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Customer Service Front Office

Sharjah, Sharjah Emirate, United Arab Emirates
May 15, 2020

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Seeking to put excellent leadership, management and customer service experience

to use in a professional setting.

January 2018 to


(Reservation &

Revenue Manager)

Reflections Hotel LLC

4* Jadaf


July 2016 to Dec. 2017

(Sr. Reservation


Al Khoory Atrium

Hotel Al Barsha., 4*

Dubai. U.A.E

March 2014 to October


(Senior Reservations


Samaya Hotel Deira.

Hotel, 5* Dubai. U.A.E

November 2011 to

March 2014



Al Habtoor -

Metropolitan Deira

Hotel, 4* Dubai. U.A.E

Developed and implemented new company guidelines to store communications / LPO’s that save unnecessary printing at the same time providing easy access to the Front Office.

Greatly improved relations with sales team by being proactive in credit and collections management resulting in zero guest complaints due to credit holds

Developed weekly schedule for reservation agents

Served as the primary, on-site company representative to address guests' concerns and resolve issues with the service experience, bookings and customer satisfaction.

Analyzed Star Report, Market Vision, historical data and citywide events to maximize occupancy, ADR and RevPar.

Lead, mentored and developed a team of Reservation agents and supervisors

Represented the company at consumer trade shows and travel trade events.

In Charge of Revenue for the hotel, marketing Plans and End of Month Reporting

Managed and distributed rates, promotions and inventory flawlessly across all channels via Channel Manager (Rate Tiger) and OTA Extranets

Successfully managed cross-functional team through several system modifications and increased workload without additional staff by continuously re-evaluating processes while keeping the spirit alive and the staff smiling

Identify Top Producing Accounts ensure proper recognition.

Ensure special handling of repeats guest and VIP guest.

Implemented strategies for sales and revenue, which helped in revenue growth

Audited reservations to ensure complete and accurate information

Follows up on tentative bookings and update reservation status

Reviews no-show and cancelled reservations and processes charges according to contract

Flawlessly implemented a successful reservation system in addition to performing daily management responsibilities.

Gnei Farah Latiff

Asst. Reservation & Revenue Manager

055 – 1874430 /

Career Objective

Career Summary: 9 Years total experience in U.A.E

March 2015 to July 2016

(Receptionist cum



Gulliver’s Travel Agent

Global Travel Services

Act as the first point of contact in the department and provide excellent customer service to all visitors and guests. Responsible for screening telephone calls, enquiries and requests and redirecting calls as appropriate and take adequate messages when required.

Provide support and assistance to the department in any administrative and coordination tasks as and when required.

Arranging for meetings and blocking meeting rooms accordingly

Monitoring office / pantry supplies in a weekly basis and maintaining the supplies amount accordingly by ordering stocks from the supplier as well as checking the stocks upon receiving and preparing LPO for the same.

Booking Airline ticket and preparing LPO accordingly.

Opera PMS

Proficiency in Microsoft Office applications and excel spreadsheets.

IDS (Fortune Next V6.5)

Successfully Completed the G.C.E. (O/L) Examination 2006 at Muslim Ladies College, Colombo -04

Successfully Completed the G.C.E. (A/L) Examination in Arts Stream 2009.

Fluent in English, Sinhala, Malay / Basic knowledge in Hindi & Tamil / Arabic (Basic - Read)

Employee of the Month of April in Al Khoory Atrium Hotel 2017

Star of the year for the front office Department at Al Habtoor - Metropolitan Deira Hotel for the Year of 2013.

Being promoted from Telephone Operator to Reservation Agent to Reservation Supervisor at Metropolitan Deira Hotel.

Followed and successfully completed "ICDL Course" (International Computer Driving License) at Gateway International Institute with "HONOURS"

Runners up for HOD of the year 2018 at Reflections Hotel. I hereby certify the above details furnished by me are true and accurate to the best of my knowledge and belief. If given an opportunity to work in your company, I assure you that I would work to the entire satisfaction of my superiors.



Achievements & Certifications:

Technical Expertise:

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