Mohammed Zahir Hasan Koli
Duty Manager
Doha
Summary
Experienced Customer Service with a demonstrated history of working in the airlines/aviation industry. Skilled in OnQ, Hotel Management, Hospitality Industry, Revenue Analysis, and Front Office. Strong support professional with a Bachelor's Degree focused in Hotel and tourism management from Bangkok University.
Overview
12
12
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Duty Manager
Accor Hotels
Doha
04.2022 - Current
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
- Implemented cost-saving measures to enhance profitability and align with budget.
- Conducted regular performance appraisals of staff to determine compliance of goals and objectives.
- Assisted in development of marketing materials and campaigns to use for promotions and advertising.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Developed and implemented useful strategies to increase sales and customer satisfaction.
- Developed and implemented new procedures and policies to improve operational productivity.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Operations Manager
Concord Group Of Companies
Dhaka
01.2021 - 03.2022
- Devised processes to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed and maintained relationships with external vendors and suppliers.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Analyzed and reported on key performance metrics to senior management.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Increased profit by streamlining operations.
- Assisted in recruiting, hiring and training of team members.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Manager In Charge
Hotel Grand
Barishal
01.2021 - 12.2021
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Modified inventory control programs to maintain and enhance annual business plan.
- Carried out and developed social media, e-blast and public relations campaigns.
- Produced staffing matrix to provide adequate coverage of department.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
- Consolidated vendors and renegotiated contracts to optimize costs.
Customer Service
Qatar Airways
Doha
07.2017 - 06.2020
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Front Office Manager
Golden Tulip, The Grandmark
Dhaka
04.2017 - 06.2017
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Coached employees through day-to-day work and complex problems.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Delivered performance reviews, recommending additional training or advancements.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Guest Services Manager
Dhaka Regency Hotel & Resort
04.2015 - 03.2017
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Led weekly team meetings to communicate upcoming promotions and current metrics.
- Set and managed policies for concierge services and guest relations.
- Planned specialized service for elderly or disabled guests, ones with children and VIP guests.
- Overhauled concierge, spa and pool services with improved signage, increased hours and better trained attendants.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Handled front desk and guest services budget and outlined adherence plans for specific positions.
- Reviewed upcoming events and planned for expected challenges.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Understood and implemented safety and emergency procedures.
- Maintained and troubleshot hotel property management systems.
- Liaised between guests and hotel management, relaying information, promotions and issues.
- Oversaw lobby operations and concierge services.
- Implemented procedures and services to improve hotel services and amenities.
- Monitored staff training, scheduling and shift changes.
Asst. Manager Reservation and Revenue
Best Western Plus maple Leaf
03.2014 - 03.2015
- Noting VIP’s special requests, early arrivals, late arrivals, handle late check-out charges etc
- O Assigns rooms for the day’s arrival
- O Prepare notification to the Housekeeper and to the Room service for flower, fruits, extra requests etc
- O Checks every registration for accuracy, legibility and completeness of information
- If any discrepancies are found then follow-up
- O Checks all guest history cards prior to arrival so that any previous request should be handled
- Mohammed Zahir Hasan - page 2 o Co-ordinates with Bell Captain on transports and baggage handle
- O Forward any comments and complaints to my supervisor for action
- O Supervise the tidiness of the front desk, checks uniforms, shoes haircut etc
- O Re-checks group room allocations and prepare final rooming list
- O In night shift makes out the room revenue report, seven day’s forecast, VIP’s and repeat guest arriving list
- O Co-ordinate with accounts, credit department, sales and marketing department
- O Attend the shift briefing and front office monthly meeting.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Completed general labor tasks such as loading and unloading materials, cleaning up job sites and operating heavy machinery.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong communication and organizational skills through working on group projects.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked flexible hours across night, weekend and holiday shifts.
- Successfully operated heavy equipment such as forklifts.
- Applied effective time management techniques to meet tight deadlines.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to develop and implement creative solutions to complex problems.
Front Office Supervisor
Dhaka Regency Hotel & Resort
06.2014 - 03.2015
- Having knowledge of entire Reservation Procedure according to BWI Hotel manual system
- O Responsible for Hotel and Local Reservations and
- Reservation - Links to Best Western World Wide
- O Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Front Office
- Manager
- O Allocate daily tasks to Reservations staff
- O Responsible for preparation of occupancy forecast
- O Responsible for training staff
- O Responsible for implementation of policies and procedures
- O Responsible for recording Company/Travel Agent Rates both in system and correspondence file
- O Liaison with Sales Department in regards to occupancy,
- Rates Reservation's Analysis
- O Identify Top Producing Accounts ensure proper recognition by
- Reservation staff o Responsible for various Production reports and supply to each department concerned
- O Monitoring Telephone Manner and general performance of reservations staff daily
- O Supervising of Group Reservations
- O Maintain cordial relations with commercial clients
- O Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action
- O Responsible for work schedule
Senior Guest Service Agent
Dhaka Regency Hotel And Resort
01.2013 - 06.2014
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Assisted with luggage handling, valet services and concierge services.
- Maintained accurate and up-to-date records of guest information.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Assisted guests with variety of services and local attraction information.
- Facilitated and coordinated transportation services for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
- Handled customer complaints to satisfy and retain guests.
Guest Service Agent
Dhaka Regency Hotel & Resort
01.2012 - 01.2013
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Collected room deposits, fees, and payments.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Recommended hotel services or amenities that guest may find useful.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
Guest Service Agent
Dhaka Regency Hotel & Resort
09.2010 - 12.2011
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Collected room deposits, fees, and payments.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Provided guest assistance and recommendations for tourist attractions.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Processed guest check-ins and check-outs following procedures for fast turnover.
Education
Bachelor's Degree - Hotel and tourism management
Bangkok University
01.2008 - 01.2010
Associate’s Degree - Tourism and Hospitality Management
IBAIS University
01.2006 - 01.2008
Diploma - Restaurant and hotel Management
Cambrian College
01.2005 - 01.2006
School - Business/Commerce
Dhaka Commerce College
01.2002 - 01.2004
Business/Commerce
Uttara high School
School
01.2000 - 01.2002
Skills
Hotel Managementundefined
Timeline
Duty Manager
Accor Hotels
04.2022 - Current
Operations Manager
Concord Group Of Companies
01.2021 - 03.2022
Manager In Charge
Hotel Grand
01.2021 - 12.2021
Customer Service
Qatar Airways
07.2017 - 06.2020
Front Office Manager
Golden Tulip, The Grandmark
04.2017 - 06.2017
Guest Services Manager
Dhaka Regency Hotel & Resort
04.2015 - 03.2017
Front Office Supervisor
Dhaka Regency Hotel & Resort
06.2014 - 03.2015
Asst. Manager Reservation and Revenue
Best Western Plus maple Leaf
03.2014 - 03.2015
Senior Guest Service Agent
Dhaka Regency Hotel And Resort
01.2013 - 06.2014
Guest Service Agent
Dhaka Regency Hotel & Resort
01.2012 - 01.2013
Guest Service Agent
Dhaka Regency Hotel & Resort
09.2010 - 12.2011
Bachelor's Degree - Hotel and tourism management
Bangkok University
01.2008 - 01.2010
Associate’s Degree - Tourism and Hospitality Management
IBAIS University
01.2006 - 01.2008
Diploma - Restaurant and hotel Management
Cambrian College
01.2005 - 01.2006
School - Business/Commerce
Dhaka Commerce College
01.2002 - 01.2004
Business/Commerce
Uttara high School
School
01.2000 - 01.2002
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