Khalil Zaeer

Duty Manager | Dec 2023 – Present

• Lead and oversee all front office operations, ensuring compliance with Marriott brand standards, SOPs, and service excellence benchmarks.
• Supervise, coach, and mentor a multicultural front desk team to improve efficiency, guest satisfaction, and team engagement.
• Resolve guest complaints and escalations, including VIPs and high-profile clients, ensuring a world-class guest experience.
• Coordinate seamlessly with Housekeeping, F&B, Engineering, and Concierge departments to maintain operational continuity.
• Monitor room inventory, manage reservations, and optimize occupancy in collaboration with Revenue Management.
• Conduct daily audits, monthly KPI tracking, and reporting to senior management to support operational improvements.

• Manage all night operations for the hotel, ensuring seamless front desk, security, and guest services while adhering to brand standards.
• Handled guest complaints, emergencies, and VIP arrivals during night hours, resolving issues promptly and maintaining guest satisfaction and loyalty.
• Conducted night audits, financial reconciliations, and operational reporting, ensuring accuracy and compliance with management standards.

• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Attended staff meetings and brought issues to attention of upper management.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.