Nargiz Bakhararam
Dubai
Summary
Passionate and efficient Duty Manager versed in task delegation and workflow coordination, promoting efficient and high-quality operations. Diplomatic and engaging with skill in handling challenging requests with friendly and knowledgeable support.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Duty Manager
Sofitel Dubai the Obelisk
02.2023 - Current
- Handling guest complaints, ensuring excellent guest service and following up on guest's satisfaction.
- Certified departmental champion on upselling project (powered by FPG In-Gauge). Achieved yearly revenue of 1.8 million AED for 2022.
- Departmental trainer, all training related topics starting with induction training for new employees, SOPs review, daily audits on task completion, online training monitoring etc.
- LQA champion, conducting daily audit on all FO related standards to ensure highest level of service (Check-in/Check-out, Porter Arrival/Departure, Guest services).
- In charge of Sofitel The Obelisk Serviced Residences, all guest related documentation, preparation of contracts, addendums and managing finances efficiently.
- Oversaw day-to-day operations of 594-rooms hotel with staff of 100 employees.
Rooms Controller /Front Office Supervisor
Sofitel Dubai the Obelisk
09.2021 - 01.2023
- Daily responsibilities include completing specific checklists; which include running reports and preparing for the upcoming day's arrivals. Managing inventory of 594 rooms and apartments. Blocking upcoming reservations into rooms, balancing room categories, blocking upcoming arrivals behind departures to ensure maximum occupancy.
- Prepare for upcoming groups as a groups champion by attending pre‑con meetings and reviewing group resumes, accommodating any specific billing and/or reservation requests.
- Auditing daily check list of FO agents and making sure all transactions are done without any mistakes and on timely manner.
- Assist and lead front desk agents in problem solving, answering their questions, and continuing to allow them to learn and grow (following up on their KPIs, conducting daily audits to maintain LQA standards).
Front Desk Agent
InterContinental Dubai Marina
12.2020 - 09.2021
- Greeting guests upon arrival and making them feel welcomed. Administering check‑ins and check‑outs. Providing front desk services to guests.
- Assigning rooms and taking care of administrative duties. Delivering mail and messages. Processing guest payments.
- Being a source of information to guests on various matters such as transport and restaurant advice. Processing meal and beverage requests. Accommodating general and unique requests.
- Understand guests' needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.
Front Desk Agent
InterContinental Almaty
12.2019 - 12.2020
- Reception and accommodation of guests at the reception.
- Accounting and regulation of guest accounts through the Opera program.
- Assistance in orientation on the hotel, informing guests about the attached.
- Comprehensive support for the entire stay. Calculation of guests during check‑out, preparation of closing documents if necessary.
Hostess
InterContinental Almaty
06.2019 - 11.2019
- Organization of the visit of guests by telephone, reservation of tables, pre‑orders.
- Dealing with the negative feedbacks: polite acceptance of complaints from the restaurant, resolution of conflicts with minimal damage to the image of the institution.
- Monitoring the performance of duties by waiters, bartenders and other employees of the hall.
- Maintaining cleanliness, monitoring compliance with sanitary and hygienic standards, decorating tables, order in the hall.
Education
Bachelor of Arts For Teaching -
Kazakh University of International Relationships A
Almaty, Kazakhstan05.2020
Skills
- Staff Scheduling
- Staff Training
- Financial Transactions
- Employee Performance Reviews
- SOP Development
- Motivational Leadership
- Guest Satisfaction
- Rewards Programs
- Employee Counseling
- Team Development
- Opera PMS
- Vicas/Accor Apps/Visionline/HotSos/QEMS
Accomplishments
- Awarded with Best Employee of June, 2020 for the dedication and extra effort applied during work, in InterContinental Almaty.
Certification
- Certified FPG In-Gauge champion
Languages
Russian
Bilingual or Proficient (C2)
English
Advanced (C1)
Korean
Upper intermediate (B2)
Timeline
Duty Manager
Sofitel Dubai the Obelisk
02.2023 - Current
Rooms Controller /Front Office Supervisor
Sofitel Dubai the Obelisk
09.2021 - 01.2023
Front Desk Agent
InterContinental Dubai Marina
12.2020 - 09.2021
Front Desk Agent
InterContinental Almaty
12.2019 - 12.2020
Hostess
InterContinental Almaty
06.2019 - 11.2019
Bachelor of Arts For Teaching -
Kazakh University of International Relationships A
- Certified FPG In-Gauge champion
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