Assistant Front Office Manager
Pearl Park Hotel
Total years of experience :11 years, 10 Months
Duties and Responsibilities:
•Establish the departmental policies and standard operating procedures for the department.
•Assist in the interviewing and hiring of team members with the appropriate skills.
•Ensure employee recognition takes place consistently.
•Lead, influence and encourages others to make sound business decisions. Lead by example.
•Implements the employee succession plan based on the Individual development plan.
•Handling guests complaints and resolving disputes.
•Establishes and maintains open, collaborative relationships with employees.
•Conducts timely and due performance reviews.
•Ensure the quality, standards while exceeding expectations of the customers on daily basis.
•Empowers team members to provide excellent customer service.
•Prepares statistical, performance and forecast reports as necessary in order to facilitate annual budget and strategic plan preparation.
•Participates in the development and implementation of corrective action plans based on reviews of guest comments and satisfaction results.
•Focuses on continued overall improvement of the department.
•Monitor and control on an ongoing basis department costs to ensure performance against budget.
•Responsible for an efficient, clean, safe and hygienic upholding of all front office areas.
•Serves as a role model to demonstrate appropriate behaviors.
•Develops specific goals and plans to prioritize, organize and accomplish.
•Maintains high visibility in public areas during peak times.
•Ability to manage all emergencies, guests and employees accidents and act appropriately to achieve safe and satisfactory outcome.
•Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
•Assigns and Approves Duty roster for all Front desk staffs.
Duties and Responsibilities:
•Ensure the maximization of room revenue through Rooms Merchandising.
•Answer all guest inquiries in a timely and professional nature.
•Be involved in departmental meeting, planning and execution.
•Help maintain productivity levels at or above budgeted standards.
•Perform any other duty as required by management.
•Approach all encounters with guests and employees in a friendly, service oriented manner.
•Comply at all times with Hospitality standards and regulations to encourage safe and efficient hotel operations.
•Set the standard for guest relations at the Front Desk.
•Obtain all necessary information when taking room reservations.
•Monitor all V.I.P. and special guest requests.
•Review Front Office log and Trace File daily.
•Fully comprehend and execute all relevant phases of the front desk computer system.
•Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
•Manage all rates, packages, and promotions currently underway.
•Manage familiar with all in-house groups.
•Manage all closed out and restricted dates.
•Follow and enforce all Hospitality hotel credit policies.
•Manage all duties of Guest Services Agent.
•Maintain proper operation of the Wish Net. Console and ensure that all Hospitality standards are met.
•Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel (set example for other employees, be the team leader).
•Assist the G.S.M. in ensuring that employees are following and maintaining Hospitality standards (i.e., answering phones, call-backs to guests, guest request log).
•Have knowledge of and assist in all emergency procedures as required.
•Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
•Maintain a friendly and warm demeanor at all times.
Reservations and Revenue Department
Duties and Responsibilities:
•Converting bed room enquires into bookings on the phone, in person, by email and fax.
•Recording and processing all reservations, amendments and cancellations made by phone/fax/email, holodex, website and travel agencies
•Selling the hotel products and services by using Up-Selling and cross-selling techniques.
•Checking all reservations for the next day’s arrival to ensure all details are correct and that all special requests are being fulfilled.
•Follow up the daily traces
•Effectively communicating with the guest, bookers, companies and travel agencies for “No shows and late cancelations
Front Office Department
Duties and Responsibilities:
•Supervises Front Office personnel to ensure optimum yield of room revenue, varying sales strategies according to demand
•Develop and maintain good relations with the client and customers
•To support daily front office operations at front desk, concierge, guest elations
•To Handles all complaints with immediate actions
•Assists and supports all hotel departments and their operations
•In the absence of the Senior Management, takes charge of emergency situations, such as evacuations of guests, fire incidents, bomb threats, etc.
•Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods
•Actively involved in promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel / company partners
•Ensure that all accounting and auditing practices are in line with company policies, governmental requirements and check audits and registration cards before sending them to accounts
A member of The Leading Hotels of The World)
Guest Relations
A member of The Leading Hotels of The World)
courses: Hashoo Foundation, Rawalpindi, Islamabad) •Completed Customer Retention Management on June 13, 2008 (Faisalabad Serena Hotel, June 2008) •Successfully completed professional certificate in Public Relationing from Allama Iqbal Open University on
