Tasmia Rahman
Barking,Greater London
Summary
Multilingual professional specialising in B2B sales, customer service, and relationship management. Proficient in Microsoft Office and Opera systems, including Opera Cloud and POS operations. Extensive hotel industry experience with a focus on leadership and telesales. Proven ability to enhance customer satisfaction and drive business growth through in-depth product knowledge.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Guest Experience Agent
Mama Shelter London Shoreditch
London
04.2024 - 12.2025
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Facilitated check-in and check-out processes ensuring efficiency and accuracy in guest records.
- Coordinated with various departments to ensure seamless guest experiences throughout stays.
- Guided and supported junior staff on best practices for guest engagement and service excellence.
- Resolved guest queries efficiently resulting in increased satisfaction rates.
- Assisted guests with luggage transportation for convenience.
Front office Receptionist
Hyatt Place London Heathrow Airport
London
08.2023 - 04.2024
- Checking hotel guests in and out, and assisting with luggage as needed.
- Responding to internal and external calls according to the company procedure.
- Being the first smiling face that our guest sees, welcoming them to the hotel.
Casual Sales Executive
Sports Direct
White City Westfield, London
06.2023 - 08.2023
- Customer Assistance: Greeting customers, understanding their needs, and aiding in finding the right products.
- Sales and Upselling: Actively engaging with customers to promote products and upsell items to increase sales.
- Cash Handling: Processing sales transactions, handling cash, and operating the point-of-sale (POS) system efficiently and accurately.
Lead Sales Executive
Hotel Sarina
Dhaka
09.2022 - 04.2023
- Lead and mentored a team of sales professionals, provided guidance, training, and support to ensure individual/team success.
- Built and maintained strong relationships with key clients, identifying their needs and provided tailored solutions to meet their requirements.
- Organized/Maintained case file documentation, prepared relevant invoices and arranged/chased payment.
- Sending sales quotations and generating new clients.
- Making track record for the potential clients.
Senior Executive sales and Marketing
Grand Sylhet Hotel & Resort
Sylhet
05.2022 - 07.2022
- Targeted potential key accounts for the company.
- Assumed responsibility of providing new employees with training and orientation. (Training colleagues)
- Booked travel arrangements, created itineraries on request and managed diaries for senior members of staff.
- Implemented and sustained filing systems for relevant paperwork.
- First point of contact for emergency first aid assistance.
Sales Executive
Tilottoma Bangla Group
11.2020 - 05.2022
- Enhanced customer satisfaction ratings by resolving issues efficiently.
- Listened to customer needs and preferences to provide exceptional service.
- Diary management, scheduled appointments, and meetings as necessary.
- Completed ad-hoc administrative tasks.
- Maintained and improved quality results by adhering to standards and guidelines; recommended and improved procedures.
- Build and maintain profitable relationships with key customers.
Guest Service Agent
Renaissance Dhaka Gulshan Hotel (Marriot International)
Dhaka
08.2019 - 10.2020
- Upsold rooms and additional available fitness facilities to Rooms & Hotel services according to Marriott Standard.
- Allocated rooms according to reservation requests & considering guest’s preference.
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Marriott SOPs through Daily Training Plans.
Receptionist
Amari Dhaka (Onyx Hospitality Group)
Dhaka
04.2019 - 07.2019
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Handled contract signing, liaised with finance for payment collection and event booking activities.
- Performed check-ins and check-outs of guest rooms according to the ONYX Standard.
- Daily reports to check reservations for accuracy and identify any special requests.
- Responsibilities included looking after Air Arabia airlines crew.
Education
MBA - Marketing
Independent University Bangladesh (IUB)
Bangladesh 01.2020 - 12.2022
Bachelor of Arts - Tourism and Hospitality Management
International University of Business Agriculture and Technology (IUBAT)
Dhaka, Bangladesh 01.2013 - 12.2019
Skills
- Multilingual (English, Bengali, Hindi)
- Microsoft Office proficiency
- B2B sales expertise
- Leadership skills
- Hospitality experience
- Customer service excellence
- Telesales strategies
- Relationship management
- Opera PMS and POS operation
- Hotel product knowledge
Certification
28/10/2017 International University of Business Agriculture and Technology (IUBAT) CPR & Abdominal Thrusts (Heimlich Maneuver)
REFERENCE
Available on request
Timeline
Guest Experience Agent
Mama Shelter London Shoreditch
04.2024 - 12.2025
Front office Receptionist
Hyatt Place London Heathrow Airport
08.2023 - 04.2024
Casual Sales Executive
Sports Direct
06.2023 - 08.2023
Lead Sales Executive
Hotel Sarina
09.2022 - 04.2023
Senior Executive sales and Marketing
Grand Sylhet Hotel & Resort
05.2022 - 07.2022
Sales Executive
Tilottoma Bangla Group
11.2020 - 05.2022
MBA - Marketing
Independent University Bangladesh (IUB)
01.2020 - 12.2022
Guest Service Agent
Renaissance Dhaka Gulshan Hotel (Marriot International)
08.2019 - 10.2020
Receptionist
Amari Dhaka (Onyx Hospitality Group)
04.2019 - 07.2019
Bachelor of Arts - Tourism and Hospitality Management
International University of Business Agriculture and Technology (IUBAT)
01.2013 - 12.2019