Imran Miah
London
Summary
I am an experienced hotel Guest Relations Manager with valuable years of experience looking to ply my skills within your organization. Providing a high level of service is my passion, leaving guests with an experience to remember.
Overview
10
10
years of professional experience
Work history
Guest Relations Manager
Hilton London Metropole
London
10.2021 - Current
- Provide upscale guest service experiences.
- Actively listen to and resolve complaints.
- Ensure guests requests are delivered.
- Checking in/out guests.
- Managing Duty Mangers and Welcomers.
- Mananging team appraisals.
- Monitoring reviews on all platforms and managing feedback.
- Ensuring all guests have the opitimal experience.
Night Manager
Croydon Aerodrome Hotel Signature Collection
London
08.2019 - 10.2021
- Managing hotel operations during night hours.
- Checking in/out guests.
- Running nightly audits.
- Ensuring all guest issues and requests are dealt with.
- Managing night team of 7 including reception, bar staff, cleaners and room service,
- Staff trainging.
- Monitoring regular fire walks.
- Ensuring a smooth handover with duty managers and day staff.
- Providing feedback at HOD meetings.
Account Manager
Expedia
02.2014 - 08.2019
- Managing a portfolio of Hotels across London and Greater London
- Liaising with hotel GM's to accommodate their needs for listing on Expedia platforms
- Upselling new features on the Expedia platform
- Meeting KPI's of 20% growth year on year.
Education
BA Honors - Business Admin and Marketing
University of Greenwich
Skills
- Organisation
- Planning
- Leadership
- Problem solving
- Influence
- Customer service
- Service knowledge
- Upselling
- Customer retention
- Upholding standards
Timeline
Guest Relations Manager
Hilton London Metropole
10.2021 - Current
Night Manager
Croydon Aerodrome Hotel Signature Collection
08.2019 - 10.2021
Account Manager
Expedia
02.2014 - 08.2019
BA Honors - Business Admin and Marketing
University of Greenwich
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