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Cluster Duty Manager

About Candidate

Location

Education

B

Bachelors Degree (B.SC)

2015
IHM Mumbai Institute of Hotel Management , Mumbai , India

Hospitality Management

H

High School

2012
Indian School Muscat , Oman

Humanities with Economics

Work & Experience

P

Pre -Opening Cluster Duty Manager

August 2022 - February 2023
Accor TLA (Global Sports Event – FIFA World Cup 2022) (1440 rooms), Doha, Qatar

Played a key role in the Pre-opening phase, managing 1440 rooms with streamlined operations. Led a team of 42 professionals, ensuring exceptional service that exceeds guest expectations. Trained 100+ Talents - Conducted trainings and recorded project inductions for all new joiners in the front office and housekeeping. - Supervised front office check-in/check-out procedures, addressing concerns and resolving escalated issues. - Responsible for room allocation, staff schedules, maintaining the property's cleanliness and sanitation standards. - Improved guest satisfaction rate through feedback, queries resolution, and proactive customer service. - Oversaw emergency procedures and crisis situations according to the Emergency Evacuation Operations Plan. - Proficient in LQA standards and Gallup survey tools, as well as Opera, Hotelogix & Hotsos systems. - Achieved Accor certified trainer for the prestigious Train-The-Trainer (TTT) program.

S

Senior Floor's Executive / Acting Floor's Manager (Front Office ,IP/OP , COVID-19 Centre & ER departments)

July 2021 - August 2022
Al Hayat International Hospital, Muscat, Oman

Oversaw several department managements, improving patient flow, resolving complaints, and elevating service standards.Adept in generating insightful reports for seamless operations. - Achieved a significant improvement in the hospital's Google rating, elevating it from 2.9 to 4.0 through the implementation of high-quality standards. - Managed medical, nursing, technical, clerical, and maintenance personnel, ensuring smooth daily operations and excellent patient care. - Implemented strategies to improve patient satisfaction and quality of care & adhered to all hospital policies & procedures. - Established and maintained strong relationships with multidisciplinary teams, including physicians, nurses, and other healthcare professionals.

F

Front Office Executive

May 2016 - January 2021
Shangri-La Hotels & Resorts, Muscat, Oman (640 rooms)

Delivered world-class service across three hotels, excelling in Opera system proficiency & room upselling. Demonstrated expertise in room assignments and diligently monitored billing procedures & audit findings. - Achieved a revenue increase of 23,000 Omani Rials in two years through successful upselling of rooms. - Successfully resolved guest complaints and offered additional perks to enhance guest satisfaction. - Effectively monitored in-house billing, half board & full board plans, handled night audits with expertise & precision. - Trained new hires on the company policies and procedures as well as conducting regular training on Opera systems. - Offered VIP check-ins, directing guests to their rooms and handling check-ins from the comfort of their suite.

P

Pre - Opening Front Office Butler

April 2015 - April 2016
St Regis Hotels & Resorts Marriott International, Mumbai, India (395 rooms)

Played a pivotal role in the Re-Branding of the St. Regis Mumbai Marriott & introducing the Butler services. Provided exceptional, personalized service to high-profile guests. Received positive feedback and maintained confidentiality. Upheld luxury standards, built strong guest relationships, and enhanced hotel reputation. - Deliver personalized and exceptional service to discerning guests, ensuring their comfort and satisfaction throughout their stay. Experienced in providing assistance to VIP guests with a variety of personal services. - Acted as a liaison between guests and various hotel departments, effectively communicating and coordinating to ensure seamless guest experiences. - Handled guest complaints and resolved issues promptly and professionally.

I

Industrial Trainee

November 2013 - April 2014
The Oberoi Hotels & Resorts, Trident Brands, Mumbai, India (892 rooms)

Worked closely with the most pivotal departments that drive the success of a hotel. These invaluable experiences allowed me to immerse myself in the heart of operations, gaining profound insights and hands-on expertise across critical areas. - Assisted the front desk team in welcoming and checking-in guests, ensuring a smooth and efficient arrival process. - Collaborated with the F&B team in delivering exceptional dining experiences to guests, providing attentive service and ensuring guest satisfaction. - Participated in room inspections and ensured the cleanliness and readiness of guest rooms, meeting the hotel's quality standards. - Engaged in various training programs and workshops, cultivating an environment of ongoing learning and professional growth.

Portfolio

Awards

A

Accor Certified TTT (Train-The-Trainer)

October 2022
TLA The Qatar Global Sports Event FIFA world Cup 2022
E

Exceptional Performance Silver Star Member (September)

2016
Shangri-La Hotels & Resorts, Muscat, Oman
E

Exceptional Performance Silver Star Member (October)

2016
Shangri-La Hotels & Resorts, Muscat, Oman
T

TSA Certified (Front Desk Upselling-Achieved USD62,000)

2019
Shangri- la Hotels & Resorts, Muscat, Oman
T

The Fundamentals of Revenue Management & Revenue Strategy in hotels

2022
ESSEC Business School (Online)
E

Emotional Intelligence for Project Managers

2023
LinkedIn Learning
L

Licensed Certified Basic First Aid & CPR

2022
Venture Gulf Training Centre, Doha, Qatar