Cell No: +92-309-*******

E- mail : ad3g3z@r.postjobfree.com

Date Of Birth :

Location:

** - ** - ****

Passport No:

EMAN RASOOL

Marital Status: Single

Advanced Diploma in Tourism and Hospitality Management Level 5 (UK) College of Tourism & Hotel Management Lahore, Pakistan Lahore, Pakistan

Board of Intermediate & Secondary Education Lahore, Pakistan Matriculation

Kips College Lahore, Pakistan

Intermediate in Computer Science

Front desk agent expert with 3 years of related experience in different busy hotel environments, ensuring strict adherence to the rules and regulations of the hotel. Adept at ensuring outstanding customer service, and using suggestive selling techniques to increase room occupancy and revenue. A highly organized and meticulous person who has sound leadership and team-building skills, and a great ability to work well under pressure. Effectively oversees complex Front desk agent operations and handles complaints to ensure constant and consistent guest satisfaction.

AF 9801253

The Nishat Hotel (4 Star) Lahore, Pakistan

Welcomed each new arrival pleasantly and confirmed reservations and identification. Collected room deposits, fees and payments.

Collaborated with team members to handle guest requirements from check-in throug check-out.

Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.

Resolved service-related problems and documented actions in system. Oversaw fast-paced front desk operations and guests' needs at busy facility. Confirmed relevant guest information and payment methods to prevent fraud. Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.

Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.

Informed guests of hotel security features and offered details regarding fire and emergency procedures.

Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.

Kept accounts in balance and ran daily reports to verify totals. Entered customer data into room system and updated information whenever guests changed rooms.

Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.

Promoted hotel brand's loyalty program through Action. Explained details regarding property to acclimate guests to resort environment. Updated customer accounts with add-on room charges, minibar use and room service bills. Reported facility and room maintenance problems to appropriate personnel for immediate remediation.

Provided all guests (including groups) with a friendly, accurate and e cient check-in/check-out process while following the company's policies and procedures. REFERENCES Will be furnished on demand.

Ensured the front desk/lobby areas remain clean, organized and ready to greet guests Issued written and oral instructions to co-workers, assigned duties and examined work for accuracy, neatness, and conformance to policies and procedures Assisted Front Desk Manager with overall operations of Front Desk, and assumed responsibility for completion of shift work up to standards and according to established procedures Verified and collected guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Front Desk Intern

Pearl-Continental Hotels & Resorts (5 Star) Lahore, Pakistan

Excellent customer service and professional interaction skills necessary to provide guests with the ultimate experience

Extensive communication abilities, including interpersonal, professional, written, and oral, which help me convey information clearly and concisely Attention to detail, critical thinking, decision-making, and management experience Organized service agent, comfortable multitasking, and familiar with administrative tasks Experienced in handling money responsibly and accurately

Welcoming guests

Multi-line phone systems

Correspondence management

Supply stocking

Vendor interaction

O ce and staff streamlining

Marketing

Reservations management

Guest accommodations

Brand Management

Strategic planning and analysis

Guest experiences

Policy and procedure adherence

Active Listening

Critical Thinking

Problem-Solving

Analytical and Critical Thinking

Good Telephone Etiquette

Interpersonal Communication

Customer Service Expert

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