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| Position wanted: |
Hospitality |
| Job category: |
Customer ServiceHospitalityHotel Industry |
| Preferred Location: |
Tanzania |
| Preferred City-State/County: |
Dar es Salaam |
| Objective and Resume Summary: |
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To utilize skills acquired in the Hospitality & Customer Service industry to make significant value addition and drive the company to newer levels of customer satisfaction and retention.
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| Skills: |
MS word, Internet, Micros, Opera |
| Known languages (and levels): |
English-Very GoodArabic-A littleHindi-Very GoodOther: Gujrati & Urdu
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| Type of Employment wanted: |
Full Time
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| Minimum Yearly Salary in Numbers: |
Unspecified
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| Current Location: |
Oman, Muscat |
| Education History, Qualifications & other additional information: |
| Level of Education: |
College
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CFDM Certification from AH&LA 2008. ( Certified Front Desk Manager )
Completed International Hotel Management program in International Hotel Business Strategies from American Hotel & Motel Association, Houston TX. (2003)
Diploma in Hotel Management from Cambridge Tutorial Collage, Jersey UK. (1995)
Certificate in Hotel & Restaurant Management from Regional Occupational Programs, Anaheim CA. (1994)
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| Work History & Experience: |
| Years of Work Experience: |
10 to 15 Years |
Front Office/ Duty/ Priority Service and Billing Manager.
May 2007- June2008 Peabody Hotel, Memphis, TN
Supervising Front Office operations.
Managing all hotel operations in absence of the Director of Rooms.
Oversee guest billing inquiries.
Responsible for Reservations & VIP’s.
National Account Manager.
February 2005–March 2007 Compcierge USA, Silver Spring, MD
Managed 300 clients nationwide as National Account Manager for the company’s guest service software.
Assistant Front Office Manager.
March 2004–February 2005 Houstonian Hotel, Club & Spa, Houston, TX
Managed the front office in the absence of a regular front office manager.
Developed programs to decrease the turnaround times of valet and bell desk functions at peak times.
Front Desk Manager.
April 2003–March 2004 Hyatt Regency, Houston, TX
Increased employee morale and decreased attrition by 35% by making the scheduling process transparent, thereby projecting an image of fairness and initiating other employee satisfaction programs.
Instrumental in improving training programs to increase staff efficiency and reduce wait time for customers.
Coupled employee satisfaction programs with stricter policy enforcements to significantly improve employee attendance.
“At Your Service” Program Supervisor.
April 2002 – April 2003 Sunstone Hotels (Marriott Greenspoint), Houston, TX
Successfully managed the implementation a new corporate program “At Your Service” which made the hotel the first among all Marriott properties in the south central region to complete the implementation.
Coordinated the inter-department communications and training involving housekeeping, engineering, guest services, and F&B to enable successful implementation of “At your service” program.
Front Desk Supervisor.
July 1998 –April 2002 Marriott International, Bethesda, MD
Assisted in defining and implementing the test run of “At your service” which was then recommended by corporate advisors to Marriott properties around the world.
Assigned to Marriott Philadelphia to aid the property in the implementation of “At Your Service” program.
Administrative Officer.
January 1996 -January 1997 Al Bustan Palace, Muscat, Oman
Managed lead generation and improved processes in place for quicker follow up and sale.
4). Responsibilities. 2007-2008 Peabody Hotel, Memphis, TN
All activities at the front desk including payroll, training, scheduling and general relationship management of employees.
Guest and employee relations.
To maintain a smooth operation throughout the hotel.
Deal with all department and guest queries.
Responsible for Reservations department, VIP’s & guest billing.
2005 – 2007 Compcierge USA, Silver Spring, MD
Total responsibility for training, issue resolution, pre-sales support, features, usability, etc.
2004 – 2005 Houstonian Hotel, Club & Spar, Houston, TX
Assist the front office manager in all duties and act as front office manager during his absence.
Responsible for all activities of front desk including payroll, training, scheduling and general relationship management of employees.
Responsible for guest satisfaction and retention.
2003 – 2004 Hyatt Regency, Houston, TX
Managed 17 employees including 2 supervisors and 15 desk agents.
Responsible for training, scheduling, and general relationship management of employees.
Responsible for guest satisfaction and retention.
2002 - 2003 Sunstone Hotels (Marriott Greens Point), Houston, TX
Responsible for implementation the program which involved maintaining a one-stop shop for guest calls to all departments within the hotel.
Responsible for coordination and cross-training of employees on different departments including housekeeping, engineering, room service, guest services and front desk.
1998 - 2002 Marriott International, Bethesda, MD
Supervise staff of 6 agents per shift.
Responsible for coordination of daily duties including scheduling and briefing of front desk agents and management of concierge and transportation desks.
Responsible for welcome calls to VIP guests.
Responsible for management of business centre
Primary responsibility of ensuring guest satisfaction.
Managing break time of front desk agents by temporarily taking over check-ins and check-outs.
Performed the duties of Night Auditor.
1996 - 1997 Al Bustan Palace, Muscat, Oman
Worked as Sales agent for frequent guest cards.
Assisted the management of lead generation and data entry for sales.
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