This document is a curriculum vitae for Golam Sorowar detailing his professional experience in hotel front of house management spanning over 23 years. He has held several front of house roles with increasing responsibility at various Accor hotels in Germany and the UK, including Front of House Manager positions at Ibis Styles London Heathrow and Castle Hotel Windsor. His experience includes managing front desk operations, guest services, staff supervision and training, and ensuring quality standards and customer satisfaction.

1. Curriculum Vitae | Page 1 of 2
GOLAM SOROWAR
39 Moorcroft, Harlington Road Uxbridge, UB8 3HD
Email: gosorowar@gmail.com
Mobile: 07482885678
P R O F E S S I O N A L S U M M A R Y
A dedicated Front of house Manager with excellent organizational, interpersonal and administrative skills.
Goal oriented, result driven team builder and team motivator
23 years of skilled experience with hospitality
C O R E Q U A L I F I C A T I O N S
Vast experience with managing hotel operations
Keen understanding of guest expectations and customer service expectations
Exceptional knowledge of employee and vendor relations techniques
Ability to work well in high pressure situations.
Proficient in the use of Opera, ResaWeb, Data Web, Tars, Fastcom and MS Office applications.
E X P E R I E N C E
Front of House Manager
May 2016- Current
Ibis Styles London Heathrow, United Kingdom
(World's leading Hotel Concern “Accor”)
Performed responsibilities of pre opening of a new built hotel with 140 bedrooms including setups
Hired and trained new teams for the hotel.
Created and established SOPs to enhance employee knowledge of best practices, while effectively managing staff
and career development objectives.
Established significant training programs for each department resulting in increased guest satisfaction
Achieved guest satisfaction performance reviews up to 87% on Trust you (Voice of Guest)
Ensured effectiveness of accounts and finance functions, strictly adhering to company finance audit procedures
Front of House Manager
December 2015 – April 2016
Castle Hotel Windsor - MGallery by Sofitel, United Kingdom
(World's leading Hotel Concern “Accor”)
Responsible for maintaining an optimum and exceptional level of customer care and service
Liaise and support hotel departments ensuring full co-operation, guest satisfaction and maintain team work
Ensure all account and finance procedures strictly adhering to company finance audit procedures and to
thoroughly investigate, resolve and report discrepancies to the finance department
Perform responsibilities of training, evaluating, counseling, scheduling and supervising daily activities of front
office team, guest relations & concierge team, night management team & housekeeping team
Conduct department meetings including reviewing hotel standards, departmental procedures and operating
issues
Control and approve rotas of room division ensuring adequate coverage and effective control of labour costs
Front Office Manager
2007 – October 2015
Hotel Savigny MGallery , Frankfurt, Germany
(World's leading Hotel Concern “Accor”)
Responsible for managing the daily activities of front desk staff to ensure quality service of the hotel
Handle the tasks of providing assistance in all areas of guest services
Perform responsibilities of hiring, training, evaluating, counseling, scheduling and supervising the daily activities
of front desk staff
Conduct staff meetings including reviewing of hotel standards, departmental procedures and operating issues
Prepare work schedules for staff to ensure adequate coverage and effectively control of labour costs
Handle the tasks of managing resolution of guest complaints

2. Curriculum Vitae | Page 2 of 2
Front Office Supervisor
2001 – 2007
Hotel Sofitel, Frankfurt, Germany
(World's leading Hotel Concern “Accor”)
Supervise and monitor front desk staff and ensure that the established procedures are completed in accordance
the policies and procedures of the hotel
Train front desk staff and operators and assist in new-hire and on-going training sessions
Prepare weekly work schedules, perform employee evaluations, handle disciplinary issues, and terminating
inefficient staff
Ensure that corrective actions are taken immediately for all guest complaints
Responsible for key control and maintain procedures for guest security, emergencies, hotel accounting, credit
control, and handling of financial transactions
Front Office Staff
1998 – 2000
Hotel Sofitel, Frankfurt, Germany
(World's leading Hotel Concern “Accor”)
Established reputation as highly responsible to run hotel front desk effectively in manager’s absence.
Greet and register arriving guests, assign appropriate room to suite needs of each guest
Scheduled client arrivals and departures
Ability to maintain a good working relationship with co-workers, vendors, visitors and guest
Facilitated general office duties including typing menus, filing, providing information on hotel facilities and
services, manage mail telephone bookings, processing cash and credit card payments
Trained staff members and co-workers with the following duties: front desk greeting via phone and person. Guest
privacy and implemented hotel policies and procedures, check in and out process, internet and email reservations,
electronic key activation and guest files confidentiality, computerized booking system and housekeeping duties.
Prepare paperwork for outgoing faxes and courier packages and manage shipping and receiving activities.
Night Auditor
1995 – 1998
Hotel Sofitel, Frankfurt, Germany
(World's leading Hotel Concern “Accor”)
Prepared Night Audit procedures.
Interacted with the guest in a warm, friendly and courteous manner.
Maintained and promoted Guest Hospitality.
Assisted Front Desk Associates with Guest problems and complaints.
Ensured that necessary desk information was submitted to Front office manager.
E D U C A T I O N
Master of Arts: European History, Dhaka University (1988)
Bachelor of Arts: Dhaka University (1986)
L A N G U A G E S
English, German, Bengali, and Hindi
I N T E R E S T S
Reading, Singing, Playing guitar, photography and Web designing
R E F E R E N C E S
Details available upon request
(Golam Sorowar)