Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Papia Khatun

Papia Khatun

Doha

Summary

Experienced Hospitality Professional with over 6 years in the luxury hotel industry, including 5+ years in Qatar. Proven expertise in food and beverage service, guest relations, and cashiering across prestigious international hotel brands. Skilled in managing reservations, coordinating dining operations, and ensuring exceptional customer experiences in high-end establishments. Proficient in POS systems, cash handling, and maintaining financial accuracy. Strong track record in upselling, promoting hotel amenities, and supporting special events and private dining experiences. Adept at collaborating across departments, resolving guest concerns, and upholding brand standards in diverse cultural settings. Demonstrates adaptability, attention to detail, and a passion for creating memorable guest experiences in luxury hospitality environments.

Overview

7
7
years of professional experience

Work History

Food & Beverage Hostess & Cashier

Park Hyatt Doha, Qatar
12.2021 - Current
  • Create a Welcoming Guest Experience: Greet guests with warmth and professionalism upon arrival, setting a gracious tone that reflects Park Hyatt Doha's luxurious ambiance and cultural heritage.
  • Efficiently Manage Reservations: Handle reservation bookings via phone, email, and in-person requests, optimizing table allocations to enhance guest flow and minimize wait times.
  • Guest Seating and Personalized Service: Escort guests to assigned tables, ensuring proper seating arrangements, distributing menus, and sharing menu knowledge, including daily specials and signature dishes.
  • Cashiering and Payment Processing: Accurately process cash, credit card, and digital payment transactions using the Point of Sale (POS) system, ensuring balanced cash drawers and precise financial records.
  • Transaction Oversight and Reporting: Prepare detailed end-of-shift financial summaries, including cash balance sheets, transaction logs, and discrepancy reporting to maintain an audit-ready accuracy.
  • Menu and Hotel Knowledge Advocacy: Maintain thorough, up-to-date knowledge of dining offerings, seasonal promotions, and hotel amenities to enhance guest interactions and suggest personalized dining experiences.
  • Operational Coordination: Collaborate with kitchen, bar, and service teams to ensure smooth dining service, timely delivery of orders, and seamless handling of guest requests and preferences.
  • Event Promotion and Dining Experience Enhancement: Actively promote in-house venues-Opus, Anis, Sora, and the Lobby Lounge-by showcasing their unique dining concepts and culinary excellence.
  • Special Event and Private Dining Coordination: Assist with the organization and execution of tailored dining experiences, including exclusive events and private gatherings, ensuring superior service and attention to detail.
  • Guest Service and Satisfaction: Respond promptly and professionally to guest inquiries, complaints, and special requests, implementing proactive solutions to maintain high customer satisfaction.
  • Reception and Cloakroom Management: Manage the reception area and cloakroom services, assisting guests with personal belongings and ensuring a clean, organized environment.
  • Cleanliness and Orderliness: Maintain the cleanliness of dining and reception areas, adhering to the hotel's luxury standards.

Food and Beverage Team Member

Intercontinental Doha The City Hotel, Qatar
10.2019 - 11.2021
  • Delivered exceptional guest experiences by promptly greeting and seating patrons, personalizing service based on preferences, and addressing special requests while ensuring a warm, professional ambiance.
  • Handled guest inquiries and resolved complaints with tact and urgency to maintain high satisfaction, reinforcing loyalty and brand reputation.
  • Monitored and maintained optimal stock levels of food, beverages, and supplies, ensuring service readiness by replenishing buffet items, maintaining cleanliness, and organizing workstations.
  • Executed accurate food and beverage orders through effective communication with kitchen and bar teams, utilizing POS systems for seamless billing and transaction management.
  • Collaborated across departments by coordinating with kitchen staff, bartenders, and fellow team members to ensure smooth, synchronized service delivery.
  • Upheld brand standards and regulatory compliance by adhering to InterContinental Hotels Group's luxury service protocols and maintaining hygiene and food safety guidelines.
  • Enhanced guest experiences through proactive upselling, recommending specials, promotions, and signature items with expert knowledge of menu offerings and preparation details.
  • Supported private events and special occasions by managing setup, service flow, and personalized interactions, contributing to memorable luxury dining experiences.

Food and Beverage Order Taker

Hilton Jaipur, India
05.2019 - 09.2019
  • Delivered personalized guest service by promptly answering calls using Hilton's signature telephone etiquette, accurately taking orders, and entering them into the POS system with precision, enhancing operational efficiency.
  • Coordinated seamlessly with kitchen and service teams to ensure timely preparation and delivery of orders, meeting dietary needs, special requests, and ensuring satisfaction while maintaining Hilton Jaipur's luxury standards.
  • Provided expert recommendations, upselling menu specials and promotions from hotel dining venues, including Aurum, Chaandi, and Krystal, to maximize revenue and create memorable dining experiences.
  • Processed transactions with accuracy, managed cash drawers responsibly, and assisted in generating daily reports, reinforcing financial integrity and service accountability.
  • Supported hotel initiatives by promoting Hilton Honors benefits, assisting special events, and participating in training programs to continuously enhance product knowledge and align with Hilton's brand excellence.

Food and Beverage Attendant

Hilton Chennai, India
06.2018 - 02.2019
  • Delivered top-tier customer service at Hilton Chennai's premium dining outlets, including Ayna, Vasco's, and Q Bar, by managing food and beverage orders with precision and ensuring prompt service across diverse culinary environments.
  • Coordinated seamlessly with kitchen teams and staff to ensure efficient service, maintaining cleanliness standards at rooftop areas and high-traffic venues, while upholding strict hygiene and safety regulations to exceed guest satisfaction benchmarks.
  • Handled guest requests, special dietary needs, and inquiries with professionalism, actively promoting hotel services and upselling premium menu offerings to enhance revenue and drive personalized dining experiences.
  • Supported weddings, luxury events, and promotion activities by contributing to setup, service execution, and ambiance management, reflecting Hilton's sophisticated brand image & commitment to excellence in hospitality sector.
  • Operated advanced point-of-sale systems for seamless order processing and payment handling, participated in continuous service training, and leveraged knowledge of Hilton Honors benefits to elevate the overall guest experience.

Education

Diploma - Hotel Management

Frankfinn Institute of Airhostess Training
01.2018

High School (H.S.) - undefined

West Bengal Council of Higher Secondary Education (WBCHSE)
01.2017

Secondary School (Madhyamik) - undefined

West Bengal Board of Secondary Education
01.2015

Skills

Customer Service & Guest Relations
Greeting guests with warmth and professionalism
Creating a positive first impression upon arrival
Building rapport and ensuring guest satisfaction
Anticipating guest needs before they ask

Reservation & Seating Management
Managing walk-ins and reservations efficiently
Organizing seating plans for smooth service flow
Balancing table rotation between servers fairly
Reducing wait times with effective planning

Communication & Interpersonal Skills
Clear and confident verbal communication
Professional phone and email etiquette
Conflict resolution and complaint handling
Engaging with diverse guests from different cultures

Organizational & Multitasking
Handling multiple guests simultaneously with poise
Managing busy peak-hour operations
Coordinating waitlists and special requests
Maintaining composure under pressure

Technical Skills
Reservation & guest management systems: OpenTable, Servme
POS & property management systems: Micros, ONQ, Opera
Service & operations tools: HotSOS
Procurement & ordering: Birchstreet
General computer proficiency: MS Office Suite (Word, Excel, Outlook)
Operating phone systems and intercoms

Teamwork & Collaboration
Assisting servers, managers, and kitchen staff
Coordinating with bartenders for bar seating
Supporting smooth restaurant operations
Contributing to a positive team environment

Sales & Upselling
Promoting daily specials and events
Suggesting menu items or upgrades to guests
Supporting sales through warm guest interaction
Encouraging repeat visits and customer loyalty

Personal Attributes
Professional grooming and appearance
Strong attention to detail and accuracy
Reliability and punctuality
Friendly, approachable, and welcoming personality
Ability to adapt quickly to changing situations

Hobbies and Interests

Reading, Music, Traveling, Sport

Timeline

Food & Beverage Hostess & Cashier

Park Hyatt Doha, Qatar
12.2021 - Current

Food and Beverage Team Member

Intercontinental Doha The City Hotel, Qatar
10.2019 - 11.2021

Food and Beverage Order Taker

Hilton Jaipur, India
05.2019 - 09.2019

Food and Beverage Attendant

Hilton Chennai, India
06.2018 - 02.2019

High School (H.S.) - undefined

West Bengal Council of Higher Secondary Education (WBCHSE)

Secondary School (Madhyamik) - undefined

West Bengal Board of Secondary Education

Diploma - Hotel Management

Frankfinn Institute of Airhostess Training

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