Anees Amjad

[email protected] • +971558658277 • Dubai, UAE
LinkedIn: https://www.linkedin.com/in/aneeskhokhar/

PROFESSIONAL SUMMARY

Motivated professional with a CTH Level 6 Diploma in Tourism and Hospitality Management and three years of Front Office experience with IHG in Dubai. Skilled in customer service, problem-solving, and operational support, with a strong focus on efficiency and guest satisfaction. Currently seeking an entry-level role in the airline industry where I can apply my hospitality expertise and grow within a dynamic team.

WORK EXPERIENCE

Guest Service Agent
11/2024 - Present
Staybridge Suites Dubai Internet City , Dubai, UAE
• Managed billing and account settlements for long-term guests, including monthly and yearly contracts, ensuring accuracy and that all rates matched contracts approved by the sales team.
• Supported the sales team by identifying and contacting potential long-term guests, contributing to occupancy growth and revenue generation.
• Followed up with guests to resolve complaints promptly and ensured appropriate compensation was provided, enhancing guest satisfaction.
• Collaborated with the F&B team to promote existing offers and uplift service standards by sharing guest feedback with management.
• Recognized loyalty program members (IHG One Rewards), applying personalized service strategies to enhance their experience and make them feel valued.
Guest Service Agent
01/2023 - 11/2024
Holiday Inn Express Safa Park , Dubai, UAE
• Led Front Office and lobby operations, ensuring smooth daily functions, high-quality check-ins for VIP and corporate guests, and adherence to company standards.
• Managed nightly audits, settled guest accounts, and coordinated with the accounts department to resolve discrepancies efficiently.
• Mentored trainees and new hires, providing guidance on policies, procedures, and service standards, becoming a key point of support for learning and development.
• Handled guest inquiries and feedback through calls, emails, and online platforms, delivering exceptional customer service and supporting continuous improvement.
• Performed managerial duties including creating staff rosters, managing emergency situations, optimizing room allocation, and contributing to revenue maximization.
• Implemented strategic room allocation and rate management that increased occupancy and maximized revenue during peak periods
Management Trainee Officer
01/2022 - 11/2022
Pearl Continental Lahore , Lahore, Pakistan
• Led Front Office operations during shifts, ensuring smooth and efficient daily hotel functions.
• Worked closely with the team to prepare for each shift and consistently completed all responsibilities on time.
• Handled guest inquiries and issues through calls and emails, providing accurate information and excellent customer service.
• Gained experience with extranet portals for managing bookings and updates.
• Performed daily cash handling with accuracy and adherence to procedures.
• Supported marketing efforts and helped generate multiple corporate accounts through strong service and communication skills.

EDUCATION

Level 6 Professional Diploma in Tourism and Hospitality Management
01/2021 - 03/2022
COTHM , Lahore, Pakistan
Intermediate in Commerce
01/2019 - 12/2020
Punjab Group of Colleges , Lahore, Pakistan

SKILLS

Technical Skills: Opera PMS, Micros POS, OTA Booking Channels, Reservation Management, Property Management Systems, Revenue Management, Sales Support
Soft Skills: Customer Service Excellence, Communication, Conflict Resolution, Teamwork, Client Relations, Cultural Sensitivity, Attention to Detail, Sales Oritented Mindset
Tools: Microsoft Excel, Microsoft Word, Microsoft Office Suite, OTA Platforms, Digital Guest Engagement Platforms
Other: Hospitality Industry Expertise, Multilingual Communication, Operational Coordination, Sales & Promotions Support, Complaint Handling, Service Recovery, Loyal Members Recogntion

CERTIFICATIONS

IHG Brand & Operations Trainings
IHG
Emergency First Aid Training
IHG
Fire Safety Training
IHG

ACHIEVEMENTS

• Recognized for excellent performance with “Star of the Month” award.
• Won multiple awards in writing competitions, demonstrating creativity and communication skills.
• Successfully took on additional managerial responsibilities for a month, showcasing leadership and operational capability.

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