Ali Raza
Egg Harbor,NJ
Summary
Coordinated General manager with more than four years of experience working for high-end hotel chains. Worked at the desk before that for five plus years. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration.
Overview
13
13
years of professional experience
Work History
Hotel General Manager
Quality Inn Flamingo
Atlantic City , New Jersey
01.2020 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Supervised team of front desk agents and helped to resolve issues arising during shifts.
- Provided exceptional service and assistance to guests upon check-in.
- Provided services efficiently and with high level of accuracy.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Made sure occupancy in May to September was minimum above 85%.
Hotel General Manager
Clarion Inn
Atlantic City, NJ
01.2018 - 01.2020
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Supervised team of front desk agents and helped to resolve issues arising during shifts.
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Oversaw day-to-day operations of 71-room hotel with staff of 12 employees.
Front Desk Agent
Best Western Hotel
Atlantic City, NJ
06.2013 - 12.2018
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees and payments.
- Used internal software to process reservations, check-ins and check-outs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Answered multi-line phone system and greeted callers enthusiastically.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities.
- Managed over 30+ calls, along with taking at least 35+ check-ins daily.
Cashier, Waiter, Manager
Mehfil Restaurant
Atlantic City, NJ
01.2010 - 06.2013
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Recorded inventory sales into organization's weekly income report.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Accomplished multiple tasks within established timeframes.
- Conducted monthly inventories of raw materials and components on work floor.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Prepared and recommended long-range plans for development of department personnel.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Used cash registers and credit card machines to cash out customers.
- Stayed up-to-date on menu changes to help customers make food choices.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Managed restaurant even with lines of people outside every week. Made sure, no one went away.
- Managed to fill up 48 seats of restaurant we had once weekly.
Education
Associates - Computer Sciences, Programming
Penn Foster College
Scottsdale, AZ05.2022
High School Diploma -
Atlantic County Institute of Technology
Mays Landing, NJ06.2013
Skills
- Guest accommodations
- Guest experiences
- Cash Handling
- Quality assurance
- Talented leader
- Outstanding communication skills
- Reservations management
- Brand Management
- Telephone etiquette
- Travel coordination
- Feedback Acceptance
- Customer Relations
- Reliable and Responsible
- Employee Training
- Team Collaboration
- Staff Management
- Sales and marketing
- Front desk operations
- Schedule Coordination
- Recordkeeping
- Strong Organizational Skills
- Professional and Courteous
- Multitasking and Time Management
- Judgment and Decision Making
- Active Listening
- Problem-Solving
- Google Drive
- Training
- Recruiting and interviewing
- Employee performance evaluations
- High Energy and Stamina
- Cleaning and Sanitizing
- Understanding Customer Needs
- Calm and Professional Under Pressure
Timeline
Hotel General Manager
Quality Inn Flamingo
01.2020 - Current
Hotel General Manager
Clarion Inn
01.2018 - 01.2020
Front Desk Agent
Best Western Hotel
06.2013 - 12.2018
Cashier, Waiter, Manager
Mehfil Restaurant
01.2010 - 06.2013
Associates - Computer Sciences, Programming
Penn Foster College
High School Diploma -
Atlantic County Institute of Technology