Qurat Ul Ain
Dynamic Hospitality Agent
Eight Mile Plains,QLD
Summary
Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Guest Service Officer
The Nishat Hotel
Lahore, Punjab
02.2023 - 06.2024
- Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
- Performed bookkeeping activities to balance accounts and conduct nightly audits.
- Tracked inventory of supplies used in guest rooms, such as linens, towels, and toiletries, ordering more when necessary.
- Managed incoming calls from both internal and external customers in a courteous and professional manner.
- Provided concierge services such as restaurant reservations, transportation arrangements, and sightseeing tours.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Responded to emergency situations or incidents promptly according to established protocols.
- Filled in for front desk, housekeeping, events planning and food and beverage.
- Processed credit card transactions for payment of room charges and incidentals.
- Greeted guests and provided assistance with check-in and check-out procedures.
Front Desk Guest Service Agent
Avari Hotel
Lahore , Punjab
01.2020 - 02.2023
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Verified customer credit to establish payment method for accommodations.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Responded to customer inquiries and complaints in a professional manner.
- Computed bills, collected payments and made change for guests.
- Resolved problems related to billing discrepancies between guests and hotels' accounts department.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Assisted guests at check-in, providing information on various services within hotel.
Education
Master of Sciences - PHYSICS
University of Gujrat
01.2021
Bachelor of Sciences - Double Math-Physics
University of the Punjab
01.2019
FSc - Pre-Engineering
Gift Group of Colleges
01.2017
Matric -
Faisal Memorial School Aroop
01.2015
Skills
- Effective communication
- Time Management
- Team Work
- Reservation management
- Complaint handling
- Strong interpersonal skills
- Cross-cultural sensitivity
- Detail-oriented
- Report preparation
- Hotel software expertise
- Customer service
- Excel Proficiency
Languages
- Urdu
- English
- Punjabi
Hobbies and Interests
- Spreading positivity
- Travelling
- Reading
- Singing
- Badminton
- Meeting New People
- Photography
Personalitystrengths
- Responsible
- Honest
- Hard worker
- Problem Solving
- Quick Learner
- Confident
- Humble
Personal Information
- CNIC Number: 34101-8429175-8
- Father's Name: Ch. Muhammad Arshad Cheema
- Date of Birth: 04/20/99
- Gender: Female
- Nationality: Pakistani
- Marital Status: Single
- Religion: Islam
Certification
- Advanced Diploma of Hospitality and Tourism
Timeline
Guest Service Officer
The Nishat Hotel
02.2023 - 06.2024
Front Desk Guest Service Agent
Avari Hotel
01.2020 - 02.2023
- Advanced Diploma of Hospitality and Tourism
Master of Sciences - PHYSICS
University of Gujrat
Bachelor of Sciences - Double Math-Physics
University of the Punjab
FSc - Pre-Engineering
Gift Group of Colleges
Matric -
Faisal Memorial School Aroop
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