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À propos de moi
To work for a reputable organization that works for the best in guest service and experience while empowering team members to ensure top standards.
Expérience
15 ans et 9 mois
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Guest Relations Officer
Le Méridien Dhaka - Dhaka, Bangladesh
Relations clientfévrier 2018 - Maintenant · 6 ans et 2 moisDuties & Responsibilities: • Prepare arrival VIP guests list and get more information about them. • Select the rooms as their preference and liaison with concierge for the transportation. • Ensure that arriving guests are assigned ready rooms upon check in. • Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. • Anticipate guest’s needs through observation and offer prompt, efficient service. • Respond to special requests from guests with unique needs. • Provide guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. • Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, and Security/Loss Prevention) as necessary to resolve guest call, request, or problems. • Follow up with guests to ensure their requests or problems have been met to their satisfaction. • Speak with others using clear and professional language; answer telephones using appropriate etiquette. • Develop and maintain positive working relationships with others; support team to reach common goals. • Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. • Maintain excellent product knowledge of the hotel facilities and sell hotel outlets to generate revenue through commissions. • As required, work with the operational excellence manager, duty manager, sales and marketing department to arrange/co-ordinate room requirements. • Personally ensure compliance with all relevant workplace health & safety and occupational health & safety legislation as per Marriott Brand Standard.
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Business Club Lounge
Bonnington Hotel & Residence - Jumeirah Lakes Towers, Dubai, Émirats arabes unis
Réceptionoctobre 2012 - novembre 2018 · 6 ans et 2 moisDuties and Responsibilities: • Greeting arriving guests, assign rooms, issue keys and ascertain guest payment and billing information • Assisting guests with ground transportation, restaurant or entertainment reservations and providing all other information's about the travel around • Upon checkout, calculate the guest's final bill and collect payments in efficient way • Serving food and beverages at the lounge with extra care • Inform the guest about the alcohol and non-alcohol serving policy of the company • Overseeing the provision of amenities and complimentary refreshments • Ensured beverages shelves were fully stocked • Dishes were cleaned and stowed • Doing daily inventory and requesting for food and supplies needed for the same day and following days • Identified new ideas, products and/or features that improved customer satisfaction, reduced costs and kept product line in forefront of industry • Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties • Performed cash drops or transactions when shift closing
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Front Desk Assistant
Bonnington Hotel & Residence - Jumeirah Lakes Towers, Dubai, Émirats arabes unis
Réceptionaoût 2011 - novembre 2018 · 7 ans et 4 moisDuties and Responsibilities: • Greeted guests upon arrival, offered assistance • Answered questions to build rapport of the property • Check-In guest with reservation or direct booking or create guest new booking for walk-in • Escorts guests to the room for a quick preview of the hotel facilities • Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment • Executed positive demeanor to each and every visitor approaching front desk • Coordinates with other section or related departments for smooth operation • Count the float before dealing with cash or exchange any currency • Up-sell rooms and hotel facilities to the walking or other hotel guests • Ensure all guest profiles are updated correctly in the Opera System • Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout • Provided clerical support to the guests and company employees by copying, faxing and filing documents • Close shift both on the system and drop the shift closing envelope before night audit
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Business Center Agent
The Westin Dhaka (Pre-opening) - Dhaka, Bangladesh
Réceptionseptembre 2010 - août 2011 · 1 anDuties and Responsibilities: • Greeted guests professionally and courteously to cultivate and maintain welcoming atmosphere • Responsible for establishing the area from the beginning • Coordinate with the internal and external guests for the events at the meeting room • Provided supportive link between external customers and internal operations • Worked with direct supervisor to resolve all types of problems, improve operations and provide exceptional customer service • Participated in weekly team meetings to develop better plans and revise proper protocols to meet objectives • Ensured compliance with policies and quality standards to maintain consistency in quality of services • Maintaining the other tasks like-photocopy, fax, scanning, post card stamping, internet, spiral binding, bill posting; etc. • Taking food orders from the event organizer for the meeting room • Ensured shelves were fully stocked and dishes were cleaned and stowed • Resolved complaints and issues involving both guests and employees • Doing daily inventory and requesting for supplies needed for the next day
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Bell Boy
Dhaka Sheraton (Intercontinental Dhaka) - Dhaka, Bangladesh
Portierjuillet 2005 - juillet 2007 · 2 ans et 1 moisDuties and Responsibilities: • Greeted arriving guests and assisted with luggage, sports equipment • Escorted guests to and from rooms and assisted with baggage • Explained important features of guest rooms to travelers, including how TV remote, heating and cooling, WiFi access and locks worked • Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart • Provided guests with information regarding hotel’s amenities, local attractions, nightlife, dining options, museums and concerts • Responded immediately to any guest requests or concerns and promptly resolved issues • Maintained front desk’s concierge book to provide visitors with access to relevant local information • Maintained lobby in pristine condition and kept trash promptly emptied • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base • Delivered newspapers, mail, packages, faxes, and check-out invoices to guest rooms
Éducation
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Bachelor
Bangladesh National University - Dhaka, Bangladesh
avril 1995 - octobre 1999Major: Commerce
Langues
2 langues
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Anglais
Bilingue ou langue natale
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Hindi
Compétence professionnelle
Informations personnelles
Nationalités
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Bangladais
Date de naissance
November 27th 1978
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