Ziauddin Mirza
Lakemba, Sydney,Australia
Summary
Tech-savvy hospitality professional accomplished in running properties with latest strategies and successful approaches for reaching customers. Record of keeping property full and operating profitably. Seeks out opportunities to enhance business profile and build long-term customer loyalty.
Overview
12
12
years of professional experience
Work History
Hotel Manager
APX Darling harbour
Sydney , NSW
06.2019 - Current
- Developed and implemented hotel policies and procedures.
- Provided training to staff in customer service, safety, and other topics related to hospitality industry.
- Assigned duties and monitored performance of all employees in the hotel.
- Ensured that guests received prompt, courteous attention throughout their stay.
- Maintained high standards of quality control, hygiene, health and safety.
- Handled guest complaints professionally and efficiently.
- Oversaw daily housekeeping operations to ensure cleanliness of guest rooms and public areas.
- Created a positive work environment for staff by providing guidance, support, recognition and motivation.
- Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
- Developed strategic plans for increasing occupancy rates and improving overall profitability.
Front Office Team Leader
APX World Square
Sydney , NSW
02.2017 - 06.2019
- Provided leadership, direction and support to front office staff.
- Monitored daily operations of the front office team, including check-in and check-out procedures and guest services.
- Maintained a high level of customer service standards and ensured staff compliance with hotel policies and procedures.
- Trained new hires on proper front desk operations and provided ongoing coaching to ensure job performance excellence.
- Developed effective strategies to maximize revenue opportunities in the Front Office department.
- Performed regular audits of Front Desk operations to ensure accuracy and efficiency in guest service delivery.
- Ensured that all guest requests were handled promptly, accurately, courteously and professionally.
- Managed inventory levels for supplies used in the Front Office department, such as stationery items, key cards.
- Assisted with day-to-day duties when needed in order to meet deadlines or handle unexpected situations.
- Reviewed daily reports generated by the property management system and identified discrepancies if any.
Guest Service Attendant
APX World Square (Formely Quest World Square)
Sydney , NSW
10.2015 - 02.2017
- Greeted guests upon arrival, verified reservations and checked-in guests.
- Provided prompt, friendly customer service to all guests while answering inquiries and resolving issues.
- Processed payments accurately and efficiently using cash register systems.
- Maintained cleanliness of the lobby area and ensured that it was presentable at all times.
- Assisted with luggage handling for arriving and departing guests.
- Responded to guest complaints in a professional manner, providing resolution or escalating as necessary.
Technical Support Representative
Dell International Services
Hyderabad , Telangana
09.2013 - 04.2014
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
Process Executive
Infosys Ltd
Hyderabad , Telangana
04.2012 - 04.2013
- Identified areas for improvement in current operational processes.
- Maintained quality control standards by monitoring the performance of process operations.
- Monitored customer feedback to ensure customer satisfaction with services provided.
- Facilitated meetings between cross-functional teams to discuss process improvements.
Education
BBA - Management
Punjab Technical University
Kapurthala - Punjab - India08-2012
Skills
- Guest Experiences
- Staff Training
- Telephone Etiquette
- Outstanding Communication Skills
- Hospitality
- Cash Handling
- Reporting
- Property Management Systems
- Guest Relations Management
Languages
English
Full Professional
Hindi
Native/ Bilingual
Timeline
Hotel Manager
APX Darling harbour
06.2019 - Current
Front Office Team Leader
APX World Square
02.2017 - 06.2019
Guest Service Attendant
APX World Square (Formely Quest World Square)
10.2015 - 02.2017
Technical Support Representative
Dell International Services
09.2013 - 04.2014
Process Executive
Infosys Ltd
04.2012 - 04.2013
BBA - Management
Punjab Technical University
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