Muhammad Zeeshan
Guest Services Executive
Dubai
Summary of Career
1. To assist the Reception Management Team in supervising the Front Desk (Reception) operation and communication.
2. To set a high example to colleagues in terms of punctuality, appearance, performance, attitude, leadership, guest relations, observance of the house rules, loyalty to the management and interdepartmental co-operation.
3. Ensure that all current promotional and or activity information is communicated to the team. Sell rooms to prospective guests arriving without reservations, ensuring that the maximum revenue is reached without losing the sale.
4. Conduct and assist with private group check in s.
5. Prepare group pre-registration as directed by the Front Office Assistant Manager.
6. Handle general inquires received at the Front Desk, either from in house guests or from non-residents.
7. Check the details of completed registration cards against those in the property management system to ensure that this has been updated correctly and that a payment method has been secured,
8. To ensure that rooms are allocated by the GSE’s according to the guest’s requests.
9. Communicate on daily basis with Housekeeping in regards of Room Moves, Twin-2-Double rooms, OO/OS rooms.
10. Focus on maintaining efficient resolution and performance expectations while delivering optimal guest service levels.
Experience as Guest Services Executive
Jumeirah Al Naseem
05 December 2016
29 May 2019
To assist the Reception Management Team in supervising the Front Desk (Reception) operation and communication.
To set a high example to colleagues in terms of punctuality, appearance, performance, attitude, leadership, guest relations, observance of the house rules, loyalty to the management and interdepartmental co-operation.
Ensure that all current promotional and or activity information is communicated to the team.
Sell rooms to prospective guests arriving without reservations, ensuring that the maximum revenue is reached without losing the sale.
Conduct and assist with private group check in s.
Prepare group pre-registration as directed by the Front Office Assistant Manager.
Handle general inquires received at the Front Desk, either from in house guests or from non-residents.
Check the details of completed registration cards against those in the property management system to ensure that this has been updated correctly and that a payment method has been secured,
To ensure that rooms are allocated by the GSE’s according to the guest’s requests.
Communicate on daily basis with Housekeeping in regards of Room Moves, Twin-2-Double rooms, OO/OS rooms.
Experience as Front Desk Agent
Beach Rotana Abu Dhabi
23 March 2014
05 November 2016
Maintain an up to date knowledge of the Hotel and local services and communicate this to subordinates so they can supply information and respond to Guest queries.
Maintain an awareness of Guest profiles through Opera Guest profile system.
Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers or other departments
Deal with any complaints, act where appropriate and communicate this to the Front Office Manager and immediate Supervisors
Provide prompt, courteous and efficient service to all guests, to achieve a high level of customer satisfaction through personalised service from arrival till departure.
Experience as Guest Service Agent
Mövenpick Hotel Karachi
12 April 2012
15 March 2014
Focus on maintaining efficient resolution and performance expectations while delivering optimal guest service levels.
Process arrival, reschedule, cancellation and refund requests within departmental guidelines.
Identify escalated guest issues that require management intervention or action.
Provide guest feedback to department leaders that inform of trends or guest comments that surface as areas of concern or have potential for improvement.
Document all conversations by inserting notes into the customer data base in a thorough and timely manner.
Dealing directly with guests either by telephone, electronically or face to face.
Perform accurate check-ins and check-outs of guests.
Engage each guest as a unique individual and listen attentively to their requests.
Perform accurate check-ins and check-outs of guests daily.
Post all charges to the room folios as soon as they are received
Make reservations over the phone and in person.
Run daily reports to check reservations for accuracy and identify any special requests.
Anticipate and address guest’s service needs.
Listen to guest’s complaints or concerns and resolve their issue in a timely manner.
Promote a safe working environment.
Experience as Customer Service Representative
Warid Telecom PVT LTD
11 December 2009
07 October 2011
To handle all customers in accordance with the established customer Handling standards and SOP's.
To remain apprised on all current policies, procedures, promotions, products and value-added services offered by the company.
Ensure proper behavior/discipline/grooming/punctuality as per the requirements and image of the company.
Identify, research, and resolve customer issues using the computer system.
Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/department.
Document all conversations by inserting notes into the customer data base in a thorough and timely manner.
Bachelor 01 February 2014
Bachelor in Commerce from University of KarachiMaster 01 March 2012
Master in Hotel Management Specialist in Room Division from Pakistan Institute of Tourism & Hotel Management