Atif Khan

Experience

• 

  Radisson Hotel and Suites

  Apr 1999 - Feb 2001

  Assistant Front Office Manager

  • Registered guests and assigned rooms. Accommodated special requests whenever possible.• Assisted in preregistration and blocking of rooms for reservations.• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.• Understands room status and room status tracking.• Knows room locations, types of rooms available, and room rates.• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.• Coordinated room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.• Possessed a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.• Filed room keys ( only for manual room key hotels)• Knows how to use front office equipment.• Processed guest check-outs.• Performed cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,• Followed procedures for issuing and closing safe deposit boxes used by guests.• Used proper telephone etiquette.• Used proper mail, package, and message handling procedures. Courier Mail Register• Read and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel.• Attended department meetings.• Reported any unusual occurrences or requests to the manager or assistant manager.• Know all safety and emergency procedures, Is aware of accident prevention policies.• Maintained the cleanliness and neatness of the front desk area.• Understood that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts. Show less

• 

  Best Western Hotels & Resorts

  Aug 2001 - Sept 2003

  Assistant Front Office Manager

  . Leadership and Team Management: Led and supervised a team of front office staff, providing guidance, training, and support to ensure efficient operations and exceptional guest service. . . Guest Relations: Ensured superior customer service by resolving guest inquiries, complaints, and issues promptly and professionally, resulting in high guest satisfaction ratings. . Front Desk Operations: Managed front desk activities, including check-in/check-out procedures, room assignments, reservations, and guest requests, ensuring smooth and seamless guest experiences. . Revenue Management: Implemented strategies to maximize revenue, such as upselling room upgrades, promoting hotel amenities, and optimizing room inventory. . Quality Control: Conducted regular audits and inspections to maintain high standards of cleanliness, organization, and professionalism at the front desk and lobby area. . Staff Training and Development: Designed and delivered training programs to enhance staff skills in customer service, problem-solving, and effective communication, resulting in improved performance and guest satisfaction. . Systems and Technology Proficiency: Demonstrated expertise in using hotel management systems, such as property management systems (PMS) and reservation systems, to ensure accurate and efficient front desk operations. . Collaborative Teamwork: Worked closely with other departments, such as housekeeping, maintenance, and sales, to coordinate guest services, resolve operational issues, and deliver a seamless guest experience. Show less

• 

  Marriott Niagara Falls Fallsview Hotel & Spa

  Dec 2005 - May 2007

  Duty Manager

  • Served in 5 Star Hotel and managed front desk operations for about 500 rooms.• Designed and implemented guest's room according to their interest with the help of staff.• Resolved customer complaints in timely manner and dealing with them patiently.• Ensured that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards. • Interviewed and supervised a staff.• Booked and coordinated of local and business seminars are also done.• Supervised all staff operations by giving duties to each.• Organized the shifts for all staff.• Made sure that all the average room rate and maximum occupancy was met every time.Coordinated with clients and customers by means of letters, telephone call, emails and personal interactions. Ensured messages are passed between two personnel on time and in right sense.• Trained the staff by using proper techniques and documentation.• Conducted monthly front office meeting with all staff• Kept the records of arrivals, bills, rooms etc.• Created reports for front office which help in future. Show less

• 

  Integrys

  Sept 2007 - Oct 2008

  Sales/Marketing Business Development Manager

  • Presented and sell company products and services to current and potential clients.• Prepared action plans and schedules to identify specific targets and to project the number of contacts to be made.• Followed up on new leads and referrals resulting from field activity.• Identified sales prospects and contact these and other accounts as assigned.• Prepared presentations, proposals and sales contracts.• Developed and maintain sales materials and current product knowledge.• Established and maintain current client and potential client relationships.• Prepared paperwork to activate and maintain contract services.• Managed account services through quality checks and other follow-up.• Identified and resolve client concerns.• Prepared a variety of status reports, including activity, closings, follow-up, and adherence to goals.• Communicated new product and service opportunities, special developments, information, or feedback gathered through field activity to appropriate company staff.• Coordinated company staff to accomplish the work required to close sales.• Developed and implement special sales activities to reduce stock.• Coordinated shipping schedules and delivery of merchandise and services. • Leads field forecasting efforts among the team managed, ensuring that accurate forecasts are completed on a timely basis • Proactively assesses, clarifies, and validates customer requirements and satisfaction by engaging key customer accounts in conjunction • Built peer support and strong internal-company relationships with other key management personnel. • Established productive relationship with field marketing based on frequent communication, collaboration, and the effective allocation of marketing investment in the marketplace managed.• Coordinated company executive involvement with customer management. • Worked closely to ensure customer satisfaction, and high levels of field sales support. Show less

• 

  TDI Bassline Inc.

  Oct 2013 - Jun 2015

  E-Commerce Customer Service Manager/Business Development Manager

  Responsible for the problem solving and management of customer related tickets in North American Continent, including the following roles:• Collaborate with other team members (Business Development Executive, Research Analyst, Software developers, Managers, Distributors, Manufacturers, Consultants, and Customer Care Specialist) to meet the targets in area of responsibility.• Manage all affairs related to Customers of the company and resolve their problems within 2 business days.• Work closely with Manufactures’, and Distributors’ technical and sales team to ensure buyers enjoy full customer service experience by resolving their questions with pass through information.• Identify, evaluate and recommend best course of action for the problems faced by the customers.• Work with team members to resolve the customer queries at Zendesk, other ticketing platforms used by the company.• Resolve Customer Tickets from EBay, Amazon, and company’s websites.• Manage the Customers Relations Team as it grows in size.• Answer and return all phone calls received the same business day.• Manage queries related to returns, and process the complete return process cycle.• Maintain and update the Frequently Asked Questions (FAQs), and products information page every week.• Liaise with Director, Operations Manager, and Marketing Manager as required. Show less

• 

  Private Company

  Jul 2015 - Feb 2019

  Client Services Manager/ Operations

  • Accurately performs registration process for new and existing clients • Schedules appointments according to established procedures. • Assure that staff is provided with proper training, instruction, tools, and methods to perform their jobs. • Lead and motivate staff in handling change, building trust, and partnership. Encourage and build a team environment. • Perform timely performance evaluations, as well as appropriate disciplinary actions. Evaluate all Customer Service Staff on communication skills and technical knowledge. • Ensure that all Customer Service Representatives have up-to-date benefit information. • Ensure Customer Service follow-up methods and procedures are complete and meet time standards. • Develop and train senior staff to provide a high level of support. • Create method to provide feedback and Quality Assurance on identified errors. • Capture and report on all Customer Service measurements, production, and turnaround time metrics.• Managing daily performance ensuring high levels of goal attainment and quality of service.• Coordinate and collaborate with management to address issues, which affect call center operations.• Mediate, respond to, and resolve highly sensitive customer/client issues, which could negatively impact customer/client.• Responsible for daily, weekly, monthly interactions with clients including status updates, problem resolution, proactive communication and on-going relationships.• Ensure management team and associates exhibit a high degree of ownership and accommodation when interfacing with clients and customers.• Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions. Show less

• 

  ZTech Solutions

  May 2018 - now

  Director of Operations/Sales/ Support /Clients

  • Develop and execute the company’s business strategies in order to attain the goals of the board and shareholders.• Provide strategic advice to the board and Chairperson so that they will have accurate view of the market and the company’s future.• Prepare and implement comprehensive business plans to facilitate achievement by planning cost-effective operations and market development activities.• Ensure company policies and legal guidelines are communicated all the way from the top down in the company and that they are followed at all times.• Communicate and maintain trust relationships with shareholders, business partners and authorities.• Oversee the company’s financial performance, investments and other business ventures.• Delegate responsibilities and supervise the work of executives providing guidance and motivation to drive maximum performance• Read all submitted reports by lower rank managers to reward performance, prevent issues and resolve problems. Show less