Hotel Management Customer Service
Resume:
FAZAL AHMAD
***********@*****.***
SKILLS
LANGUAGE
Intermediate (Arts)
Hotel Management
BISE, Gujranwala
2006
CERTIFICATIONS & TRAININGS
Extensive Hospitality Experience
Strong Leadership Skills
Customer Service Excellence
Attention to Detail
Crisis Management
English
Urdu
Experienced hotel management professional with a Bachelor’s in Hotel Management and 12+ years at Pearl Continental Lahore. Starting as a Reservation Officer, I advanced to Housekeeping Supervisor and now Security Supervisor, where I ensure safety and quality service. Skilled in team leadership, guest relations, and operational excellence, I am committed to enhancing the guest experience.
About Me
WORK EXPERIENCE
Security Supervisor
Dec 2013 - present
Pearl Continental, Lahore
Maintain a secure environment for guests and staff, with protocols for incident prevention and emergency response.
Oversee and train security staff to ensure adherence to hotel standards. Regularly check CCTV and security systems for any suspicious activities. Coordinate with local law enforcement for prompt response and regulatory compliance.
Reservation Officer
May 2012 - May 2013
Housekeeping Supervisor
May 2013 - Oct 2013
Pearl Continental
Ensure all guest rooms and public areas meet the hotel’s high standards for cleanliness and presentation.
Manage, train, and schedule housekeeping staff to maximize efficiency and service quality.
Oversee inventory, ensuring timely stocking and usage of cleaning supplies and linens.
Conduct regular inspections of rooms and facilities to identify maintenance needs and uphold quality standards.
Pearl Continental
Managed hotel reservation systems, ensuring accurate bookings, updates, cancellations, and special requests, including for VIP and group guests. Communicated with guests via phone and email, providing information on room availability, pricing, services, and promotions.
Coordinated with housekeeping, front desk, and other departments to deliver smooth, personalized guest experiences.
Handled guest inquiries, billing, and complaints professionally while promoting upselling opportunities to enhance satisfaction and revenue. ITHM College
BISE, Gujranwala
Matriculation (Science)
1998
EDUCATION
Civil Defense Course – 2014
Firefighting Training – Pearl
Continental Hotel, Jan 2015
Bomb Disposal Training –
Bomb Disposal Unit, Lahore
IT Refresher Courses – Multiple
Institutions (MS Office, Internet
Use, InPage)
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