Aliya Gharade
Kelowna,BC
Summary
Knowledgeable Front Office professional enthusiastic about improving team productivity and maximizing guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational management style and resourceful mindset. Adapts easily to changing demands and learns new information quickly. Accomplished leader and team manager.
Overview
13
13
years of professional experience
Work History
Reservation & Front Desk Supervisor
Days Inn By Wyndham
01.2023 - Current
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Implemented and organized filing system for important documents, streamlining record-keeping practices at front desk.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Improved office operations by automating client correspondence, record tracking and data communications.
Member Service Executive
Capital Club Dubai
09.2019 - 08.2022
- evelop and maintain cordial relations with the Club's Members - specifically Board of Governors, Founder Members and various Club Committees
- Act as a knowledgeable and friendly host to Members and Guests by providing personalized service and warm welcomes/ farewells
- Update, email and distribute the Club's daily Activity List with events, food & beverage promotions, dining Members and visiting guests and any other relevant Club information
- Answer telephone inquiries promptly & professionally
- Assisting Club events registration, handling meeting room inquiries and dining bookings
- Book and manage accommodation reservations and airport transfers
- Escort arrival/departing Members and Guests to their respective Club destination
- Assist Members with Concierge services (Member Benefits) to ensure they are tracked accordingly and entered Jonas and are fully followed through right up to the point where the booking is confirmed to the Member
- Assist in facilitating payment from Members towards their Membership accounts in the absence of the Accounts team
- Overall responsibility for all Front Office function for the Club
- Cross training in membership and private events and covers day-to-day in the absence of Membership and Event Coordinators
- Obtain sales leads from Members
- Conduct Club site inspections and tours
- Supervise and assist all events
- Managing and overseeing events on the day of, including problem solving, welcoming guests and directing event set-up
- Arrange and co-ordinate meetings, events and any appointments
- Respond to complaints from customers and give after-sales support when requested.
Guest Relation- Service Leader
Shangri-La Hotel, Dubai
11.2016 - 08.2019
- Ensuring and providing flawless, upscale, professional and high-class guest service experiences
- Analyzing customer feedback and providing strategic direction to continuously improve overall rating
- Responding to guests needs and anticipating their unstated ones
- Plan and coordinate the provision of friendly, efficient services to guests
- Plan and coordinate all promotional activities targeting clients
- Trace relevant statistics about clientele
- Coordinate and supervise all activities for guests
- Assist with check-ins / check-outs of clients
- Assist guest in booking flight tickets and excursions
- Schedule activities for guests
- Drafting of Standard Operation Procedure (SOP) for the department
- Assist all departments in being receptive to the needs of guests
- Plan and conduct group and function rundown meetings
- Assist in any other duties when required by the Front Office Manager
- Provide feedback from Guests to Front Office Manager for action
- Maintaining the Guest History System and updating all the guest profiles
- Implementing new standards and processes in the department to ensure higher standards of service and operation.
Guest Service Agent
Centro by Rotana- Sharjah
06.2015 - 11.2016
- Creating 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations for all arrivals, departures and all other guest queries
- Handling all guest related inquires, reservations, complains while remains observant and responds to each guest who approaches the desk
- Coordinating and assigning tasks among other colleagues, i.e
- Arrivals, departures, credit limit, traces and all other tasks given by the Manager On Duty and making sure they are 100%
- Drives Rate & RevPAR through up-selling room brands and promotes hotel services and products
- Maximizing revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
- Providing support to Reservations team handling off peak hour reservations
- Skilled in utilization of point of sale systems and/or other back-of the house systems.
Front Office Associate
Ghaya Grand Hotel- Dubai
09.2014 - 04.2015
- Reviewing accounts and charges with guests during the check-out process
- Identify resource requirements and manage resource allocations to ensure complete coverage and continuous availability
- Handling all guest related inquires, reservations, complains while remains observant and responds to each guest who approaches the desk
- Address customer concerns and complaints promptly and professionally
- Providing information to co-workers, and subordinates by telephone, in written form, e-mail, or in print
- Schedule regular meetings to discuss about issues and updates.
Guest Relation Executive
Country Inn and Suites (Carlson Rezidor Group)- India
06.2013 - 12.2013
- Supervise associates in their assigned job duties
- Assist in hiring and training associates in front office duties
- Maintain a high level of employee motivation and encourages the participation of employees in all decisions
- Supervising night shifts based on the shift rotation and follow the tasks of the Night Auditor
- Verify revenue from all sources is accurately balanced, follow up on any discrepancies
- Monitor audit journals and reports from front office computer system and point of service
- Perform end-of day procedures.
Front Office Supervisor/ Guest Relation Executive
The Orchid- India
07.2011 - 05.2013
- Reviewing accounts and charges with guests during the check-out process
- Identify resource requirements and manage resource allocations to ensure complete coverage and continuous availability
- Address customer concerns and complaints promptly and professionally
- Providing information to co-workers, and subordinates by telephone, in written form, e-mail, or in person
- Schedule regular meetings to discuss about issues and updates
- Supervise associates in their assigned job duties
- Assist in hiring and training associates in front office duties
- Maintain a high level of employee motivation and encourages the participation of employees in all decisions
- Supervising night shifts based on the shift rotation and follow the tasks of the Night Auditor
- Verify revenue from all sources is accurately balanced, follow up on any discrepancies
- Monitor audit journals and reports from front office computer system and point of service
- Perform end-of day procedures
- Produce daily reports for departments and department heads
- Compile and run statistical reports for all departments and transfer information to the finance department
- Operate front office operating system to generate revenue or allowances and or expenses reports.
Education
B.sc in Hospitality and Tourism Studies -
Dr. D. Y. Patil University
06.2011
Skills
- Comprehensive problem solving abilities
- Excellent verbal and written communication skills
- Ability to deal with people diplomatically
- Proficient in Microsoft Windows, Microsoft Office Packages, Internet & emails
- Team building and supervision
- Assisting Head of department in administrative tasks
- VIP guest relations
- Hospitality services
- Operations Oversight
- Cash control
- Reservations Management
- Staff Training and Development
- Customer Service Management
Training
- Time Management and Customer Focus, Harvard Manage Mentor
- Shangri-La certified trainer
Languages
English
Full Professional
Timeline
Reservation & Front Desk Supervisor
Days Inn By Wyndham
01.2023 - Current
Member Service Executive
Capital Club Dubai
09.2019 - 08.2022
Guest Relation- Service Leader
Shangri-La Hotel, Dubai
11.2016 - 08.2019
Guest Service Agent
Centro by Rotana- Sharjah
06.2015 - 11.2016
Front Office Associate
Ghaya Grand Hotel- Dubai
09.2014 - 04.2015
Guest Relation Executive
Country Inn and Suites (Carlson Rezidor Group)- India
06.2013 - 12.2013
Front Office Supervisor/ Guest Relation Executive
The Orchid- India
07.2011 - 05.2013
B.sc in Hospitality and Tourism Studies -
Dr. D. Y. Patil University
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