Duty Manager/Night Manager
Sheraton Deira Hotel
Total years of experience :17 years, 2 Months
2013-Present Sheraton Deira Hotel Dubai, UAE
Duty Manager/Night Manager
Oversee the entire Front Office operation to maintain high standards
•Serve as a point of contact for regular and VIP Guests
•Complete Night Audit duties
•Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
•Understand and demonstrate correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
•Represent the Hotel Manger and other senior managers in their absence, taking full responsibility of the hotel
•Manage, record and promptly resolve issues or emergencies that arise
•Demonstrate current knowledge of hotel products, services, pricing and policies,
•Act in accordance with all security and emergency procedures and manage the instigation of these, as required
•Conduct annual and mid-year Appraisals with Team Members
•Conduct Health and Safety Checks and Night Walks, and maintain a good status awareness of all hotel areas
•Assist other departments, as necessary
2007-2013 Sheraton Hotel Riyadh, Saudi Arabia
Guest Services Supervisor
• Overseeing all Front Office operations, (Front Desk, PBX, Concierge, Bell, Door, and Valet Services); setting and maintaining high level of guest service; providing training, coaching, counselling, and disciplining of all the front office shift employees.
• To respond orally to positive or negative feedback received directly from guests or via comments cards/feedback systems and to develop strategies.
• To be aware of local market competition, to monitor trends within the industry and make suggestions how these could be implemented in our hotel.
• To handle guest complaints, comments, problems, requests, preferences and other incidence in a professional and efficient manner.
• Carried out check-in and check-out duties.
• Adhered strictly to hotel policy and regulations.
• Star of the Week 2008 award.
• Resolved customer complaints and requests.
• Ensures complete run of operations in a smooth and pleasant manner.
• Taking care of the Night Shift Operations as Night Manager
1999-2007 Serena Hotel Faisalabad, Pakistan
Serena Hotels is a hotel chain that operates in Afghanistan, Kenya, Mozambique, Pakistan, Rwanda, Tanzania, Uganda and Tajikstan.The Group trades under the name Tourism Promotion Services (TPS Serena) . The company is listed on the Nairobi Stock Exchange and has 19 properties in Africa.
Duty Manager
• Worked as a receptionist.
• Carried out check-in and check-out duties.
• Adhered strictly to hotel policy and regulations.
• Promoted to the rank of Shift Leader in 2000
• Supervisor of the Month June 2006
• Resolved customer complaints and requests.
• Attended Seminar and course's regarding Consumer satisfaction and servicing.
• Catered to the needs and requirements of individuality amongst guests.
• Letter of excellence with regards to servicing guests beyond expectations.
• Worked irregular hours to ensure full customer satisfaction.
• Finally promoted to the rank of Duty Manager in 2002.
• Ensures complete run of operations in a smooth and pleasant manner.
• Work allocation amongst available staff distributed.
• Worked as Night Manager for 4 years.
1995-1996 Punjab University Lahore, Pakistan • Bachelor of Arts (BA)
1991-1992 Civil Pilot High School Gujrat, Pakistan Metric (O-Level equivalent)