Fazeen M Faizal
London
Summary
Professional in guest services with strong background in client management and customer relations. Valued for ability to lead teams, adapt to changing needs, and consistently achieve results. Skilled in conflict resolution, staff training, and enhancing guest experiences. Known for reliability, effective communication, and results-driven approach.
Overview
4
4
years of professional experience
Work History
Asst. Guest Services Manager
The Cumberland Hotel
03.2023 - Current
- Managed client complaints, ensuring swift resolution for high guest satisfaction
- Led two teams totaling 20+ members, providing guidance for seamless operations
- Utilized expert knowledge of Opera, Knowcross, Zendesk, and Review Pro to optimize service delivery
- Successfully upsold services, contributing to increasing revenue by £30,000 to £50,000 monthly
- Reviewed invoices meticulously, maintaining financial integrity
- Collaborated with department heads to enhance guest satisfaction strategies
- Facilitated training for team members, handled escalated complaints for guest retention, and contributed to guest relations initiatives for increased engagement and loyalty
Client Relationship Specialist
Hard Rock International
08.2022 - 02.2023
- Delivered responsive support to clients during high-pressure periods, preventing potential churn due to dissatisfaction.
- Enhanced customer satisfaction by consistently meeting and exceeding service expectations.
- Monitored and improved quality assurance through root cause analysis and application of customer feedback survey results.
- Investigated and resolved customer inquiries and complaints quickly.
Supervisor
Tipu Sultan Fine Dining
09.2021 - 06.2022
- Led and motivated a team of servers, hosts, and support staff to provide exceptional customer service and create memorable dining experiences
- Conducted pre-shift briefings to communicate service expectations, menu updates, and special requests, fostering a cohesive team environment
- Managed reservations, seating arrangements, and guest inquiries with professionalism and efficiency
- Monitored inventory levels, coordinating with management to replenish supplies and equipment as needed
- Handled customer feedback promptly and tactfully, resolving issues to exceed guest expectations, and collaborated with the kitchen team for timely and accurate food delivery
Operations Admin Assistant
Bharath Pipes
07.2020 - 08.2021
- Collaborated with the procurement team to streamline and enhance sourcing processes
- Negotiated with suppliers and customers for the best prices, favorable payment terms, and optimal delivery timelines
- Fostered strong and mutually beneficial relationships with stakeholders through strategic negotiation
- Played a key role in controlling production processes, ensuring efficiency, and timely delivery of products
- Actively engaged in inventory forecasting, implementing strategies to optimize resource utilization, and demonstrated proficiency in operational forecasting and resource management
Education
MSc - Engineering Management
University of Leicester
BTech - Electronics and Communication
Rajagiri School of Engineering and Technology
Skills
- Communication Skills
- Service Recovery
- Leadership
- Customer Service
- Microsoft Office
- Effective Time Management
- Google Workspace
- Zendesk
- Creative Problem Solving
- Review Pro
- Team Management Skills
- Kajabi
Projects
1. Underwater Object Detection & Direction of Arrival Estimation
- Explored advanced algorithms for underwater object detection and direction of arrival (DoA) estimation.
- Identified and implemented effective algorithms to enhance underwater sensing technologies, contributing to improved accuracy in detection and localization.
- Investigated blockchain solutions to enhance transparency, security, and efficiency in real estate transactions.
- Proposed and implemented blockchain-based smart contracts, automating key tasks and revolutionizing property transaction processes.
- Conducted comprehensive assessments of customer service processes, mapping stages from inquiry to resolution.
- Collaborated with cross-functional teams to identify bottlenecks, leveraging data analytics to quantify their impact on response times and customer satisfaction.
- Developed and implemented a detailed process improvement plan, monitoring KPIs and training representatives to ensure seamless adoption.
Timeline
Asst. Guest Services Manager
The Cumberland Hotel
03.2023 - Current
Client Relationship Specialist
Hard Rock International
08.2022 - 02.2023
Supervisor
Tipu Sultan Fine Dining
09.2021 - 06.2022
Operations Admin Assistant
Bharath Pipes
07.2020 - 08.2021
BTech - Electronics and Communication
Rajagiri School of Engineering and Technology
MSc - Engineering Management
University of Leicester
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