About
Senior Concierge and luxury hospitality specialist with over a decade of experience in Dubai’s premier five-star hotels, adept at elevating VIP/VVIP guest experiences to Forbes and LQA standards. Proven leader in concierge operations, driving revenue through strategic upselling, reducing guest complaints, and fostering cross-departmental excellence.
Education
St. Anthony's Boys High School
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Matriculation
General Studies
Work
Amissa Lifestyle Concierge, ANCFZ
|Bespoke Lifestyle Curator
Ajman, United Arab Emirates
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Summary
Delivering tailored lifestyle management and elevated concierge services for high-net-worth clients at Amissa Lifestyle Concierge, ensuring consistently high satisfaction scores.
Highlights
Delivered tailored lifestyle management and elevated concierge services for high-net-worth clients, maintaining consistently high satisfaction scores through meticulous attention to detail.
Curated bespoke experiences, including luxury travel planning, fine dining arrangements, wellness programs, and exclusive event access for discerning clientele.
Managed ultra-personalized requests with discretion and efficiency, adhering to Forbes-level service standards to exceed client expectations.
Built and maintained strong relationships with premium vendors, hotels, and luxury service providers to enhance and diversify service offerings.
ALX Shipping Agency LLC
|Sales Executive
Dubai, United Arab Emirates
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Summary
Resolved customer inquiries and processed shipments at ALX Shipping Agency LLC, significantly boosting service revenue and streamlining operations.
Highlights
Resolved 95% of customer inquiries on first contact, significantly improving client satisfaction and reducing resolution times.
Processed over 200 shipments monthly with 100% accuracy in documentation, ensuring seamless logistics operations and compliance.
Identified and capitalized on upselling opportunities, boosting service revenue by 12% through strategic client engagement and product knowledge.
Streamlined order tracking processes, resulting in a 20% reduction in delivery delays and enhanced overall customer experience.
Pullman Hotel & Executive Apartments JLT
|Concierge Supervisor
Dubai, United Arab Emirates
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Summary
Supervised a team of 10 concierges at Pullman Hotel, enhancing service quality, reducing complaints, and increasing revenue through strategic upsells.
Highlights
Supervised and mentored a team of 10 professional concierges, significantly raising service quality and operational efficiency.
Conducted comprehensive training sessions on concierge protocols, guest engagement, and upselling techniques, accelerating team development and service consistency.
Managed over 500 VIP guest requests annually, including transport reservations and personalized services, ensuring exceptional guest experiences.
Coordinated cross-departmental efforts, successfully reducing guest complaints by 25% through improved communication and service delivery.
Increased ancillary revenue by 18% through strategic upselling of transfers and fine dining bookings, exceeding departmental targets.
Palace Downtown Hotel by Emaar
|Concierge Team Leader
Dubai, United Arab Emirates
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Summary
Oversaw concierge operations at Palace Downtown Hotel, improving guest satisfaction, coordinating VIP services, and significantly contributing to ancillary revenue.
Highlights
Oversaw and optimized concierge operations, leading to a 15% improvement in guest satisfaction scores through enhanced service delivery.
Designed comprehensive itineraries and coordinated bespoke services for over 300 VIP guests annually, ensuring seamless luxury experiences.
Mentored and trained team members, boosting overall team productivity by 30% through effective coaching and development programs.
Contributed to a 20% uplift in ancillary revenue by proactively promoting premium experiences and hotel services.
Languages
English
Urdu
Hindi
Punjabi
Certificates
Driving License – Category 3 (Automatic, Light Vehicle)
Issued By
RTA Dubai
Leading and Motivating Teams
Issued By
Typsy
Interacting with Guests
Issued By
Institute of Hospitality
First Aid, CPR & AED Certified
Issued By
Dubai Police Academy
Building High Performance Teams
Issued By
Dubai College of Tourism
Foundation of Foresight
Issued By
Dubai Future Academy
Concierge Fundamentals
Issued By
Institute of Hospitality
Dubai Way Champion
Issued By
Dubai College of Tourism
Skills
Concierge Operations
Concierge Operations.
VIP/VVIP Guest Handling
VIP/VVIP Guest Handling.
Luxury Hospitality (LQA/Forbes Standards)
Luxury Hospitality, LQA Standards, Forbes Standards.
Guest Experience Management
Guest Experience Management.
Front Office & Lobby Operations
Front Office Operations, Lobby Operations.
Service Recovery & Complaint Resolution
Service Recovery, Complaint Resolution.
Upselling & Cross-Selling
Upselling, Cross-Selling.
Vendor & Tour Relations
Vendor Relations, Tour Relations.
SOP Compliance
SOP Compliance, Standard Operating Procedures.
Team Leadership & Training
Team Leadership, Training.
Opera PMS
Opera PMS.
CRM & Guest Profiles
CRM, Guest Profiles.
MS Office
MS Office, Microsoft Office.