Jafar Abdul Hafiz

About Jafar Abdul Hafiz

High performing Hotel Operations Leader with 15 years of experience specializing in Rooms Division for four- and five‑star, design‑driven properties, with a BS in IT Management and an MS in Computer & Information Security. I combine hands‑on luxury guest service with deep fluency in PMS, CRM, and hotel tech stacks to streamline workflows, shorten wait times, and drive higher satisfaction and review scores. I also bring an information‑security lens to hospitality: championing robust systems training, strengthening access controls, protecting guest and payment data, and partnering with IT and vendors to reduce cyber and operational risk without sacrificing the guest experience.

Experience

1. Front Office Manager

   HEI Hotels & Resorts

   Dec 2024 — Present

   Leading day‑to‑day front office and rooms operations for top luxury property in downtown Chicago, sustaining guest satisfaction scores above brand benchmarks while managing high business and leisure demand • Leading onboarding and continuous training for front office and guest services teams, embedding service standards, systems proficiency, and security awareness into daily operations• Lead support of incident response for guest‑impacting outages or data concerns, coordinating between front office, engineering, IT, and external vendors to restore service while preserving guest trust• Using data from PMS, CRM, and guest‑feedback platforms to identify trends in service failures, then implement process and training fixes that lift satisfaction and reduce complaint volume• Implemented standardized email and messaging templates, guest‑feedback loops, and escalation paths, which increased positive online reviews and repeat‑stay intent

Education

• University of Phoenix

  Bachelor of Science - BS, Information Technology Management

• Robert Morris University

  Master of Science - MS, Computer and Information Systems Security