Communication Center Manager

shahrukhrasheed

Oman, Muscat

About Candidate

Over 12 years I have worked in the hospitality industries in Different Destinations, Different Luxury and Award Winning Brands, Pre Opening Hotels, Residences and Resorts, gained extensive knowledge and developed customer service skills as well as train the team members.

Awarded Degree in Hospitality Management from Melbourne, Australia, working and managing many software tools related to hospitality industry.

I have been quite successful as a Passionate Hotelier Leader in the hospitality sector, keeping in mind that guests are the first company strength.

I believe I am hardworking, honest, reliable, and passionate in my chosen profession. I pride myself in my work ethics, and am approachable, friendly, and supportive to my colleagues. I work well in a team environment and practice excellent time management skills.

Hospitality Industry has given me opportunities to improve myself and understand the Customer needs, Business Future Growth, Culture Awareness, Team Work and Motivate other Hoteliers

Yours Sincerely,

Shahrukh Rasheed
shahrukhrasheed@gmail.com

Education

B
Bachelor of Hospitality Management Industry 2016
Box Hill Institute of Tafe Melbourne, Australia
D
Diploma in Hospitality Management 2008
Box Hill Institute of Tafe Melbourne, Australia

Experiences

P
PBX Manager Department Head Pre-Opening Team November 2024 - Present
Mandarin Oriental Hotel and Residences Muscat, Oman

• Conduct Briefings and share the daily report and events with team. • To ensure data entry and data collection of PBX team is error-free. • To ensure that guest requests are communicated to the relevant department. • To ensure staff punctuality, equipment, personal hygiene, and grooming. • To ensure guest feedback’s area monitored as per MOHG Standards. • To handle all emergency calls as per MOHG and local authorities’ standards. • To prepare in-room guest letters and communication documents. • To receive, process and deliver wake up calls in an accurate manner. • To monitor service delivery by implementing action plans to meet and exceed our guests’ expectations. • To support Front Line team when needed and praise the colleague

R
Residence Liaison Leader Pre-Opening Team May 2022 - October 2023
Atlantis The Royal Resorts and Residences Dubai, UAE

• Supervising Bell Desk, Valet, Wellness Team, Butlers, and other Teams • Assist with all queries, plans or arrangements of the Residents • Anticipate service’s needs, note down the preferences and acting on them • Assist owners with mail, messages, and requirements they may have • Welcoming, greetings and eye contact with Owners and visitors. • Incidents with should be logged and report to manager and security • Ensures correct filling and updating resident’s and visitor’s records • Maintain the lobby area including Residence Liaison office • Ensure complete and comprehensive handover is given to next shift

G
Guest Relation Supervisor Front Office April 2016 - May 2022
Luxury Property, The Torch Doha Hotel, Qatar

• Supervising all Guest Relation, Bell Desk & Concierge, Operators, Valet. • Ensure the implementation of brand standard (LHW) on all areas. • Escort all Guests and VIPs to designated areas in Hotel and Rooms. • Allocate and Inspected Rooms & Suites for all Guests before arrival. • Ensuring proper check-in & check-out Guests in Opera System. • Inspected all guest Room before Arrival and any issue report to concerned department

G
Guest Relation Supervisor Pre-Opening Team April 2016 - April 2018
Naufar Wellness Resort (By The Torch Doha Hotel, Qatar)

• We offered the Exceptional Hospitality and Customer Services to Guest. • Innovate new ideas for smooth operation & handling emails, • Conduct Morning Briefing and Weekly meetings with all GRO Staff • Booked appointment for Guest In iEMR & Opera system. • Allocate, Inspected Rooms & Villas for all Guest before arrival. • Coordinate with clinical and non-clinical departments and take initiatives

G
Guest Service Officer Front Desk December 2012 - December 2015
Grand Hyatt Dubai Hotel, United Arab Emirates

• We served Guests by Greeting, Welcoming, and directing to areas. • Check In and Check Out Executive Guests on OPERA System. • Escort Executive and VIPs Guest’s to rooms and Executive Lounge. • Maintain the standard set up of the Front Desk and offer Hyatt loyalty programs. • Count money, verify amounts and issue receipts for payments received.

G
Guest Service Officer Grand Club Lounge January 2012 - November 2012
Grand Hyatt Melbourne Hotel, Australia

• Ensure the satisfaction of Executive Guests, offered personalized services. • Check In and Check Out Executive Guests on OPERA System. • Provide concierge and business centre facilities. • Setup, maintain and breakdown the buffet for food and beverages. • Maintain the standard set up of the Grand Club Lounge.

G
Guest Services Communication Center October 2011 - January 2012
Grand Hyatt Melbourne Hotel, Australia

• Directs call to guest rooms, staff, departments through the PABX. • Answer all incoming and outgoing calls according to Hyatt Brand Standard • Record and Maintain Airlines Data on Alcatel, arrange Wake up calls.

F
Front Service Bell Desk & Concierge December 2008 - October 2011
Grand Hyatt Melbourne Hotel, Australia

• Assisting guests with luggage, meeting and greeting upon arrival and departure. • Provide the necessary information about hotel product and city.

C
Casual Guest Services Communication Center September 2008 - December 2008
Grand Hyatt Melbourne Hotel, Australia

• Places outgoing calls receives guest messages & handle emergency calls. • Answer all incoming and outgoing calls according to Hyatt Brand Standards

Skills

• OPERA PMS System
• HotSoS, Micros & HotLync
• Triton & Alliants System
• Cisco Finesse, Mitel System
• Sevenrooms System
• Prepare Induction Plans for staff. • Conduct On Job Trainings Skills • Prepare SOPs • Prepare Feedback & Minutes • Prepare Role Plays and Scenarios
• Prepared Duty Roster • Ms. Office Package