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Front Office Customer Service

Dubai, Emirate of Dubai, United Arab Emirates
February 23, 2020

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Name: M. Mohamed Munaff

Mobile: +971-*********


Nationality: Indian


Dedicated, highly talented, optimistic, young and willing to do whatever it takes to make it happen in life. Looking to compensate my passion and energy in a field related to service, where I excel at. Have thorough exposure and tuition in guest facing area, with grounding experience.


Seeking more knowledge and more experience in guest facing area.

Hoping to make personal and professional development and for a place that challenges personally and professionally.

Looking to obtain a position that will enable me to use adrift educational background.

Looking for an organization where I can make the place a bit better with my presence by being the best I can.



Always Greet a guest’s in a friendly and professional manner according to hotel’s standards.

Process all guests check-in’s by confirming reservation and Perform check-out’s by daily using OPERA PMS.

Resolve guest issues, complaints, problems in a quick, efficient manner to maintain high level of guest satisfaction and quality service.

Follow-up with guest regarding experience of staying in Hotel, with Guest related issues.

Assist staff with expediting payments problem and postings, such as room-charge, no-show, Cancellation Penalty’s, late checkout, extra-bed and Fixed charges.

Handling cash, credit card payments, Refund, Paid-out, and room allowance rebate.

Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.

Build strong relationships and liaise with all other department especially housekeeping, engineering, reservations to resolve guest call, request or problem.

Review rage variance report in order to ensure room charge accordingly.

Review and closing city Ledger folios and credit card transfer of the day, escalated to Account receivable.

Reporting to Duty Manager about Pending payment, traces, high balance, and PM rooms.

Have a good knowledge of all systems and standard operating procedure of front office.

Handling all online website extra-net and updating reservation in opera.

Supervising the management of debtors, Group and individual guest invoicing folios and routing rooms.

Ensures the charges for limousine Transportation and travel desk Excursions accordingly system in daily basis.

Preparing and sending Daily DTCM & assisting for monthly statistics reports.

Financial Performance (Up-selling, Room revenue, operational Audit.

Showing initiative and problem solving & operational Auditing.

Handling Smooth Operation / look after while absences of MOD

Ensures that guest documentation and information’s are available up to date.

Answering Guest inquiries and handling complaints via email.

Relieving Night Auditor on his weekly off and vacation times. Front Office [Team Leader] RAMADA (WYNDHAM Hotels) Dubai - Nov 2018 – Mar 2019 (Note; Property SHUT DOWN)

Welcoming guests and fostering guest loyalty through friendly manner.

Ensure that personalized service is provided to each and every guest.

Doing Arrivals and departures with professional manner and time keeping.

Handling any guest complaints or other issues that cannot be settled directly by team members and provide fast solution.

Updating guest request and follow up.

Updating reservations in OPERA Handling Extranet.

Assigning rooms for next day arrivals.

Closing the all city ledger folios for next day departures.

Handling refund and follow up with finance Department and checking all GSA cash refund transaction.

Handling email and checking often guest scores.

Checking all staff Grooming in my shift and assisting DM while making Duty roaster.

Financial Performance (Up- selling, Room Revenue, Operational auditing)

Ensure the guest documentation and information is available and up to date. FO- Guest Service Agent / Shift Leader

Star Metro Hotel Apartments Dubai – Nov 2017 to Nov 2018

Delivering friendly, efficient customer service and to create a warm and welcoming atmosphere for all our guests.

Doing check-in and check-out.

Handling Reservation And all website Extranet

Handling cashiering, refunds, paid-out, allowances.

Maintaining a Detailed knowledge about the hotel services and hours of operation.

Discussing all matters that needed to follow up with next shift DM.

Preparing various reports, and filings.

Generate Competition Report.

Handling various guest requests, Complains.

Front Office Associate - Aloft Hotels Chennai

(Starwood Property Group of Marriott) India - Feb 2017 - Sep 2017 EDUCATIONAL BACKGROUND:

SRM University India -2016 - 2017

Craftsmanship Course in Hospitality and Front Office

CSI Higher Sec School, India. 2012/2014

Languages and Computer Skills:

English- Speak, Read, Write.

Hindi – Speak.

Arabic- Speak Work Level.

Malayalam/Tamil – Speak.

Professional Computer with - OPERA PMS / IDS / EXTRA NET / MICROS / M.S Office.


Training at Aloft Hotels, Chennai as Industrial Trainee for 4 Months in Front Office Department. (Feb 2017 - May 2017)

Internship at Hotel Clarks Shiraz, Agra as Industrial Trainee for 2 Months in Front Office Department. ( Nov 2016 - Jan 2017 )


I hereby declare that the information furnished above is true to the best of my knowledge.

M. Mohamed Munaff

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