Opera Cloud
SYED FATAHUZZAMAN
Guest Service Manager
Phuket
Summary
Results-driven hospitality professional with 5+ years of experience in luxury hotel operations across Thailand and the UAE. Expert in guest relations, upselling strategies, and team leadership, with a proven record of enhancing guest satisfaction, driving revenue growth, and improving online ratings. Recognized for consistently exceeding performance targets, managing VIP/VVIP guests flawlessly, and earning multiple awards for service excellence. Multilingual in English, Hindi and basic Thai.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Guest Service Manager
Andaman Beach Hotel – Handwritten Collection
08.2025 - Current
- Led a team of guest service agents to enhance operational efficiency, resulting in improved guest satisfaction ratings.
- Developed and implemented training programs for new staff, significantly increasing service quality and employee retention.
- Elevated Booking.com ratings by 0.4% in 3 months through guest-centric engagement.
- Conducted pre-arrival inspections for VIP rooms to ensure luxury standards.
- Increased positive guest reviews by 12% in October 2025 through personalized service delivery.
- 161 rooms
Front Office Team Leader
Al Jaddaf Rotana Suites Hotel
12.2024 - 06.2025
- Led front office operations, enhancing workflow efficiency and ensuring exceptional guest service standards across all shifts.
- Improved OTA ratings by 4.6% in 6 months, elevating hotel to 19/822 properties in Dubai.
- Designed & delivered LRA training, embedding mystery guest readiness culture.
- Increased upselling revenue by 46% with fair incentive programs.
- Managed large-scale VIP events and group bookings with 0 complaints.
- Earned letter of appreciation from Cluster GM after 4 months as most-mentioned leader in NPS & GRI.
- Trained and mentored new front desk staff, improving team performance and fostering a collaborative work environment.
- 320 rooms
Front Desk Agent
Amwaj Rotana – JBR
04.2022 - 12.2024
- Consistently outperformed upselling targets, contributing AED 400K+ revenue across 3 years.
- Named Top Upseller of the Month (Mar 2023) and Colleague of the Month (Jul 2023).
- Drove F&B sales growth of 18–23% annually through package upselling.
- Managed check-in and check-out procedures efficiently, ensuring a seamless and welcoming experience for all guests.
- Earned 10+ letters of appreciation from GMs for guest satisfaction impact.
- Achieved 98% check-in accuracy in Rotana corporate audit.
- Certified Fire Warden with expertise in VIP & VVIP guest handling.
- 301 rooms
Front Office Management Trainee / Guest Relations Officer
Centara Pattaya Hotel
05.2019 - 09.2020
- Addressed and resolved guest inquiries and concerns promptly, contributing to a welcoming and positive environment.
- Acted as bridge between guest feedback and hotel management, improving complaint resolution.
- Supported revenue growth through proactive upselling of rooms & spa packages.
- Facilitated guest check-in and check-out processes, ensuring efficient service and enhancing overall guest satisfaction.
- 221 rooms
Education
Bachelor of Arts - International Hotel Management
Kasem Bundit University
Bangkok, Thailand01.2020
Skills
Guest Service Management
Upselling Strategies & Revenue Growth
Team Leadership
Complaint Resolution
OTA Reputation Management
Multilingual Communication (English, Hindi, Thai)
Proficient in Opera v5, and VICAS systems
Accomplishments
- Improved OTA ranking to Top 20 in Dubai market within 6 months at Rotana Suites.
- Generated AED 400,000+ upselling revenue at Amwaj Rotana over 3 years.
- Recognized with multiple awards: Top Upseller, Colleague of the Month, Star of the Month.
- Boosted guest reviews by 12% in one month at Andaman Beach Hotel.
- Earned 10+ GM letters of appreciation for outstanding guest satisfaction.
- Consistently delivered flawless service to VIP & VVIP guests.
Software
Opera V5
VICAS
References
Available upon request.
Timeline
Guest Service Manager
Andaman Beach Hotel – Handwritten Collection
08.2025 - Current
Front Office Team Leader
Al Jaddaf Rotana Suites Hotel
12.2024 - 06.2025
Front Desk Agent
Amwaj Rotana – JBR
04.2022 - 12.2024
Front Office Management Trainee / Guest Relations Officer
Centara Pattaya Hotel
05.2019 - 09.2020
Bachelor of Arts - International Hotel Management
Kasem Bundit University