Bilal Zafar Dar
Jasper,Canada
Summary
Experienced with room division management and guest service strategies. Utilizes team leadership to elevate guest experiences and operational standards. Knowledge of optimizing room occupancy and revenue management.
Knowledgeable operational leader with extensive background in all areas of Rooms Division. Led successful initiatives to enhance guest satisfaction and operational efficiency. Demonstrated excellence in team leadership and strategic planning.
Overview
17
17
years of professional experience
Work History
Director of Rooms
Fairmont Jasper Park Lodge
07.2022 - Current
- Contributing member of the Executive Committee and overall strategic planning of the resort
- Re-aligned the all departments post pandemic keeping in mind logistical & operational challenges
- Lead all department heads with the strategic planning of their respective departments that included Front Desk, Housekeeping, Personalized Concierge, Concierge, Guest Services, and Overnight Team & Security
- Created effective financial management plan for each department to ensure forecast/budget is met
- Created performance/recognition program for entire rooms division
- Prepared budget for Rooms Division that would bring back luxury elements post pandemic
- Assisted with recruitment strategic planning and successfully recruited for all positions in the Rooms Division in 2023
- Spearheaded renovation projects that modernized facilities while preserving the property''s unique character.
- Created a welcoming atmosphere by fostering strong teamwork among employees from diverse backgrounds.
- Integral part of the crisis management team during wildfire evacuation, aftermath and reopening
- Managed third party contractors upon return from wildfire shut down and reopened the resort.
General Manager
Seasons Retirement Communities
03.2021 - 07.2022
- Active member of the Union Negotiations Bargaining Committee and successfully negotiated the next 4-year agreement
- Worked with Alberta Heath Service to successfully pass the audit for supportive living units
- Outlined the HR policies & procedures especially the recruitment process to have clear guidelines in place for division heads
- Conducted performance review process not only for division heads but for the line staff keeping in mind fairness and justice
- Created reports for the Senior Vice President of Human Resources on compensation analysis, bonus plans, upcoming vacancies and recruitment plans
- Coordinated and organized career fairs with the local colleges to attract new talent
- Managed operations for the entire facility by leading 8 Division Heads across 6 units consisting of memory care & supportive living
- Showed 20% increase in resident satisfaction with in 3 months by revamping training & audit practices
- Active participation in community by representing the organization at Hospice Society, Chamber of Commerce, Royal Canadian Legion, Town of Old & Red Deer College
Director of Housekeeping/Acting Asst. Dir. Rooms
Four Seasons Resort & Residences Whistler
03.2019 - 03.2021
- Lead a team of 4 leaders - Laundry Manager, Assistant Director of HSKP, HSKP Manager Hotel, HSKP Manager Residences
- Created robust housekeeping training plan due to high seasonal turnover
- Managed two separate budgets for residences and hotel including major capital projects
- Lead the front office team due to no front office manager anon assistant director of rooms in place
- Worked closely with the Director of Residences to exceed owner expectations
- Assisted Resort Manager with the daily up keep and operation of the entire resort including comprehensive renovations
- Lead the entire Rooms Division team with daily operations and projects
- Successful completion of perfect room program during Covid-19 shut down
- Revamp training manuals and daily check lists of entire front office department
- Implementation of new Covid-19 procedures in conjunction with Four Seasons and local health guidelines
- Worked cohesively with the GM in the reopening of the resort with the procedures in place
- Leading the entire front of the house team in safe manner for both guests and colleagues
Executive Housekeeper
Fairmont Empress
06.2017 - 03.2019
- Assisted Director Of Operations in managing all aspects of Rooms Division in absence of a Director of Rooms in addition to overseeing entire housekeeping and laundry operations
- Building relationships with the leaders across the division and setting up vision to drive luxurious guest and colleague experience
- Created budget for 2018 for the entire rooms division
- Created a new audit program for the housekeeping team and timely feedback for the colleagues for improvements
- Sourced new uniforms for the entire Rooms Division by getting colleague input and bringing price in line with budget
- Created LSOPs for the housekeeping department and a centralized filing system to enhance accessibility
- Recruited, trained 44 room attendants, 15 house persons and 20 turndown attendants in 2 months’ time
- Facilitated training sessions for new hires in the hotel and held brainstorming sessions for leaders around the hotel
- One on one-performance meetings with the leaders across the division to ensure progress/improvement opportunities are discussed
- Coordinating preventative maintenance/product improvement plans with the Director of Engineering
- Sourcing new contracts for third party vendors and managing their performance
Assistant Director Housekeeping
Fairmont Hotel Vancouver
06.2014 - 06.2017
- Managing budget & forecast for the entire rooms division
- Colleague performance management & labour relations
- Productivity management for the largest department in the hotel
- Consistently monitoring JDP scores and taking appropriate actions to steer the team in the right direction
- Colleague, Supervisor and Assistant Manager mentoring and development
- Spearheading renovations project and sourcing new products for guestrooms
- Managing of the third party contracts and performance
- Recruitment and training of new colleagues
Assistant Front Office Manager
Fairmont Palliser
04.2010 - 06.2014
- Had the opportunity to focus in all areas of Front Office i.e. Front Desk, Royal Service, Guest Services during my time
- Efficiently managed the “curb side check-in” program while managing the guest services team
- Developed the Bell Captains for effective shift/colleague management
- Revamped the scheduling system to ensure staffing levels are sufficient
- Held “one on one” meetings with the all colleagues to enhance level of engagement
- Revamped the entire training manual for Front Desk team driving check-in/check-out scores
- Monitor the VIP/Fairmont President’s Club arrivals/departures in the hotel and ensure all their needs are met
- Actively participated in the renovation of the Front Desk and creation of the FPC Desk
- Effectively drove the “up sell” initiative at the front desk after the renovations
- Performed guest service audits and ensured royal service standards and policies were enforced
Credit Manager
Delta Hotels & Resorts
09.2008 - 04.2010
- Responsible for maintaining, supervising and recommending credit and collection policies and procedures, including the investigation of new patrons
- Manage the investigation of credit applications and authorize the extension of credit involving guests and the collection of amounts due to the company for goods and services rendered
- Oversee the Accounts Receivable department
- Establish key objectives and goals for the accounts receivable department and oversee the process to achieve set goals
- Dealing with credit card company inquiries and charge backs ensuring information is submitted in a timely manner
- Reconciliation and follow up on those charge backs
- Reconciliation and follow up on group and tour accounts on outstanding balances
- Posting of daily cash receipts as well as pre-paid deposits
- Preparing for Credit meeting (end of every month)
- Preparing month end reports (Allowance for Doubtful Accounts / Tour Report / Direct
Accounts Receivable Clerk
Delta Hotels & Resorts
02.2008 - 09.2008
- Responsible for preparing all outgoing invoices in a professional manner
- Ensuring the accuracy of the bill by communicating with other departments when needed
- Making sure invoices are sent to the guests according in a timely manner as per policy
Education
MBA - Hospitality And Tourism Management
Australian Institute of Business
Skills
- Performance analysis
- Revenue optimization
- Staff training and development
- Project management
- Crisis management
- Continuous improvement
- Strategic planning
- Guest relations
- Analytical thinking
- Public relations
Awards
- Leader of the quarter – 2010
- Leader of the quarter – 2015
- Leader of the quarter – 2017
- Leader of the year – 2017
Languages
English
Native or Bilingual
Hindi
Full Professional
Punjabi
Full Professional
Urdu
Full Professional
Arabic
Limited Working
Timeline
Director of Rooms
Fairmont Jasper Park Lodge
07.2022 - Current
General Manager
Seasons Retirement Communities
03.2021 - 07.2022
Director of Housekeeping/Acting Asst. Dir. Rooms
Four Seasons Resort & Residences Whistler
03.2019 - 03.2021
Executive Housekeeper
Fairmont Empress
06.2017 - 03.2019
Assistant Director Housekeeping
Fairmont Hotel Vancouver
06.2014 - 06.2017
Assistant Front Office Manager
Fairmont Palliser
04.2010 - 06.2014
Credit Manager
Delta Hotels & Resorts
09.2008 - 04.2010
Accounts Receivable Clerk
Delta Hotels & Resorts
02.2008 - 09.2008
MBA - Hospitality And Tourism Management
Australian Institute of Business
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