Rehan Gill
Westin Reston Heights
Fairfax Station,VA
2
Languages
11
years of professional experience
Experienced hospitality professional with strong skills in reservation management and guest recovery strategies. Demonstrated success in maximizing occupancy rates while ensuring exceptional guest experiences through effective staff management and operational procedures.
Work History
Front Office Supervisor
1 Year 9 Months- Supervised front desk operations to ensure exceptional guest service and satisfaction.
- Trained and mentored staff on customer engagement and hospitality standards.
- Implemented efficient check-in/check-out procedures to enhance operational flow.
- Resolved guest inquiries and complaints promptly, maintaining high service levels.
- Coordinated with housekeeping and maintenance teams to ensure readiness of facilities.
- Monitored inventory levels for front office supplies, ensuring availability and cost-effectiveness.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Created, prepared, and delivered reports to various departments.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Analyzed guest feedback to identify areas for improvement in service delivery and overall experience.
- Managed 25+ incoming calls on a daily shift
- Managed Gift shop inventory
Front Office Supervisor
3 Years 8 Months- Dispersed petty cash to employees and collected and managed receipts.
- Achieved high-quality service by maintaining open communication channels among team members.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Coached employees through day-to-day work and complex problems.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Monitored front areas so that questions could be promptly addressed.
Front Desk Agent
4 Months- Delivered exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Processed reservations using property management systems to optimize occupancy rates.
- Coordinated with housekeeping to maintain room availability and cleanliness standards.
- Implemented efficient workflow practices, enhancing overall guest satisfaction ratings.
- Collected room deposits, fees, and payments.
Front Desk Supervisor
5 Years 6 Months- Coordinated room assignments and maintained accurate reservation records using hotel management software.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Enforced policies and procedures to increase efficiency.
Education
Associate of Science - Hotel Management
Skills
Reservation management
Property management software
Skilled in Lightspeed
Upselling techniques
Guest recovery strategies
Issue handling
Staff management
Reservation support
Customer engagement
Languages
Spanish
Professional Working
Urdu
Native or Bilingual
Timeline
Front Office Supervisor
Westin Reston Heights
2024.11 - CurrentRead More
Front Office Supervisor
Westin Tysons Corner
2021.03 - 2024.11Read More
Front Desk Agent
The Graham Georgetown Hotel
2020.11 - 2021.03Read More
Front Desk Supervisor
Westin Tysons Corner
2015.05 - 2020.11Read More
Northern Virginia Community College
Associate of Science from Hotel Management
Read More