apartment & spa, Dubai from Dec.2010 till January 2012

Commenced career in July 2007 as Front office associate batch with Taj Residency, Lucknow & Taj President, Mumbai & later was promoted as Duty Manager in April

2010 and was relocated to Taj Banjara, Hyderabad (a TATA Company), India

Notable Highlights

I was part of Taj associate Batch 2007. Initially I was posted in Vivanta by Taj Residency, Lucknow. After 6 months I was relocated to Taj President Mumbai. After successfully completing the 1 year programme I was designated as front office supervisor in Vivanta by Taj President, Mumbai & in April 2010 was again promoted as Duty Manager and was relocated to Vivanta by Taj Banjara Hyderabad.

SCHOLASTICS

PGDM (MBA) in Marketing and B.Sc. in Hospitality Management & Catering operations

Self Enhancement Programs:

Successfully Completed PGDM (MBA) in Marketing from Welingkar Institute of Management Studies, Mumbai in Dec 2015 with distinction.

Successfully completed Bachelor of Science in Hospitality Management & Catering operations from Rizvi College of HMCO, Mumbai in 2007.

Certificate presented by AHLA University U.S.A on successfully completion of 3 years diploma in hospitality management & catering operations.

Successfully completed First Aid Training from Enertech Qatar in March 2016.

Certified with Hospitality Foundation Module

Completed the training programme on TCOC conducted by Mr.Veera Raghavan (L & D Manager Taj President, Mumbai)

Undergone six months’ of Industrial Training at Taj Mahal Palace & Tower, Mumbai.

Undergone the Upsell training module.

IT Skills: Proficient in MS Office / software like IDS, Fidelio, Opera and Amedus

ACHIEVEMENTS

Appreciated by the staff members for the effective coordination amongst departments

Positively commented by innumerable guest for making their stay simply memorable

Certificate was awarded for wining First prize in marketing Competition during “HOSPITALITY 2007” hosted by Rizvi College of Hotel Management and Catering Operation.

Certificate was awarded for wining Second Prize in F&B Competition during “HOSPITALITY 2007” Hosted by Rizvi College of Hotel Management and Catering Operation.

Certificate was presented for going beyond the job duty creating wow factor resulting guest satisfaction.

PERSONAL DOSSIER

Date of Birth : 18th July 1984

Marital Status : Single

Passport No. : M8508993

Valid Till : 13th Oct, 2025

Nationality : Indian

Current Location : Mumbai, India.

Languages Known : English, Hindi, Urdu & Arabic (can read and write. Speaking working level)

Mailing Address : Haji Malang complex, C’wing, room no 302, Amrut Nagar, Kokan

Nagar, Mumbai (INDIA) – 400612

References : Chef Rajeev Janveja Mr. Mayank Kalhan

Corporate Chef Front Office Manager

Lemon Tree Hotels Hilton Group of hotels

Eail:********@***************.*** Mobile: +91-964*******

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