Omar Mir

Omar Mir

Assistant Front Office Manager (led the front office team during pre opening stages) at Mövenpick Hotels & Resorts
Lives in United Arab Emirates

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About me

Hospitality is and will always remain my life long passion. My goal is always to aim higher, learn from my juniors and seniors, inspire and develop those around me. I have strong proven experience in over all hotel operations stretching between 4 & 5 star hotel, resorts and serviced apartments . My expertise are in Guest Experience, F&B Operations and Risk Management . Building meaningful and long lasting relationships with my guests and colleagues is one of my core values.

Experience

16 years and 10 months

  • Assistant Front Office Manager (led the front office team during pre opening stages)

    Mövenpick Hotels & Resorts - Islamabad, Pakistan

    Reception
    June 2016 - January 2019 · 2 years and 8 months

    PRE OPENING YEAM MEMBER , LEADING THE FRONT OFFICE TEAM THROUGH PRE OPENING STAGES OF 8 MONTHS . Assume overall responsibility for maintaining standards in line with the Leading Quality Assurance, Standards, achieving the departmental target of the Customer Service Survey. Supervise allocation of rooms for VIP arrivals and the ordering of amenities in conjunction with the Guest Relations Manager. Develop and implement programs to further improve and enhance levels of service and guest care within the Front Office departments. Monitor and implement procedures to maintain Profile Quality. Dealing with Guest issues and complaints at a senior level. Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employee. Conduct comprehensive monthly departmental meetings. ACHIEVEMENTS: • Completed 1 Year Cross Training in L&D Department (August 2017 onwards) • Successfully completed the Hotels Induction Program for VIP Guest. • Integrated a complex customer feed back system that Took feed back and complaints from customers in order to manage the system better. • Produced excellent customer services cores and well trained staff by focusing on management from the lobby • Consistently achieved budgeted financial goals while maintaining consistent service standards • Implemented mentor program to improve line level communication Responsibilities in Learning & Development Department Assist the Training Manager in developing and implementing training manuals for all departments. Ensure that monthly and weekly training schedules are distributed on a timely manner. Manage the Orientation Trainings for al New Employees along with the Hygiene and Fire Safety Trainings. Along with Training Manager map out the yearly training plan. Responsible for associate hand book, associate newsletter and associate notice boards. Conduct stand up , group and face to face trainings with employees. Assist with Orientation f New Employees. Assist in interviews and hiring procedures. Develop training aids and multimedia tools to present training material. Order and present training materials and supplies. Prepare setup for the training classes. Ensure staff uniform and personal grooming and appearance are clean and professional at all times and are in accordance with Hotel policies and procedures.

  • Front Office Night Manager

    Holiday Inn Abu Dhabi Downtown - Abu Dhabi, United Arab Emirates

    Reception
    October 2014 - September 2015 · 1 year

    Responsibilities:  Implement programs to further improve and enhance levels of service and guest care within the Front Office departments  Ensure Front Office is ready for all Internal and External quality audits  Monitor and implement procedures to maintain Profile Quality  Dealing with Guest issues and complaints at a senior level and correspond with guest’s pre-arrival as well as post departure on any guest issues  Monitor Front Office, and particularly Guest Services personnel, to ensure known repeat guests and other VIPs receive special attention and recognition  Maintain inter-departmental relationships to ensure seamless customer service  Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue  Make Incident reports, deal with CID Authorities if required  Departmental Trainer for various Front Office Trainings.  Prepare Night Reports such as Daily Reveue & Competition Report.  Verify all transactions and rates, assist Night Auditor during Night Audits. AWARDED:  Awarded Abu Dhabi Occupational Health & Safety Practitioners Course 2014  Several Online Trainings through LOBSTER INK.  Awarded Certificate for Service Leadership  Awarded First AID Certificate and License by American Heart Association  Member and Leader of the Hotels Emergency Response Team  Awarded Certificate for IQ Audit 2014

  • Front Desk Manager

    Grand Millennium Al Wahda - Abu Dhabi, United Arab Emirates

    Reception
    November 2012 - September 2014 · 1 year and 11 months

    ACHIEVEMENTS: • Awarded Certified Trainer/Key Driver by TSA for Rooms Up selling • Conducted Trainings on Various Front Office House Keeping , Security & F&B Related Projects. • Twice Awarded Being Guest Centered • Created a streamlined system for finding files and tracking guest needs. • Responsible for Guest Assistance Files and guest surveys and worked on how to improve hotel satisfaction & loyalty • Developed Front Office incentive programs resulting in increased Associate Satisfaction. • Developed New-Hire training schedules and programs that directly impacted a positive Guest Satisfaction rating. • Assisted in making At Your Service a more efficient team by developing and implementing new processes. • Created development plans for associates to assist them in professional growth with the company

  • Promoted to Assistant Front Office Manager

    City Seasons Hotel & Suites - Dubai, United Arab Emirates

    Reception
    June 2011 - September 2012 · 1 year and 4 months

    Completed 10 Months Cross Training in L&D Department (May 2011 onwards). • Managed & Supervised a team of 17 associates • Second Lead Member of Emergency Response Team • Lead the Emergency Response Team on 2 Emergency situations in the Hotel and managed successfully.(Heavy Water Leakage & Fire Incident) • Departmental Trainer & In Charge for all internal department training of Front Office Staff. • Created Internal Department Training Manuals and implemented them. • Trained Staff in Groups, during Shift briefings and also conducted new employee Orientation according to Orientation Plan and Checklist. • Established basic personnel standards. • Achieved continuous monthly Room Up Selling Targets

  • Duty Manager

    City Seasons Hotels & Suites - Dubai, United Arab Emirates

    Reception
    March 2009 - May 2011 · 2 years and 4 months

    Responsibilities: Responsible for assisting in the execution of daily operations activities at the property, including Culinary, Food and Beverage, and Front Office Position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget. • Run and review critical information contained in operations reports. • Monitor food hygiene and food service standards. • Conduct daily checks of food and beverage supplies and cleanliness of supplies and cleanliness of the lounge. • Manage operations of happy hours and all day dining activities and coordinate with executive chef in presentation of the food. • Responsible for Executive Lounge Agent and Executive Lounge Supervisor and monitoring activities of every Receptionist/Supervisor such as check in, check out and money exchange. Coordinates the work of all subordinates to ensure guest satisfaction and compliance to company standards. Organize and coordinate with Front Office Management all arrivals and departures of VIP guests, VIP’s, groups, room assignment, billing and any additional information requested. • Provide support to all the reception staff in order to ensure smooth, prompt and polite service. • Participate in the selection of all Reception staff, motivate them to bring about excellent performance and evaluate their performance periodically. • Identify the training needs, assists in the development of a departmental training plan and the implementation of training activities and follows up. At times, conducts training sessions. • Coordinate with Reservation Department the daily arrivals and solves the reservation discrepancies or any other unusual situations. • Responsible for the cash inventory allocated to him/her, daily check, declaring shortfalls and separate calculation of tips. Relieve night Manager in his absence and smoothly run night operations , assist night auditor in night run, check rates and variances, prepare incident reports GM reports , daily revenue, dtcm and competition report.

  • Promoted to Assistant Duty Manager

    JA Resorts & Hotels - Dubai, United Arab Emirates

    Secretary / Executive Assistant
    January 2006 - December 2008 · 3 years

    .

  • Front Office Team Leader

    JA Resorts & Hotels - Dubai, United Arab Emirates

    Reception
    November 2004 - December 2005 · 1 year and 2 months

    .

  • Guest Service Agent

    Four Points by Sheraton - Sheikh Zayed Road & Downtown - Dubai, United Arab Emirates

    Guest Relations
    June 2003 - September 2004 · 1 year and 4 months

    ACHIEVEMENTS:  Highest Rooms Up Seller for the Month of May 2004  Completed Training in Personal Hygiene and Grooming Standards  Exceptional Guest Satisfaction Ssytem 2004  Completed Training in S.T.A.R/Safety & Security  Graphic Designer for Hotel In House Monthly News Letter  Completed Training in Be Hot Telephone Etiquettes.

  • Management Trainee promoted to GSA

    Starwood Hotels & Resorts Mallorca - Karachi, Pakistan

    Logistics
    February 2001 - March 2003 · 2 years and 2 months

    ACHIEVEMENTS:  Joined as a Management Trainee , gained experience in F&B Production, Service and Management and Front Office Department.  Promoted as Guest Service Agent in the Front Office Department (Club Floor)

Education

  • Diploma in Hospitality Management

    Pakistan of Tourism and Hotel Management - Karachi, Pakistan

    March 2002 - April 2003

    One Year Diploma Major: F&B Production/Service Front Office Operations Food Costing House Keeping Operations Bakery

  • Bachelors in Commerce

    University of Karachi - Karachi, Pakistan

    May 2000 - April 2002

    Bachelors Degree 2 Years

  • Primary and Higher Schooling

    Coppice School Solihull & Lode Heath - Birmingham, United Kingdom

    March 1989 - September 1999

Languages

3 languages

  • English

    Native or fluent

  • Urdu

    Native or fluent

  • Arabic

    Limited working

Personal information

Nationalities

  • Pakistani

Date of birth

August 17th 1985

Skills

8 skills

  • Communcation
  • Creative
  • Effective teamwork
  • Good decision maker
  • multitasker
  • self motivator
  • Strong leadership
  • Time management
Connections
Sabah Ali
Front office Supervisor at Sadaf Delmon Hotel Dubai
Danish Sabih
Branch Manager at Two or more Cafe
Noha Hassan
Guest Service Executive at Canopy By Hilton
Following
Jannah Hotels & Resorts
Jannah Hotels & Resorts
Abu Dhabi, United Arab Emirates
JW Marriott Marquis Hotel Dubai
JW Marriott Marquis Hotel Dubai
Dubai, United Arab Emirates
Paramount Hotel Dubai & Paramount Hotel Midtown
Other members
Munira Murtaza
Karachi, Pakistan
Noman Akbar Khan
Al Ula, Saudi Arabia
Tayyab Dar
Dubai, United Arab Emirates
Hany Samuel
Dubai, United Arab Emirates
Khizer Siddiqui
Dubai, United Arab Emirates
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