Front office Supervisor
Resume:
MUFEED UR RAHMAN
Career Overview
- Indian Nationality
******.********@*****.***
Hardcore and enthusiastic Hospitality Professional with experience of more than 3 years in Front Office. Currently working as Senior Cluster Front Desk Agent and Acting Supervisor in IHG Doha, who can handle the guests issues with ease and providing instant solutions. Ready to take on the new challenge which can enhance my career.
Acting Work Supervisor/ Experience Senior Cluster Front Desk Agent Crowne Plaza Holiday Inn Doha - The Business Park
685 Keys.
Intercontinental Hotel Group
August 2018 - Present
Doha, Qatar
• Provide all guests (including groups) with a friendly, accurate and efficient check-in/check –out process while following the company’s policies and procedures.
• Assist guest services agents in all reception tasks.
• Supervises Guest Experience Specialist at Front Desk for the purpose of completion of duties, performance up to standards and giving direction and decision making.
• Assist in VIP’s arrival departure in absence of guest relation officers.
• Assists Duty Manager with overall operations of Front Desk, and assumes responsibility for completion of shift work up to standards and according to established procedures.
• Order, Track and Manage the department’s Store Inventory.
• Making decisions and taking appropriate action in regards to problems and conflicts in the hotel.
• I am responsible for leading and motivating the team for achieving the targets of enrollments and upselling.
• Resolve guest issues and also handles special requests to ensure the satisfaction of the guests.
• Ensure reservations are taken correctly by the team.
• Campaigned to upsell rooms where ever possible to maximize hotel revenue.
• Anticipate guest needs and provide information regarding rooms, restaurants, entertainment and other activities.
• Provided total guest satisfaction through teamwork, personal attention and taking ownership when issues arise.
• Balanced guest, city, and advance ledgers and prepared credit card and cash deposits.
• Ensured guest requests are met, billing instructions are followed, and valid method of payment established.
• Promoted the guest rewards program and provided recognition and benefits to all present members.
Confirming the arrivals and departures of the customers and keeping a track of how many keys have been released for each customer. Front Desk Associate
Radisson Blu Plaza Hotel, 151 Keys.
Radisson Hotel Group
May 2017 - Jul 2018
Mysore, India
Acknowledge and welcome guests as soon as guest approaches the Front desk.
Assists guests in completing registration form, reviewing entries to ensure important details are included.
Opera
Microsoft Office
QMS
FBM
IDS
English : Fluently (Writing
Speaking & Reading)
Hindi : Fluently (Writing
Speaking & Reading)
Kannada: Fluently (Speaking &
Reading)
CIVIL STATUS
CONTACT INFO
Doha, Qatar
LANGUAGE
DATA PROCESSING
CENTRES OF INTEREST
-Travel and Explore
-Cooking
-Swimming
Core Strengths
Top notch skills of upselling and
enrolling.
Team Motivation, Leadership,
Customer service attitude, account
management, Team Spirit, Team
Player.
Works well under extreme pressure.
Focus on results and profitability
Strong physical capabilities
Friendly and positive customer
satisfaction
Fast learner who has the ability to
achieve rapid comfort level in new
environment.
Ability to handle multiple tasks
effectively and efficiently
Effectively coordinating all the departments including the management, accounts, housekeeping, and catering.
Resolving any problem regarding the customer accommodation and trying to resolve it before engaging a manager for assistance.
Room allocation and room checking.
Create & Produce reports as required.
Ensure that all accounting transaction and cash handling procedures are in compliance.
Monitoring the delivery and measurement of Guest service consistent with service standards.
Created a work environment that promotes team work.
Reserve, Register and assign rooms to guests.
Working Knowledge of Night auditing.
Checking the V.I.P rooms for their arrivals and standards.
Ensures smooth registration of guests by communicating arrival time and details to all individuals concerned.
Responsible for welcoming guests and keeping apprised of services and amenities to accommodate guests in an effective manner.
Coordinates with the guest and responds to their inquiries.
Perform responsibilities like check-ins/check-outs & Telephone Operator.
Take payments and post accurately to guest accounts.
Communicate with other departments in a friendly and professional manner.
Respond to the guest's calls for room service, special service, emergency service and other queries.
Handled the responsibilities of ensuring that all the queries and complaints of guests are promptly attended. On-Job Trainee
Radisson Blu Plaza Hotel,151 Keys.
Radisson Hotel Group
Nov 2016 - Apr 2017
Mysore,India
Trained in all the Major Departments of the Hotel i.e, Front Office, Housekeeping, FnB Production and FnB Service. Acknowledge and welcome guests as soon as guest approaches the Front desk.
Assists guests in completing registration form, reviewing entries to ensure important details are included.
Direct guests to appropriate lifts and coordinates with Concierge staff to bring guest's baggage to the room.
Ensures smooth registration of guests by communicating arrival time and details to all individuals concerned.
Responsible for welcoming guests and keeping apprised of services and amenities to accommodate guests in an effective manner.
Coordinates with the guest and responds to their inquiries.
Perform responsibilities like check-ins/check-outs & Telephone Operator.
Respond to the guest's calls for room service, special service, emergency service and other queries.
Handled the responsibilities of ensuring that all the queries and complaints of guests are promptly attended. Educational background
2013 - 2016
Bachelor in Hotel Management
Vidya Vikas Institute of Hotel Management and Catering Technology, Mysore, India. 2011 - 2013
Pre University Education
St. Philomena's Pre University College, Mysore, India. 2009 - 2011
CBSE
Baden Powell Public School, Mysore, India.
Achievements
Have successfully completed training under Night Manager for Night Audit Process and have solely handled the shift.
Have conducted trainings and successfully trained new and the existing colleagues.
Top IHG Rewards Club Enroller for Crowne Plaza Doha - The Business Park - 2019.
Top Upseller for Crowne Plaza Doha - The Business Park - 2019.
Won Hero of the Month - Oct 2019 (Crowne Plaza Doha - The Business Park).
Held Top Upselling streak of 9 months.
Was nominated for the Hero of the Month - May 2019 (IHG).
Increased the Medallia Score (Guest Love) by an average of 3.11% for Holiday Inn Doha-The Business Park in 2018.
Increased the Medallia Score (Guest Love) by an average of 9.76% and Loyalty Recognition by 13.57% for Crowne Plaza Doha-The Business Park in 2019.
Set the Benchmark of Upselling in Holiday Inn Doha - The Business Park - 2019.
3rd Top IHG Rewards Club Enroller in Holiday Inn Doha - The Business Park - 2018.
Was nominated for the Star Employee of the Month - July 2017 in Radisson Hotel Group.
Have been continuously receiving positive comments on Medallia and Tripadvisor.
Have completed 6 Months Industrial Training in Radisson Blu Plaza Hotel, Mysore from Nov 2016 -Apr 2017.
References
Mr. Alberto Saadeh
*******.******@*****.***
Mr. Javed Akhtar
*****.*******@***.***
Mr. Azaz Shaikh
****.******@***.***
Date : 06.08.2020
Place : Doha,Qatar
(Mufeed Ur Rahman)
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