KHALID IQBAL AWAN
Summary
Productive Front Office Manager known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanour and attitude. Offering outstanding verbal communication, writing and time management skills. Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front Office Manager
The Wonil Hotel (Handwritten Collection) Accor
02.2023 - Current
- Customer Satisfaction (Guest Feedback, Social Media Review)
- Financial Performance (Up selling, Room Revenue, Operation Auditing)
- Showing Initiative, Problem Solving, Staff Training, Team Leading
- Manages and motivates the Front Office team to provide a high standard of service for customers
- Welcomes guests and fosters customer loyalty through his/her friendly manner
- Develops high quality relationships with guests throughout their stay
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers
- Provide a high level of customer service and maintain a high profile in the day-to-day front office operations
- Ensure that personalized service is offered to each guest
- Ensures that the pricing policy and internal audit procedures are duly applied
- Supervises the management of debtors, group and individual guest invoicing and cash operations
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
- Prepare Room revenue and occupancy forecast take action on rate strategies
- Integrates and trains employees, providing support for skills development
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc.), and also punctual
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Have a good knowledge of all systems and standard operating procedures of front office
- Ensures that guest documentation and information is available and up-to-date.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed senior-level personnel working in marketing and sales capacities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Rostering for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Assistant Front Office Manager
The Sebel Hotel Docklands (Accor Group)
04.2021 - 01.2023
- Greetings to the VIP guests of the hotel
- As directed by the Front office Manager, Performs special services for VIP Guest's
- Assists in VIP's arrival departure in absence of guest relation officers
- Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.
- Coordinated with sales and marketing teams to promote hotel services, special offers, and events to potential customers.
- Provided clerical support, addressing routine, and special requirements.
- Checks on registration cards of arriving guests and ensures all information should be filled on each card either by Guest Relation Officers or the guests
- Gives the instructions to the Night Reception, during the high occupancy periods, regarding walk-in guests and release room blocked because of no-shows
- Assists in handling room lock problems
- Prepares and checks for VIP's arrival and escorts guests to rooms
- Co-ordinates with all departments concerned to maintain Front Office functions properly
- Operates the front office computer system in order to assist front office attendants
- Checks group department, fit and ensure switchboard makes appropriate wake up calls
- Handles guest complaints and other related problems and reports on the Assistant Manager's logbook
- Assists reception, business center, cashier, concierge, and bell captain during they are busy
- Answers guests' inquiries, handles complaints, and attend to the needs of the guests
- Approves and signs for allowances, rebates etc., as required by Front Office Cashier
- Authorizes charges to be made for late departures and/or compliments on them
- Motivates and maintains good staff relations
- Maintains and be guided of hotel policy on credit/lost and found hotel guests
- Follows up in credit check report, liaise with credit manager
- To be responsible for front office operation during the absence of Front Office Manager
- To discuss all matters that needed to follow up with the next shift
- Approves the working schedule for the front office attendants and submits them to front office manager (HO)
- Conducts and ensures the neat appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
Night Manager
Hotel Chadstone Sofitel (Accor Group)
02.2020 - 04.2021
- Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed
- Always maintain a professional and high-quality service-oriented environment
- Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise
- Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
- Inform all Overnight staff of nightly activities, group, and VIP arrivals as well as special requests and repeat guests
- Conduct Briefing for all staff during Night Shift
- Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests
- Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate
- Always maintain a professional and high-quality service-oriented environment
- Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
- Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
- Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy
- Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guests cars and other responsibilities to ensure all requirements are met during our guests stay
- Must actively participate in the decision-making process on guest relocation for nights when overcapacity, execute accordingly and ensure a smooth relocation process
- This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start
- Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counseling's and evaluations and delivering recognition and also reward
- Ensure the accurate completion of the daily night audit in a timely fashion
- Must be able to perform the full night audit if needed
- Oversee preparation of daily summary reports
- Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing
- Should Show Initiative, Problem Solving, Staff Training, Team Leading
- Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication
- Be aware and able to enforce all fire-life-safety procedures
- Remain current in all updates with regards to new procedures and training
- Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.
- Cultivated strong relationships with vendors to ensure timely deliveries and inventory management for optimal guest experience.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
Front Desk / Switchboard
Hotel Chadstone Sofitel
11.2019 - 02.2020
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients' complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully furnished accommodate guests' needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Operating switchboards and answering and forwarding incoming telephone calls
- Transferring calls to the appropriate person or department
- Taking down and passing on messages where necessary
- Updating the company's internal telephone directory
- Working with front desk personnel and performing general administrative tasks.
Pizza Chef & Front Desk
La Porcheta Restaurant
05.2018 - 11.2019
- Ensures cooking stations are sanitized and prepped with necessary tools
- Prepares and stores pizza dough
- Prepares pizza sauces
- Orders supplies, maintains inventory, creates budgets to ensure profitable food cost
- Trains other cooks in the preparation process so all meals are uniform
- Checks quality of pizzas before they're served to guests
- Performs regular maintenance on kitchen equipment
- Collaborates with staff on menu items
- Resolves customer complaints with diplomacy.
Regional Manager For MENA
Al Nahar Prefab Houses FZC
05.2011 - 04.2018
- Maintain a proper schedule for global, local, and strategic researching
- Handle the logistics department
- Look into the matter of purchasing of raw materials and sales of finished products
- Designing and executing the budgeting and product introductions
- Had direct contact with customers and vendors
- Improve the operational systems, processes, and policies in support of organizations' mission specifically, support better management reporting, information flow and management, business process and organizational planning
- Play a significant role in long-term planning, including an initiative geared toward operational excellence
- Oversee overall financial management, planning, systems, and controls
- Regular meetings with Executive Director around fiscal planning
- To create a positive environment that results in stable retention and a reduction of labor turnover.
Area Manager Dubai & Abu Dhabi
Yogen Fruz
05.2010 - 05.2011
- Recruit, hire, train, evaluate and counsel store employees
- Schedule, organize and direct assignments
- Maintain, encourage and possess 'ownership mentality'
- Develop and implement employee performance evaluations and improvement plans
- Effectively manage employee turnover
- Provide a positive working environment and handle employee issues appropriately and in a timely manner
- Resolve customer problems or complaints by determining optimal solutions
- Ensure interior and exterior of store is maintained to company standards
- Utilize labor management tools, including effective scheduling, to maximize productivity, profitability and margins
- Encourage store employees to take ownership for their performance and career development plans; follow up on a regular basis
- Provide exceptional customer service and ensure the employees also provide the same level of service
- Conduct regular store meetings
- Ensure employee awareness of safety and emergency procedures
- Manage store revenue, including cash handling, deposit reconciliation and delivery of deposits to bank
- Execute and monitor loss prevention and shrink programs
- Management of all store operational issues, to include store housekeeping, store administrative duties, physical inventories, price changes, etc
- Ensure all orders are properly documented and released for pick-up
- Responsible for preparation of work schedules.
SUPERVISOR - CUSTOMER SERVICES
Ufone PTML
02.2007 - 04.2010
- Works with team member for better services quality to customer
- To train new staff in the company when & where required
- Assisting customer's if required
- Keep a close eye on the entire team of representatives that how they are treating the customers
- Provides follow up & feedback to customer service association on performance of tasks
- Respond and take action to customers' concerns
- Practices and ensures compliance with all company policies and procedures
- Maintains an efficient, service-friendly environment.
Education
Advance Diploma - Hospitality Management
Imperial College
Melbourne, VIC01.2021
Diploma in Hospitality Management -
Imperial College
01.2021
Certificate IV in Hospitality Management -
Imperial College
01.2021
Certificate III in Hospitality Management -
Imperial College
01.2021
HND (Applied Sciences) -
Langside College
01.2004
Skills
- Financial Management
- Workflow Planning
- Conflict Management
- Effective Multitasking
- Staff Training and Development
- Teamwork and Collaboration
- Emergency Response
- Reservations assistance
- Task Delegation
- Performance Tracking and Evaluation
- Team Management
Flying License
Holder Of Private Pilot License Australia
Cellular
+61420224069
Interests
Flying, Traveling, Gym, Reading
Personal Information
Driving License: Valid LH Australian Driving License
References
- Jamie Wei GM of The Sebel Docklands +61433581366
- Waheed Ahmed Khan GM of APHCO +971556696124
- Huma Qamar Personal Reference +61474709210
Certification
- CM - Certified Manager Certification
- CPM - Certified Professional Manager
Languages
Arabic
Professional Working
English
Native or Bilingual
Hindi
Native or Bilingual
Urdu
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Front Office Manager
The Wonil Hotel (Handwritten Collection) Accor
02.2023 - Current
Assistant Front Office Manager
The Sebel Hotel Docklands (Accor Group)
04.2021 - 01.2023
Night Manager
Hotel Chadstone Sofitel (Accor Group)
02.2020 - 04.2021
Front Desk / Switchboard
Hotel Chadstone Sofitel
11.2019 - 02.2020
Pizza Chef & Front Desk
La Porcheta Restaurant
05.2018 - 11.2019
Regional Manager For MENA
Al Nahar Prefab Houses FZC
05.2011 - 04.2018
Area Manager Dubai & Abu Dhabi
Yogen Fruz
05.2010 - 05.2011
SUPERVISOR - CUSTOMER SERVICES
Ufone PTML
02.2007 - 04.2010
Advance Diploma - Hospitality Management
Imperial College
Diploma in Hospitality Management -
Imperial College
Certificate IV in Hospitality Management -
Imperial College
Certificate III in Hospitality Management -
Imperial College
HND (Applied Sciences) -
Langside College
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