Rafik Fawzy, Front Office Manager

Rafik Fawzy

Front Office Manager

Rehana Hotels & Resorts 1400 Rooms

Location
Egypt - Sharm el Sheikh
Education
Bachelor's degree, Hotels Administrator
Experience
21 years, 2 months

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Work Experience

Total years of experience :21 years, 2 months

Front Office Manager at Rehana Hotels & Resorts 1400 Rooms
  • Egypt - Sharm el Sheikh
  • My current job since January 2006

Front Office Manager work description

Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards
Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
Monitor all front office financial operations and ensure front office compliance with accounting controls and procedures.
Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts
Supervise all guest services department managers.
Review correspondence from guests and incident logs and direct staff according to information obtained
Oversee all vendor and personnel contracts throughout the hotel.
Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking
Create specific, measurable, achievable, realistic, and timely - action plans to remedy guest service deficiencies.
Perform other duties as requested by management.

Reservation Manager work description

Ensures the smooth and efficient operation of the Reservation Department.
Responds to an adapt to any changes within the functioning of the rooms division hotel and industry respectively
Improves service to clients with efficient and diplomatic handling of the situation involving any aspect of the reservation department.
Improves sales techniques of the reservation sales agents through training and maximizes the productivity planning of all reservation staff.
Maintains a high level of communications skills within the department.
Advises management and related employees of the updated reservations status.
Coordinates and implements market research and compiles sales statistics used in the
market planning for the hotel.
Assists the R.D.M and F.O.M in monitoring the efficient operation of the reservation services.
Establishes an efficient method to coordinate all related departments with particular emphasis on credits, reception and transport
Conducts the necessary training courses for the new employees, and regular (refresher) courses for newly hired and existing employees.
Supervises department orientation programs for new employees to make sure that they understand the policies and procedures of the hotel
Assists in the preparation of the department budget.
Ensures that the department’s operational budget is in line and costs are strictly controlled.
Liaison with the GM and R.D.M a proper market mix to achieve maximum room average rate possible.
Ensures speedy telephone answering and handling the reservations promptly
Works closely with sales in planning room requirements and assignments, price location, allotments and rooming list, etc.
Is constantly aware of the rooms situation of the competitor hotel.
Monitors flexibility on room rates in order to maximize yield ( I.E. maximize occupancy in low periods and maximize revenue in high periods).
Is responsible to prepare the rooms occupancy forecast on a daily, weekly and monthly basis.
Is certain that Rooms report is ready for the sales office in 5 days of the current month’s end.
Ensures that all confirmed group reservation are in order.
Ensures that all department reports are correspondence are completed punctually and accurately.
Maintains all rates-corporate, leisure and rack rate are updates promptly
Conducts employee evaluation for the reservations employees to review their general performance, discuss existing performance and areas of improvement.

Education

Bachelor's degree, Hotels Administrator
  • at Hotel & Tourism, Hotels administrator
  • June 2005

Bachelor's of Hotel & Tourism

Specialties & Skills

Annual Budgets
Rational Portfolio Manager
Ability to make decisions
Office Operations
Able to work under pressure at times

Languages

English
Expert
Arabic
Expert
Polish
Beginner
Russian
Intermediate

Training and Certifications

Train The Trainer (Training)
Training Institute:
Development Ireland { IDI } In Train The Trainer
Date Attended:
June 2008
Duration:
20 hours

Hobbies

  • Football, Sport, TV, Reading