Mohammed Ali
Hoffman Estates,IL
Summary
Highly motivated and customer-focused Hotel Front Desk Agent with over 2+ years of experience in hospitality. Adept at providing exceptional guest services, handling reservations, and managing front desk operations efficiently. Possesses strong communication skills and a warm, welcoming demeanor to enhance the guest experience. Proficient in hotel management software and problem-solving to ensure seamless operations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Courtyard by Marriott
03.2022 - 10.2024
- Greet guests upon arrival and provide a warm, friendly welcome
- Manage reservations, check-ins, and check-outs efficiently
- Handle guest inquiries, complaints, and special requests in a professional manner
- Process payments, issue room keys, and maintain accurate billing records
- Coordinate with housekeeping and maintenance staff to ensure guest satisfaction
- Upsell hotel services and amenities to enhance guest experience
- Assisted guests with booking accommodations and provided information on hotel services
- Resolved guest concerns promptly to maintain high satisfaction levels
- Managed phone inquiries and emails regarding reservations and general inquiries
- Supported the front desk team in administrative and clerical tasks
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Education
Bachelors’ - Computer Science
Bachelor of Science - Computer Engineering
JNTUH Engineering
IndiaSkills
- Guest relations and customer service
- Front desk operations
- Reservations and check-ins/outs
- Problem resolution
- Hotel management software (Opera, PMS, etc)
- Multitasking and organizational skills
- Cash handling and billing
- Communication and interpersonal skills
- Time management
Accomplishments
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Assisted concierge with special projects, completing tasks ahead of schedule.
- Developed revenue streams for the hotel by informing guests of the establishment's array of services including the spa, salon, upscale restaurants and the casino.
Certification
- First Aid Certification - American Red Cross or St John Ambulance.
- Data Privacy for the Hospitality Industry Certificate – International Association of Privacy Professionals.
Languages
English
Professional Working
Hindi
Native or Bilingual
Spanish
Elementary
Timeline
Front Desk Agent
Courtyard by Marriott
03.2022 - 10.2024
Bachelors’ - Computer Science
Bachelor of Science - Computer Engineering
JNTUH Engineering
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