Mohsin Khan

Mohsin Khan

Assistant Director Of Front Office at Rotana Hotels
Lives in Dubai, United Arab Emirates

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About me

Service-focused and cost-conscious manager with strong expertise in front and back-of-house operations establishing a welcoming and energetic atmosphere for guests and colleagues.
Firm history of successful building of the high-energy motivated teams to ensure finest guest experience. Excellent at increasing averages through strategic room up-selling .A true hands on leader who believes in delivering results that will contribute to the overall mission and success of the hospitality business.


15 years and 9 months

  • Assistant Director Of Front Office

    Rotana Hotels - Dubai, United Arab Emirates

    April 2018 - Now · 4 years and 9 months

  • Duty Manager

    Swissotel Al Ghurair (Previously managed by Rotana Hotels) - Dubai, United Arab Emirates

    October 2014 - April 2018 · 3 years and 7 months

     Assisted in the daily maintenance of room inventory status to achieve maximum revenue.  Coordinated activities with other hotel departments in order to increase levels of communication and guest satisfaction.  Acted as liaison between sales and front desk staff in order to ensure that all group events were executed perfectly.  Qualified sales leads and lead sales tours whenever Sales Manager is not on property.  Lead the department with assistant managers after Front Office Manager not replaced or during vacation.  Oversaw the hotel as a night manager for two weeks at a time on a rotating schedule.  Participated in the training, hiring, and documenting of all departmental staff.  Created positive experiences by engaging and welcoming guests as they enter and pass through the lobby.  Planned and moderated monthly department meeting and received positive feedback from peers.  Ensured that front office paperwork was completed quickly and efficiently to help operations run smoothly  Gained expert knowledge Microsoft programs, including Outlook  Maintained scheduling and payroll for the team.  Created incentive programs to promote room upsell and customer service scores for the Front Desk team.  Performed check INS and check outs of guests as needed.  Followed up with all guest comment cards via email, mail, or telephone and provided any necessary service recovery.  Continuously coached and counseled associates by role playing likely guest interactions and providing constructive criticism to better meet the expectations of the guest.  Responsible for monthly meetings, inventory, ordering supplies, balancing check book, training and discipline of all associates.  Ensured that all Front Office employees were trained in the latest customer service techniques and tools.  Monitored scheduling and training programs of Lobby Assistant, Concierge, and Bell / Door Staff.  Implemented overbooking and selling strategies to spark enhanced revenues.  Performed associate reviews and enforced progressive discipline, including Coach and Counseling sessions  Listened and act on guest issues and concerns and ensure that all of their needs are met promptly and to their complete satisfaction  Coordination with Learning & Development Department- Achieved the best Training department award in 2015 and 2016 in Al Ghurair for front office department.  Preparing the department duty roster according to the operational needs.  Conducting the team Annual Performance review, Mid-year review, helping to prepare the colleagues’ personal development plan.

  • Assistant Front Office Manager

    Millennium & Copthorne Hotel & SPA - Erbil, Iraq

    November 2013 - October 2014 · 1 year

     To economically and efficiently assist in the management of the Front Office in line with Company procedures and policies.  Helping to develop management talent by acting as a mentor to supervisors and team leaders.  Assisting FOM for monthly corporate reports. Updating departmental P&L reports forwarded to the Corporate Office.  Handling all complaints with timely follow ups.  Managing and coordinating with Reservation regarding all online bookings and their websites.  Monitoring and motivating employees to achieve the department monthly and yearly results.  Attending Monthly Revenue meeting with ADOF, Sales, Finance, and General Manager. • Arranging Departmental Monthly Communication Meeting and producing the minutes. Assisting FOM in Recruitment and selection of a new team member.  Reviewing all Market Matrix Guest Feedback, managing TripAdvisor, guest feedback.

  • Front Desk Manager

    Centro Yas Island & Yasisland Rotana - Abu Dhabi, United Arab Emirates

    August 2012 - November 2013 · 1 year and 4 months

     Ensure all team members are familiar with property rules and regulations, fire, health, safety and security procedures  Quickly and efficiently handle any guest complaints with timely follow ups.  Assisting FOM for monthly reports. Updating departmental P&L reports forwarded to the Corporate Office.  Preparing monthly corporate report and forwarding it to the Corporate Office with complete monthly update.  Nominating Colleagues for LIFE cards and monthly performance.  Conduct trainings, performance evaluations and counseling of staff.  Arranging Departmental Monthly Communication Meeting and producing the minutes.  Achieving the sales of hotel Loyalty program. Giving the proper training to staff to achieve the target.  Conducting the team Annual Performance review, Mid-year review, helping to prepare the colleagues’ personnel development plans.  Achieved Best Loyalty card seller team, in April, May, August, September 2012 and Jan, Feb 2013 in all over Rotana Properties by Yas Island Rotana.  Successfully handled big events on Yas Island Abu Dhabi Formula One Race in 2009, 2010, 2011 2012, & 2013.

  • Team Leader- night in charge

    Centro Yas Island & Yasisland Rotana - Abu Dhabi, United Arab Emirates

    August 2010 - July 2012 · 2 years

     Overseeing and ensuring smooth night operations of the Front Office and all hotel.  Managing overall Night Operations.  Coordinating with Night auditor to run the night.  Make sure all fire exits, safety equipment is well maintained.  Taking the rounds of all property, kitchen, back office, etc.  Preparing and reviewing all night shift task and night shift reports, manager’s night incident reports.  Checking the entire day audit of the staff, handing over to the auditor.

  • Guest Service Agent

    Centro Yas Island & Yasisland Rotana - Abu Dhabi, United Arab Emirates

    Guest Relations
    August 2009 - August 2010 · 1 year and 1 month

     Handling operations of front desk, check in, check out, cashiering.  Ensuring all guests receive services that are exceeding their expectations.  Ensuring proper handover is being given to the next shift.

  • Guest Service Agent

    Al Hamra Fort & Beach Resort by Hilton - Ras Al-Khaimah, United Arab Emirates

    Guest Relations
    November 2007 - July 2009 · 1 year and 9 months

  • Front Desk Agent

    Starwood Hotels and Resorts Worldwide - Kolkata, India

    April 2007 - October 2007 · 7 months

     Handling operations of front desk, check in, check out, cashiering.


  • Hospitality Management

    Rajastan University - Jaipur, India

    May 2003 - June 2007


3 languages

  • Hindi

    Native or fluent

  • English

    Professional working

  • Arabic


Personal information


  • Indian

Date of birth

August 08th 1984

Driving License



9 skills

  • FBM Purchasing System
  • Fidelio PMS
  • Interviewing
  • MS Office
  • Opera PMS
  • Staff development
  • Training Plan
  • Training Staff
  • Vicas
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