Education And Qualifications
HSC: Higher Secondary Certificate (Commerce)
Government Gournadi College, Barisal, Bangladesh, 1998
SSC: Secondary School Certificate (Science)
KTM High School
Professional Certifications
HABC Level 2, Emergency First Aid at Work (QCF)
Highfield Awarding Body of Compliance, 2013
Certificate in Housekeeping Operations (CHKO)
Shangri-La Academy, Zhuhai, China, 2010
Housekeeping Diversey Mobile Learning (Operation)
Shangri-La Hotel, Dubai, U.A.E., 2011
English at Intermediate Level
The British Council, Abu Dhabi, U.A.E., 2009
Certificate for Hygiene
The Western Jeddah, K.S.A., 2004
Certificate in Housekeeping & Laundry (N.C.C.)
National Hotel & Tourism Training Institute, Dhaka, Bangladesh, 1999
IELTS Exam
Listening:5.0,Reading:4.0,Writing:5.5,Speaking:6.0,Overall:5.0
Professional Competencies
Front office operations Extensive hospitality industry knowledge
Housekeeping Security
Leading, developing and motivating teams Maintaining quality standards
Departmental budget management Commitment to professional development
Exemplary personal presentation Management of profit and loss
Flexible attitude to working hours Written and verbal communication
Team working to achieve objectives I.T. proficiency
Professional Experience
2004 – date SHANGRI-LA HOTEL, U.A.E.
2013 – date Housekeeping Trainer, Qaryat Al Beri, Abu Dhabi
• Effectively prioritizing workload and managing time to fulfil multiple responsibilities simultaneously, including coordinating / delivering technical skills, service and product knowledge training to housekeeping personnel
• Diligently monitoring the daily activities of all departments, assessing requirements for each and planning continuous training accordingly
• Monitoring staff performance on the floor and in public areas, providing ongoing training / coaching as required to maintain operational standards and periodically checking to ensure consistency
• Managing the departmental budget, monitoring profit & loss and compiling comprehensive monthly analysis reports for timely submission
• Motivating staff to achieve the required standard of service, ensuring high levels of customer satisfaction and retention
• Enthusiastically performing any ad hoc front office, housekeeping or security tasks assigned to support the constantly changing needs of the business
2007 – 2013
Housekeeping and Butler Supervisor, Qaryat Al Beri, Abu Dhabi
• Maintaining the highest possible standards of cleanliness in rooms and public areas whilst supervising / leading housekeeping / butler personnel to deliver a friendly, guest-oriented service at all times
• Delivering comprehensive staff training as deemed necessary, managing guest complaints in a timely fashion and coordinating a diverse range of daily operations as directed
• Ensuring diligent adherence to the company’s personal hygiene policy at all times, also, creating daily planning assignments for day room attendants, turn-down staff, evening personnel and housemen
• Relaying employee grievances / requests and providing feedback regarding the performance of personnel, to the Executive Housekeeper
• Confidently managing guest complaints, seeking the support of the Assistant / Assistant Executive Housekeeper where necessary
• Collaborating with colleagues to review comment cards and guest satisfaction results and setting a positive example for guest relations
• Diligently monitoring employee performance, providing feedback / coaching as required and continually striving to improve service levels
• Frequently liaising with the engineering department to address guest room maintenance needs in a timely manner, additionally, ensuring consistent compliance with loss prevention polices / procedures
• Maintaining a comprehensive understanding of the departmental budget / profit & loss statement and ensuring that employees have the correct supplies / equipment / uniforms
• Implementing an effective inspection program for all guestrooms and public areas, also, managing the linen / operational equipment / guest supply inventories, ordering new supplies as necessary
• Supervising housekeeping in all related areas in the absence of the Executive Housekeeper or Housekeeping Manager
• Checking the rooms’ day / turn-down services on a daily basis and completing the evening turn-down check lists periodically to ensure that standards are maintained in line with company policy
• Developing productive working relationships with Front Office personnel to ensure effective communication of late arrivals for the following day, VIP rooms and special requests
• Ensuring consistent compliance with room standards and effective management of training needs on an ongoing basis
• Checking equipment and pantries at the end of each shift, ensuring cleanliness and correct storage of guest / cleaning supplies and opening / closing the shift including efficient hand over and quality inspections
• Coordinating with the Order Taker / Rooms Controller on a regular basis to assess the status of rooms on all floors; informing Room Attendants immediately of check out rooms
• Responding promptly to all special guest requests, maintaining adequate stock levels and clearing unsafe items from common areas
• Welcoming new colleagues ad escorting them to their rooms, ensuring a professional service at all times and developing positive working relationships with staff across departments
Previous experience:
2004 – 2006
Rooms Controller and Order Taker, Dubai
2000 – 2004
THE WESTIN JEDDAH, KSA
Pre-opening Team Housekeeping Order Taker, Room attendant and Public Area Attendant
1999 (Jul – Sept)
THE PAN PACIFIC SONARGAON, Dhaka
Housekeeping and Laundry Institutional Trainee
