Sirwan Moshirpanahi
Sulaymanieh
Summary
With 10+ years of experience in guest relations and operational efficiency, I possess a strong skill set as a Front Office Manager. Specializing in staff training and revenue optimization, I have achieved notable results including a 20% improvement in guest satisfaction scores on Booking.com and a 12% revenue increase through optimized operational processes and upselling initiatives at the front desk. Seeking a Front Office Manager position at a leading hospitality organization, I am excited to apply my expertise in guest relations and operational management to support your mission of delivering exceptional customer service and operational excellence. Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records.
Overview
11
11
years of professional experience
Work History
Front Office Manager
Grand Millennium Hotel Sulaimani
01.2022 - Current
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
Assistant Front Office Manager
Grand Millennium Hotel Sulaimani
11.2020 - 12.2021
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Coached employees through day-to-day work and complex problems.
Hotel Duty Manager
Grand Millennium Hotel Sulaimani
11.2020 - 10.2021
- Reduced guest complaints by ensuring strict adherence to hotel policies and procedures.
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
- Maintained high standards of cleanliness throughout the property, conducting regular inspections to ensure compliance with health and safety regulations.
- Provided personalized attention to VIP guests, ensuring their needs were met beyond expectations during their stay at the hotel.
- Streamlined hotel operations by effectively managing front desk, housekeeping, and maintenance staff.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Manager in Charge
Ashur Hotel
05.2019 - 10.2020
- Oversee daily operations of the resort/hotel, ensuring a seamless experience for guests.
- Manage and coordinate various departments such as front office, housekeeping, food and beverage, and maintenance.
- Monitor budgetary and financial controls to maintain profitability and efficiency.
- Ensure a high level of customer satisfaction by addressing guest complaints and resolving issues promptly.
- Recruit, train, and supervise department heads and staff, ensuring adherence to company standards.
- Prepare annual budgets, forecasts, and financial reports for senior management.
- nsure compliance with health, safety, and environmental regulations.
- Conduct regular inspections and audits to maintain high standards of cleanliness and safety.
- Oversee the maintenance and appearance of the property, ensuring all facilities are in good condition.
- Enhanced employee engagement with regular feedback, recognition programs, and career development support.
- Oversaw hiring process, selecting top talent that contributed significantly to company growth and success.
- Streamlined internal communications by creating clear channels of information flow between departments and team members.
- Held monthly meetings to create business plans and workshops to drive successful business.
Night Manager
Grand Millennium Sulaimani
04.2017 - 09.2018
- Guest Assistance, Security Oversight, Problem Resolution, Emergency Response, Staff Supervision, Administrative Tasks, Front Desk Operations
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Ensured safety of guests through thorough monitoring of property, conducting security checks, and addressing potential risks.
Night Front Desk Assistant Manager
Millennium Kurdistan Hotel & Spa
05.2016 - 03.2017
- Enhanced team collaboration for smooth shift transitions by conducting thorough pre-shift meetings.
- Conducted regular walk throughs of public areas during night hours to ensure cleanliness and adherence to safety protocols.
- Handled financial transactions accurately, balancing cash drawer at the end of each shift.
- Assisted in maintaining accurate reservation systems by updating guest information diligently and ensuring room statuses were up to date.
- Monitored hotel security, maintaining a safe environment for both guests and staff members.
Front Office Team Leader
Copthorne Hotel Baranan
04.2015 - 04.2016
- Supervision and Training, Guest Service Excellence, Performance Monitoring, Collaboration, Quality Assurance, Front Desk Operations
- Monitored employee performance through regular evaluations, identifying areas for improvement and providing constructive feedback.
- Implemented upselling initiatives that resulted in increased revenue from room upgrades and additional services.
- Motivated staff by setting goals, providing ongoing feedback, and rewarding and recognizing employees.
- Trained and mentored new team members, ensuring consistent service delivery across the front office team.
- Improved communication between departments by implementing effective communication strategies and regular meetings.
Guest Service Officer
Grand Millennium Sulaimani
02.2014 - 03.2015
- Greeted, registered, and assigned rooms to guests, Issued room keys and maintained key control, Handled telephone inquiries, Transmitted and received messages, Operated the front office computer system, Posted charges and made reservations, Checked out guests and handled complaints, Maintained high-quality guest relations
- Assisted in resolving billing disputes by thoroughly reviewing charges and offering appropriate solutions.
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs upon arrival.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Monitored inventory levels of front desk supplies, placing orders as necessary to maintain optimal stock levels.
Education
Bachelor Degree in English Teaching -
Islamic Azad University
Sanandaj, Iran12.2010
Skills
Effective Multitasking
Customer Service
Microsoft Office Suite
Operations Management
Administrative Skills
Issue handling
Decision-making capabilities
Conflict Management
Project Management
Training and coaching
Property Management Systems
Employee Supervision
Skills - Managementandleadership
- Effective planning, prioritization, and organization
- Daily Operations Management
- Strategic Planning for Guest Experience Enhancement
- Project Management for Renovation or Upgrades
- Staff Training and Development Programs
Personal Information
- Date of Birth: 03/28/85
- Gender: Male
- Nationality: Iranian
Hobbies and Interests
- Travel
- Reading
- Event planning
- Learning languages
Languages
Kurdish, Persian
Native language
English
Proficient
C2
Arabic
Intermediate
B1
Timeline
Front Office Manager
Grand Millennium Hotel Sulaimani
01.2022 - Current
Assistant Front Office Manager
Grand Millennium Hotel Sulaimani
11.2020 - 12.2021
Hotel Duty Manager
Grand Millennium Hotel Sulaimani
11.2020 - 10.2021
Manager in Charge
Ashur Hotel
05.2019 - 10.2020
Night Manager
Grand Millennium Sulaimani
04.2017 - 09.2018
Night Front Desk Assistant Manager
Millennium Kurdistan Hotel & Spa
05.2016 - 03.2017
Front Office Team Leader
Copthorne Hotel Baranan
04.2015 - 04.2016
Guest Service Officer
Grand Millennium Sulaimani
02.2014 - 03.2015
Bachelor Degree in English Teaching -
Islamic Azad University
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