A.M Hasnain

As a Club Lounge Manager I’m responsible for recognition and engagement of our most valuable Bonvoy - Elite members through delivery of the highest quality member stay experience by manages and coordinates all aspects of Elite members’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanisms. • Monitor club personnel to ensure maximum guest satisfaction by personally recognizing all Marriott Bonvoy members, VIPs, and repeat guests, and providing prompt cordial attention from arrival to departure. • Check in with guest relations personnel to ensure that Bonvoy Elite members receive all benefits on a consistent basis, and that repeat guests and other VIPs receive special recognition and service. • On a daily basis, review all expected arrivals and pre-select Members enrollment targets. • Greet VIPs, Members , and repeat visitors personally. • Handle guest complaints and refer them as needed; follow up on corrective action. • Schedule and attend Marriott Bonvoy and VIP meetings on a regular basis to check room allocations, amenities, and special requests. • Schedule and attend Members and VIP meetings on a regular basis to check room allocations, amenities, and special requests.

Fully in-charge the restaurant. Welcome guest arrange and setup tables for guest. Responsible of Guest dining experience. Collect Guest feedback. Communicate with chef for special requests of guest.

• Lead the Loyalty Guest service team to improve the GuestVoice and analyze customer feedback from hotel website + social-media reviews and suggest ways to improve ratings • Provide upscale guest service experiences for guests throughout their stay • Ensure guests are properly greeted upon their arrival • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in • Oversee check-in and check-out procedures, including reservations and financial transactions • Promptly address guests’ requests, like in-room dining • Actively listen to and resolve complaints • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns • Inform guests of our hotel services, including breakfast and dining options • Promote all hotel amenities, conveniences and programs offered • Examine daily duties, assign tasks and check on progress • Recommend local tourist spots, including places to dine, shop and sight-see • Establish friendly relationships with regular hotel clients

•Ensure and provide flawless, upscale, professional and high class guest service experiences •Analyse customer feedback and provide strategic direction to continuously improve overall rating •Respond to guests needs and anticipate their unstated ones •Expect and react promptly to guests’ requirements and inquires •Actively listen and resolve guests’ complaints •Oversee and coordinate all arrivals and departures of special guests (VIPs) •Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery •Promote all amenities, conveniences and programs offered •Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to •Appraise team’s performance and produce reports •Examine activities logbook, assign tasks appropriately and implement control schedule daily

• Greet and register incoming guests. • Handle guest requests and concerns promptly and with courtesy. • Assist guests with any inquiries regarding local entertainment, restaurants or transportation. • Maintain efficient and effective flow of information with guests and all internal departments. • Handle additional duties as needed by guests or management.

• Greet and register incoming guests. • Process guest folios and collect payment. • Administer and manage cash handling responsibilities. • Handle guest requests and concerns promptly and with courtesy. • Assist guests with any inquiries regarding local entertainment, restaurants or transportation. • Maintain efficient and effective flow of information with guests and all internal departments. • Handle additional duties as needed by guests or management.

1.Front office as a Guest Services Agent Main responsibilities are: • Greet and register incoming guests. • Process guest folios and collect payment. • Administer and manage cash handling responsibilities. • Handle guest requests and concerns promptly and with courtesy. • Assist guests with any inquiries regarding local entertainment, restaurants or transportation. • Maintain efficient and effective flow of information with guests and all internal departments. • Handle additional duties as needed by guests or management. 2. Housekeeping Supervisor & Order Taker Main responsibilities are: • Responsible for Departmental keys and guest room master cards. • Responsible for all calls coming to the Desk and to convey the right message to the right person. • Maintaining records related to day to day operations of Housekeeping. • Follow up with concerned departments in case of guest requests/ complaints. • Prepare the room discrepancy list for Front office. • Prepare the VIP amenities list. • Prepare the Minibar consumption list. • Post mini bar and laundry charges to the respective guest folios. • Handle the lost and found procedures and policies. • Changing the room status from Vacant dirty to vacant clean and changing the room status as per requirement. • Coordinate with Engineering / Maintenance department for room maintenance issues. • Co-ordinate with Front office department. • Give proper handover to the next shift and mention all responsibilities in detail to next shift staff before leaving.

Internship in Birmingham Best Inn As a team player in, Reception Housekeeping Restaurant