Front Desk Manager
Four Seasons Hotels and Resorts
Total years of experience :20 years, 11 months
-Leading and developing the Front Desk team to offer high quality service to the hotel’s clientele
-Managing and adapting the budget of the Front desk department to the current situation in the city
-Auditing all financial operations executed by the Front desk team with the hotel clientele
-Implementing the fast-track program for express check in
-Following up on guest complaints and working on increasing guest satisfaction scores
-Lead and developed the mall and the department store customer service teams
-Controlled all operations related to ABC loyalty card and credit card
-Developed new structure for the customer service operation, in order to minimize complaints
-Decreased customer complaints by 35% in comparison to 2012
-Contributed in the planning, Monitored and implimented all promotions for the mall and the department store : mothers day, fathers day, Valentine’s day, three days promotion, garage sale
-Part of the pre-opening team
-Contributed in the development of the local policies and procedures and the standard training manuals of the Front Office and the Guest Relations departments
-Was part of the interviewing team for the preopening recruitment
-Created the guests VIP program and the Kids program
-Developed the repeated guest program and the guest preference collection program and database
-Played key role in worldwide Four Seasons innovation initiative by leading, developing and implementing three pilot programs for the check in, departure, and concierge experience
-Developed the fidelity of the hotel’s clientele by offering high standard personalized services
-Responsable of the guests’ stay quality control
-Developed and coached the guest Relations team
-Was the number one upseller for the year 2012
-Was elected manager of the second quarter of 2012 for the front of the house operation
-Leading the Business team to offer secreterial services to hotel guests
-Responsable of Business center meeting room allocation for guests
-Conducted Potential Analysis along with Account Planning and Strategic Pricing
- Built good relations with corporate partners of the hotel from the luxury products, fast moving
consumer goods, cosmetics, trade companies, and consultancy firms segments
-Consistently provided high standard personalized services to all hotel guests
-Built one-to-one relationships with key guests
-Developed the procedure for guest preferences data collection
-Sold highest number of InterContinental Ambassador memberships for the current year
-Was the face of the hotel in the “Room to be yourself” recruitment campaign in Oman
-Was Departmental trainer:
-Developed and executed training plans for the front office and guest relations sections
-Contributed in the deployment and implementation of the new Intercontinental Branding Standards
Established the Concierge section and developed the operating procedure
Created the complete tourist toolkit in the InterContinental Le Vendôme Concierge website
Designed and appeared in Beirut’s Intercontinental concierge documentary
Completed Internship in Food & Beverage Service and Production (kitchen)
Completed Internship in the Housekeeping Department and the Front Office department
-Graduated Magna Cum Laude. -Was awarded a three- year scholarship for academic achievement.
