IMTIYAZ FAKIRAHMED KHAN
Hospitality Protocol & Customer Relationship Professional
Ulwe
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
19
19
years of professional experience
Work History
Executive - Customer Relations
CBRE, Lodha World View Tower
04.2025 - 07.2025
- An Executive Customer Relations plays a critical role in an organization by fostering positive relationships with customers and ensuring their satisfaction and loyalty. Handling customer interactions, Customer relationship management, Cross-functional collaboration, Performance monitoring and reporting, Compliance and training Additional duties (depending on company structure)
- (3 months 20 days)
Duty Manager
PVR – Inox Cinema, Jio Mall BKC Mumbai
02.2025 - 03.2025
- In essence, as Cinema Duty Manager acts as a frontline leader, responsible for the day-to-day operational success of the cinema, ensuring an enjoyable experience for customers and a productive environment for staffs.
- (2 months)
Airport Representative
JW Marriott Hotel
12.2015 - 01.2025
- 1. Handling guest arrival with pick up request, and arrange the transportation.
- 2. Assist with guest luggage as and when required.
- 3. Give all hotel facilities information to the guest and assists them in to the car.
- 4. Inform reception manager, concierge or guest relation officers when VIP on their way to the hotel.
- 5. Be present at all scheduled flight landings and assist incoming guests with baggage clearance and directing them to transport facilities.
- 6. Stand by at the arrival terminal for every flight arrival.
- 7. Write all the additional instruction for guests or information about guest arrival or departure in the logbook and should be transferred to the expected arrival list of each airport rep.
- 8. If the pickup is not arranged by the hotel then, Guest should be shown only to the recommended taxi or limousine.
- 9. Escort the guest to the official car rental and deals with authorized car rental staff.
- 10. Any changes on arrival and departure flight must be reported to Front Office manager and chief concierge.
- 11. If there is a problem while on duty without the supervisor, must be discussed and report to front office manager.
- 12. Responsible for good service and maintain close relationship with all official sectors at the airport and most of all, maintain a spirit of team work among the hotel’s personnel. Submit names and arrival flight numbers to meeting service staff.
- 13. Ensures the neat of appearance and grooming of airport representative officers.
- 14. Anything that is related to operation as well as special cases of leaving must be noted down in the logbook, and also have to have the written approval of Hospitality Manager or Chief Concierge.
- 15. Must follow the working schedule properly. Any changes to be reported and approved by front office manager, assistant front office manager and assistant managers.
- 16. Maintain detailed knowledge of all facilities and services offered by the hotel.
- 17. VIP and VVIP guests to be welcomed at the airport and ensure transportation is arranged.
- 18. Maintain a good relationship with airline personnel, immigration and custom officers under the guidance of the Manager.
- (9 yr 15days)
Airport Representative
Westin Hotel
03.2014 - 11.2015
- (1 year 8 months)
Airport Representative
Sahara Star Hotel,(KTR MGT)
11.2013 - 03.2014
- (5 months)
Airport Supervisor
Granada Hotel
08.2012 - 07.2013
- (12 months)
Airport Associate
Courtyard by Marriott Hotel
11.2011 - 07.2012
- (9 Months)
Hotel Apprentice
Victor’s Residenz Hotel, Schloss Berg – Deutschland
02.2010 - 04.2010
- (2 Months)
Food & Beverage Service Associate
J W Marriott Hotel
10.2006 - 09.2008
- (2 Years)
Education
Bachelor of Science - Hotel & Tourism Management
Yashwantrao Chavan Maharashtra Open University
01.2011
Higher Secondary Certificate - undefined
NIOS- Delhi Board
01.2007
Secondary School Certificate - undefined
Maharashtra Board
01.2004
Disclaimer
I hereby declare that the above written particulars are true to the best of my knowledge and belief. DATE: -_______________. Place: - Ulwe, Navi Mumbai (IMTIYAZ F.KHAN)
OTHER QUALIFICATION
- A. National Cadet Corps, Army Wing, Pass Certificate in 2003 from Ministry of Defense, Government of India.
- B. Diploma in Computer Hardware & Networking Passed by 54% in 2004 – 2005.
Timeline
Executive - Customer Relations
CBRE, Lodha World View Tower
04.2025 - 07.2025
Duty Manager
PVR – Inox Cinema, Jio Mall BKC Mumbai
02.2025 - 03.2025
Airport Representative
JW Marriott Hotel
12.2015 - 01.2025
Airport Representative
Westin Hotel
03.2014 - 11.2015
Airport Representative
Sahara Star Hotel,(KTR MGT)
11.2013 - 03.2014
Airport Supervisor
Granada Hotel
08.2012 - 07.2013
Airport Associate
Courtyard by Marriott Hotel
11.2011 - 07.2012
Hotel Apprentice
Victor’s Residenz Hotel, Schloss Berg – Deutschland
02.2010 - 04.2010
Food & Beverage Service Associate
J W Marriott Hotel
10.2006 - 09.2008
Higher Secondary Certificate - undefined
NIOS- Delhi Board
Secondary School Certificate - undefined
Maharashtra Board
Bachelor of Science - Hotel & Tourism Management
Yashwantrao Chavan Maharashtra Open University
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