Md Faisal Wahid
Al Quoz
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Duty Manager
The Singapore Marriott Tang Plaza Hotel
01.2023 - Current
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Developed and implemented new procedures and policies to improve operational productivity.
- Developed and implemented customer service policies to enhance satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Trained employees in essential job functions.
Club Lounge Supervisor
The Ritz-Carlton, Dubai International Financial Center
05.2021 - 12.2022
- Supervise Executive Lounge associates to ensure all hotel policies, procedures, regulations and standards are followed
- Ensuring that Reception and F&B operations run smoothly and in a professional manner at all times
- Perform all front desk related responsibilities and duties when assigned or required
- Assuming leadership in the absence of Executive Lounge Assistant Manager and Executive Lounge Manager
- Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the-job and 15min training
- Support and assist all Front Office sections
- Ensures that all guests receive prompt, cordial attention and personal recognition and resolves related problems
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation
- Resolve guest issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Front Office Agent
The Ritz-Carlton, Ras Al Khaimah, Al Wadi Desert
02.2020 - 05.2021
- Greet and welcome the guest on their arrival to the hotel
- Complete the registration formalities according to the BSA(Brand Standard Audit)point
- Carry out In Villa Check Ins in absence of Experience Concierge
- Check the availability of villas and co-ordinate with the housekeeping team for vilas for the arrivals of the day in the absence of Rooms Controller
- Carrying out the task of checking credit limit, rate change for the day
- Keeping a track of all the PMs (Pay Master) Rooms and making a report for them
- Co-ordinating between Sales & Marketing, Revenue team and Finance team in order to ensure proper and timely closure of PM Rooms
- Use upselling techniques to sell the higher categories of villas and also promote the other services available in the hotel
- Notifying the housekeeping team of all departures, late departures, early arrival and special requests
- Process guest checkout formalities
- Handles cash, paid outs, credit cards and direct billing requests
- Carry out foreign exchange services
- Balances cash at the close of the shift
- Post all the credit charges to the guest folios (bills)
- Handle general enquires received at the Front Desk, either from in house guests or from non-residents.
Guest Service Agent - Front Office Executive
The Westin Kolkata Rajarhat, India
07.2017 - 02.2020
- Greet and welcome the guest on their arrival to the hotel
- Confirm the details of the guests with confirmed reservation
- Complete the registration formalities according to the BSA (Brand Standard Audit)point
- Assign rooms and escort the guests upto their rooms
- Check the availability of rooms and co-ordinate with the housekeeping team for rooms for the arrivals of the day
- Use upselling techniques to sell the higher categories of rooms and also promote the other services available in the hotel
- Notifying the housekeeping team of all departures, late departures, early arrival and special requests
- Process guest checkout formalities
- Handles cash, paid outs, credit cards and direct billing requests
- Carry out foreign exchange services
- Balances cash at the close of the shift
- Post all the credit charges to the guest folios (bills)
- Handle general enquires received at the Front Desk, either from in house guests or from non-residents.
Education
B.Sc. (Hotel Management) -
Institute of Hotel Management, Bhubaneswar
01.2017
10+2 -
Albany Hall Public School Kolkata
01.2014
Skills
- OPERA System Handling
- Proficient in Microsoft Office
- GXP System operation
- Communication
- Guest Handling
- Teamwork
- Adaptability
- Drive for Results
- Time Management
Certification
- Finalist in the AICR Best Receptionist of the year 2021
- Received a certificate as a Front Desk Agent for the nomination in Five Star of the Quarter (Front of House 04, 2020)
- Received the Take Care Champion Certificate (Nomination for the Outstanding Executive Front of the House) for the month of June and October 2019.
- Received a Certificate of Completion in Industrial Training from Taj Bengal, Kolkata.
- Received a letter of appreciation in Food and Beverage department during the industrial training.
Personal Information
- Date of Birth: 09/09/1995
- Nationality: Indian
- Marital Status: Single
- Religion: Islam
Skype I D
live:faisal.knightrider
Disclaimer
I hereby certify to the best of my knowledge and belief that the above information is true and correct.
References
Reference can be provided upon request
Timeline
Duty Manager
The Singapore Marriott Tang Plaza Hotel
01.2023 - Current
Club Lounge Supervisor
The Ritz-Carlton, Dubai International Financial Center
05.2021 - 12.2022
Front Office Agent
The Ritz-Carlton, Ras Al Khaimah, Al Wadi Desert
02.2020 - 05.2021
Guest Service Agent - Front Office Executive
The Westin Kolkata Rajarhat, India
07.2017 - 02.2020
B.Sc. (Hotel Management) -
Institute of Hotel Management, Bhubaneswar
10+2 -
Albany Hall Public School Kolkata
- Finalist in the AICR Best Receptionist of the year 2021
- Received a certificate as a Front Desk Agent for the nomination in Five Star of the Quarter (Front of House 04, 2020)
- Received the Take Care Champion Certificate (Nomination for the Outstanding Executive Front of the House) for the month of June and October 2019.
- Received a Certificate of Completion in Industrial Training from Taj Bengal, Kolkata.
- Received a letter of appreciation in Food and Beverage department during the industrial training.
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