Ibrahim Ali

Customer-focused hospitality professional with over five years of front office experience within international hotel brands, including Marriott International and Accor. Skilled in managing all reception duties such as guest check-in and check-out, reservations, billing, guest enquiries, and complaint handling while delivering warm, professional service. Experienced using Opera PMS, Resa, and Adyen, with strong attention to accuracy and detail.

Known for remaining calm under pressure and working effectively within team-focused environments. Skilled in leading teams, leading large-scale events for 100+ guests, and enrolling 150+ guests into hotel loyalty programmes. Passionate about delivering high-quality guest experiences in fast-paced, luxury hotel settings.

Receptionist - Mercure - Stifford Hall - Thurrock

(2026-06)

• Provide professional, welcoming front desk service and act as a key point of contact for guests.
• Manage more than 70 guest arrivals and departures, reservations, enquiries and day-to-day front office requests in a busy hotel environment.
• Handle guest concerns and complaints calmly and professionally, escalating issues where appropriate to achieve timely resolutions.
• Communicate effectively with housekeeping, F&B; and other departments to coordinate room readiness, guest requests and smooth hotel operations.
• Maintain accurate guest information, records, payments and handovers while following hotel procedures and data protection requirements.
• Support high standards of customer service, professionalism and guest satisfaction while working effectively under pressure.

Front Office Team Member - Ibis Budget - London Whitechapel - Brick Lane - London

(2025-03 - 2026-06)

• Deliver a high standard front desk service in line with Accor brand guidelines, creating to positive guest experiences and repeat business.
• Manage high-volume check-ins, check-outs, and reservations efficiently, maintaining accuracy and professionalism during peak periods.
• Proactively promote loyalty programmes, enrolling 150+ guests and enhancing revenue through repeat bookings.
• Handle guest enquiries, feedback, and complaints, resolving issues at first contact to ensure satisfaction.
• Collaborate with housekeeping, maintenance, and management to ensure smooth daily operations.
• Process payments, invoices, and refunds accurately, adhering to financial procedures.

Front Desk Associate Trainee - Marriott Hotel – Canary Wharf - London

(2025-01 - 2025-03)

• Assisted with the smooth operation of the Front Office under the supervision of senior team members, supporting daily reception duties and contributing to a welcoming and positive guest experience.
• Supported guest check-ins, check-outs and reservations under supervision, following hotel procedures and seeking guidance from my supervisor when handling unfamiliar situations or systems.
• Responded to guest queries and requests professionally, resolving straightforward issues independently while referring more complex matters to my supervisor for advice and support.
• Liaised with Housekeeping and other hotel departments to fulfil guest requests and ensure smooth service, with support and guidance from senior colleagues where required.
• Processed guest payments and maintained accurate billing records under supervision, following established procedures and asking for clarification whenever necessary.

Food and Beverage Expert - Marriott Hotel – Canary Wharf - London

(2022-12 - 2025-03)

• Led a team of 10+ front-of-house staff, delivering consistent high-quality service.
• Managed F&B operations, budgets, and inventory, optimising costs and increasing departmental revenue.
• Conducted staff training and development, enhancing upselling skills, operational efficiency, and reducing service errors by 20%.
• Coordinated with kitchen and service teams to ensure smooth workflow during peak hours and special events, including banquets for 50–200+ guests.
• Resolved guest complaints and feedback promptly, achieving high guest satisfaction scores and repeat business.

Head Waiter - Malmaison Hotel – Barbican - London

(2021-05 - 2022-11)

• Led a team of 8+ waiting staff, ensuring top-notch service and implementing standardised procedures that reduced guest wait times by 15%.
• Managed daily dining operations, reservations, and table allocation, optimising guest flow and enhancing VIP guest experience.
• Delivered personalised service to VIP and regular guests, increasing overall guest satisfaction.
• Maintained health, safety, hygiene compliance and accurate billing, ensuring smooth operations and reducing service errors, earning recognition as Top Performer of the Quarter.

Supervisor - Freshways - Acton, London

(2021-11 - 2022-04)

• Managed inventory and stock levels, optimising procurement processes to minimise shortages and reduce waste by 15%.
• Oversaw daily operational performance, addressing quality issues promptly to maintain high customer satisfaction.
• Coordinated with procurement and suppliers, improving order fulfilment rates and ensuring timely product availability.
• Generated performance reports and KPI analysis, leading to process improvements that increased efficiency by 10%.
• Supervised front-line staff, providing guidance, training, and support to maintain consistent service standards and operational excellence.

B.S.S (Hons) - Sociology - M.C College Sylhet Bangladesh (2017)