Front Office Manager
The Ritz-Carlton
Total years of experience :6 years, 6 Months
Responsible for administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
Ritz-Carlton Certified Manager on Duty
* Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
* Develops specific goals and plans to prioritize, organize, and accomplish your work.
* Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
* Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
* Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
* Implements the customer recognition/service program, communicating and ensuring the process.
* Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
* Supervises same day selling procedures to maximize room revenue and control property occupancy.
* Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures
The Ritz-Carlton, Riyadh, Kingdom of Saudi Arabia
Guest Relations Manager Pre-Opening and Opening guest relations manager. Responsible for developing and implementing all standard operating procedures for the guest relations department and for developing and maintaining the acknowledgement of all Ritz-Carlton guests (to also include: VIP, repeat and special occasion) visiting the property. Ensure all departments are aware of guests' needs prior to arrival that will lead to a unique memorable and personal stay. Work Closely with Front Desk to ensure flawless execution of check in and check out process. Assist in energizing and the Gallup process throughout the hotel with the assistance of the hotel manager. Respond to Comment cards and Gallup alerts in a timely manner to ensure ultimate guest satisfaction. Responsible for teaching and continuously energizing the Guest Relations process throughout the hotel.
* Ritz-Carlton Certified Manager on Duty
* In depth understanding of Opera PMS & The Ritz-Carlton Mystique
* Part of Recruitment trip to Nepal and the Philippines
* Work closely with Executive Chef/Culinary to institute an amenity program
* Work with F&B to institute an Amenity Macro Process flow
* Certified in the Commitment to Talent Interviewing Process
The Ritz-Carlton, Riyadh, Kingdom of Saudi Arabia
Guest Relations Supervisor, Feb 1, 2012 - August 2012
Guest Relations Supervisor responsible for assisting the Guest Relations Manager in establishing the departmental policies, procedures, and instilling The Ritz-Carlton Philosophy and company culture. Primary responsibility is developing and maintaining the acknowledgement of all Ritz-Carlton guests (to also include: VIP, repeat and special occasion) visiting the property. Ensure all departments are aware of guests' needs prior to arrival that will lead to a unique memorable and personal stay. Work Closely with Front Desk to ensure flawless execution of check in and check out process. Responsible for teaching and continuously energizing the Guest Relations process throughout the hotel.
* Certification in The Ritz-Carlton's Mystique Database
* In depth understanding of Opera PMS
The Ritz-Carlton, Riyadh, Kingdom of Saudi Arabia
Acting Guest Relations manager, October 1, 2011 - Feb 1, 2012 (Pre- Opening Team)
Responsible for developing and maintaining the acknowledgement of all Ritz-Carlton guests (to also include: VIP, repeat and special occasion) visiting the property. Work Closely with Front Desk to ensure flawless execution of check in and check out process. Responsible for teaching and continuously energizing the Guest Relations process throughout the hotel.
* Learning Coach for Guest Relations Team
* In depth understanding of Opera PMS
The Ritz-Carlton, Sharm El-Sheikh, Sharm El-Sheikh, Egypt
PBX Agent, 2009 - 2011
Responsible for operating the switchboard of the hotel handling multiple calls at one time. Worked with all departments and delegated the tasks necessary as requested by the guests.
* Monitored and handled guest complaints by following the instant pacification procedures and ensuring guest satisfaction
* Completed a full cross training at the front desk
Skills
Experience in Micros Fidelio Opera
Managing Tel-Operator switchboard
Excellent Computer& typing Skills
Microsoft Office
Oasys
Mystique
Bachelor of Science in Hospitality Administration May 2008 Alexandria university, Alexandria, Egypt
