Waleed Ihsan
Regina,SK
Summary
Dedicated hotel front desk clerk with three years of experience delivering exceptional customer service and fostering positive guest relations. Expertise in conflict resolution and proficiency with reservation systems enhance overall guest experiences, ensuring seamless operations. Multilingual capabilities in English, Urdu, and Pashto, along with a commitment to learning French, facilitate effective communication with a diverse clientele. A passion for creating memorable stays drives a relentless pursuit of guest satisfaction at every opportunity.
Overview
6
6
years of professional experience
Work History
Night Auditor
Serena Hotel
04.2021 - 08.2023
- Processed 50+ guest inquiries daily with swift resolution times
- Utilized Opera PMS reservations, front desk operations, housekeeping, inventory management, and billing.
- Coordinated guestroom requests, ensuring a 90% fulfillment rate
- Boosted positive reviews by 30% via attentive service delivery
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients..
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Balanced hotel accounts and resolved discrepancies.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
- Performed daily inventory for keys and linens and detailed
Hotel Front Desk Clerk
Serena Hotel
07.2017 - 09.2019
- Facilitated guest check-ins/check-outs, ensuring 95% satisfaction
- Handled reservations with 100% accuracy and reduced booking errors
- Welcomed over 200+ guests weekly, maintaining a positive experience
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
MBA - Human Resource Management
University of Regina
Regina11-2024
BBA - Business Administration
City University
Peshawar 09-2019
Skills
- Guest Relations Management
- Reservation Systems Expertise
- Bilingual Customer Service
- Conflict Resolution
- Detail-Oriented Operations
- Problem-solving
- Multitasking and organization
- Front desk operations
- Strong work ethic
- End-of-day processes
- Night audit procedures
- Recordkeeping
- Financial reporting
- Auditing techniques
- Hospitality Technology
- Team Collaboration
- Time Management
- Opera PMS
Accomplishments
- Streamlined check-in/out processes, reducing wait time by 40%
- Improved guest retention rates by 25% with personalized service
Timeline
Night Auditor
Serena Hotel
04.2021 - 08.2023
Hotel Front Desk Clerk
Serena Hotel
07.2017 - 09.2019
MBA - Human Resource Management
University of Regina
BBA - Business Administration
City University