Faiz Abdullah
Abu Dhabi,United Arab Emirates
Summary
Results-driven hospitality professional with 12 years of progressive experience in luxury 5-star hotels and resorts, advancing from Reservations Agent to Reservations Manager. Strong expertise in reservations operations, group management, inventory control, and distribution across multiple market segments. Proven track record in improving conversion rates, optimizing inventory accuracy, and enhancing guest experience through service excellence and team leadership. Skilled in collaborating with Sales, Revenue, and Front Office departments to support accurate forecasting, pricing updates, and demand analysis. Adept at leading high-performing teams, implementing process improvements, and ensuring seamless reservation operations that contribute to overall revenue success
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work history
Reservations Manager
Saadiyat Rotana Resort & Villas- Abu Dhabi
Abu Dhabi
12.2021 - 12.2025
- Ensure all reservation enquires are professionally and promptly handled and that there is no loss of business.
- Performing quality checks to ensure accurate rates, market segments, promotions, and profiles are entered correctly.
- Coordinate training to existing and new agents in the team to maintain and improve reservation selling skills.
- Participates in staff recruitment, organizes on-job and monthly training for all staff.
- Performance to ensure guests/clients satisfaction.
- Handle and resolve guest issues in a positive and effective manner to protect company revenue and guest satisfaction.
- Maintain administration procedures, as per company and Hotel standards; this includes all reservations and requests are confirmed, rates are loaded, no show charges are validated and sent to Finance for posting, the system is maintained, and new ones set up; fax machine is checked, and correspondence is placed in the applicable places.
- Conduct annual reviews, recommend appropriate succession plan for Colleague’s development to ensure the sustainability of the service department; provide suggestions for improvement, and identify barriers to success, and ways to overcome those.
- Monitor and report results of any incentive programs in place; responsible to make sure integrity of the program is maintained, and that all requirements are followed.
- Monitored competitor activities for benchmarking hotel services and pricing strategy.
- Developed promotional strategies for higher room occupancy during off-peak seasons.
- Updated reservation policies, leading to fewer cancellations and no-shows.
- Ensured timely resolution of disputes by coordinating effectively between guests and departments.
Complex Assistant Reservations Manager
Pearl Rotana | Capital Centre Arjaan | Centro Capital Centre
08.2019 - 12.2021
- Supported the Reservations Manager in daily operations and team leadership.
- Assisted in forecasting, pricing updates, and revenue reporting.
- Ensured accuracy of rates and promotions across all distribution systems.
- Supervised agents and maintained service excellence through coaching and KPI tracking
Complex Groups Coordinator
Centro Capital Centre Arjaan | Centro Capital Centre
Abu Dhabi, UAE
01.2018 - 07.2019
- Handled all group blocks, contracts, and allocations.
- Coordinated with Sales, Events, and Revenue departments to ensure accurate rooming lists and billing.
- Managed group inventory to optimize displacement, rates, and revenue contribution
Team Leader Reservations
Centro Capital Centre
Abu Dhabi
11.2016 - 12.2017
- Led the reservations team in daily operations to achieve high service and efficiency.
- Supported training, quality monitoring, and performance improvement.
- Ensured data accuracy within the PMS and GDS systems
Reservations Agent
Centro Capital Centre
Abu Dhabi
08.2014 - 10.2016
- Handled guest reservations, inquiries, and upselling.
- Maintained accurate booking information and provided exceptional guest service.
- Achieved high conversion and guest satisfaction scores
- Assisted customers in the reservation process swiftly and accurately for enhanced satisfaction levels.
Education
Bachelor of Commerce - Business Administration
University of Gujrat
pakistan 01.2010 - 12.2012
Skills
- MS Office, Outlook, Power Point, Excel, Word
- Excel Q&A Vision files
- Sap business objects BI launch pad
- Opera PMS (Property Management System)
- Opera Cloud (Property Management System)
- IDEAS G3, Rate Tiger, Travel Click, Lighthouse Pricing
- STR Reports
- Channel Manager Tools ( RVNG)
LANGUAGES
English
Urdu
Certificates
- Destination Leadership Training (DL) Centro Capital Centre / Apr 2017 - Apr 2018
- Managing Peoples Performance Certification (MPP) Centro Capital Centre / May 2021 - May 2021
- Interviewing Selection Skills (ISS) Centro Capital Centre / May 2021 - May 2021
LINKS
LinkedIn: https://www.linkedin.com/in/faiz-a-abdullah-87b72b7134/
PERSONAL DETAILS
- Date of birth: 1992
- Nationality: Pakistani
- Visa status: Residence visa
- Marital status: Married
Timeline
Reservations Manager
Saadiyat Rotana Resort & Villas- Abu Dhabi
12.2021 - 12.2025
Complex Assistant Reservations Manager
Pearl Rotana | Capital Centre Arjaan | Centro Capital Centre
08.2019 - 12.2021
Complex Groups Coordinator
Centro Capital Centre Arjaan | Centro Capital Centre
01.2018 - 07.2019
Team Leader Reservations
Centro Capital Centre
11.2016 - 12.2017
Reservations Agent
Centro Capital Centre
08.2014 - 10.2016
Bachelor of Commerce - Business Administration
University of Gujrat
01.2010 - 12.2012