Summary
Overview
Work history
Education
Skills
Languages
Reference :
Timeline
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Malak Usman Naseer

Malak Usman Naseer

Abu Dhabi,United Arab Emirates

Summary

Adaptable hospitality professional with proven history of superior guest service. Addresses challenges with resourceful problem-solving and high emotional intelligence. Strong command of industry best practices and de-escalation techniques. Friendly and approachable individual with talent for communication and problem-solving, coupled with strong organisational skills and background in customer service. Skilled in handling diverse customer queries and ensuring positive guest experience. Committed to creating memorable interactions and enhancing guest satisfaction in the Guest Service Agent role.

Overview

8
8
years of professional experience

Work history

Guest Service Agent and Cashier

Abu Dhabi Country Club
Abu Dhabi, United Arab Emirates
12.2021 - Current
  • Welcomes guests and takes care of them from their arrival through to their departure.
  • Anticipate guests' needs and consider them to guests' satisfaction by providing high-quality Customer service.
  • Help meet the department's quantitative targets through sales efforts and teamwork
  • Develop friendly and personalized relationships with the guests.
  • Deal swiftly, efficiently with guest complaints through problem-solving and effective communication
  • Processed payments promptly, ensuring accurate billing.
  • Adapted quickly to unexpected situations.

Guest Service Agent

Strand Hotel
Abu Dhabi, UAE
09.2021 - 12.2021
  • Give a warm welcome to all guests in a professional manner.
  • Respond to the guest requests for help and information
  • Ensured smooth check-ins and check-outs for superior convenience.
  • Maintain the privacy of all guests by ensuring that no details of the guests are disclosed
  • Preparing room bills and ensuring prompt payments


Guest Service Agent

Novel City Center Hotel
Abu Dhabi, UAE
01.2021 - 08.2021
  • Give a warm welcome to all guests in a professional manner
  • Improve overall guest satisfaction with attention to detail in all tasks.
  • Manage hotel reservations for optimal room occupancy.
  • Ensure smooth check-ins and check-outs for superior convenience.
  • Provide high-quality customer service to enhance guest experience.
  • Deliver excellent communication skills to resolve any queries or issues of guests.

Outlet Cashier

Novel City Center Hotel
Abu Dhabi, UAE
05.2018 - 12.2019
  • Received payment as cash, credit cards, or automatic debits
  • Issue receipts, refunds, credits, or change due to customers
  • Identified counterfeit notes whilst handling cash, ensuring financial security.
  • Answer all phone calls promptly and efficiently, using the correct greeting and effective communication.
  • Demonstrated patience while dealing with difficult customers, maintaining professionalism.
  • Calculate the total payment received during the period, and reconcile this with total sales.

Outlet cashier

Mercure Hotel (Accor Group)
Abu Dhabi
10.2017 - 05.2018
  • Received payment as cash, credit cards, or automatic debits
  • Issue receipts, refunds, credits, or change due to customers
  • Calculate the total payment received during the period, and reconcile this with total sales.

Education

Bachelor of Commerce - Business, Accounts And Finance

University of the Punjab
Gujranwala/Pakistan.

Skills

  • Guest relations
  • Customer Satisfaction
  • Customer service
  • Service focus
  • Guest complaint handling
  • Hospitality standards knowledge
  • VIP handling acumen
  • Payment Processing
  • Guest experience
  • Telephone etiquette
  • Customer Satisfaction
  • Effective Communication
  • Adaptability
  • Knowledge of hotel operations and procedures
  • PMS knowledge
  • Room booking expertise

Languages

English
Fluent
Urdu
Fluent
Hindi
Advanced
Kashmiri
Native

Reference :

  • Heshan Abdelaal

Front Office Manager

Ph: 0552448748

email: Hesham@adcountryclub.com

  • Kamran Ahmed

Asst Director F&B Marriott Karachi

Ph: +92 3002008471

email: kamran.ahmed@marriottkarachi.com

Timeline

Guest Service Agent and Cashier

Abu Dhabi Country Club
12.2021 - Current

Guest Service Agent

Strand Hotel
09.2021 - 12.2021

Guest Service Agent

Novel City Center Hotel
01.2021 - 08.2021

Outlet Cashier

Novel City Center Hotel
05.2018 - 12.2019

Outlet cashier

Mercure Hotel (Accor Group)
10.2017 - 05.2018

Bachelor of Commerce - Business, Accounts And Finance

University of the Punjab

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Malak Usman Naseer