M. A. Kalam Talukdar

Resident Manager at HANSA - A Premium Residence
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Contact Information
us****@****om
(386) 825-5501
Location
Bangladesh, BD
Languages
  • English Professional working proficiency
  • Bangla Native or bilingual proficiency

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Arif Ahmed

Mr. Abul Kalam Talukdar is a wonderful person with good leadership. He has an expertise knowledge in his field specially in Front Office, Reservation and Hotel Operations. He is a wonderful team player too with pleasant personality. As a hotelier he is always a asset for any luxurious and premium hotel property.

Sarker Arefin

Good personality with a professional attitude. Focused on the task and ample industry knowledge make him a great Hotelier. Wish him all the success.

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Credentials

  • BWCB (Building World Class Brand)
    The Westin Dhaka - Marriott International Inc.
  • Fire Service and Civil Defense
    Bangladesh Fire Serive and Civil Defence
  • HIMS (Hotel Incident Management Structure)
    The Westin Dhaka - Marriott International Inc.
  • Leadership & Management Skills Development
    LEADS Technology Limited & B-SEP Project, ILO, Dhaka.
  • Next Generation Service Culture (NGSC)
    The Westin Dhaka - Marriott International Inc.
  • Service Model (Welcome & Farewell)
    The Westin Dhaka - Marriott International Inc.
  • Starwood Branded Upselling
    The Westin Dhaka - Marriott International Inc.
  • Starwood Care
    The Westin Dhaka - Marriott International Inc.

Experience

  • HANSA - A Premium Residence
    • Bangladesh
    • Hospitality
    • 1 - 100 Employee
    • Resident Manager
      • Mar 2021 - Present

      Functions as the strategic business leader of overall hotel operations and acts as General Manager. Position oversees the development and implementation of departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures the rooms operations meet the brand’s target customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment. Show less

    • Operations Manager
      • Sep 2019 - Feb 2021

      Supports the successful execution of all operations in the hotel operations departments and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

  • The Westin Dhaka - Marriott International Inc.
    • Bangladesh
    • Hospitality
    • 100 - 200 Employee
    • Reservations Manager
      • Oct 2018 - Aug 2019

      Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company. Responsible for soliciting and managing of reservations sales-related opportunities. Manages and provides training and work assignments to Reservations Sales staff. Actively up-sells each business opportunity to maximize revenue opportunity. Achieves personal and team related revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience. Provides service to our customers in order to grow share of the account on behalf of the company.

  • Royal Tulip Sea Pearl Beach Resort & Spa
    • Bangladesh
    • Hospitality
    • 1 - 100 Employee
    • Front Office Manager
      • Feb 2017 - Jul 2018

      • Ensures prompt, courteous & accurate service to all guests, so as to maximize guests satisfaction. • Ensure efficient and effective Front Office operations. • Responsible for optimizing the sales or room inventory to achieve organizational profitability. • Directs the organization work within the department including assignments, time schedules, and vacations. • Prepares capital & operational budgets for front office. • Recommends changes in methods, equipment or staff in order to improve departmental productivity. • Constantly monitors key performance indicators for the department and takes corrective action. • Ensures adherence to company and hotel policies by all departmental employees. • Ensures room folios are correctly maintained & payment received as per organizational standards. • Ensures guest privacy, security & safety at all times in the hotel. • Ensures all the records & safety at all times in the hotel. • Ensures all the records & documents are maintained as per organizational requirements. • Coordination with all hotel departments to ensure smooth functioning of the Front Office Department. • Build cordial and professional relations with all guests to ensure repeat business. • Develop relations with peers in competing hotels. • Take on the responsibilities of direct reports if the need be. • Take on additional responsibility assigned by General Manager. • Attends behavioral and vocational training in own and related work areas to enhance skills and develop multi functionality. • Ensures department employees are fully trained through constant O.T.J & classroom training. Show less

    • Front Desk Manager
      • Oct 2016 - Feb 2017

      • Lead and coordinate all activities, operations and running of Front Office departments: Reception, Westin Executive Lounge, Concierge, Airport Counter, Service Express and Business Center.• Act as the first Hotel Ambassador, positively representing the Brand, welcome and assist guests.• Maintain, implement and adhere to all Starwood, Brand and Hotel policies and procedures relating to hotel operations, health and safety and quality.• Together with the Revenue Manager, ensure that reservation patterns, overbooking and yield opportunities are maximized to best effect.• Train, motivate and guide the Front Office Team to achieve exceptional guest satisfaction results through Guest Experience Index (GEI) goals.• Set up and maintain a high level of personal service and guest recognition, with particular attention to VIP's and amenities and SPG status.• Ensure that all guest feedback concerning Front Office/Rooms is responded to within 48 hours of receipt working together with GM. Ensure that all complaints and requested received via CCC and CSF are responded/closed to within 48 hours.• Supply and co-ordinate effective training to enable all front office staff to carry out their duties as required. Ensure Training profiles are in place and kept up to date.• To assist the hotel in achieving Employee Satisfaction targets through good working practices and team liaison.• Ensure quality of data is maintained within the property management system enabling accurate guest history and sales information (Opera).• Continually develop and enhance the Front Office Incentive program to ensure that opportunities and Incremental revenues are maximized (Upsale, SPG enrolments).• Participate as a member of the Hotels Fire and Emergency Team as required.• Actively lead and encourage participation in company approved Community Service Initiatives. Show less

    • Duty Manager
      • May 2011 - Sep 2016

      • Anticipate guest’s needs through observation and offer efficient service either personally or through effective communication with other associates.• Align working practices and conduct with “The Westin Dhaka” hotel vision; consistently strive to meet and exceed the expectations of both internal and external guests.• Be fully conversant with the Emergency Action Plan. Act as “Floor Monitor” in emergency situation as per the procedure.• Constantly seek to improve business results with new procedures, methods and policies and make recommendations to General Manager/Rooms Division Manager.• Maintain vigilance over the security of the hotel and liaise with the security department accordingly at night.• Handle complaints and take necessary action to ensure guests satisfaction.• Maintain excellent product knowledge in detail including the facilities and promotions at night.• Evaluate associate performances and analyze training and developmental needs. Attends training whenever advised.• In case of crisis, co-ordinate with concern manager or competent authority for an immediate resolution to it. • Ensure the consistent delivery and collection of GSI questionnaires based on the specified random sampling.• Report operations issues held during the night as directed.• Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety legislation and personally ensure compliance to all Starwood Policies.• Co ordinate with all other operational departments for smooth operation.• Uphold the Starwood Cares culture by demonstrating the Star Service Standards at all times to guests and fellow associates.• Undertake other duties as required by the Rooms Division Manager / Front Office Manager and General Manager. Show less

    • Shift Leader – Front Office
      • Nov 2010 - Apr 2011

      • Oversee and Supervise the duties and functions of the Guest Service Associates, Co-ordinate with Reservations, Concierge, Westin Executive Club, Service Express, Housekeeping, Airport representative and Duty Manager where necessary an ensure that high level of service is maintained.• Answer all guest questions regarding hotel facilities and points of interest and maximize revenue where possible, through up selling of the hotel facilities and venues.• Motivate and train all Guest Service Associate to attain the highest standard of excellence in service, attitude and monetary returns for the Hotel.• Constantly seek to improve business results with new procedures, methods and policies and make recommendations to Guest Service Manager/Front Office Manager.• Exceed guest expectations with service and problem resolution.• Handle complaints and take necessary action to ensure guests satisfaction.• Co ordinate with all other operational departments for smooth operation.• Any other work assigned by Front Office Manager/ Rooms Division Manager/ GM. Show less

    • Guest Service Agent
      • Feb 2009 - Oct 2010

      • Responsible for creating a memorable experience for each and every guest arrives at the Hotel.• Welcomes guests upon arrival and registers each guest into the system, verifying registration, address, and credit information.• Accept payment for guests accounts both at time of registration and check out.• Promotes the Starwood Preferred Guest program and provide recognition and benefits to all present members.• Using specialized knowledge and experience to explain the service and procedure.• Resolved problems and responded to the guest as per brand standard.• Preparing various reports using suitable software.• Any other work assigned by Service Express Manager/Front Office Manager. Show less

    • Service Express Agent
      • Oct 2007 - Jan 2009

      • Responsible for Service Express (Command Centre) which is the only point of contact for in house guest and outside callers.• Using specialized knowledge and experience to explain the service and procedure.• Resolved problems and responded to the guest as per brand standard.• Preparing various reports using suitable software.• Co ordinate with all other operational departments for smooth operation.• Any other work assigned by Service Express Manager/Front Office Manager.

  • Dhaka Regency Hotel & Resort
    • Bangladesh
    • Hospitality
    • 200 - 300 Employee
    • Reservation Officer
      • Dec 2006 - Oct 2007

      • Take reservation from different companies or guests at desk, over phone, fax, and email; answer a wide range of enquiries and send them reservation confirmation. • Make reservation forecast weekly. • Try to maximize revenue by achieving maximum occupancy. • Make front office to plan, coordinate staff and organize activities according to reservation. • Also responsible as a Guest Relation Officer. • Supervise protocol department as a “Protocol Officer” and organize airport pickup and drop. • Any other work assigned by Front Office Manager Show less

  • ROYAL PARK RESIDENCE
    • Azerbaijan
    • Real Estate
    • Business Center Executive
      • May 2006 - Dec 2006

      * Support guest for Internet connection at Room and Wireless Connection at restaurant and lobby and also support guest for Scanning, Printing and FAX. * Support and arrange function or conference as per guest or client requirements with Projector, Computer, and Sound Systems etc. * Maintain and troubleshoot all internal Servers, Networks, Computers, Printers and Internet connection. * Maintain the official files, staff salary register, and leave record. * Development of new formats and recording system for various type of Administrative data and formatting and typing all internal memos. Show less

Education

  • American International University-Bangladesh
    Masters of Business Administration (MBA), Management Information System (MIS)
    2008 - 2010
  • Microland IICE, National University
    B.Sc. (Hon’s), Computer Science (CS)
    1999 - 2004

Community

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