Asfand Ali Khan
Hospitality And Tourism
Al Ain
Summary
Communication specialist with 7+ years of experience working at high-end hotel chains. Team player who provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance. Meticulous Guest Service Agent with adaptable, energetic and customer-oriented personality with exceptional listening skills. Devoted to delivering quality service and exceeding expectations. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure any position. Ready to help the team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on additional responsibilities to meet team goals.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
5
5
Languages
Work History
Guest Service Agent
Pura Vida Eco Retreats
Al ain
01.2022 - Current
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Greeted guests upon arrival and offered assistance.
- Maintained consistent positive customer feedback.
- Provided guest assistance and recommendations for tourist attractions.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Collected room deposits, fees and payments.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Assisted guests by furnishing information and directions to casino, gift shop and dining areas.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours which results us to be No:1 in whole Al ain as per Booking.com with the 9.5 rating.
Operations Officer
Electronic Security Company
Islamabad
01.2020 - 03.2021
- Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Maintained constructive client and vendor relationships.
- Increased response to unit reports and challenged management to quickly respond to and act on reports.
- Coordinated and led meetings to inform management and stakeholders of operational challenges and suggested improvements.
- Coordinated with external companies to fill openings effectively, reducing critical vacancies.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Verified compliance with best business practices throughout organization.
- Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
- Reviewed and revised standard operating procedures to incorporate employee and management feedback and streamline training processes.
- Interfaced with department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
Front Desk Officer and Human Resource Officer
Pearl Continental
Rawalpindi
10.2019 - 01.2020
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Conducted financial audits on scheduled basis.
- Updated customer accounts with add-on room charges, minibar use and room service bills.
- Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees
International Sales Executive
Axact
Islamabad
01.2019 - 11.2019
- Collaborated with Regional Sales Managers to make strategic sales decisions.
- Developed relationships with clients and potential clients to improve business growth.
- Set objectives and led sales team to achieve aggressive global sales goals.
- Resolved issues escalated by departments to satisfy customers and increase confidence in Service.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Contributed to event marketing, sales and brand promotion.
- Met with customers to discuss and ascertain needs and tailor solutions
Hotel Management Supervisor
Smart Suites
Islamabad
01.2017 - 11.2018
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Increased customer satisfaction by resolving issues.
- Collaborated with team members to achieve target results.
- Delivered services to customer locations within specific timeframes.
- Drove operational improvements which resulted in savings and improved profit margins.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Developed team communications and information for meetings.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
Front Desk Officer
Smart Suits
Islamabad
02.2016 - 12.2016
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Planned coverage needs and organized services to support incoming special events.
- Designed employee work schedules to address complete operational needs.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Entered and updated sensitive customer information during check-ins and room changes.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained transaction security by verifying payment cards against identification.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Telemarketing Sales Representative
kareemiya
Islamabad
09.2014 - 12.2015
- Completed daily cold calling and outreach to build sales pipeline.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Made average of 300 outbound and inbound calls per day.
- Completed daily and weekly sales reporting using assigned tools.
- Qualified leads and set up customer appointments for outside sales team.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
- Built relationships with customers using strong persuasion and active listening skills.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Answered calls, took messages and transferred calls to correct individuals.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Assisted with training and orientation of new employees.
Education
HIgher National Diploma - Business Administration And Management
BPP University
London 10.2017 - 01.2019
O'levels - Business
Roots IVY University
Islamabad 01.2012 - 01.2016
Skills
Local attraction knowledge
undefinedTimeline
Guest Service Agent
Pura Vida Eco Retreats
01.2022 - Current
Operations Officer
Electronic Security Company
01.2020 - 03.2021
Front Desk Officer and Human Resource Officer
Pearl Continental
10.2019 - 01.2020
International Sales Executive
Axact
01.2019 - 11.2019
HIgher National Diploma - Business Administration And Management
BPP University
10.2017 - 01.2019
Hotel Management Supervisor
Smart Suites
01.2017 - 11.2018
Front Desk Officer
Smart Suits
02.2016 - 12.2016
Telemarketing Sales Representative
kareemiya
09.2014 - 12.2015
O'levels - Business
Roots IVY University
01.2012 - 01.2016
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