Front Office Manager

Tabish Nisar

Contact: +974-********

**************@*****.***

Front Office Manager

A BRIEF OVERVIEW

CORE COMPETENCIES

An astute & multi-tasking leader with around 16 years of qualitative experience in formulating strategic plans and handling operations across various Hotels.

Strong business acumen in executing wide range of sales & marketing strategies, increasing revenues and profitability for the products and services of the Hotel.

Proficiency in devising and implementing optimum strategies toenhance quality standards of the department and Guest Servicing etc.

Profound sensitivity to multi-national cultures & consumer behavior with skills in interacting with customers from differentnationalities as well as meeting their requirements.

Adept at maintaining service standards / operational policies, planning, and implementing effective control measures to reduce running costs of the department.

Developed competency in establishing a performance- driven culture and training juniors for achieving business excellence.

Excellent communication, inter-personal, relationship management and problem-solving skills.

Business Development

Developing periodic business plans and strategies in coordination with plans of organization.

Planning individual / team assignments to achieve the preset goals within quality & cost parameters.

Formulating long-term / short-term strategic plans to enhance profitability & revenue. Operations Management

Handling Front Office operations, Groups, conference & marriages and coordinating with guestsfor resolving their concerns / needs.

Handling reservations and OTAs, maintaining rate parity and variance to get higher volume ofbusiness as part of a Revenue Management.

Supervising entire Front Office operations- Check-ins, Check outs, room blocking, formulating & implementing department’s standard operating procedures. Inventory Management

Forecasting, planning and updating rooms inventory on all OTAs.

Controlling room inventory on portals as per the availability to maximize the occupancy level.

Monitoring the staffing levels of the department- reception, reservations, bell desk and valet, ensuring that

all the staff of the department adheres to department’s operational strategies. Customer Relationship Management

Ensuring customer satisfaction by achieving delivery of service quality norms by interacting with clients, handling guest requests, and resolving complaints to the guest satisfaction. Pre-Opening

Strategic Planning

Profit Centre Operations

Sales & Marketing

Business Development

New Establishments

Rooms Division Operations

Budgeting & Cost Control

Process / Product Enhancements

Quality Control

Guest Relationship Management

Inspections & Compliances

Liaising & Coordination

Health, Hygiene & Safety

People Management

Executing policies & procedures in the operating systems to achieve greater customer delight.

Delivering high-value services for exalting client satisfaction levels. Team Management

Overseeing staff training, making duty rosters and setting objectives for entire team.

Monitoring the performance of Team Leaders/ Assistant Team Leaders and conceptualizing need-basedtraining programs for their overall career development.

Conducting practical & theoretical training programs to enhance skills and motivational levels. ORGANIZATIONAL EXPERIENCE

Gloria Hotel & Suites, Doha.

Front Office Manager Apr 2022 till May 2023

167 Keys, 03 F&B Outlet, 02 Banqueting facilities, Swimming Pool, Gym Spa. Highlights

Pre-opening.

Department set up.

Staffing, training, branding collateral and printing stationary.

SOPs, Forms, and formats, policies and procedures.

PMS installation and setup-room configuration and inventory, Revenue codes, training, predefined formats, and interface.

Channel manager set up, interface, and mapping.

OTA configuration and set up.

QTA inspection and classification.

Sales and contracting.

Revenue management.

Appraising customer satisfaction surveys and recommending appropriate measures for serviceenhancement.

Making room revenue budget, operating budget for the department.

reports and keeping track of the competitor’s occupancy and ARR on a daily basis.

Handling and Supervising Housekeeping operations in the absence of Housekeeper.

Sales call and follow ups of business in the pipeline and ensuring the materialization. Grand Regal, Doha.

Front Office Manager Jul 2018 to Mar 2022

215 Keys, 04 F&B Outlet, 01 Banqueting Venue, Swimming Pool, Gym & Spa. Highlights

Managing hotel operations as acting GM in the absence of General Manager.

Ultimate responsibility for overall satisfaction and achievement of the hotel’s goals.

Appraising customer satisfaction surveys and recommending appropriate measures for serviceenhancement.

Making room revenue budget, operating budget for the department.

Handling OTAs and maintaining Rates parity and variance to get higher volume of Business as part of aRevenue Management.

Handling and Supervising Housekeeping Dept operations in the absence of Housekeeper.

Sales call and follow ups of business in the pipeline and ensuring the materialization.

Preparing market analysis reports and keeping track of the competitor’s occupancy and ARR daily. Golden Tulip, Lucknow

Front Office Manager Oct 2013 to Jul 2018

115 Keys, 04 F & B Outlet, 05 Banqueting Venue, Swimming Pool, Gym & Spa. Highlights

managing hotel operations as acting GM in the absence of General Manager.

Ultimate responsibility for overall satisfaction and achievement of the hotel’s goals.

Appraising customer satisfaction surveys and recommending appropriate measures for serviceenhancement.

Making room revenue budget, operating budget for the department.

Handling OTAs and maintaining Rates parity and variance to get higher volume of Business as part of aRevenue Management.

Preparing market analysis report and keeping track on the competitor’s occupancy and ARR on daily basis.

Smooth coordination Delhi Sales Offices and Corporate office for room rate and availability.

Handling and Supervising House Keeping Dept operations in the absence of House Keeper.

Sales call and follow ups of business in pipeline and ensuring the materialization.

Inviting bookers and entertaining them, arranging PR party after every 3 months.

Constantly maintain PR and liaison with CVGR companies, Travel Agents and other sources of business byvisiting their booker regularly for feedback and ensuring repeat business. Express Sarovar Portico

Front Office Manager Aug 2009 to Sept 2013

70 Keys, 02 F & B Outlet, 05 Banqueting Venue, Lush Green Spacious Lawn, Gym. Highlights

Pre-opening team member.

Implementation of Front Office SOPs and Set up of IT and Telephones.

Maximizing room revenue, occupancy levels at high guest satisfaction levels through increased efficiencyand systematic handling.

Business forecasting for near future and further planning.

Managing issues pertaining to guest’s complaints and ensuring prompt & effective resolution of the same.

Constant training & briefing of staff for better co-ordination to achieve higher guest satisfaction level.

Managing, Planning, and motivating front office team to achieve the target.

Checking and controlling credit limits.

Compiling various MIS reports, tracking of market segment and statements.

Ensuring all guests c/in and c/out formalities quickly and smoothly. Holiday Inn Agra

The Golkonda Hyderabad

Duty Manager

144 Keys, 04 F & B Outlet, 03 Banqueting Venue, Swimming Pool & Gym. Highlights

Ensuring all check-in and check-out smoothly and quickly.

Blocking and checking rooms assigned for VIPs.

Escorting VIP guests to the room.

Oct 2007 to Jul 2009

Managing issues pertaining to guest’s complaints and ensuring prompt & effective resolution of the same.

Meeting with every guest at check-out and taking their feedbacks.

Maintaining guest feedback register for General Manager

Taking staff briefings and training.

Handling groups and VIPs.

Attaining morning meeting in the absence of Front Office Manager. Courtesy/welcome calling to the guests soon after check-in. _

Ramada by Wyndham Khajuraho

Reservations & Sales Manager

90 Keys, 03 F & B Outlet, 02 Banqueting Venue, Swimming Pool, Health Club & Spa Highlights

Handling group and FITs reservations.

Coordination with Delhi office for rates and rooms availability.

Updating reservation files after any cancellation or amendment.

Coordination with other departments for group movement.

Preparing group movement reports.

Maintaining cancellation and materialization report for GM.

Meeting with corporate & travel agents during sales calls. Dec 2006 to Sept 2007

Co-ordinating with key accounts of the hotel like agents/corporate/event organizers/airlines to maintainconstant productivity.

Jan 2004 to Nov 2006

Front Office Supervisor

148 Keys, 05 F & B Outlet, 04 Banqueting Venue, Swimming Pool, Health Club & Spa Highlights

Guest check-ins and check-outs.

Room blocking for FITs, Groups and VIPs.

Cashiering.

Handling foreign currency.

Handling reservations.

Maintaining Arrival and Departure register shift wise.

Maintaining C-forms for foreign nations and ensuring their delivery to FRO.

Guest interaction and maintaining guest feedback register.

Subordinates grooming and hygiene checking.

PROFESSIONAL ENHANCEMENTS

Six months Industrial Training from Jun 2002 to Nov 2002 in the Taj Palace Hotel (Group of Taj Hotels)New Delhi.

Deputed as acting General Manager at Sarovar Portico Manali for 15 days.

Participation in the Manager Excellence training program by Mr. Prem Kumar GM training Sarovar Hotels.

Participation in the Revenue Management and Dynamic Pricing program lectured by Prof. GautamDutta IIM Ahmedabad.

Opted as Department Trainer for Front Office in the Golkonda Hyderabad. ACADEMICS

Post Graduate diploma in Accommodation, Operation and Management from FCI Aligarh in 2002.

Master Of Public Administration from Aligarh Muslim University in 2001. COMPUTER PROFICIENCY

Well versed with MS Office, Micros, IDS, Windows XP / Vista & Internet Applications. PERSONAL DETAILS

Nationality Indian

Languages Known English, Hindi, Urdu

Marital Status Married

No. of Dependents 3

Permanent Address Sir Syed Nagar, Aligarh U.P. INDIA 202002.

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