AZIB ZAFAR
Gorakhpur
Summary
Reliable hospitality leader with 8+ years of Hospitality experience with keen eye for operational excellence and guest satisfaction. Proven ability to streamline front office processes and elevate customer service standards. Team-oriented with strong focus on collaboration and adaptability, ensuring seamless coordination and positive outcomes. Skilled in conflict resolution and staff supervision.
Overview
9
9
years of professional experience
Work History
Duty Manager
Radisson Blu Gorakhpur
02.2024 - Current
- Directed daily front office operations for a luxury property with 118 rooms.
- Led scheduling, coaching, and performance evaluation of 14 front desk team members.
- Implemented guest service recovery protocols, improving satisfaction and loyalty scores.
- Partnered with Sales & Reservations teams to maximize occupancy and ADR.
- Introduced upselling initiatives, increasing revenue per available room.
- Ensured strict compliance with brand standards, safety, and security procedures.
- Assisted with budgeting, forecasting, and cost control efforts.
- Acted as primary escalation point for guest complaints and special requests.
- Coordinated with housekeeping, engineering, and F&B; to ensure seamless guest experiences.
- Oversaw cash handling, credit control, and inventory management at the front desk.
- Oversaw daily front office operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored front office staff, enhancing team performance and service delivery.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
Assistant Manager – Front Office
Le Meridien Mahabaleshwar Resort & Spa
04.2019 - 06.2020
- Oversaw front office operations and improved guest relations through proactive service.
- Developed innovative guest satisfaction strategies and trained staff.
- Managed cash handling, room blocking, and coordinated departmental workflows.
- Implemented personal development courses to enhance staff skills.
- Led team in executing operational strategies to enhance customer satisfaction and service efficiency.
- Mentored junior staff, facilitating their professional growth and development within the organization.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Front Office Executive / Voyager
Bengaluru Marriott Hotel Whitefield
07.2016 - 04.2019
- Handled check-ins, checkouts, VIP arrivals, and billing processes.
- Monitored and optimized inventory and reservations to maximize selling potential.
- Handled guest issues and complaints promptly.
- Trained new team members and ensured brand standards were upheld.
- Managed office inventory by maintaining documentation of stock
- Handling a Team of associates 'Desk' and 'At Your Service' Planning and allocation of duties.
- Preparing Daily Business Reports
- Checking daily arrival list and monitoring all VIP movements of the day with proactive arrival planning and ensuring that all statutory requirements for the in-house guests were met
- Handling guest issues and preferences, e-mails, credit limit reports, room screening, and blocking reservation queries,
Education
MBA - Business Management
Narsee Monjee Institute of Management Studies
Mumbai, Maharashtra10.2023
B.A. (Hons) - Hotel Management
University of Huddersfield, U.K. & IHM Aurangabad (Taj Group)
Aurangabad, Maharashtra07.2017
Skills
- Adaptability
- Problem Solving
- Teamwork
- Leadership
- Communication Skills
- Microsoft Office
- Customer Service
- Operations Management
- Interdepartmental Collaboration
- Inventory Management
- Budgeting and Expenditures
- Team Building
- Customer service
- Front desk operations
- Staff training and development
- Employee supervision
LANGUAGES
Hindi – Native
English – Fluent
Urdu – Advanced
References
Ravi, Kumar, Front Office Manager, fom@rdbgorkahpur.com, +91 84290 22259, Radisson Blu Gorakhpur, Gorakhpur, Uttar Pradesh, India, 273001
Awards
Awarded Letter of Appreciation by General Manager for TripAdvisor and Guest Voice Survey excellence.
Consistently recognized as Top Upseller in Front Office Department.
Cracked IELTS with Band 7 score
Timeline
Duty Manager
Radisson Blu Gorakhpur
02.2024 - Current
Assistant Manager – Front Office
Le Meridien Mahabaleshwar Resort & Spa
04.2019 - 06.2020
Front Office Executive / Voyager
Bengaluru Marriott Hotel Whitefield
07.2016 - 04.2019
MBA - Business Management
Narsee Monjee Institute of Management Studies
B.A. (Hons) - Hotel Management
University of Huddersfield, U.K. & IHM Aurangabad (Taj Group)
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