MUBASHRA NAAZ HAIDER
London
Summary
Customer-focused General Manager committed to delivering exceptional guest experiences. A dynamic and results-oriented professional with over 5 years of experience in the hospitality industry, specializing in operations and guest services. Proficient in driving operational efficiency, improving guest satisfaction, and leading cross-functional teams to meet business goals. Expertise in managing guest relations, resolving issues, and ensuring seamless daily operations. Recognized for anticipating guest needs and providing personalized service, with a strong emphasis on staff training and development to ensure consistently high performance. Skilled in emergency response, conflict resolution, and property surveillance, with a sharp ability to identify safety risks. Possesses excellent communication skills and a balanced approach to enforcing property policies.
Overview
10
10
years of professional experience
Work History
GENERAL MANAGER
SBHL – STAY BELVEDERE HOTELS LTD.
08.2022 - Current
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- To provide reports i.e., on Guests transfers or related case work and actions.
- Working effectively with stakeholders, including staff, management, and external partners.
- Maintains an internal system of tracking incidents and reported cases. Completes weekly and monthly reports to ensure compliance with housing contract requirements.
- To assist in dealing with Guests' complaints effectively and courteously, providing or seeking solutions as quickly as possible.
- Create, review, and publish Staffing and shift allocations at sites.
- Always Provide consistent and high-quality Operational & Customer service.
GUEST EXPERIENCE DAY SUPERVISOR
SBHL – STAY BELVEDERE HOTELS LTD.
12.2021 - 08.2022
- Assigned tasks and established work schedules to staff to cover operational needs.
- Collaborated with the night supervisor on shift changeovers to maintain continuity of operations, sharing pertinent information regarding ongoing tasks.
- Monitored inventory levels closely to prevent stockouts or overstocks, maintaining optimal product availability.
- Trained new hires in company policies, procedures, and job duties, setting them up for success in their roles within the organization.
- To investigate and report possible key breaches of the Occupancy Agreement in incident reports e.g., cooking, smoking, drinking in rooms. Also, to establish alternate solutions.
- Responsible for ensuring that accurate assessments/reports/and files are completed Timely and up to date.
- Advise and provide feedback to Guests about actions taken to resolve their enquiry.
- Respond to complaints about Guests’ inquiries and service delivery problems within the position holder’s responsibility and suggest improving service delivery to your line manager.
HOUSE OFFICER
SBHL – STAY BELVEDERE HOTELS LTD.
03.2021 - 11.2021
- Had a great learning experience of customer services, enhanced my skills in all the admin work.
- To undertake general administrative duties, including correspondence, emails, and filing, and to ensure the smooth running of the Hotel Operations.
- Accommodating the Service Users who arrived to the site sent by Home Office.
- Helping them in all their queries regarding their asylum cases.
- Resolving their queries through the emails and calls to the head office.
- Strong communication skills, with proficiency in multicultural contexts and sensitivity to trauma.
- Maintain accurate records of documentation, adhering to data protection regulations and confidentiality protocols.
- Booking transport for the guest users according to their emergencies and needs.
- To ensure general cleanliness and order of the Hotel is high and maintained, including always keeping the reception area clean and tidy.
CULINARY ASSOCIATE
JW MARRIOTT PUNE
06.2019 - 10.2020
- Had a great learning experience, enhanced my skills & participated in The Great Indian Culinary Challenge Pune 2019 with some of the greatest chefs of India.
- Successfully balanced multiple tasks simultaneously while maintaining composure under pressure.
- Assisted in the development of seasonal menus, incorporating fresh ingredients and innovative culinary techniques.
- Managed inventory levels effectively, reducing spoilage costs while maintaining adequate supplies for continued operation.
- Collaborated with team members to maintain a clean and organized work environment, ensuring optimal productivity.
- Enhanced overall dining experience through skillful plate presentation and attention to detail.
INTERN
THE WESTIN HYDERABAD MINDSPACE
11.2017 - 03.2018
- Successfully completed the Industrial Exposure Training in all major departments & got an appreciation letter from the Food & Beverage Service department.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
INTERN
B.P ENTERPRISE KOLKATA
07.2014 - 06.2016
- Had a great learning experience & enhanced skills.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction clientele.
Education
Bachelor of Science (Hospitality & Hotel Administration) -
NATIONAL INSTITUTE OF TOURISM & HOSPITALITY MANAGEMENT
12.2019
Higher Secondary Education -
ST JOHN’S DIOCESAN GIRLS’ HIGH SCHOOL
06.2014
Secondary Education -
SAKHAWAT MEMORIAL GOVT. GIRLS HIGH SCHOOL
05.2012
Skills
- Customer Relationship Management
- Workflow Planning
- Strong communication skills along with computer knowledge
- Team player, adaptable, and hard working
- Hands-on experience with all MS Office products
- Staff Supervision
- Troubleshooter with enough experience in tackling challenging situations
Languages
English
Hindi
Bengali
Urdu
Accomplishments
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
Timeline
GENERAL MANAGER
SBHL – STAY BELVEDERE HOTELS LTD.
08.2022 - Current
GUEST EXPERIENCE DAY SUPERVISOR
SBHL – STAY BELVEDERE HOTELS LTD.
12.2021 - 08.2022
HOUSE OFFICER
SBHL – STAY BELVEDERE HOTELS LTD.
03.2021 - 11.2021
CULINARY ASSOCIATE
JW MARRIOTT PUNE
06.2019 - 10.2020
INTERN
THE WESTIN HYDERABAD MINDSPACE
11.2017 - 03.2018
INTERN
B.P ENTERPRISE KOLKATA
07.2014 - 06.2016
Higher Secondary Education -
ST JOHN’S DIOCESAN GIRLS’ HIGH SCHOOL
Secondary Education -
SAKHAWAT MEMORIAL GOVT. GIRLS HIGH SCHOOL
Bachelor of Science (Hospitality & Hotel Administration) -
NATIONAL INSTITUTE OF TOURISM & HOSPITALITY MANAGEMENT
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