Front Office Customer Service
Resume:
E-mail ************@*****.***
Zanzibar, Tanzania
Omar Suleiman Musa
Date of Birth: 22nd July 1982
Nationality: Tanzanian
Languages: Swahili and English
Career Overview
Comprising over 15 years of experience in the hospitality industry, later years have been spent as Rooms Division manager and Front Office/Reservations/Revenue manager and Housekeeping. My primary focus has been to establish a reputation for excellent customer service, client satisfaction, and in training/ managing staff members. Prior to Essque Zalu Zanzibar, I developed my experience at Azanzi Beach Resort as Assistant General/Operations Manager with high recommendation on my customer service skills, team building skills, target oriented abilities, training ability, revenue management skills as well as management skills. Prior experience with hospitality industry has been at Mount Meru Hotel, JB Belmont Hotel and Kunduchi Beach Resort in Front Office Department.
Career Competencies
Fluent in both English and Swahili
Positive and optimistic attitude.
Exceptional customer service and interpersonal skills.
Experience in working with varies age and culture.
Able to follow a systematic approach and use initiative when necessary.
Meticulously attentive and timely.
Flexible and easy adaptable to shift work and working non-conventional hours.
Take pride in accommodating to customer demands.
Problem resolution minded and ability to think laterally should the situation necessitate.
Calm and collected in challenging situations.
The highest personal hygiene and grooming standards.
Confident in managing a team.
Understanding the importance of maintain good brand representation.
Keen to lean and implement new knowledge.
EDUCATION BACKGROUND
{Jan 2002 to Nov 2004}
Diploma of Front Office Operation and Administration at Kenways School of Professional Studies.
{Jan 2004 to Dec 2004}
Certificate in Information Technology (CIT) at Techno Soft Limited WORKING EXPERIENCE
{March 2019 Current employment} ESSQUE ZALU ZANZIBAR {5 Stars Resort} Zanzibar, Tanzania
Worked as Rooms Division Manager.
Duties:
Managing day-to-day front office, housekeeping and reservations operations, ensuring the quality and standards meets the guest expectations daily.
Keeping reservation team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Displaying leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Reviewing comment cards, guest satisfaction results and other data to identify areas of improvement.
Responding and handles guest requests/complaints.
Empowering employees to provide excellent customer service.
Understanding the impact of Reservation operations on the Rooms area and overall property financial goals.
Participating in marketing and promotional campaigns of the hotel.
Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
Managing front office department controllable expenses to achieve or exceed budgeted goals.
Identifying the development needs of the team member and training them to improve their knowledge or skills.
Producing monthly, yearly reservations, front office and housekeeping report.
Providing guidance, setting performance standards and monitoring performance.
{June 2016 to Feb 2019} AZANZI BEACH RESORT {4 Stars Resort} Zanzibar, Tanzania
Worked as Assistant General Manager.
Duties:
Assisting the General Manager on day to day on the resort operations.
Handling VIP and VVIP guests.
Handling the Food and Beverage department.
Handling the purchasing and stores.
Keeping Front Office and Housekeeping team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Displaying leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Reviewing comment cards/online reviews, guest satisfaction results and other data to identify areas of improvement.
Responding and handles guest requests/complaints.
Empowering employees to provide excellent customer service.
Understanding the impact of all resort department and overall property financial goals.
Participating in marketing and promotional campaigns of the hotel.
Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
Developing specific goals and plans to prioritize, organize, and accomplishing our goals.
Managing all departments’ controllable expenses to achieve or exceed budgeted goals.
Managing the stores controls and implementation of controls working procedures.
Identifying the development needs of the team member and training them to improve their knowledge or skills.
Providing guidance, setting performance standards and monitoring performance.
Preparing monthly and yearly financial reports.
Preparing revenue forecast report
{July 2013 to May 2016} MOUNT MERU HOTEL {5 Stars Hotel} Arusha, Tanzania
Worked as Front Office Manager.
Duties:
Managing day-to-day front office, housekeeping and reservations operations, ensuring the quality and standards meets the guest expectations daily.
Keeping reservation team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Displaying leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Reviewing comment cards, guest satisfaction results and other data to identify areas of improvement.
Responding and handles guest requests/complaints.
Empowering employees to provide excellent customer service.
Understanding the impact of Reservation operations on the Rooms area and overall property financial goals.
Participating in marketing and promotional campaigns of the hotel.
Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
Managing front office department controllable expenses to achieve or exceed budgeted goals.
Identifying the development needs of the team members and training them to improve their knowledge or skills.
Producing monthly, yearly reservations, front office and housekeeping report.
{March 2012 to June 2013} JB BELMONT HOTEL {4 Star Hotel} Dar Es Salaam, Tanzania.
Promoted to Front Office Manager
Duties:
Managing day-to-day front office operations, ensuring the quality, standards and meeting guest’s expectations.
Managing the reservation department.
Keeping Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Providing services that are above and beyond for customer satisfaction.
Displaying leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Ensuring that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
Reviewing comment cards, guest satisfaction results and other data to identify areas of improvement.
Responding and handles guest problems/complaints.
Empowering employees to provide excellent customer service.
Conducting front office department meetings.
Understanding the impact of Front Office operations on the Rooms area and overall property financial goals.
Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
Developing specific goals and plans to prioritize, organize, and accomplishing our goals.
Managing front office department controllable expenses to achieve or exceed budgeted goals.
Identifying the development needs of the team member and training them to improve their knowledge or skills.
Providing monthly, yearly reports.
Providing guidance, setting performance standards and monitoring performance.
Doing interviews for recruitments in front office department staff.
Handling incoming emails, telephones etc.
{March 2010 to Feb 2012} JB BELMONT HOTEL {4 Star Hotel} Dar Es Salaam, Tanzania.
I worked as Assistant Front Office Manager
Duties:
Assisting in Managing and coordinating in day-to-day front office operations.
Ensuring proper handling of reservations.
Implementation of proper working procedures.
Providing high level of customer service.
Listening effectively to the guests complains suggestions and solving them.
Coordinating and working closely with all department e.g., H.R. etc.
Report writing.
Front office staff training.
Participating in marketing and promotional campaigns of the hotel.
Credit control.
Managing incoming, outgoing emails, calls, fax etc.
Performing all Duty managers duties that’s includes problem solving, handling guest relationship etc.
Performing the duty of Night Manager when doing night shift {reliving the night manager when he is on off or on leave} that’s includes auditing, etc.
Preparing duties roaster.
{Aug 2007 to Feb 2010} KUNDUCHI BEACH RESORT {5-star Hotel} Dar Es Salaam, Tanzania.
Promoted to Front Office Supervisor
Duties:
Supervising day to day front office operation.
Greeting the guests and giving them a warm welcome.
Handling guest relations and ensuring that all guests are given a warm welcome.
by concierge.
Handling guests complain and solving them or refer them to my manager.
Coordinating in check inn, out of the guests and retrieving of room keys.
Ensuring proper handling of individual and group reservations.
Providing effective customer service to the guests.
Documentation and statistics of guest’s records.
Cashiering.
Report wiring.
Coordinating and working closely with all departments e.g., H.R. etc.
Participating in marketing and promotional campaigns of the hotel.
Managing incoming, outgoing emails, calls, fax and other relative duties as assigned.
Preparing duties roaster.
{Feb 2005 to July 2007} KUNDUCHI BEACH RESORT {5 Stars Hotel} Dar Es Salaam, Tanzania
I worked as a Front Office Receptionist.
Duties:
Greeting the guests and giving them a warm welcome.
Handling guest relations and ensuring that all guests are given a warm welcome. by concierge.
Coordinating in check inn, out of the guests and retrieving of room keys.
Ensuring proper handling of individual and group reservations.
Providing effective customer service to the guests.
Documentation and statistics of guest’s records.
Cashiering
Coordinating and working closely with all departments e.g., H.R. etc.
Participating in marketing and promotional campaigns of the hotel.
Managing incoming, outgoing emails, calls, fax and other relative duties as assigned. References:
Ms. Judy Mtaliki
HR MANAGER– ESSQUE ZALU ZANZIBAR
Email: **@************.***
Tell: +255*********
Ms. Msabah
Tell: +255*********
Mr. Abdallah Mohammed Alnsour
GM– KASHMA EYE CENTR DOHA QATAR
Tell: +974********
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