MUHAMMAD WAQAS

HOSPITALITY & RESTAURANT OPERATIONS MANAGER

TST BRIGHT ENTERPRISE

4 2015 - 08.2024

Collaborated with various departments to achieve operational excellence, boosting overall guest experience quality.
Filed incident reports and handled inappropriate behavior to document problems and disturbances.
Upheld brand reputation through strict adherence to corporate policies and guidelines relating to guest interactions and facility maintenance.
Boosted online presence by closely collaborating with digital marketing teams in creating engaging content for social media platforms.
Developed a loyal customer base by consistently exceeding expectations with personalized attention and care.
Enhanced guest satisfaction by promptly addressing concerns and implementing effective solutions.
Reduced costs through effective budget management while maintaining exceptional service levels.
Optimized staffing schedules based on expected occupancy rates, maximizing productivity without compromising on service quality.
Increased customer service ratings significantly through personable service.
Maintained strong relationships with vendors to ensure timely delivery of products and services at competitive prices.
Boosted hotel quality and service scores by motivating and supporting guest services and housekeeping employees.
Negotiated contracts with vendors, securing cost-effective services without compromising quality.
Scheduled work hours for 150 employees to achieve adequate manpower coverage.
Ensured compliance with industry standards and regulations through regular audits and inspections.
Implemented successful upselling initiatives that contributed to an increase in average spend per customer visit.
Improved staff performance by providing comprehensive training programs focused on customer service skills.
Managed daily operations for a smooth functioning of the establishment, ensuring high-quality service delivery.
Organized special events and promotions, resulting in increased bookings and repeat business.
Evaluated team performance regularly, recognizing outstanding contributors while addressing gaps through targeted coaching sessions or additional training as required.
Established emergency response protocols for seamless management of crises, ensuring the safety and well-being of guests and staff.
.Incorporated sustainable practices into daily operations, contributing towards reduced environmental impact over time.
Increased revenue by developing and implementing innovative marketing strategies to attract new customers.
Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Greeted guests upon arrival and offered assistance.
Assisted guests with check-ins, account inquiries, and any additional services needed.
Answered guest inquiries and provided information regarding hotel services and amenities.
Promoted a positive work environment fostering teamwork among employees across all departments within the establishment.
Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
Planned and executed marketing activities to improve property brand and increase revenue.
Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
Evaluated and promptly resolved lodging facility operational issues.
Fostered safe lodging environment with reliable and effective security services.
Oversaw day-to-day operations of 1000-rooms hotel with staff of 250 employees.
Developed and implemented promotional strategies to increase occupancy.
Established and upheld high standards, promoting great customer service and assistance to guests.
Greeted and assisted guests by gathering information pertaining to reservations or requests.
Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
Implemented successful strategies to increase customer satisfaction.
Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Assisted with development and distribution of marketing materials for facility.
Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
Solicited and reviewed guest feedback and promptly resolved complaints.
Created and managed accurate occupancy forecasts and budgets.
Hired and trained new employees, demonstrating best methods for serving clients and guests.
Streamlined check-in process to decrease wait times and increase customer satisfaction.
Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.