Shariul Bashar Misbah
Guest Service Agent
Cox's Bazar,Chittagong
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 4 years of industry experience.
Overview
5
5
years of post-secondary education
5
5
years of professional experience
Work History
Guest Service Agent
Hotel The Cox Today
Cox's Bazar, Chittagong
01.2021 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Provided guest assistance, including recommendations for tourist attractions.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Recommended hotel services or amenities that guest may find useful.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Arranged accommodations and travel plans for visitors and presented updated itineraries.
- Took reservations over phone and through email, recording guest information in IDS Next 6.5 and verifying details.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
Front Desk Receptionist
Sayeman Beach Resort
Cox's Bazar, Chittagong
11.2017 - 11.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Arranged accommodations and travel plans for visitors and presented updated itineraries.
- Used IDS Next 6.5 to process reservations, check-ins and check-outs.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Maintained transaction security by verifying payment cards against identification.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Received packages and mail at front desk and dispersed to correct employees.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Collaborated with the other team members and department to handle guest requirements from check-in through check-out.
Front Desk Clerk
White Orchid Hotel
Cox's Bazar, Chittagong
01.2016 - 11.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Maintained transaction security by verifying payment cards against identification.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Arranged accommodations and travel plans for visitors and presented updated itineraries.
- Kept accounts in balance and ran daily reports to verify totals.
Education
Diploma in Engineering - Food Technology And Processing
Cox's Bazar Polytechnic Institute, Cox's Bazar
Cox's Bazar 09.2010 - 05.2015
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Skills
Guest check-in
Hospitality best practices
Guest complaint resolution
Guest communication
Problem-solving skills
Cash Handling
Time management
Customer service
Teamwork
MS Office
Adaptability
Computer proficiency
Timeline
Guest Service Agent
Hotel The Cox Today
01.2021 - Current
Front Desk Receptionist
Sayeman Beach Resort
11.2017 - 11.2020
Front Desk Clerk
White Orchid Hotel
01.2016 - 11.2017
Diploma in Engineering - Food Technology And Processing
Cox's Bazar Polytechnic Institute, Cox's Bazar
09.2010 - 05.2015