Mohammed Waseem

Experience

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  Qulaity Inn Southern Star

  Aug 2005 - Nov 2010

  Front Office Associate and Night Auditor

  Front Desk Operations, Guest Relations, Night Audit

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  Fortune Park Hotels Ltd

  Dec 2010 - May 2013

  •Maintain the operations as per the Fortune standards•Conduct daily briefings and training in the department. •Ensure Safety and security of the guests•Ensure accuracy of groups, rooming lists, billing, amenities, arrivals etc. •Two times got awarded as the Gold Star for outstanding performance & quality work•Coordinating with RMOs, Marketing offices and handling IDS and OTAs for reservations•Daily, weekly and monthly reports to General Manager•Reports and MIS

  • Front Office Executive

    Jan 2013 - May 2013

  • Front Office Team Leader

    Dec 2010 - Dec 2012
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  ITC Hotels

  May 2014 - May 2015

  Guest Experience Manager

  Responsible for the guest experience at every moment of truth and assisting the Front Office Manager in daily operations.

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  Radisson Blu Plaza Hotel, Mysore

  Jun 2015 - Dec 2016

  Guest Services Manager

  A 5* classified luxury hotel with 139 well-appointed rooms with the overview of significant Chamundi Hills and Mysore Palace, state-of-the-art facilities, multi cuisine and a specialty restaurant, open air Bar, located in the heart of Mysuru, mainly catering FITs, MICE and Inbound Series.Key Responsibilities:• Assisted Director of Rooms in daily operations as a second in command of the department.• To ensure hassle-free operations at the department in absence of HOD. • Maintained NPS benchmark on Medallia with constantly training and motivating the team.• Departmental meeting for performance reviews on weekly and Monthly basis.• Generating Daily, Weekly and Monthly reports to General Manager and HQ.Achievements:• Achieved an award for stellar performance as The Best Executive of The Quarter Jan - Mar 2016.• Awarded with Bravo certificates multiple times for being recognized by the guests on online forums. Show less

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  Fortune Hotels UAE

  Jan 2017 - Nov 2017

  Front Office Manager

  A 4* classified hotel with 102 well-appointed rooms with state-of-the-art facilities, 11 outlets including multispecialty restaurants and night clubs, located in the heart of the Dubai, mainly catering FITs and Inbound series.Key Responsibilities:• Heading the Front Office operations to ensure the smooth functions of the department.• Responsible for overall profitability of Rooms Division whilst maintaining the cost budget.• Responsible for strict compliance of DTCM and CID reports.• Timely Briefing and Training of the department.Achievements:• Remarkable improvement in the online portals ranking.• Successfully contributed in the TripAdvisor ranking improvement.• Successfully renewed the 4 Star classification post DTCM inspection in close co-ordination with other departments. Show less

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  Fortune Park Hotels Ltd

  Nov 2017 - Aug 2018

  Front Office and Revenue Manager

  A 5* hotel with 108 well-appointed rooms with state-of-the-art facilities, located in the heart of the Mysuru city, mainly catering FITs and Inbound series.Key Responsibilities:• Heading the Front Office operations and Revenue of the hotel.• Coordinating with all RSOs consistently to ensure budgets are achieved.• Responsible for maintaining benchmark of “Wow Ratio” on CFS (Customer Feedback System)• Responsible for FO team wellbeing and responding to their grievances.• Maintained the Open Door policy with the team members.• • Responsible for IDS rate distribution through channel managers.• Responsible for bidding RFPs through Lanyon.• Responsible for GDS rate distribution through Pegasus.• Responsible for Revenue Management through Online Channel Manager and other extranets.Achievements:• Successfully contributed in increasing the GOP percentage by 3% with the help of RMOs and Unit sales for the year 2017-18.• Effectively proved growth in the OTA business by 22% through Dynamic Rate Management for the year 2017-18.• Introduced few cost effective measures in order to cost controlling and enhanced room contribution in the overall revenue.• Executed effective departmental training and enhanced WOW Ratio. Show less

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  Sterling Holiday Resorts Limited

  Sept 2018 - Mar 2020

  Front Office Manager

  An extensive resort with 202 well-appointed rooms with state-of-the-art facilities, multi cuisine restaurant, huge banqueting capacity in entire Ooty, located atop Fern Hill with breath taking valley views, mainly catering MICE and Time Share members.Key Responsibilities:• Heading the Front Office operations and ensure the smooth functions of the department with utmost efficiency, adhering to the company standards.• Responsible for Pre-conference meetings and preparing group action plan.• Responsible for achieving the Resort Direct budget by converting enquiries into potential business.• Consistently maintaining records of all outstanding amount and ensure timely clearance of pending payments.• Dealing effectively with all business partners and maintaining good relation for continued patronage.• Responsible for timely training, briefing and performance assessment at the department.• Assisted the Food & Beverage dept. during the peak restaurant hours and major MICE events.• Overlooking House Keeping dept. in terms of cleanliness and upkeep.Achievements:• Selected as a member of the unit festivities committee, planning up the yearly calendar of events.• Successfully contributed in the TripAdvisor ranking improvement from 16th to 07th position.• Awarded as the most transformed department during half yearly town hall March 2019. Show less

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  Narayana Health

  Jul 2021 - Feb 2023

  Manager - Service Excellence

  •Handling the Administration Operations of the Hospital including Service Excellence, House Keeping, Security, Food Court, ER and Conveyance & Logistics.• To direct, supervise and coordinate all service transformation activities in IPD, OPD & ER.• To ensure the optimization of Digital Adoption at the unit level.• To monitor and ensure compliance of TAT (Turn Around Time) in all service areas such as Admissions, Discharges, OPD Waiting Time, Lab & Radiology services, and Reports Dispatch.• Responsible for process improvement initiatives to drive excellence in the delivery of hospital services and overallpatient satisfaction.• To motivate the team to seek continuous feedback from all IP & OP to achieve stipulated NPS benchmark.• Analyze feedback data trends and articulate the information to develop & Control process/service improvements.• Implementing and consistently performing patient engagement activities.• Handle, respond and address all patient grievances with appropriate solution in given timeline.• Co-create training modules for Admin and Paramedic employees with the collaboration of training department and develop the team on building connect, grievance handling and effective service recoveries. Show less

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  Radisson Hotel Group

  Feb 2023 - now

  Front Office Manager

  Leading Front Office Operations, Guest Experience, Guest Satisfaction Scores, Employee Engagement