ADEEL LIAQAT
Sharjah
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
16
16
years of professional experience
Work History
Front Office Manager
Nova Park Hotel Sharjah
10.2022 - Current
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Delivered performance reviews, recommending additional training or advancements.
- Prepared agendas and took notes at meetings to archive proceedings.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Assist Front Office Manager
Nova Park Hotel Sharjah
11.2016 - 09.2022
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers
- Participate and supervise all activities related to the process of rooming Hotel Guests
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
- Supervises the management of debtors, group and individual guest invoicing and cash operations
- Involved in recruitment of new team members for front office
- Following up with all guest comment cards via email, mail, or telephone and providing any necessary service recovery
- Handling upset guests and dealing with multiple tasks at once to ensure guest satisfaction
- Responsible for assisting FOM with overseeing Front Desk operation which consisted of training, coaching/counseling, empowering, and scheduling associates
- Coordinating with other hotel departments in order to increase levels of communication and guest satisfaction
- Responsible for Guest Assistance Files and guest surveys and worked on how to improve hotel satisfaction & loyalty
- Acted as Manager on Duty 2-4 nights per week
- Assisted FOM in managing web based reservations system
- Supervising Room / Rate change closely and ensuring proper key control
- Communicating all Management decisions to the Front Desk Staff to ensure proper follow up and implementation
- Collaborated with Hotel Manager & FOM to evaluate team member performance.
Receptionist/Night Auditor/Night In charge
Nova Park Hotel Sharjah
08.2010 - 10.2016
- Participate in all activities related to the process of rooming Hotel Guests
- Ensure that all Guests receive a courteous welcome upon check in
- Ensure Proper Shift Hand Over
- Prepare and submit all reports requested by the Front Office Manger
- Handle Complaints with immediate action and through Proper follow up
- Establish and maintain effective communication
- Supervise Room / Rate change closely
- Ensure proper Handling of Guest Mail, Messages and Parcels
- Ensure Proper Key Control
- To communicate all Management decisions to the Front Desk Staff to ensure proper follow up and implementation
- To be prepared for replacing the Night Auditor/In-charge whenever needed and completing night audit and related night accounting procedures in his absence
- Perform related Duties and special Projects as assigned
- Personal appearance and behavior will always represent the Hotel in the Best way
- Performing Night Audit process once a week to relieve Night Auditor.
Guest Services Officer
Park Plaza Hotel
05.2010 - 07.2010
- Ensure that all Guests receive a courteous welcome upon check in
- Ensure Smooth Check in and checkout process for hotel guests
- Handle Complaints with immediate action and through Proper follow up
- Establish and maintain effective communication
- Ensure the brand and /or group’s loyalty programmed promoted to guest
- Strive along with the team to attain the department’s quantitative targets.
Guest Services Officer
Pearl Continental Hotel Bhurban
10.2008 - 05.2010
- Participate in all activities related to the process of rooming Hotel Guests
- Maintain knowledge of all company promotions and hotel pricing, to provide information to guests, on request
- Deliver excellent customer service and maintain a high standard of customer management, at all times
- Dealing with guest complaints
- Maintain personal knowledge by completing in-house training, attending courses and completing workbooks
- Looking after suggestions & complaints
Restaurant Cashier
05.2008 - 08.2008
- Handling all the billing of the guests in assigned restaurants
- Depositing all the cash and credit card transaction to the General cashier
- Maintain a high standard of customer service at all times
- Achievements:
- Employee of the Year” for the year 2011 in Nova Park Hotel Sharjah
- Employee of the month” for the month of July 2011 in Nova Park Hotel Sharjah
- Appreciation letter from Front Office Manager in “Park Plaza Hotel” for all round good performance during the service period
- The month” for September 2009 in Pearl Continental Hotel Bhurban Pakistan.
Education
Bachelor of Science -
University Of Punjab
Rawalpindi2006
Higher Secondary School Certificate -
Government College Satellite Town
Rawalpindi2003
Secondary school certificate -
Federal Board of Education
Islamabad2001
Skills
- Workflow Coordination
- Policy and Procedure Modification
- Documentation and Control
- Oral and Writing Communication
- Proficient in multiple PMS
- Customer Relations
- Listening Skills
- Administrative Skills
- Microsoft Office Suite
- Training and Coaching
English, Arabic, Russian(Intermediate), Urdu/Hindi, Punjabi,
Multiple languages
Languages
English
Bilingual or Proficient (C2)
Arabic
Upper intermediate (B2)
Russian
Intermediate (B1)
Urdu
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Timeline
Front Office Manager
Nova Park Hotel Sharjah
10.2022 - Current
Assist Front Office Manager
Nova Park Hotel Sharjah
11.2016 - 09.2022
Receptionist/Night Auditor/Night In charge
Nova Park Hotel Sharjah
08.2010 - 10.2016
Guest Services Officer
Park Plaza Hotel
05.2010 - 07.2010
Guest Services Officer
Pearl Continental Hotel Bhurban
10.2008 - 05.2010
Restaurant Cashier
05.2008 - 08.2008
Bachelor of Science -
University Of Punjab
Higher Secondary School Certificate -
Government College Satellite Town
Secondary school certificate -
Federal Board of Education
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