MD. MASUM UDDIN

Enhancing Guest Experiences at Radisson Blu Chittagong Bay View (May 2022 - Present)

Since May 2022, I've thrived as a Senior Receptionist at the prestigious Radisson Blu Hotel, Chattogram Bay View. Here, I play a key role in crafting exceptional guest experiences and upholding the hotel's reputation for unparalleled service.

Key Responsibilities:

• Guest Engagement: I warmly welcome guests, providing comprehensive details about the hotel's offerings, amenities, and local attractions. Throughout their stay, I ensure their comfort and satisfaction are consistently met.
• Streamlined Check-In/Out Management: I oversee the smooth execution of check-in and check-out processes, meticulously handling guest registrations, room assignments, and billing procedures with accuracy and efficiency.
• Reservation Expertise: I manage room reservations with proficiency, optimizing room inventory utilization and adeptly accommodating guest preferences to personalize their stay.
• Resolution Leadership: I proactively address guest inquiries, concerns, and complaints with a prompt and empathetic approach. By swiftly resolving issues, I uphold our reputation for exceptional service and guest satisfaction.
• Team Supervision: I provide guidance, support, and ongoing training to junior reception staff, fostering a collaborative and high-performance environment that adheres to hotel policies and service standards.
• Administrative Excellence: I diligently manage administrative tasks like guest record maintenance, payment processing, and report generation, contributing significantly to the efficient operation of the reception desk.
• Concierge Services: I deliver personalized concierge services, including arranging transportation, organizing tours, and assisting guests with restaurant reservations and entertainment bookings, elevating their overall experience.
• Interdepartmental Collaboration: I seamlessly collaborate with other departments like housekeeping, maintenance, and F&B to facilitate seamless guest experiences and effectively resolve any operational challenges.
• Safety and Security Champion: I demonstrate vigilance and adherence to established safety and security protocols. My focus is on ensuring the well-being of guests and colleagues while maintaining a secure environment at all times.
• Revenue Generation Strategies: I identify and capitalize on opportunities to enhance guest experiences by promoting additional hotel services and amenities, maximizing revenue potential.
• Quality & Presentation: I uphold the impeccable presentation and cleanliness of the reception area, reflecting our commitment to professionalism and excellence in every interaction.
• Emergency Preparedness: I maintain readiness to respond swiftly and decisively to emergencies, including medical incidents, fire alarms, or evacuation procedures, prioritizing guest safety and well-being above all else.

In essence, as a Senior Receptionist, I play a pivotal role in shaping guest experiences and upholding the esteemed reputation of the Radisson Blu Hotel, Chattogram Bay View. I consistently embody the highest standards of hospitality, professionalism, and service excellence.

During my tenure as a Receptionist at Hotel Tower Inn from November 2017 to March 2019, I focused on providing friendly and efficient service to ensure guests had a comfortable and enjoyable stay.

Key Responsibilities:

• Guest Welcome: Warmly greeting guests upon arrival, offering information about Hotel Tower Inn's amenities and local attractions, and ensuring they felt comfortable and cared for throughout their visit.
• Streamlined Check-In/Out: Efficiently managing check-in and check-out processes at Hotel Tower Inn, handling guest registrations, room assignments, and billing procedures accurately and promptly.
• Accommodation Expertise: Assisting with room reservations, managing room availability, and accommodating guest preferences whenever possible to personalize their experience at Hotel Tower Inn.
• Positive Issue Resolution: Addressing guest inquiries, concerns, and complaints courteously and promptly at Hotel Tower Inn. Striving to find solutions that left guests satisfied and maintained a positive hotel impression.
• Administrative Efficiency: Providing administrative support, including maintaining guest records, processing payments, and generating reports to ensure the smooth operation of the front desk at Hotel Tower Inn.
• Teamwork: Collaborating effectively with other departments like housekeeping, maintenance, and housekeeping at Hotel Tower Inn to ensure seamless guest experiences and resolve any arising issues.
• Safety and Security: Adhering to Hotel Tower Inn's safety and security protocols, maintaining a safe environment for guests and staff, and responding appropriately to any emergency situations.
• Guest-Centric Environment: Keeping the reception area at Hotel Tower Inn clean, organized, and welcoming, reflecting the friendly atmosphere of our 3-star hotel.

My passion for hospitality ensured I went the extra mile to create a memorable stay for each guest at Hotel Tower Inn.

During my time as an Assistant Receptionist at Hotel City Inn from March 2016 to October 2017, I honed my skills in supporting the reception team and contributing to a seamless guest experience.

Key Responsibilities:

• Guest Liaison: I assisted guests with inquiries, providing essential information about hotel services and directing them to the appropriate staff for further assistance.
• Check-In/Out Efficiency: I supported the check-in and check-out processes by helping guests with registration forms, issuing room keys, and offering basic billing information.
• Administrative Excellence: I provided administrative support, including answering phones, responding to emails, and maintaining accurate and confidential guest records.
• Concierge Support: I assisted guests with basic concierge services like arranging transportation, providing directions, and recommending local attractions and restaurants.
• Senior Receptionist Assistance: I supported the Senior Receptionist in their duties, such as preparing reports, managing reservations, and handling guest inquiries during peak times.
• Presentable Reception Area: I ensured the reception area remained clean, organized, and welcoming. This included tidying up magazines, replenishing brochures, and maintaining a clutter-free desk space.
• Safety and Security: I played a role in maintaining a safe and secure environment for guests and staff. I followed hotel safety protocols and reported any security concerns to the appropriate authorities.

By providing efficient and friendly support, I contributed to a positive guest experience at Hotel City Inn.