Azeem Hameed Gill
Albany,NY
Summary
To obtain a responsible and challenging position in a Reputed Organization, which will enhance my initiative, motivation, analytical & managerial skills and to make full use of my education and experience. Professional customer service representative prepared for high-impact roles in front desk operations. Skilled in addressing guest needs efficiently and maintaining welcoming environment.
Overview
14
14
years of professional experience
Work History
Front Desk Supervisor
Crown Plaza The Desmond Hotel Albany, New York.
11.2024 - Current
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored staff on customer service best practices and hotel policies.
- Resolved guest complaints promptly, enhancing overall satisfaction and loyalty.
- Managed booking systems, streamlining reservations and minimizing errors in scheduling.
- Implemented operational improvements that increased team productivity and service quality.
- Coordinated with housekeeping and maintenance to ensure timely room readiness for guests.
- Developed training materials focusing on hospitality standards and service excellence.
Front desk representative
Crown plaza The Desmond hotel
11.2024 - 2024
- Warmly welcome and check-in/check-out hotel guests, ensuring accuracy in details.
- Efficiently manage room reservations, modifications, and cancellations.
- Handle guest inquiries, providing information about hotel facilities and services.
- Resolve guest complaints with a diplomatic and proactive approach, ensuring satisfaction.
- Process payments, including cash, credit cards, and maintain accurate financial records.
- Monitor hotel security and follow safety procedures, ensuring guest and staff well-being.
- Complete administrative tasks, including filing, data entry, and maintaining guest profiles.
- Promote hotel services, amenities, and upsell room upgrades or additional services.
- Collaborate with team members to maintain a positive and cohesive work environment.
- Resolved customer inquiries and complaints, enhancing guest satisfaction and experience.
- Managed guest check-ins and check-outs, ensuring smooth front desk operations.
Guest Service Agent
Media Rotana
01.2014 - 06.2020
- Give a warm welcome and check in guests taking into account the established SOPs.
- Check out of departing guest in accordance with the established standards.
- Corporate with colleagues from all departments, in particular Housekeeping, Accounting and Reservation.
- Ensure that the Guest Service Desk is manned, operationally prepared and stocked at all times in order to be available for guests as a point of contact.
- Maintain the privacy of all guests by ensuring that no details of the guests are disclosed.
- Managed check-in and check-out processes, ensuring smooth transitions for guests.
- Delivered exceptional guest service, addressing inquiries and resolving issues promptly.
- Demonstrate a complete understanding of the hotel’s policies and procedures and service standards and have full knowledge of the hotel facilities and happenings.
Concierge Agent
Pearl Continental Hotel
09.2011 - 05.2013
- Welcome customers upon entrance and confirm reservations.
- Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements.
- Understand customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.
- Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations.
- Arrange events, excursions, transportation etc. upon request from hotel residents.
- Answer the phone and make reservations, take and distribute messages or mail and redirect calls.
- Respond to complaints and find the appropriate solution.
Education
Diploma - College of Tourism Hotel Management
COTHM
PakistanIntermediate -
Board of Intermediate
PakistanMatriculation - undefined
Lahore Board
Skills
- Customer Services
- Customer Relations
- Supervising
- Managing Reservations
- Handle Multiple Tasks
- Resolving issues
- Negotiation
- Excellent Communication Skills
- Handling Customer Complains
- Cash Handling
- Problem-solving skills
- Time management
- Listening skills
- Welcoming guests
LANGUAGES
English
Hindi
Urdu
Punjabi
Timeline
Front Desk Supervisor
Crown Plaza The Desmond Hotel Albany, New York.
11.2024 - Current
Front desk representative
Crown plaza The Desmond hotel
11.2024 - 2024
Guest Service Agent
Media Rotana
01.2014 - 06.2020
Concierge Agent
Pearl Continental Hotel
09.2011 - 05.2013
Matriculation - undefined
Lahore Board
Diploma - College of Tourism Hotel Management
COTHM
Intermediate -
Board of Intermediate
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