Muhammad Noman Haider

Multilingual hospitality professional fluent in Arabic, English, and Urdu, with 4+ years of front office and guest relations experience across 5-star and internationally branded hotels in Pakistan — including a historic heritage property, an internationally branded Best Western Premier, and a city hotel. Certified by the Dubai College of Tourism in Hotel Front Office Operations, proficient in Opera PMS, OTA platforms including Booking.com, Agoda, and Trip.com, and trained in high-volume operations processing up to 140 daily check-ins. Proven in complaint resolution, team supervision, and delivering personalised guest experiences across diverse international clientele.

Passionate about luxury hospitality, cultural exchange, and creating moments that guests remember long after checkout. Available for immediate relocation worldwide and seeking a visa-sponsored front office, guest relations, or reservations role with accommodation provided.

Front Desk Officer at Falettis Hotel (2021-11 – 2023-03)

Worked at a historic 5-star heritage property

• Processed up to 140 check-ins and check-outs daily at a historic 5-star heritage property
• Managed reservations and room assignments for a 104-room luxury hotel
• Served 200+ international and domestic guests per day with personalised attention
• Served 200+ international and domestic guests daily with personalised attention across multiple languages
• Coordinated with 30+ housekeeping and room division staff for seamless operations
• Resolved 15–20 guest complaints daily within an average of 10 minutes
• Supported a team of 8 front desk agents during peak hours with accuracy and composure
• Contributed to maintaining a 4.2/5 TripAdvisor guest satisfaction rating

Front Desk Officer at Lahore Continental Hotel (2024-06 – 2024-12)

Room Division Department in accommodation and food service activities

• Processed 40–60 check-ins and check-outs daily within a strict 5-minute service standard
• Managed 150+ reservations per month across OTA platforms, including Booking.com, Agoda, and Trip.com
• Resolved 95% of guest complaints without escalation, maintaining high satisfaction across all shifts
• Ensured 100% SOP compliance at all times across front office procedures and guest interactions

Restaurant Captain at Eat & Drink (2020-06 – 2021-10)

• Led front-of-house team, ensuring smooth order flow and consistent food quality
• Handled order taking, complaint resolution, and guest satisfaction
• Coordinated between the kitchen and service team to minimise wait times
• Trained new team members on service standards, hygiene, and customer interaction
• Managed cash transactions, stock monitoring, and food safety compliance

Customer Service Representative at Mindbridge (2025-02 – 2025-11)

• Handled 50–80 live customer interactions daily via phone call and live chat simultaneously
• Maintained a 90% first-contact resolution rate across all customer queries and vendor issues
• Achieved an average response time of under 3 minutes across all live communication channels
• Managed 200+ vendor accounts simultaneously while maintaining accuracy and service quality

Customer Service Representative at Intertech GOS (2024-02 – 2024-05)

• Qualified 30–50 leads per week through targeted outbound outreach and needs assessment
• Converted 15–20% of followed-up leads into active customers over a 3-month contract
• Generated 300+ qualified leads across the full duration of the contract period
• Improved team follow-up efficiency by 25% through structured outreach scheduling and tracking

BS Tourism and Hospitality Management in Hospitality Operations Management, Urban Tourism Management, Sustainable Tourism Management – University of The Punjab (2022-12 – 2026-05)

Training as a Front Desk Officer in Hospitality Management – Best Western Premier Hotel (2023-08 – 2023-08)