Abdul Hayee
Dagenham,UK
Summary
Accomplished professional with extensive expertise in hotel and resort operations management, specialising in enhancing guest experience and satisfaction scores. Proven track record in front office and housekeeping leadership, staff recruitment, training, and performance management. Adept at duty management, shift leadership, complaint handling, service recovery, cost control, labour planning, and budget management. Proficient in Opera Property Management System (PMS) with a strong focus on health and safety standards and VIP services compliance. Committed to maintaining brand standards while driving operational excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work history
Sales Administrator
A2Z Car Solutions Ltd
London
2024.06 - 2025.11
- Supported daily operational activity through accurate administration and customer communication
- Coordinated logistics, order processing, stock records, and compliance documentation
- Managed invoicing, registration, taxation paperwork, and internal reporting
- Strengthened accuracy, organisation, and regulatory compliance skills within a UK business environment
Hotel Manager
Avari Xpress Hotel
Gilgit
2022.12 - 2024.05
- Held full responsibility for day-to-day hotel operations, guest satisfaction, and service delivery
- Recruited, trained, and led cross-functional hotel teams
- Managed staff rotas, labour planning, and departmental coordination
- Oversaw front office, housekeeping, and guest services operations
- Resolved 90% guest issues professionally, maintaining brand reputation and repeat business
- Monitored occupancy levels and aligned staffing for cost efficiency
Front Office Manager / Executive Housekeeper
Pearl-Continental Hotels & Resorts
2012.04 - 2020.08
- Managed front office and housekeeping departments across 5-star hotel properties
- Led large operational teams to deliver consistent service standards
- Ensured guest satisfaction during peak occupancy and high-profile events
- Supported senior management with operational planning and service improvement initiatives
- Boosted guest loyalty with excellent service delivery.
Assistant Front Office Manager / Senior Duty Manager
Marriott International
2006.03 - 2012.04
- Overseen daily hotel operations as part of senior duty management rotation
- Ensured compliance with Marriott brand standards and quality audits
- Trained and mentored over 50 team leaders and supervisors
- Acted as senior point of contact for guest issues and VIP handling
- Worked closely with other departments to enhance overall service quality.
Education
BA (Graduation) -
University of Karachi
PakistanDiploma - Hotel Management
Pakistan Institute of Tourism & Hotel Management
Skills
- Hotel & Resort Operations Management
- Guest Experience & Satisfaction Scores
- Front Office & Housekeeping Leadership
- Staff Recruitment, Training & Performance Management
- Duty Management & Shift Leadership
- Complaint Handling & Service Recovery
- Cost Control, Labour Planning & Budgets
- Opera Property Management System (PMS)
- Health & Safety & Standard Operating Procedures
- VIP Services & Brand Standards Compliance
References
Available on request
Accomplishments
- Supervisor of the Month – Faisalabad Serena Hotel (2×)
- Commendation Certificates for Integrity & Honesty – Marriott International
- Member of pre-opening teams: Avari Xpress Gilgit & Pearl-Continental Gwadar
- Part of Executive Team awarded Luxury Travel Guide Global Hotel Award – 2016
Certification
- Foundation of Leadership – Marriott International
- Train the Trainer – Marriott International
- Leadership Styles & Effective Use of Authority – Serena Hotels
- Service Excellence & Customer Loyalty Workshops
Timeline
Sales Administrator
A2Z Car Solutions Ltd
2024.06 - 2025.11
Hotel Manager
Avari Xpress Hotel
2022.12 - 2024.05
Front Office Manager / Executive Housekeeper
Pearl-Continental Hotels & Resorts
2012.04 - 2020.08
Assistant Front Office Manager / Senior Duty Manager
Marriott International
2006.03 - 2012.04
Diploma - Hotel Management
Pakistan Institute of Tourism & Hotel Management
BA (Graduation) -
University of Karachi