Muhammad Mohsin Ali
Hotel Manager
Summary
A highly experienced, results-driven and accomplished hotel manager, with over 08 years' experience worked with boutique hotels in Karachi (Pakistan). Dedicated customer-focused individual, recognized for achieving business objectives through effective team management and implementing simplified processes, looking to grow in the field of hospitality.
Overview
9
9
years of professional experience
2
2
Languages
Work History
General Manager
Waypoint Hotel
08.2021 - Current
- Opened the hotel and hired new staff
- Designed all the rooms plus the outside area of the hotel
- Used social media, emails, phone calls and approached corporate companies to market the hotel
- Registered the hotel on platforms like booking.com, Agoda, Airbnb or Google etc
- And increased bookings
- Increased bookings by 70% to 80% every month with successful marketing of the hotel, which benefited the hotel revenue
- Reduced hotel expenses and satisfied the customer by providing all the facilities and good service
- Due to which in 2024, Booking.com awarded the Traveler Reviews Award 8.8 out of 10 Points
- Proven track record of increasing revenue, improving customer satisfaction, and developing effective strategies to maximize efficiency
- Worked towards making the hotel meet monthly and yearly budget numbers
- Supervising and training all the staff and assigning them their duties as well
- Handling reservation charts, taking bookings over the phone and resolving customer complaints promptly
- And introducing the hotel by meeting with companies and attending corporate events
- Cultivated strategic partnerships with local businesses to create unique guest experiences, lifting hotel booking rates by 30% during off-peak months
- Forecast weekly monthly and annual occupancy and revenue
- Managing Marketing through Social Media, Phone calls, Emails
- Managing revenue sheet & expenses
Front Desk Manager
Orchards Cottage Hotel
01.2017 - 05.2021
- Maintaining consistent service to meet and exceed guest expectation and needs while creating a first-class boutique environment
- Implementing company's core and service culture standards carrying out efficient and accuracy in its delivery
- Providing personalized check-in/out process, creating a seamless and quick process
- Creating individual experience for each guest and adapting to customer specific needs and requests while arranging private events
- Communicating and demonstrating local and product knowledge that have local insight and show understanding of guests needs
- Effectively managing every situation including problem resolution and guest complaints ensuring appropriate successful resolution and follow up
- Manage room bookings including online reservations from third parties i.e
- Booking.com
- Managing finances including guest payments, supplier invoices
- Social media and marketing management, Facebook, Instagram, Snap-Chat
- Food and Beverage purchasing and cost control
- Project managed the new key card software installation
- Training new staff
Customer Services Representative
Pizza Hut
11.2015 - 10.2016
- Serves customers by providing product and service information and resolving product and service problems
- Answering Domestic and International calls
- Attract potential customers by answering product and service questions and suggesting information about other products and services
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Inform customers of deals and promotions and sell products and services
- Utilize computer technology to handle high call volumes
- Work with the customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile reports on overall customer satisfaction
Education
Associate of Arts - Computer Science
Board of Intermediate & Secondary Education
Sargodha, Punjab, Pakistan 04.2001 -
Matric Scince - Computer Scince
Board of Intermediate & Secondary Education
Sargodha, Punjab, Pakistan03-2012
Skills
Customer Satisfaction
Front Desk Management
Microsoft Office/Excel
Hotel Management
Team leadership
Staff training and development
Customer relationship management
Team Work
Hospitality Service
Marketing
Awards And Scholarships
- Guest Reviews Awards 2024, 08/2024, Booking.com
- Employee of the year, 04/2018, Orchards Cottage Hotel
- Guest Reviews Awards 2018, 02/2018, Booking.com
Timeline
General Manager
Waypoint Hotel
08.2021 - Current
Front Desk Manager
Orchards Cottage Hotel
01.2017 - 05.2021
Customer Services Representative
Pizza Hut
11.2015 - 10.2016
Associate of Arts - Computer Science
Board of Intermediate & Secondary Education
04.2001 -
Matric Scince - Computer Scince
Board of Intermediate & Secondary Education