Summary
Overview
Work History
Education
Skills
Languages
Websites
References
Timeline
Generic
NASEEM KHAN

NASEEM KHAN

Yamuna Nagar

Summary

Dynamic Guest Services Manager with a proven track record at Sheraton, enhancing guest satisfaction by 22% through strategic service delivery and conflict resolution. Expert in client relationship management and team leadership, I excel in operational optimization and performance metrics analysis, driving exceptional customer experiences and fostering loyalty.

Overview

11
11
years of professional experience

Work History

Guest Services Manager

Sheraton
Hamilton
10.2022 - 11.2024
  • Directed day-to-day front-line service delivery, managing high-value guest relationships and ensuring SLA adherence.
  • Led a cross-functional team of 26+ associates, overseeing talent onboarding, performance reviews, and operational training.
  • Improved guest satisfaction scores by 22% year-over-year through proactive issue resolution, personalized service, and real-time feedback capture.
  • Collaborated with sales, housekeeping, and F&B to align customer experience with brand promises and account objectives.
  • Developed service recovery protocols that reduced complaint resolution time by 38%.

Night Auditor

Staybridge Suites
Hamilton
12.2021 - 09.2022
  • Executed overnight reconciliation of financial transactions while maintaining operational continuity.
  • Served as the primary escalation point for guest issues, ensuring resolution aligned with service KPIs.
  • Generated daily performance and occupancy reports for senior management review.

Front Desk Agent / Night Supervisor

Holiday Inn Express & Suites
Markham
08.2019 - 12.2021
  • Delivered high-touch client service experiences, resolving issues and managing billing for corporate accounts.
  • Collaborated with reservations and group sales teams to streamline client onboarding and upselling efforts.
  • Ensured compliance with audit and security protocols during night shifts.

Owner / Operator – B2B Client Relations & Sales

Guru Kirpa Gul Udyog
Pune
05.2018 - 04.2019
  • Founded and operated a wholesale FMCG business with end-to-end ownership of B2B relationship management.
  • Negotiated supply agreements and managed sales pipelines with retail chains and regional distributors.
  • Oversaw customer lifecycle from onboarding to account fulfillment, enhancing client retention.

Front Office Manager

J.K Residency
Yamuna Nagar
10.2016 - 05.2018
  • Supervised front office operations and improved service levels through staff training and process redesign.
  • Monitored guest feedback metrics to optimize service delivery and strengthen customer loyalty.
  • Increased upselling revenue by 20% through effective team coaching and client rapport-building strategies.

Front Desk Associate

J.K Residency
Yamuna Nagar
12.2015 - 09.2016
  • Greeted and assisted guests with check-in and check-out processes.
  • Managed phone inquiries and directed calls to appropriate departments.
  • Maintained accurate records of guest information and reservations.
  • Coordinated room assignments based on guest preferences and availability.
  • Collaborated with housekeeping to ensure room readiness for arrivals.
  • Handled guest complaints and resolved issues in a timely manner.

Intern

J.W. Marriott
Chandigarh
11.2013 - 03.2014
  • Collaborated with colleagues to streamline internal communication processes.
  • Assisted team with project documentation and data entry tasks.
  • Provided administrative support to senior staff on various projects.
  • Identified needs of customers promptly and efficiently.

Education

PG Diploma - Global Hospitality Operations Management

Seneca College
Markham, ON
01.2020

PG Diploma - Global Hospitality Business Development

Seneca College
Markham, ON
01.2019

Bachelor of Science - Hospitality & Hotel Administration

IHM Mumbai
Mumbai
05-2015

Skills

  • Client relationship management
  • Customer experience strategy
  • CRM proficiency
  • Service delivery excellence
  • Team leadership
  • Customer retention strategies
  • Conflict resolution
  • B2B communication
  • Cross-functional collaboration
  • KPI monitoring
  • Operational optimization
  • Front office operations
  • Service recovery protocols
  • Performance metrics analysis
  • Financial reconciliation
  • Operational efficiency
  • Database management
  • Budget management
  • Policy implementation
  • Property management software proficiency
  • Report generation
  • Decision-making skills
  • Team scheduling and training
  • Guest service management
  • Customer relationship management

Languages

English – Fluent, Hindi – Fluent

References

References available upon request.

Timeline

Guest Services Manager

Sheraton
10.2022 - 11.2024

Night Auditor

Staybridge Suites
12.2021 - 09.2022

Front Desk Agent / Night Supervisor

Holiday Inn Express & Suites
08.2019 - 12.2021

Owner / Operator – B2B Client Relations & Sales

Guru Kirpa Gul Udyog
05.2018 - 04.2019

Front Office Manager

J.K Residency
10.2016 - 05.2018

Front Desk Associate

J.K Residency
12.2015 - 09.2016

Intern

J.W. Marriott
11.2013 - 03.2014

PG Diploma - Global Hospitality Operations Management

Seneca College

PG Diploma - Global Hospitality Business Development

Seneca College

Bachelor of Science - Hospitality & Hotel Administration

IHM Mumbai

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