Customer Service Manager

Mr. ARSHID KHAN

Current address: **th street *.**********@*****.***

Al Aqrabia Al Khobar Saudi Arabia. ***********@*****.***

Cell: +966-*********

Professional Objective:

To obtain a position that will enable me to use my strong organizational skills, educational background, and ability to work well with people.

To gain a broad and in-depth managerial skills within the hospitality industry to exhibit a good business sense.

To develop personal growth by improving strong and interpersonal communication skills and to also gain multicultural exposure.

To contribute my knowledge and skills in hospitality sectors with a particular emphasis on revenue, investment and management.

To see myself in a senior administrative position in the coming future.

Summary of Qualifications:

15 years’ experience in housekeeping industry

Highly skilled in overseeing the housekeeping department

Thorough understanding of formulation of budgets and cost controls

Effective hiring, training, evaluating, and supervision skills

Demonstrated ability to ensure all tasks are completed in a timely and systematic manner

Key Skills:

Effective Managerial Skills

Budgeting & Cost control

Housekeeping Management

Laundry Services Management

Relationship Building

Guest Correspondence

Communication Skills

Human Resource

Staff Training & Development

Computer Proficiency

Team Building

Leadership Management

Flexible and receptive to new situation

Effective under work pressure

Proactive approach and an outgoing attitude and personality

Have positive approach towards work and a self motivated individual

Profit & Growth strategies

Education

Diploma in Hotel Management

Faculty of Arts

Secondary School Certificate

One year diploma in Computer science

Good command on using Fidelio, Micros. And opera.

Professional Experience:

Operational Manager (Aug-2014 to Jan-2016)

Zara Continental Hotel

Al Khobar, Saudi Arabia

Job Responsibilities:

Ensures compliance with all guidelines for operations, including front desk, housekeeping, maintenance, food service and other departments.

Devising budget and handling complete facilities and liaising with vendors for the same in agreed budget.

Assigns duties to employees and subordinates and observes performance to ensure adherence to hotel and established operating procedures.

Answers inquiries pertaining to hotel policies and services.

Available 24/7 with reliable transportation.

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

Designing and implementing systems, procedures in consultation with management for smooth and effective administration.

Assuring all safety, security procedures are adhered to.

Conducting hygiene inspection and conveying feedback to staff for gaps in actual vs. standardized norms.

Interfacing with service coordinator overseeing site conditions, arranging transportation for general/emergency calls.

Satisfaction level of the Client through feedback collected regularly.

Motivating the staff for multitasking job.

Setting the standard operating procedure and check that all the team member for following that Procedure.

Research and recommend room rates for Implementation.

Preparing necessary documents & Reports.

Executive Housekeeper (Sep-2013 to Aug-2014)

Zara Continental Hotel,

Al Khobar, Saudi Arabia.

Job Responsibilities:

. Supervised housekeeping and laundry personnel including hiring, firing, performance

Assessments, training and development

Maintained efficiency and labor cost goals

Ensured quality services are rendered in meeting guest requirements

Scheduled staff in keeping with labor standards and forecasted tenure

Enforced policies and procedures

Monitored and maintained level of sanitation in rooms, storage areas, laundry and restrooms

Enforced set procedures for the acceptance, safety, and return on guest lost and found items

Helped in development of the yearly budget

Monitored performance against plan

Maintained room quality derived from hotel objectives

Director of Housekeeping (Feb -2006 to June-2011)

Madareem Crown Hotel,

Riyadh, Saudi Arabia.

Assistant Executive Housekeeper (Aug-2003 to Feb-2006)

Al Fahd Crown Hotel

Riyadh, Saudi Arabia

Job Responsibilities:

First obtains list of vacant rooms to be cleaned immediately & list of prospective checkouts or discharges in order to prepare work assignments. Advises manager, desk clerk, & admitting personnel of rooms ready for occupancy.

Assigns workers their duties, and inspects work for conformance to prescribed standards of cleanliness.

Inventories cleaning supplies & linen stock to ensure adequate supplies.

Investigates concerns regarding housekeeping service and equipment, and takes corrective action.

Examines rooms, halls, and lobbies to determine need for repairs or replacement of furniture or equipment, and makes recommendations to management.

Conducts orientation training of new employees and in-service training of other employees to explain company policies, housekeeping work procedures, and to demonstrate use and maintenance of equipment.

Attends training seminars to perfect housekeeping techniques and procedures, and enhance supervisory skills.

Records data concerning work assignments, personnel actions, and time cards, and prepares periodic reports.

Attends periodic staff meetings with other department heads to discuss company policies and patrons’ complaints, and to make recommendations to improve service and ensure more efficient operation.

Assists in controlling expenses by the housekeeping department.

Housekeeping Supervisor (Feb 1998 to Nov 2000)

Riyadh Palace Hotel,

Riyadh, Saudi Arabia.

Job Responsibilities:

Performed daily opening and closing of Housekeeping.

Checked rooms inventory, assigned rooms to housekeeping staff.

Inspected rooms and public areas throughout entire hotel.

Completed reports, verified status reports, reported status of all assigned rooms to Front Desk and inputted into automated computer system.

Assisted Housekeeping Manager in completing payroll edit created weekly schedules for Housekeeping staff according to forecasted hotel occupancy.

Ensured highest productivity and efficiency in Housekeeping operations.

Managed Lost and Found program and Key Control Program.

Ensured stock rooms and carts were maintained with sufficient supplies.

Assisted Housekeeping Manager with guest supply ordering, inventory.

Provided excellent customer service (internal and external), and maintained good knowledge of hotel services, operations, local area and attractions, etc.

Solved guest problems to exceed customer expectations, and effectively managed guest team member issues and incidents (including injuries, accidents, emergency response, proper handling of situations involving bodily fluids, etc.)

Coached, counseled, motivated and maintained high employee morale, positive relations with the Housekeeping staff.

Promoted team member empowerment and loyalty.

Provided training to new employees, and monthly safety training, effectively preventing injuries.

Communicated effectively with all hotel departments for all guest and operational needs.

Ensured highest standards of cleanliness and quality, maintained high scores in guest surveys and regular company inspections.

Housekeeping Supervisor (Jan-2001 to Aug-2003)

Al-Fahd Crown Hotel,

Riyadh, Saudi Arabia.

Job Responsibilities:

Performed daily opening and closing of Housekeeping.

Checked rooms inventory, assigned rooms to housekeeping staff.

Inspected rooms and public areas throughout entire hotel.

Completed reports, verified status reports, reported status of all assigned rooms to Front Desk and inputted into automated computer system.

Assisted Housekeeping Manager in completing payroll edit created weekly schedules for housekeeping staff according to forecasted hotel occupancy.

Ensured highest productivity and efficiency in housekeeping operations.

Managed Lost and Found program and Key Control Program.

Ensured stock rooms and carts were maintained with sufficient supplies.

Assisted Housekeeping Manager with guest supply ordering, inventory.

Provided excellent customer service (internal and external), and maintained good knowledge of hotel services, operations, local area and attractions, etc.

Solved guest problems to exceed customer expectations, and effectively managed guest team member issues and incidents (including injuries, accidents, emergency response, proper handling of situations involving bodily fluids, etc.)

Coached, counseled, motivated and maintained high employee morale, positive relations with the Housekeeping staff.

Promoted team member empowerment and loyalty.

Provided training to new employees, and monthly safety training, effectively preventing injuries.

Communicated effectively with all hotel departments for all guest and operational needs.

Ensured highest standards of cleanliness and quality, maintained high scores in guest surveys and regular company inspections.

Languages

•English

•Arabic

•Urdu

•Hindi

•Pashto

References:

Available on request

Contact this candidate