Mubashir Hakeem

 Ensuring a safe cabin environment is maintained for the guest in the Premium zones (Business and First Class) of the aircraft, providing flawless, upscale, professional and high-class guest service experience.
 In charge of following up on guest complaints and providing the appropriate service recovery and documenting any incidents pertaining to flight safety and service
 Responsible for the monthly review of Premium Class cabin crew during the flight and training audits
 Ensuring food and beverages are served at the correct temperature and delivered according to Etihad Services Standards in Premium Class.
 In charge to conduct Duty-Free sale in Business and first-class using techniques and sales dialogue to increase and exceed the sales target.
 Worked closely with the Cabin Manager and Cockpit Crew to maintain optimum levels of communication for the effective and efficient completion of in-flight safety and service duties.
 Grew client base by enrolling guests into the loyalty programme, being a brand ambassador of company we reflect company values at all times.

 Welcoming our guest and making rapport by smiling, eye contact, grooming, body language and voice notes.
 Handling High-class guest, providing superior services and convincing them in a professional way to buy our product.
 Illustrate the advantages and benefits of our brand.
 Carrying out background profile research and presenting new techniques.
 Seeking for a creative solution to our customer objections.
 Seeking to gain plans and growth for our slow-moving items.
 Achieving the monthly target set by the company and its goal.

 Responsible for the entire Front Desk operations including Recreation during the shift.
 Managing day to day operations and Night Audit.
 Handled the entire F&B operation during Night Duty In charge shift which includes - C-Taste Restaurant, C-Deli and C-Mondo Bar.
 Hand the opportunity to handle the department in the absence of the Guest services manager.
 Certified departmental trainer and responsible for the training of new colleagues along with refresher training for the team.
 Provide employees with coaching and counselling as needed to achieve performance objectives and reach their fullest potential.
 Ensure standards set by the department are met at all the times and the highest level of customer service is maintained.
 Achieved the overall score of 94% for the Front Office in LRA
 One of the first properties to achieve the up-selling target amongst all Rotana properties in the UAE for the year of 2014.
 Ensuring that all guest complaints are dealt with immediately in an efficient and professional manner with proper follow-ups.
 Maintain a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment.

 Responsible for guiding the hostess, waiter/waitress in the performance of their tasks.
 Assist in developing and implement strategies and training for all F&B colleagues.
 Managing day to day operations of the restaurant and coffee shop.
 Inventory management & (FBM) placing requisitions for outlet F&B supplies.
 Create 100% guest satisfaction by providing the Yes I Can! Experience through performance that demonstrates the standard of genuine hospitality and exceeding guest expectations.
 Give personal attention, takes personal responsibility & uses teamwork when providing guest services.
 Perform other duties required to provide the services in an efficient manner like table layouts, cover set-ups, buffet displays, and theme night set-ups.
 Listen, apologize with empathy, find a solution and follow through when resolving guest complaints.