Adam Shakeel
Assistant Front Office Manager
Rasdhoo
Summary
Experienced hospitality professional with expertise in managing front office operations, guest services, and VIP arrangements at luxury 4- and 5-star resorts. Skilled in reputation management using tools like Review Pro, enhancing guest satisfaction, and optimizing operations for seamless service delivery.
Proficient in staff training, revenue management, and P&L oversight, with a proven ability to resolve complaints proactively and maintain high service standards. Adept at fostering collaborative teams and driving continuous improvement to deliver exceptional guest experiences.
Overview
14
14
years of professional experience
22
22
years of post-secondary education
Work History
Assistant Front Office Manager
Barcelo Whale Lagoon Maldives, 5* | 100 Rooms
11.2023 - Current
- Oversee daily Front Office Operations, along with Security, Recreation, Transport, and Airport Operations departments.
- Lead the coordination of VIP movements, ensuring seamless and well-organized arrangements.
- Implement strategies to optimize room allocations, enhance VIP guest experiences, and proactively address guest feedback.
- Foster a collaborative, high-performing team culture, driving operational efficiency and delivering memorable guest experiences.
- Serve as the primary point of contact for third-party engagements, ensuring smooth coordination and strong partnerships.
- Manage transportation operations, collaborating with Trans Maldivian Airways (TMA) to enhance the guest journey.
- Monitor and manage the hotel's online reputation using platforms such as Review Pro and Hotel Speaker, analyzing guest feedback to identify trends and implement targeted improvements.
- Proactively respond to guest reviews across various channels to build relationships, enhance satisfaction, and maintain a strong online presence.
- Develop and execute action plans based on reputation management reports to continually improve service quality and guest satisfaction.
- Reduce guest issues through the introduction of guest surveys and questionnaires, leveraging feedback to drive continuous improvement.
- Monitor the Arrival & Departure lists, ensuring all departments have comprehensive information for seamless daily operations.
- Maintain the administrative budget by implementing optimal financial controls and tracking expenses to meet organizational goals.
- Professionally engage with in-house guests, cultivating positive connections to uphold the resort's esteemed reputation.
- Address guest complaints empathetically, focusing on swift resolution and service enhancement.
Guest Service Manager
Sun Siyam Olhuvel & TUI Blue Romance, 5* | 440 Rooms
10.2022 - 11.2023
- Manage and oversee front office/guest services and transport operations
- Distribute following day's arrival and departure list to all departments
- Allocations for future arrivals
- Implemented procedures and services to improve hotel services and amenities
- Monitored staff training, scheduling and shift changes
- Liaised between guests and hotel management, relaying information, promotions and issues
- Attended to customer needs, responding to questions, complaints and escalations
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room
- Reviewed daily bookings, preparing guest rooms prior to arrival
- Coordinated luggage collection, transportation and storage
- Understood and implemented safety and emergency procedures
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Assistant Front of the House Manager
Innahura Maldives, 4* | 78 Rooms
04.2021 - 10.2022
- Manage and oversee front office, guest services and transport operations
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Prepared agendas and took notes at meetings to archive proceedings
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Dealing with guest complaints
- Organize and coordinate wedding ceremonies
- Worked flexible hours across night, weekend and holiday shifts
- Used coordination and planning skills to achieve results according to schedule
- Implemented new training programs for front of the house operations and latest technologies
- Created training modules in partnership with Training Department for new hires
- Completed monthly and quarterly reports for senior management
- Encouraged and mentored employees to boost performance and remove process inefficiencies
- Interacted with customers by phone, email or in-person to provide information
- Served as floating manager-on-duty, MOD, to cover shift shortage.
Front of the House Supervisor
Innahura Maldives
02.2021 - 04.2021
- Manage and oversee front office, guest services and transport operations
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Prepared agendas and took notes at meetings to archive proceedings
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Dealing with guest complaints
- Train new employees according to the training calendar
- Daily doing the room allocations for coming arrivals
- Daily making the arrival and departure list and providing to all departments
- Organize and coordinate wedding ceremonies.
Front Office Supervisor
Innahura Maldives
10.2019 - 02.2021
- Manage and oversee front office operations
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Prepared agendas and took notes at meetings to archive proceedings
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Dealing with guest complaints
- Train new employees according to the training calendar
- Daily doing the room allocations for coming arrivals
- Daily making the arrival and departure list and providing to all departments.
Administrative Officer
Alif Alif Atoll Hospital
09.2018 - 10.2019
- Standardized office structures and processes to promote collaboration and increased performance
- Executed record filing system to improve document organization and management
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Restocked supplies and submitted purchase orders to maintain stock levels.
Operations Manager
Banana Residence
02.2014 - 09.2018
- Prepared annual budgets with controls to prevent overages
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles
- Reviewed operations reports to understand numbers and trends
- Evaluated suppliers to maintain cost controls and improve operations
- Increased profit by streamlining operations.
Front Office Supervisor
Veligandu Island Resort, 5* | 91 Rooms
04.2011 - 01.2014
- Supervise daily operation of Front Office, Guest Services, Watersport and Transport
- Room allocations for coming arrivals
- Organize and coordinate wedding ceremonies
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Handling guest complains and follow up
- Prepared agendas and took notes at meetings to archive proceedings
- Created, prepared and delivered reports to inter departments
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
Receptionist
Veligandu Island Resort
04.2011 - 08.2011
- Answered central telephone system and directed calls accordingly
- Managed multiple tasks and met time-sensitive deadlines
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Cashiering
- Guest check-in orientation
- Hosting evening guest events
- Excursion Guide
- Handling Guest Complains.
Waiter
Kuramathi Island Resort
11.2010 - 04.2011
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
Education
Certified Butler
SABA Butler International
04.2001 - 08.2023
Certified Train The Trainer
Sun Siyam Olhuveli
GCE O'Level - Science Stream
A.A.E.C - Alif Alif Rasdhoo
Supervisory Skills Course
Veligand Island Resort
Customer Care Course
Veligandu Island Resort
Certificate 1 in IT
CYRYX Computer Training Center
Team Building
Innahura Maldives
Fire Awareness Crouse Basic And Advance
Innahura Maldives
Cross Exposure Training in Front Office Operation
Meeru Island Resort
Skills
Employee Management
Complaint handling
Front desk operations
Customer service
Operations management
Scheduling
Friendly, positive attitude
Microsoft office
Graphics design
Opera PMS expertise
Information technology
Staff training
P&L analysis
Timeline
Assistant Front Office Manager
Barcelo Whale Lagoon Maldives, 5* | 100 Rooms
11.2023 - Current
Guest Service Manager
Sun Siyam Olhuvel & TUI Blue Romance, 5* | 440 Rooms
10.2022 - 11.2023
Assistant Front of the House Manager
Innahura Maldives, 4* | 78 Rooms
04.2021 - 10.2022
Front of the House Supervisor
Innahura Maldives
02.2021 - 04.2021
Front Office Supervisor
Innahura Maldives
10.2019 - 02.2021
Administrative Officer
Alif Alif Atoll Hospital
09.2018 - 10.2019
Operations Manager
Banana Residence
02.2014 - 09.2018
Front Office Supervisor
Veligandu Island Resort, 5* | 91 Rooms
04.2011 - 01.2014
Receptionist
Veligandu Island Resort
04.2011 - 08.2011
Waiter
Kuramathi Island Resort
11.2010 - 04.2011
Certified Butler
SABA Butler International
04.2001 - 08.2023
Certified Train The Trainer
Sun Siyam Olhuveli
GCE O'Level - Science Stream
A.A.E.C - Alif Alif Rasdhoo
Supervisory Skills Course
Veligand Island Resort
Customer Care Course
Veligandu Island Resort
Certificate 1 in IT
CYRYX Computer Training Center
Team Building
Innahura Maldives
Fire Awareness Crouse Basic And Advance
Innahura Maldives
Cross Exposure Training in Front Office Operation
Meeru Island Resort
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