Hi, I’m
Mudasir Ahmed Khan
Dubai,UAE
Summary
Motivated Business Administration Apprentice skilled in helping set up and improve company administrative processes. Experienced in managing and updating information to verify accuracy of data for reporting and evaluation purposes. Commended for attention to detail and producing high standards work.
Overview
13
years of professional experience
1
Certification
Work history
Madinat Jumeirah, Service one and Restaurant ReservationsDubai, United Arab Emirates
Guest Service Agent
10.2021 - Current
Job overview
- Responsible for taking clear and accurate information about every booking and updating it correspondingly in the database
- Upselling the non-moving restaurants
- Testing of new procedures to improve the department productivity
- Handling online chat system and responding back to the customer
- Make sure that Jumeirah SOP Standards are strictly followed Provide training, feedback, checking a colleague's performance
- Making reservations for customers based on their various requirements and budgetary allowances
- Selling, promoting reservation services, and processing payments.
- Liaised with hotel departments to meet guest needs efficiently.
- Resolved customer complaints with professionalism and patience.
- Arranged transportation services for guests, offering seamless travel experiences during their stay.
- Utilised knowledge of hotel facilities and services to assist guests accordingly.
- Provided high-quality customer service for enhanced guest experience.
- Demonstrated problem-solving abilities by effectively managing challenging situations.
- Handled telephone calls professionally, directing them appropriately within the hotel.
- Handled emergency situations calmly and efficiently, prioritising safety of guests.
- Assisted guests in locating local attractions to enrich their stay.
- Improved overall guest satisfaction with attention to detail in all tasks.
- Enhanced guest satisfaction by providing prompt and courteous service.
- Delivered excellent communication skills to resolve any queries or issues of guests.
- Answered guest calls and resolved queries promptly and politely.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Maintained excellent product and service knowledge to offer helpful customer guidance.
- Applied local area knowledge to provide guests with information about dining options, sports events and live entertainment.
- Delivered first class customer care through polite, professional service.
- Answered calls and routed to proper guest or department during switchboard operator absences.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Instructed maintenance staff to service rooms with known issues.
- Managed incoming calls effectively using switchboard systems.
- Kept reservations systems up-to-date for clear availability management.
- Suggested restaurants tailored to guest preferences.
Burj - Al - Arab, Restaurant reservationsDubai
Team Leader
12.2015 - 06.2019
Job overview
- Ensure each guest receives the Ultimate Experience
- Personalizing each guest request for a memorable Experience
- Guiding the team to grab the opportunity of upselling
- Building Bridges between Team and Various departments and Management for effective communication and smooth operation
- Conducting Daily Briefings for the team members for any new updates and Training
- Inspiring and motivating all the Team members towards the Company Targets
- Preparing various monthly, weekly and daily reports for management
- Investigating any issue and report to the manager with Areas of improvement
- Conducting Regular Random Audits on the quality of calls and emails and providing proper training to the team member
- Updating the record of each Colleagues, performance, training, coaching Etc.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Improved customer satisfaction through close collaboration with the team.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Developed strategies for improved performance level across the team.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Led project coordination, resulting in timely delivery.
- Introduced innovative solutions which maximized output without compromising quality.
- Devised actionable plans towards achieving set business objectives within deadlines.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
- Streamlined workflow for a more efficient process.
- Encouraged open communication, fostering a positive work culture.
- Fostered a high-performing environment to drive productivity and quality.
- Led shifts and motivated team to drive sales.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Followed opening, closing and shift changeover procedures for seamless operations.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Supported new hires through onboarding process for speedy and successful training.
- Prioritized and assigned tasks for strategic and optimized distribution of workloads.
- Coached team members through new or difficult workflows.
- Delegated tasks to make best use of individuals' skills.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Led team of 18 colleagues to achieve KPI targets and successfully complete assigned projects.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Upskilled team members by planning and delivering training workshops.
- Collaborated with colleagues from different backgrounds to tackle new challenges.
- Created digital file classification system for company-wide use.
- Led and managed administrative staff to maintain smooth daily operations.
- Drafted procedural statements and guidelines for company-wide use.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
Burj - Al - Arab, Restaurant reservations.Dubai
Senior Shift leader
09.2011 - 11.2015
Job overview
- Actively assist in promoting F&B outlets and special events by providing full and detailed information
- Handling more than 200 calls, 80 emails, daily reports, and breaks schedule
- Maximize promotions and revenue of all F&B Outlets to achieve Monthly Revenue Targets
- Departmental Trainer" Trained more than 15 employees in the department"
- Delivering daily briefings and giving the operational instructions to the team.
Education
Hyderabad Sainik SchoolIndia
High School Diploma from All subjects
University overview
- Secondary Education M.S Junior College, Hyderabad India
- Matriculation from Hyderabad Sainik School (Military disciplined school), Hyderabad, India.
Skills
- Profound Knowledge of MS Office and Windows
- Strong and effective Communication Skills
- Email and Telephone professional Etiquettes
- Customer Oriented so that we have a repeat and new business from them
- Adaptive as per operation requirement
- Problem solving skills and revenue generating mindset
- Skilful in those Software's (Hotsos - Opera Cloud - PMS - Seven Rooms, Aliant's - Genesis)
- Health and safety
- Creating ultimate experience (CUE)
- Holding valid UAE driving license
- Payment Processing
- Multitasking
- Food & beverage service
- Guest relations
- First aid certificate
- Opera
- Complaint filing procedures
- Service coordination
- Guest complaint handling
- Fast typing speed
- File management
- Reservations systems
- Administrative skills
- Hospitality services
- Administration
- Guest reservations
- Guest experience
- Guest services
Languages
English
Hindi
Urdu
Custom
Internal
Personal Information
Title: Restaurant Reservation Team Leader
Accomplishments
Scored 100% score multiple times in IFH calls and Internal Audits.
Handling Get your guide account for Burj Al Arab which gave a revenue of AED 75K per month.
Certification
Dubai Driving License
First Aid Training frmo American Heart Insititute
References
References available upon request.
Timeline
Guest Service Agent
Madinat Jumeirah, Service one and Restaurant Reservations
10.2021 - Current
Team Leader
Burj - Al - Arab, Restaurant reservations
12.2015 - 06.2019
Senior Shift leader
Burj - Al - Arab, Restaurant reservations.
09.2011 - 11.2015
Hyderabad Sainik School
High School Diploma from All subjects
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