MUHAMMED MUMTAZ UL HAQ ZAFAR
Riyadh,Saudi Arabia
Summary
Hospitality Professional with extensive experience in property management and guest services. Delivered high-quality service through effective communication and conflict resolution, enhancing guest satisfaction and team performance. Focused on leveraging skills and insights gained over 11 years in the industry to cultivate positive experiences and support staff development.
Overview
20
20
years of professional experience
Work History
Guest Services Manager
Riyadh Marriott Hotel
01.2019 - Current
- Same as below.
- Hotel/Hospitality
Night Manager
Riyadh Marriott Hotel
04.2015 - 12.2018
- Verify all associates are in proper uniform and are properly groomed (according to the Marriott Standards)
- Verifies associates are working in a safe environment.
- Handles all maintenance problems that occur during night shift.
- Monitors and verify compliance with all Guidelines to Operations.
- Verifies preparation is completed for arrivals and that desk staff use express check-ins for all guests.
- Verifies all associates are trained in specific aspects of their job and are aware of all resources to assist them in problem solving.
- Verifies all associates are adhering to proper cash handling procedures and monitors overage/shortages.
- Monitors that the supervisor is processing all chargebacks and rebates on a timely basis.
- Administers plans and actions to keep chargebacks and rebates to a minimum.
- Monitors associate attendance and records absences/tardiness.
- Assists operations manager in processing associate payroll weekly/monthly.
- Reviews rate variance reports to manage rates.
- Verifies that night shift receptionists have enough change in their cash drawers.
- Verify all associates take their breaks and cover desk until breaks are completed.
- Provides orientation for new associates and ensures all information is entered into computer.
- Verifies all guests feel welcome and are getting the best service possible.
- Promotes participation in property safety-related programs.
- Promote teamwork and associate morale.
- Keeps associates informed regarding new operational procedures, standards, or programs.
- Assist supervisors in handling associate performance issues (e.g., performance reviews, counseling, and recommendations).
- Verifies all associates have complete knowledge of emergency procedures.
- Works with the leadership team of the property to identify and implement action plans to prevent the reoccurrence of guest issues.
- Hotel/Hospitality
At-Your-Service (AYS) Manager
Riyadh Marriott Hotel
01.2015 - 03.2015
- Supervises AYS agents and runners to ensure prompt and complete resolution of guest calls and requests.
- Schedules and supervises staff to ensure prompt, friendly, and attentive service.
- Manages day-to-day operations, ensures quality standards and meets the expectations of the customers daily.
- Coordinates the process of receiving and resolving guest issues and requests.
- Handles complaints, settles disputes, and resolves conflicts, or otherwise negotiates with others.
- Identified trends in guest issues to facilitate timely resolutions.
- Tracked guest issues from various sources and reported findings to enhance service delivery.
- Focused on achieving departmental goals to enhance overall guest service quality.
- Develops specific goals and plans to prioritize, organize, and accomplish the work.
- Improved service by assisting individuals in understanding guest needs and providing targeted guidance and coaching.
- Oversees the financial aspects of the department including purchasing and payment of invoices.
- Ensure guest requests/issues are logged in Guest Ware.
- Hotel/Hospitality
At-Your-Service (AYS) Supervisor
Riyadh Marriott Hotel
01.2012 - 01.2015
- Provide leadership and direction for the At Your Service department.
- Motivated and managed AYS staff, providing guidance and support to enhance team performance.
- Manage daily operational tasks in an efficient and regular manner.
- Directing associates to work together as a team presenting themselves as professional, aggressive and well-informed Guest Service staff.
- Elicited guest feedback and preferences regarding hotel services, initiating actions to improve guest satisfaction.
- Coordinated guests’ needs, requests and personal preferences to ensure compliance and enhance service delivery.
- Maintain an up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information.
- Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
- Prepare the monthly payroll of the whole front office staff according to their shifts and time of in and out by using HRS payroll systems.
- Requested office supplies and tools to ensure department operations ran smoothly.
- Hotel/Hospitality
At-Your-Service (AYS) Agent
Riyadh Marriott Hotel
01.2009 - 12.2011
- Provide immediate response and satisfactory resolution to all guest problems, ensuring timely follow-up and delivery of promised compensation.
- Ensure all guest complaints are recorded in the Guests Ware Program in a timely and professional manner.
- Offer the outside and hotel guests the best possible service through courteous and proper phone answering procedure with PBX function.
- Welcomed callers by name following Marriott standards.
- Handled room service orders with comprehensive knowledge of micros system and all associated functions.
- Managed follow-up tasks for Virtual Concierge.
- Ensure proper handling of wake-up calls by preparing the wake-up sheet with the guest's room number and the wake-up time.
- Make and maintain daily reports like the Occupancy report, Daily Incident report, Daily VIP report, Platinum arrival report, from Fidelio/Opera Program.
- Managed long distance call vouchers for management, accurately recording details in log sheet.
- Handle mail and messages as per outlined procedures.
- Managed the business centre when the Business Center Agent was unavailable.
- Prepare photocopies, courier services of documents and parcels for the hotel guests.
- Be familiar with and follow all hotel safety and accident prevention procedures.
- Hotel/Hospitality
At-Your-Service (AYS) Runner
Riyadh Marriott Hotel
01.2007 - 12.2008
- Hotel/Hospitality
Education
Bachelor of Arts -
Bahauddin Zakariya University
Multan, Pakistan01-2000
Skills
- Guest services
- Client relations (guest satisfaction)
- Customer service excellence
- Guest issue resolution
- VIP engagement strategies
- Dispute resolution (conflict management)
- Operational oversight (management)
- Quality assurance
- Service standards compliance
- Time management
- Performance evaluation
- Team leadership
- Staff development
- Customer feedback analysis
- Office administration
- Reception operations (front office)
- Document preparation
- Presentation creation (design)
- Experience enhancement
- Verbal and written communication
- Desk operations
- general product knowledge
- decision-making abilities
Custom
- Passport to Success – Level I, II, III AYS – DTS Agent
- One month Training in purchasing dept
- Rooms Operation Training
- Total Quality Management
- Empowerment
- The Marriott Way Workshop
- Front Desk Agent / Cashier
- Essential Skills for Supervisors and Managers
- Telephone etiquettes workshop
- Service Excellence
- GSS Workshop
Languages
English
Proficient
C2
Urdu
Proficient
C2
Arabic
Upper Intermediate
B2
References
- available on demand
Timeline
Guest Services Manager
Riyadh Marriott Hotel
01.2019 - Current
Night Manager
Riyadh Marriott Hotel
04.2015 - 12.2018
At-Your-Service (AYS) Manager
Riyadh Marriott Hotel
01.2015 - 03.2015
At-Your-Service (AYS) Supervisor
Riyadh Marriott Hotel
01.2012 - 01.2015
At-Your-Service (AYS) Agent
Riyadh Marriott Hotel
01.2009 - 12.2011
At-Your-Service (AYS) Runner
Riyadh Marriott Hotel
01.2007 - 12.2008
Bachelor of Arts -
Bahauddin Zakariya University