HAZARI MOHAMMED SHAHID HUSSAIN
Neom City,Kingdom of Saudi Arabia
Summary
Result driven professional having around 18 years & above of experience as a RDM, Front Office Manager, Duty Manager/ Front Office Supervisor / Front Office Executive / Front Office Assistant / Public Relation Officer / Housekeeping Supervisor in Hospitality Industry with strong skills in guest service, Hotel operations, Customer retention and Supervision. Experience in consistently meeting company standards and customer needs, thereby ensuring profitability, quality and excellent customer service. Thorough familiarity with Safety & Environmental policies and procedures with an ability to proficiently carry out the same; highly effective with problem solving skills & risk assessment; handling customer grievances efficiently. Delegate authority & responsibilities to subordinates without relinquish & ultimately responsible for operations. Execution of front desk selling strategies through up selling, bucket checks, and income auditing. Ability to display a warm and hospitable attitude at all times, even when dealing with intoxicated guests, irate customers and insubordinate staff. Co-operate with three major departments like housekeeping about rooms / F&B / finance about corporate bills & cashiering and budgeting system.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Resident Manager (Housing)
Nesma United
Neom, Saudi Arabia
04.2022 - Current
- Responsible for the daily operation of the hotel, managing and directing personnel, maintaining guest satisfaction, ensuring safety practices, and complying with regulations.
- Creates an operating environment that assures consistent guest satisfaction.
- Maintains product and service quality standards by conducting on going evaluation, investigating complaints and
initiates corrective action. - Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business
plan. - Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and
security procedures. - Establishes and maintains applicable preventive maintenance programs to protect the physical assets of the hotel.
- Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance
with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority. - Deals with the general public, customers, employees and government officials with tact and courtesy.
- Plans and organizes the work of others.
- Provide guidance to staff/guests in emergency situations in accordance with company policies & procedures.
- Oversee its maintenance and budget, train employees, and assist and address issues that arrive at the site.
Front Office Manager
The Fern Hotels & Resorts
Karad, India
03.2019 - 04.2022
- Delivered excellent customer service, managed hotel reception area, handled reservations, conducted training, and ensured customer care.
- Deal with all enquiries in a professional and courteous manner, in person, on telephone or via e-mail; Carry out instructions given by the management team & head office.
- Administer all reservations, cancellations and no-shows, in line with company policy.
- Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing room sales opportunities.
- Conducting training within the department, Sop’s to be used, updated and signed off on a regular basis.
- Yield/Revenue Management - Preparing for Yield meetings with upcoming monthly figures - Managing websites, ensuring all dates are closed out when applicable - Ensuring the hotel is visible on websites.
- Forecasting on budget for coming months.
- Ensuring that customer care is a number one priority for the reception team.
- Supervise working of all team members and ensure achievement of all front office objectives according to quality standards.
- Reviews and completes credit limit report.
- Monitor all guest ratings and comments for hotels and evaluate same to improve all services.
- Managing and overseeing that all accounting procedures are being adhered to.
- Utilize the techniques of up selling and suggestive selling to maximize occupancy revenues.
- Responsible for managing and controlling overbooking situations.
- Maintain Close Rapport with in House Clients and Local Companies/ OTAS & Corporate accounts.
- Ensuring that customer comment card targets are reached on a monthly basis within the department.
- Review group arrivals for the day, attend Shift brief and communicate group information to the shift.
- Present basic information of the day and ensure 15-minute training takes place.
- Escort arriving guests to their room and be able to explain and promote all hotel services.
- Continually strive for new thoughts and ideas to improve the front office and other operational areas.
- Share my ideas with the Management and provide plans and actions to achieve them.
- Hire and train new staff especially front office and associates in all hotel policies and procedures and everyday activities.
- Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety.
- Conduct regular security checks throughout the day and report any security issues to line manager;
- Provide reports, as required, for housekeepers and management.
- Report any maintenance issues immediately to line manager, including all furniture, fittings and equipment.
- Responsible for evacuation, in cases of emergency, acting as first point of contact for guests & emergency services.
Asst. Front Office Mgr.
The Palm Exotica Boutique Resort & Spa
Hyderabad, India
11.2018 - 03.2019
- Assisted in front office management, dealt with enquiries, administered reservations, and kept up to date with promotions and pricing.
- Improved quality of service, ensuring current staff knowledge of hotel products, services and policies at all times.
- Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.
- Ensured efficient check-in and check-out process, reducing waiting times by on average [3 to 5] minutes per guest.
- Ensured efficient check-in and check-out process, reducing waiting times by on average [5] minutes per guest.
- Planned and delivered guest engagement programmes that led to [30]% increase in guest satisfaction levels.
- Supported smooth and efficient running of front-of-house operations, supervising [4] front office staff.
- Implemented dynamic pricing strategies to optimize room rates based on demand fluctuations, special events, and seasonal trends.
- Implementing retention strategies that foster a positive work culture, recognize and reward achievements, and provide opportunities for all the employees.
Guest Service Executive / Duty Manager
Jumeirah Meissilah Beach Hotel & Spa
Kuwait, Kuwait
07.2014 - 10.2018
- Handled duty management responsibilities, executed front desk selling strategies, and ensured customer satisfaction.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Responded to guest concerns with speed and knowledge, delivering professional, personalized service.
- Handled guest complaints to protect brand reputation in respective manner.
- Met health and safety guidelines to maintain compliant working environments.
- Maintained cash floats and handled with safe and secure manner by following with the company policy and procedures.
- Enforced health and safety procedures to prioritize staff and customer wellbeing.
- Managed guest service interactions, addressing concerns and preserving positive experiences.
- Conducted staff appraisals and evaluations, fostering continuous improvement and development.
- Coordinated marketing initiatives, contributing to increased patronage and revenue.
- Executed emergency response protocols for safe, secure and compliant environment.
- Coordinated staff training sessions, enhancing team competencies and service standards.
- Directed staff schedules and rosters, optimising workforce efficiency.
- Facilitated team meetings, promoting open communication and collaboration.
- Recruited and onboarded new staff to meet performance standards.
- Monitored and enforced compliance with company policies and procedures.
Duty Manager
Noorya Hometel-A Sarovar Hotel
Pune, India
01.2014 - 06.2014
- Managed duty operations, coordinated with departments, and handled customer grievances.
- Handled duty management responsibilities, executed front desk selling strategies, and ensured customer satisfaction.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Responded to guest concerns with speed and knowledge, delivering professional, personalized service.
- Handled guest complaints to protect brand reputation in respective manner.
- Met health and safety guidelines to maintain compliant working environments.
- Maintained cash floats and handled with safe and secure manner by following with the company policy and procedures.
- Enforced health and safety procedures to prioritize staff and customer wellbeing.
- Managed guest service interactions, addressing concerns and preserving positive experiences.
- Conducted staff appraisals and evaluations, fostering continuous improvement and development.
- Coordinated marketing initiatives, contributing to increased patronage and revenue.
- Executed emergency response protocols for safe, secure and compliant environment.
- Coordinated staff training sessions, enhancing team competencies and service standards.
- Directed staff schedules and rosters, optimizing workforce efficiency.
- Facilitated team meetings, promoting open communication and collaboration.
- Recruited and onboarded new staff to meet performance standards.
- Monitored and enforced compliance with company policies and procedures.
Front Office Executive
Hotel Royal Orchid Central
Pune, India
06.2012 - 12.2013
- Handled front office operations and provided guest services.
- Deliver excellent customer service & assist in keeping hotel reception area clean & tidy, at all times.
- Deal with all enquiries in a professional and courteous manner, in person, on telephone or via e-mail;
- Always carry out instructions given by the management team & head office.
- Administer all reservations, cancellations and no-shows, in line with company policy
- Handling smooth check-in and check-out procedures.
- Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing room sales opportunities.
Reservation Executive
Hotel The Chancery
Bangalore, India
12.2010 - 05.2012
- Managed reservations, communicated with guests, and ensured customer satisfaction at all the times.
- Maintained product knowledge to provide accurate information on local tour services.
- Handled all the request from guests, companies, travel agents via phone call, emails or other plat forms.
- Ensure that all reservations are recorded as per standard procedures.
- Confirming reservations via email and sending confirmation details to the guests.
- Ensure the accurate positioning of the hotel in terms of occupancy and rooms availability.
- Ensure that team refers to guest history before creating a Guest folio to follow special instruction in case of regular and VIP Guests.
Guest Service Agent
Hotel Al Marwa Rayhaan Rotana
Makkah, Saudi Arabia
09.2008 - 09.2010
- Provided guest services and maintained guest satisfaction.
- Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process as per hotel procedures.
- Check departing guests out of the hotel as per hotel procedures.
- Answer all guest queries accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
- Resolve guest problems and complaints.
- Offer guest rooms, food & beverage outlets and seasonal hotel promotions.
- Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
Front Office Executive
The Monarch Hotel
Bangalore, India
03.2007 - 08.2008
- Handled front office operations and provided guest services.
- Deliver excellent customer service & assist in keeping hotel reception area clean & tidy, at all times.
- Deal with all enquiries in a professional and courteous manner, in person, on telephone or via e-mail;
- Always carry out instructions given by the management team & head office.
- Administer all reservations, cancellations and no-shows, in line with company policy
- Handling smooth check-in and check-out procedures.
- Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing room sales opportunities.
- Ensuring that customer care is a number one priority for the reception and team.
- Escort arriving guests to their room and be able to explain and promote all hotel services.
- Review VIP movements for the day and ensures to provide excellent customer service at all the times.
- Monitor all guest ratings, Filling comments cards and ensuring effective communication of guest feedback during their stay in the hotel and evaluate same to improve all services.
- Trained the receptionists on credit policy and accounting procedures, reducing account discrepancies.
- Sourced and ordered office supplies within allocated budget.
- Drafted documents and reports for management review and approval.
- Kept files organized and up-to-date for accurate record-keeping purposes.
- Assist other departments wherever necessary and maintain good working relationships with the team Members.
Public Relation Officer
Dr. Batra Homeo Clinic India Pvt. Ltd.
Bangalore, India
05.2006 - 03.2007
- Planned and implemented PR strategies, liaised with media and organizations, and prepared promotional materials.
- Involved in liaising with and answering enquiries from media, individuals and other organizations, often via telephone and email, collating and analyzing media coverage.
- Conducted research, wrote & distributed press releases to target media.
- Involved in writing and editing in-house magazines, case studies, speeches, articles & annual reports.
- Prepared & supervised in the production of publicity brochures, handouts, direct mail leaflets, promotional videos, photographs, films and multimedia programmers.
- Engaged different digital communities to promote organization and identified new audiences for outreach.
- Supported advertising and marketing efforts with illustrative material and creative collateral.
- Commissioned public opinion research, analysed findings and used insight to inform promotional campaign strategy.
- Conducted public presentations and prepared materials.
Housekeeping Supervisor
Radha Krishna Hospitality Services
Raigarh, India
12.2005 - 03.2006
- Assisted in housekeeping operations, scheduled cleaning projects, and maintained housekeeping standards.
- Implemented consistently high standards of cleanliness to facilitate excellent customer satisfaction.
- Requisitioned housekeeping supplies and guest toiletries to maintain adequate inventory levels.
- Cleaned and disinfected rooms and communal areas to deliver first-class facilities.
- Worked with front desk staff to respond promptly to guest requests, maximizing customer satisfaction.
- Managed team schedule to deliver cleaning consistent with check-in and departure times.
- Assist in selection process with staffing, recruiting, hiring & training housekeeping candidates
- Scheduling the cleaning of room carpets, upholstery & draperies as needed, along with deep cleaning projects and window cleaning as necessary.
- Assist in scheduling the cleaning for periodic major cleaning projects including carpet shampooing, cleaning of walls and baseboards, cleaning of windows, elevator doors and tracks.
- Check floors periodically, update the current room status, and identify opportunities for House person service.
- High quality of housekeeping standards in: The guest rooms, linens & uniforms, lost & found, laundry; janitorial department & night cleaners.
- Inspections of guestrooms as required by hotel; assist in preparing Housekeeping report.
Industrial trainee
Hotel Babylon International
Raipur, Chattishgarh, India
03.2005 - 08.2005
Education
Postgraduate Degree - Accommodation Operations Management, Food and Beverage, Hotel Accounts, Hotel Engineering, Guest Se
Institute of Hotel Management Catering Tech. (IHM)
Bhubaneswar 05.2003 - 08.2005
Master of Arts - History
NC Autonomous College, Utkal University.
India 04.2001 - 03.2003
Bachelor of Arts - English, MIL(O), History, Political Science, Economics, NCC
V.N College(Utkal University)
India 04.1997 - 07.2000
Skills
- Operational Skills
- Leadership Skills
- Effective Communication Skills
- Customer Service Skills
- Attention to details
- Time Management
- Problem Solving
- Decision Making Skills
- Adaptability and flexibility
- Inter-departmental coordination
- Front desk operations
- Revenue forecasting
- Repeat business strategies
- Hotel administration
- Guest experience improvement
- Forecasting & Budgeting
- Financial Management Skills
Accomplishments
- Achieved Highest Revenue and Budget of my department at The Fern Karad after post lockdown among all The Fern hotels at south region.
- Nominated as Employee of the month several Times from April 2010.
- Awarded many certificates and appreciation letters from the organization as well as from the guests.
- Awarded as a certificate & Prizes for winning International Loyalty Programme Prizes in whole Middle-East.
- Awarded as a certificate from Department of medical services in Kuwait for completing First Aid Course.
- Awarded certificate as the best Departmental Trainer In Jumeirah Hotel Kuwait.
- Achieved Certificate of LQA certificate in Middle East and several appreciation certificates as a result of great efforts, dedication towards work and outstanding performance.
Languages
English
Fluent
Arabic
Proficient (C2)
Hindi
Native
Bengali
Advanced
Urdu
Fluent
Affiliations
- Adventure sports.
- Yoga and Mindfulness.
- Cooking.
- Reading and writing.
- Listening Songs
Certification
- Appreciation Certificates.
- The Best Employee Award
- Achieved International Loyalty Programme award In the whole Middle-East.
- Leading Quality Assurance Certificate
- First Aid
- Sports Certificates.
- Training Certificates.
- NCC "C" Certificate Holder
Custom
I hereby declare that the particular furnished above me are true & correct to the best of my knowledge, information & belief.
Personal Information
Expected Salary: 80,000/- INR
Timeline
Resident Manager (Housing)
Nesma United
04.2022 - Current
Front Office Manager
The Fern Hotels & Resorts
03.2019 - 04.2022
Asst. Front Office Mgr.
The Palm Exotica Boutique Resort & Spa
11.2018 - 03.2019
Guest Service Executive / Duty Manager
Jumeirah Meissilah Beach Hotel & Spa
07.2014 - 10.2018
Duty Manager
Noorya Hometel-A Sarovar Hotel
01.2014 - 06.2014
Front Office Executive
Hotel Royal Orchid Central
06.2012 - 12.2013
Reservation Executive
Hotel The Chancery
12.2010 - 05.2012
Guest Service Agent
Hotel Al Marwa Rayhaan Rotana
09.2008 - 09.2010
Front Office Executive
The Monarch Hotel
03.2007 - 08.2008
Public Relation Officer
Dr. Batra Homeo Clinic India Pvt. Ltd.
05.2006 - 03.2007
Housekeeping Supervisor
Radha Krishna Hospitality Services
12.2005 - 03.2006
Industrial trainee
Hotel Babylon International
03.2005 - 08.2005
Postgraduate Degree - Accommodation Operations Management, Food and Beverage, Hotel Accounts, Hotel Engineering, Guest Se
Institute of Hotel Management Catering Tech. (IHM)
05.2003 - 08.2005
Master of Arts - History
NC Autonomous College, Utkal University.
04.2001 - 03.2003
Bachelor of Arts - English, MIL(O), History, Political Science, Economics, NCC
V.N College(Utkal University)
04.1997 - 07.2000
- Appreciation Certificates.
- The Best Employee Award
- Achieved International Loyalty Programme award In the whole Middle-East.
- Leading Quality Assurance Certificate
- First Aid
- Sports Certificates.
- Training Certificates.
- NCC "C" Certificate Holder
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