PERVEZ ENGINEER
Banff,AB
Summary
Professional with strong experience in hospitality management and guest services. Demonstrated ability to enhance team performance and deliver exceptional customer satisfaction. Skilled in problem-solving, multitasking, and adapting to changing needs. Known for reliability, effective communication, and leadership in high-pressure environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant Front Desk Manager
FAIRMONT BANFF SPRINGS HOTEL
03.2024 - Current
- Strategic Alignment: Championing operational excellence by embracing company goals, nurturing a collaborative team atmosphere, and elevating guest satisfaction.
- Policy Enforcement: Strictly upholding Front Desk and Emergency protocols to maintain high service standards.
- Guest Relations: Proactively addressing guest concerns, actively seeking feedback, and ensuring a delightful experience through multiple communication platforms.
- Team Development: Inspiring and mentoring front desk staff through regular one-on-one and group meetings, focusing on engagement and professional growth.
- Operational Management: Expertly juggling administrative duties and front office functions to guarantee seamless daily operations.
- Cross-Functional Collaboration: Ensuring cohesive interdepartmental communication and participation in key meetings to streamline hotel operations.
- Performance Optimization: Overseeing staff evaluations, providing coaching, and leading recruitment efforts to cultivate a top-performing team.
- Revenue Growth: Strategically managing room inventory and creating staff incentives to maximize earnings during peak periods.
- Safety Leadership: Advocating for strict adherence to safety guidelines, maintaining an immaculate work environment, and supporting eco-friendly practices.
- Brand Advocacy: Leading the integration and education of Accor Live Limitless (ALL) initiatives, reinforcing a culture that reflects Accor's core values.
Hotel Night Manager
FAIRMONT BANFF SPRINGS HOTEL
07.2022 - 03.2024
- Streamlined Front Desk operations, ensuring efficient check-ins, check-outs, and resolution of billing issues.
- Diligently executed night audit tasks, guaranteeing precise charge postings and fostering robust ties with the Accounting department.
- Spearheaded a mentorship program for Front Desk and Night Audit staff, enhancing professional growth through monthly one-on-one leadership meetings and regular performance reviews.
- Cultivated a dedicated and accountable overnight team, upholding Accor Hotels' values and service excellence.
- Demonstrated exceptional composure and organizational skills under pressure, maintaining guest satisfaction and adhering to time-sensitive duties as Night Manager.
Front Office Supervisor – Overnight Relief
FAIRMONT BANFF SPRINGS HOTEL
07.2021 - 06.2022
- Led and inspired Front Desk team, creating memorable guest experiences in line with Fairmont standards.
- Supervised daily operations, ensuring detail-oriented service and deadline adherence across departments.
- Mentored Front Desk agents, providing one-on-one development and conducting regular performance reviews.
- Upheld guest and colleague safety by enforcing health policies and participating in emergency procedures.
Night Auditor
FAIRMONT BANFF SPRINGS HOTEL
12.2020 - 07.2021
- Trained staff & optimized operations, excelling in multitasking & report generation.
- Resolved guest issues promptly, documenting complaints for swift departmental action.
- Streamlined check-in/out for guests, prioritizing VIPs for optimal satisfaction.
- Conducted night audits & managed switchboard, ensuring guest safety & communication.
Front Desk Agent
FAIRMONT BANFF SPRINGS HOTEL
05.2018 - 12.2020
- Drove departmental RPS, ensuring top-tier guest satisfaction
- Managed check-ins/upgrades, aligning with LQA and guest preferences
- Enrolled guests in loyalty program, addressed concerns, facilitated room changes
- Oversaw seamless check-outs, upheld LQA, resolved billing issues
Royal Service Agent
FAIRMONT BANFF SPRINGS HOTEL
07.2017 - 05.2018
- Managed PBX system, ensuring professional call routing to rooms and departments.
- Utilized Royal Service Manager for efficient dispatch of service calls across hotel.
- Booked dining via Open Table and advised guests on amenities and services.
- Monitored emergency systems and updated hotel's Telephone Directory monthly.
Housekeeping Supervisor
FAIRMONT BANFF SPRINGS HOTEL
04.2014 - 05.2016
- Led daily ops, exceeding guest service standards & resolving concerns swiftly
- Surpassed LQA & JD Power scores through stringent room quality adherence
- Conducted briefings, coached staff, enforced policies for optimal performance
- Collaborated across departments & represented Housekeeping in Fairmont committees
Education
Hotel Management
George Brown College
Toronto, ON04.2013
Bachelors of Commerce - Accounting And Finance
Mumbai University (Jai Hind College)
Mumbai06.2010
Skills
- Organizational proficiency
- Hospitality management
- Employee hiring
- Problem-solving
- Shift scheduling
- Time management
- Property management software
- Team building
- Coaching and mentoring
- Guest relations expertise
- Effective planning
Certification
- First Aid & CPR Certified
- Fairmont Leadership Promise for leaders
- Discrimination and Harassment Prevention for leaders
- Interaction Management
- Student Work Experience Program
- Know Property Management System
Accomplishments
- Active part of the Emergency Response Team.
- Successfully completed 9+ years with Fairmont Hotels.
- Won Quarter 2 in 2019 for most creative Surprise and Delight for guest.
- Awarded The DEAN'S RECOGNITION CERTIFICATE for demonstrating Leadership.
- Recognition for making The DEAN'S HONOUR LIST for earning ACADEMIC DISTINCTION.
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Marathi
Native or Bilingual
Gujarati
Limited Working
French
Limited Working
Timeline
Assistant Front Desk Manager
FAIRMONT BANFF SPRINGS HOTEL
03.2024 - Current
Hotel Night Manager
FAIRMONT BANFF SPRINGS HOTEL
07.2022 - 03.2024
Front Office Supervisor – Overnight Relief
FAIRMONT BANFF SPRINGS HOTEL
07.2021 - 06.2022
Night Auditor
FAIRMONT BANFF SPRINGS HOTEL
12.2020 - 07.2021
Front Desk Agent
FAIRMONT BANFF SPRINGS HOTEL
05.2018 - 12.2020
Royal Service Agent
FAIRMONT BANFF SPRINGS HOTEL
07.2017 - 05.2018
Housekeeping Supervisor
FAIRMONT BANFF SPRINGS HOTEL
04.2014 - 05.2016
Hotel Management
George Brown College
Bachelors of Commerce - Accounting And Finance
Mumbai University (Jai Hind College)
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