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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
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Assistant Front Office Manager (led the front office team during pre opening stages)
Mövenpick Hotels & Resorts - Islamabad, Pakistan
ReceptionJune 2016 - January 2019 · 2 years and 8 monthsPRE 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.
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Front Office Night Manager
Holiday Inn Abu Dhabi Downtown - Abu Dhabi, United Arab Emirates
ReceptionOctober 2014 - September 2015 · 1 yearResponsibilities: 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
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Front Desk Manager
Grand Millennium Al Wahda - Abu Dhabi, United Arab Emirates
ReceptionNovember 2012 - September 2014 · 1 year and 11 monthsACHIEVEMENTS: • 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
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Promoted to Assistant Front Office Manager
City Seasons Hotel & Suites - Dubai, United Arab Emirates
ReceptionJune 2011 - September 2012 · 1 year and 4 monthsCompleted 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
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Duty Manager
City Seasons Hotels & Suites - Dubai, United Arab Emirates
ReceptionMarch 2009 - May 2011 · 2 years and 4 monthsResponsibilities: 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.
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Promoted to Assistant Duty Manager
JA Resorts & Hotels - Dubai, United Arab Emirates
Secretary / Executive AssistantJanuary 2006 - December 2008 · 3 years.
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Front Office Team Leader
JA Resorts & Hotels - Dubai, United Arab Emirates
ReceptionNovember 2004 - December 2005 · 1 year and 2 months.
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Guest Service Agent
Four Points by Sheraton - Sheikh Zayed Road & Downtown - Dubai, United Arab Emirates
Guest RelationsJune 2003 - September 2004 · 1 year and 4 monthsACHIEVEMENTS: 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.
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Management Trainee promoted to GSA
Starwood Hotels & Resorts Mallorca - Karachi, Pakistan
LogisticsFebruary 2001 - March 2003 · 2 years and 2 monthsACHIEVEMENTS: 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
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Diploma in Hospitality Management
Pakistan of Tourism and Hotel Management - Karachi, Pakistan
March 2002 - April 2003One Year Diploma Major: F&B Production/Service Front Office Operations Food Costing House Keeping Operations Bakery
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Bachelors in Commerce
University of Karachi - Karachi, Pakistan
May 2000 - April 2002Bachelors Degree 2 Years
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Primary and Higher Schooling
Coppice School Solihull & Lode Heath - Birmingham, United Kingdom
March 1989 - September 1999
Languages
3 languages
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English
Native or fluent
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Urdu
Native or fluent
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Arabic
Limited working
Personal information
Nationalities
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Pakistani
Date of birth
August 17th 1985
Skills
8 skills
- Communcation
- Creative
- Effective teamwork
- Good decision maker
- multitasker
- self motivator
- Strong leadership
- Time management
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