Firoz Kasim

Friendly, organized, and customer-focused receptionist with excellent communication and administrative skills. Experienced in greeting visitors, answering phone calls, managing appointments, and providing outstanding customer service. Proficient in Microsoft Office and office management tasks. Able to work efficiently in fastpaced environments while maintaining a professional and welcoming attitude.

RESERVATION INCHARGE - AL JAZEERAH HOTEL - Sharjah, UAE

(2023-05)

• Handling room reservation requests through phone, email, hotel website, OTAs, and other booking channels.
• Processing individual, corporate, group, and long-stay reservations accurately.
• Checking room availability, rates, packages, promotions, and booking restrictions.
• Create, modify, and cancel reservations using the hotel PMS.
• Maintaining accurate guest profiles, reservation records, and special requests.
• Confirm bookings and provide guests with reservation details, policies, and payment information.
• Coordinate with Front Office, Housekeeping, Sales, and Revenue Management teams to ensure smooth guest arrivals.
• Monitoring room inventory and update availability across OTAs and other distribution channels.
• Handling guest inquiries and resolve reservation-related issues professionally and promptly.
• Assisting with upselling rooms, packages, upgrades, and additional hotel services.
• Following hotel payment, cancellation, no-show, and guarantee policies.
• Managing overbooking situations and coordinate alternative arrangements when required.
• Preparing daily reservation reports and maintain accurate booking statistics.
• Supporting revenue optimization by ensuring correct rates, availability, and restrictions are updated.

RECEPTIONIST - ALDAR HOTEL

(2015-08 - 2023-04)

• Welcoming and greet guests in a friendly and professional manner.
• Handling check-in and check-out procedures efficiently.
• Verifying guest reservations, identification, and payment details.
• Managing room reservations, cancellations, amendments, and extensions.
• Answering telephone calls, emails, and guest inquiries promptly.
• Providing information about hotel facilities, services, room types, and local attractions.
• Allocating rooms according to reservations and guest requirements.
• Preparing and issue room keys/cards.
• Processing payments, invoices, deposits, and refunds accurately.
• Maintaining accurate guest records in the hotel PMS/reservation system.
• Handling guest complaints and requests professionally and coordinate with relevant departments.
• Communicating with housekeeping, maintenance, food & beverage, and management regarding guest requirements.
• Preparing daily reports, arrivals/departures list, and other front-office reports.
• Assisting guests with transportation, luggage, wake-up calls, and other services.
• Ensure the reception/front desk area is clean, organized, and professional.
• Following hotel policies, health and safety procedures, and customer-service standards.
• Handling shift handovers and communicate important information to the next shift.

2nd Year - P.U. College