Muhammad Umer
Helsinki
Summary
Self-motivated Hospitality Front Office Profession brings proven leadership, organizational and customer relations skills. Interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Front Office Supervisor
Tiger Home Hotel and Apartments
03.2019 - 12.2022
- Coached employees through day-to-day work and complex problems.
- Dispersed petty cash to employees and collected and managed receipts.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Created, prepared, and delivered reports to various departments.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
Front Office Manager
Javson Airport Hotel
05.2017 - 02.2019
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Staff trainings
- Directly reporting to the General Manager
Duty Manager
Hotel Javson
03.2016 - 04.2017
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Housekeeping Supervisor
Hotel Javson
08.2015 - 01.2016
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Managed laundry sorting, washing, drying, and ironing.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Worked with front desk to respond promptly to all guest requests.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Completed schedules, shift reports, and other business documentation.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Evaluated employee performance and developed improvement plans.
- Scheduled and prioritized tasks to staff, overseeing work completion.
Rooms Division
Akbar's Kinara Hotel
04.2015 - 07.2015
- Reviewed housekeeping supply charts and inventories.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Coordination and control of Front Office department, housekeeping, breakfasts and general knowledge about the building plant.
- Front desk receptionist and Room attendant basic work frame and job descriptions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked flexible hours across night, weekend and holiday shifts.
Education
Associate of Arts - Hotel & Restaurant Management
University of Gujrat
Gujrat, Pakistan09.2015
Intermediate - Pre Engineering
Ibn-e-Imam Degree Science Collage
Gujrat, Pakistan08.2013
High School Diploma -
Govt. Talim Ud Din High School
Gujrat, Pakistan03.2010
Skills
- Office Meetings
- Event Coordination
- Hospitality Service
- Coaching and Training
- Project Management
- Reservation Coordination
- Guest Registration
- Inventory Control
- Billing and Invoicing
- Operational Reporting
- Hotel Reservations
- Customer Service Management
- Front Office Management
- Guest Satisfaction
- Telephone Reservations
- Workflow Processes
- Microsoft Office
Languages
English, Arabic, Hindi, Punjabi
Native language
Timeline
Front Office Supervisor
Tiger Home Hotel and Apartments
03.2019 - 12.2022
Front Office Manager
Javson Airport Hotel
05.2017 - 02.2019
Duty Manager
Hotel Javson
03.2016 - 04.2017
Housekeeping Supervisor
Hotel Javson
08.2015 - 01.2016
Rooms Division
Akbar's Kinara Hotel
04.2015 - 07.2015
Associate of Arts - Hotel & Restaurant Management
University of Gujrat
Intermediate - Pre Engineering
Ibn-e-Imam Degree Science Collage
High School Diploma -
Govt. Talim Ud Din High School
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