Mahzuzah Rafahat
Sydney,NSW
Summary
Highly motivated and customer-oriented hospitality professional with a strong background in guest services and sales coordination. Seeking a challenging position where I can utilize my skills and experience to enhance guest satisfaction and contribute to the success of an esteemed organization.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Guest Service Agent
Intercontinental Sydney Double Bay
2024.04 - Current
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by 10% via upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
Outside Child Carer (Casual)
Pulse Child Care Crew
2024.04 - Current
- Developed strong bonds with each child, creating a sense of security within the childcare environment.
- Improved language skills in young children through engaging storytelling and interactive activities.
- Maintained a safe environment for children by adhering to strict safety guidelines and protocols.
- Supported the development of fine motor skills with hands-on activities, such as arts and crafts projects.
Night Auditor
Novotel Melbourne Preston
2023.08 - 2024.01
- Provide exceptional customer service to guests, ensuring their needs and requests are handled promptly and effectively
- Assist guests with check-in and check-out procedures, resolving any issues or concerns to ensure a smooth and pleasant stay
- Balance the cash drawer and log receipts
- Investigate and resolve out-of-balance accounts
- Keep accurate financial records and ledgers.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
Amari Dhaka (Onyx Hospitality Group)
2022.10 - 2023.07
- Provide exceptional customer service to guests, ensuring their needs and requests are handled promptly and effectively
- Supervise a team of guest relations agents, providing guidance and training to ensure high-quality service delivery
- Assist guests with check-in and check-out procedures, resolving any issues or concerns to ensure a smooth and pleasant stay
- Coordinate with various departments to fulfill guest requests and ensure seamless operations
- Prepare reports, analyze guest feedback, and implement improvements to enhance guest satisfaction.
Sales Co-ordinator
Holiday Inn Dhaka City Centre (IHG)
2021.10 - 2022.09
- Assisted the sales team in generating leads, preparing proposals, and maintaining client relationships
- Managed the sales database, ensuring accurate and up-to-date information
- Prepared sales reports and conducted market research to identify potential business opportunities
- Discussed menu options, venue locations, and event budget with clients to provide accurate service and food and beverage quotes
- Finalized banqueting arrangements by conducting thorough inspections with clients prior to event start.
Renaissance Dhaka Gulshan Hotel (Marriott International)
2019.10 - 2021.10
- Welcomed and registered guests, providing information about hotel facilities and services
- Handled guest inquiries, requests, and complaints promptly and efficiently
- Coordinated with various departments to ensure smooth operations and guest satisfaction
- Organized files to support efficiency and traceability
- Measured and accurately processed materials to minimize wastage.
The Westin Dhaka (Marriott International)
2019.04 - 2019.09
- Greeted and checked-in guests, ensuring a personalized and warm welcome
- Provided information about hotel amenities, local attractions, and services
- Assisted guests with luggage handling and transportation arrangements
- Addressed guest concerns and resolved issues to ensure a memorable stay.
Education
Master of Social Work (Qualifying) - Social Work
Excelsia College
Macquarie Park, NSW07.2026
Post Graduate Certifcatei - Social Sciences
Excelsia College
Macquarie Park, NSW06.2024
Certificate III - Early Childhood Education And Care
Block Learning
Hornsby, NSW03.2024
Bachelor of Business Administration: Marketing -
Sonargaon University
01.2022
HSC: Commerce -
Dhaka Commerce College
01.2015
SSC: Commerce -
Mohammadpur Model School and College
01.2013
Skills
- Effective planning
- Appointment scheduling
- Meeting arrangements
- Account management
- Market strategy development
- Training and mentoring
- Guest communication
- Listening Skills
- Writing and verbal communication
- Check-in and Check-out Procedures
Certification
- Winner of Book Reading Competition held by British Council
- Diploma in Culinary Arts and Catering Management from NHTTI
- Beautification Course from Mahzuzah Rafahat
- Certificate of Appreciation from TripAdvisor for Excellent Guest Service
Hobbies and Interests
- Travelling
- Blogging
- Movies
- Cooking
Languages
Bengali
Native or Bilingual
English
Native or Bilingual
Hindi
Limited Working
Timeline
Guest Service Agent
Intercontinental Sydney Double Bay
2024.04 - Current
Outside Child Carer (Casual)
Pulse Child Care Crew
2024.04 - Current
Night Auditor
Novotel Melbourne Preston
2023.08 - 2024.01
Amari Dhaka (Onyx Hospitality Group)
2022.10 - 2023.07
Sales Co-ordinator
Holiday Inn Dhaka City Centre (IHG)
2021.10 - 2022.09
Renaissance Dhaka Gulshan Hotel (Marriott International)
2019.10 - 2021.10
The Westin Dhaka (Marriott International)
2019.04 - 2019.09
Master of Social Work (Qualifying) - Social Work
Excelsia College
Post Graduate Certifcatei - Social Sciences
Excelsia College
Certificate III - Early Childhood Education And Care
Block Learning
Bachelor of Business Administration: Marketing -
Sonargaon University
HSC: Commerce -
Dhaka Commerce College
SSC: Commerce -
Mohammadpur Model School and College
- Winner of Book Reading Competition held by British Council
- Diploma in Culinary Arts and Catering Management from NHTTI
- Beautification Course from Mahzuzah Rafahat
- Certificate of Appreciation from TripAdvisor for Excellent Guest Service
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