Majid Farah

• Handled customer complaints calmly and professionally to maintain hotel reputation.
• Encouraged mutual trust, respect and cooperation among team members.
• Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
• Coached front of house teams in delivering smooth, professional reception services.
• Used customer satisfaction survey findings to address improvement areas.
• Kept back of house accounts and records updated, enabling clear performance monitoring.
• Recruited high-performing hospitality staff, onboarding with appropriate training.
• Managed hotel budgets through careful planning and business strategy.
• To plan and implement effective up-selling techniques, ensure maximum yield production and directs the Front Office, in identifying the source of business we need and we want to secure for our hotel. Coordinates with the Reservations & Revenue Manager for future reservations per room type as and when necessary, and liaises for closing or opening rate codes in order to control rooms’ inventory and securing maximum revenue
• To periodically inspects all the Al Bustan Hotel areas and building premises, to ensure cleanliness and comfort of all our clients and guests. Conducts inspections and ensures physical facilities are kept in optimal condition by full implementation of preventive maintenance programs and judicious planning and management of FF&E, as directed by the Management and in full coordination with the concerned departments.
• Oversees and directs the functions and performance of employees under the Rooms Division, and may include orientation, coaching, counselling, training, and coordination with the Personnel department with respect to recruitment, wage and salary administration, successful planning and employee appraisals.

• Maintained high standards of accuracy and quality in data entry and recordkeeping.
• Reviewed front office log books and guest feedback forms to identify areas needing improvement.
• Generated reports and feedback for presentation to general manager.
• Accepted and recorded vouchers, travellers cheques and other forms of payment.
• Updated office management on team's activities and progress at weekly meetings.
• Collaborated with travel agents to respond to special requests for rooms and rates.
• Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
• Scheduled staff and delegated assignments to adequately cover operational and project requirements.
• Supervises directly and indirectly all Front Office Department staff
• Ensures all cash and credit policies are followed

Stays up to date on room rates, packages, discounts, and how to handle each

As well as how each relates to other departments

• Maintained high standards of accuracy and quality in data entry and recordkeeping.
• Designed strategic schedules, rotas and workloads to promote productivity.
• Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
• Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.
• Created and submitted progress reports to upper management.
• Constantly exceeded customer satisfaction targets by reviewing comment cards and implementing corrective action plans.
• Resolved team conflicts and assisted with identified problems to maintain sense of teamwork.
• Optimised financial performance by effectively monitoring and maintaining operation and overhead costs.
• Enforced clerical team compliance with industry best practices and internal policies.

• Organised briefing for night shift staff to follow instructions.
• Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
• Scheduled night staff and coordinated workflow to foster adequate shift coverage and seamless operations.
• Maximised occupancy rates by optimising reservation and housekeeping processes.
• Coordinated strategies to protect hotel property, staff and guests.
• Assisted with check-ins, check-outs and reservations to support front office operations.
• Monitored guest activities to provide fruitful experience.
• Patrolled areas to monitor site security and enforce compliance with health and safety regulations.
• Maintained safe and secure environment by monitoring signs of disruptive behaviour.
• Extended assistance to guests with disabilities or special requests to accommodate needs.
• Coached front of house teams in delivering smooth, professional reception services.
• Maintained excellent security provisions for appropriate hotel and grounds control.
• Mentored and trained staff on quality service delivery, company policies and problem resolution.

• Controlled cash and credit card payment transactions at the front desk.
• Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
• Handled all duties and tasks for the night manager and concierge when those individuals were unavailable.
• Ran daily, weekly and monthly reports to close day and meet objectives.
• Logged audit work, noted findings and compiled evidence of misdeeds.
• Reconciled floats and administered petty cash systems.
• Greeted and checked-in guests promptly and professionally.
• Performed nightly updates to room charges and rates.
• Supervised front desk operations to ensure that all guests received superior customer service from hotel employees.
• Kept reservations systems up-to-date for clear availability management.
• Completed late check-ins and directed guests to rooms and facilities.
• Handled tasks and responsibilities for front office employees when the team was understaffed.

• Expertly handled complaints and recorded customer feedback to enhance guest experience.
• Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
• Maintained excellent product and service knowledge to offer helpful customer guidance.
• Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
• Delivered first class customer care through polite, professional service.
• Advised guests of current offers and promotions to upsell services.
• Delivered front of house duties with warm and professional manner.
• Greeted visitors upon arrival, verifying identity and booking details and issuing visitor passes.
• Checked guests in and out and processed payments according to booking notes.
• Reduced waiting times through effective time and resource management.
• Kept reception area clean and organised to uphold professional office reputation.
• Screened and verified visitor IDs, maintaining security of personnel and office environment.
• Answered calls and routed to proper guest or department during switchboard operator absences.
• Issued room keys to guests upon check-in and answered questions regarding locations and ammenities.

• Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
• Greeted visitors upon arrival, verifying identity and booking details and issuing visitor passes.
• Solved administrative and customer service issues with knowledgeable assistance and friendly support.
• Delivered front of house duties with warm and professional manner.
• Resolved minor customer issues and requests for information, escalating complex problems to line manager.
• Maintained reception area stock of important forms and brochures.
• Screened and verified visitor IDs, maintaining security of personnel and office environment.
• Represented company and promoted brand with exceptional service and presentation.
• Issued visitor and contractor passes and recorded visits on security system.
• Reduced waiting times through effective time and resource management.