Muhammad Usman Arshad

Assistant manager

Dallah Taibah Hotel

Medina, Medina Region

10.2013 - 03.2021

Built customer relationships with consultative sales approach.
Nurtured positive customer relationships, enhancing membership loyalty and driving client retention.
Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
Trained staff on best practices to achieve optimal productivity.
Booked large groups for weddings, seminars, conferences and other events and provided the best available room rates.
Supervised a team of 7 front desk agents and helped them to resolve issues that arose during their shifts.
Developed long-lasting relationships with outside vendors, including florists and restaurants, so that guests could secure valuable deals on services and meals.
Provided exceptional service and assistance to guests upon check-in.
Handled guest complaints in most effective manner possible and offered complimentary services for hardship cases.
Provided end-of-month audits, inventories and expense reports to upper management as required.
Coordinated with the waiting staff to ensure that the buffet areas were kept clean, and dishes were refilled efficiently.
Oversaw the day-to-day operations of Executive Floors (consisting of 86 Units (rooms & suites), 2 restaurants, dedicated reception and Club Lounge) of Dallah Taibah Hotel with a team of 35 employees (Housekeeping, Food & Beverages and Front Office).
Coordinated with wait staff on maintenance and resupply of buffet stations, quick turn of dining room and delivery of fresh dishes.
Made sure that guest complaints were handled in the most effective manner possible and that complimentary services were offered to maintain high guest satisfaction rates.
Assisted guests at check-in, providing information on various services within hotel.
Met health and safety guidelines to maintain compliant working environments.
Improved team performance by conducting reviews and KPI data analysis.
Actioned and resolved guest feedback to boost service quality.
Hired and trained all new employees, whilst also demonstrating the best methods for servicing clients and guests.
Initiated and implemented plans to improve customer relations, quality standards and service efficiency.
Completed weekly rotas (Front Office, Housekeeping and Food & Beverages) to guarantee optimal cover for operations.
Inspected rooms and reception areas to achieve pristine presentation and cleanliness.
Liaised with auditors and prepared facilities to support successful audits.
Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
Consulted with central reservations to discuss new rate plans and promotions.
Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.