Guest Services Manager (In charge of RESERVATION DEPARTMENT)
Doha Downtown Hotel Apartments
Total years of experience :16 years, 7 Months
Utilizing interpersonal & communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Ensure the smooth and efficient day to day delivery of guest service from curb to pillows.
Encourages & builds mutual trust, respect, and cooperation among team members.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
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.
Ensure the smooth and efficient day to day delivery of guest service from curb to pillows.
Analyzes information and evaluating results to choose the best solution and solve problems. Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Conduct regular Housekeeping Meetings to keep employees informed of policies and procedures,
special events, further improvement plans and Guest comments. Communication Team to address
current initiatives, projects and long term goals.
Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Area of Achievement:
Creating new revenue tactics to drive more incremental revenue as below:
Present & Implementing FO upselling program, succeeding to achieve 11% incremental revenue from OTAs / Walk-In on 2017 UTD.
Creating & Implementing H.K long Term Guests Program.
Applying Laundry per kilo program.
Creating Training Plan for the entire hotel, to enhance the communication and decrease the service time limit.
Creating & Implementing Guest satisfaction tracking system.
Increasing hotel online score from 6.1 to 8.7 on over all channels, by Olery, 2017 UTD
Enhancing business relation with corporate accounts & guests by implementing corporate cocktail receptions for guests and account managers to be close and familiar with their needs & requirements, reflected with increasing the productivity level from corporate accounts 17% to 20% in 2017 compared with 2016.
Cross training between front office sections & between front office and HK & Act Department, to assist the staff to understand their colleagues.
Ensure the smooth and efficient day to day delivery of guest service from curb to pillows.
Create and produce reports as required.
Coordinate schedules, payroll and expenses to meet or fall below budget.
Participates in property initiatives.
Conduct regular Housekeeping Meetings to keep employees informed of policies and procedures, special events, further improvement plans and Guest comments. Communication Team to address current initiatives, projects and long term goals.
Assist housekeeping in day-to-day activities.
Develop monthly training items to foster development and cross training with other departments.
Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.
Assist in the preparation of the annual operations plan and achieve the profit objectives therein.
Ensure that monthly financial outlooks and results for rooms division are accurate and on target.
Handle all guest concerns and ensure effective follow up.
Oversee employee and leader planning, recruitment, selection and development through goal development and coaching.
Oversee the operation and co-ordination of the operating departments through their respective department heads.
Implemented new program to improve line level communication
Ensure optimum occupancy and average room rate for the purpose of maximizing revenue.
Promotes inter-hotel sales and in-house facilities and monitors front office marketing techniques.
Identifies training needs, develops formal training plans and implements training sessions.
Deliver excellent customer service, at all times, ensuring guests’ comfort and safety
Following up with purchasing on all pending orders & department budget.
Couching and directs Front Office personnel
Provides supportive functional assistance to all departments.
Responsible to coordinate and oversee all hotel operations in the absence of the General Manager during nights.
Monitors appropriate standards of conduct, uniform, hygiene and appearance of staff
Investigates all guests and employee accidents and reports the circumstances to the Management
Fully conversant with all hotel emergency procedures
To ensure that all guests requests, requirements and complaints are attended promptly and handled in the correct manner by applying the recovery program
To conduct the training of the employees ensuring that they have the necessary
Follow high balance report for in house (cash list) guests.
Anticipate guest needs & follow customer inquiries.
Night auditing process.
Propose and implement effective marketing strategies to maximize room occupancy levels.
Putting a year training plan for all staff.
Room allocation according to guest preferences.
Maintains smooth relationships between Management and guests.
Attending to guest’s complaints, requests, and enquiries.
Seeing to the accommodation and transportation of overflow guests in the event of full occupancy.
Prepares Front Office report as required by the Rooms Division Manager.
Seeks authorisation on rate and room changes, paid-outs, rebates, cash advances, and acceptance of cheques, on basis of established procedures.
Obtains the Grand Master and Emergency Key when necessary and records in logbook.
Co-ordinates with security in the investigation of irregularities and undesirable guests.
Co-ordinates with Housekeeping and Accounting in checking room discrepancies.
Is thoroughly up to date on the procedure of the fire prevention and cases of emergencies.
Co-ordinates with Front Office Cashier and handles guests problem upon check-out.
Promotes inter-hotel sales and in-house facilities.
Checks guest credits and contacts guests for payment if necessary.
Ensures the Front Office staff are on duty as scheduled and reviews the room availability situation in order to maximise sales opportunities and become familiar with the expected arrival of MIP / VIP’s or any other problem likely to occur.
Managing Extranet system for OTA (Booking.com&Agoda.com&Cleartrip&LateRooms)
Managing Availability and loading rates & creating promotions on all extranets.
Managing OTA companies.
Deliver excellent customer service, at all times, ensuring guests’ comfort and safety
Following up with suppliers.
Follow high balance report for in house (cash list) guests.
Anticipate guest needs & follow customer inquiries.
Night auditing process.
Propose and implement effective marketing strategies to maximize room occupancy levels.
Putting a year training plan for all staff.
Room allocation according to guest preferences.
Follwing with maintenance staff on the finishing the resort rooms.
Make a daily tours on the whole place.
Putting sales plan for the resort, throughout big companies and travel agents, and social life sites.
Going on sales calls when needed to create better contact between Reservations/Revenue and bookers-corporate accounts
Maintains smooth relationships between Management and guests.
Attending to guest’s complaints, requests, and enquiries.
Seeing to the accommodation and transportation of overflow guests in the event of full occupancy.
Prepares Front Office report as required by the Rooms Division Manager.
Seeks authorisation on rate and room changes, paid-outs, rebates, cash advances, and acceptance of cheques, on basis of established procedures.
Obtains the Grand Master and Emergency Key when necessary and records in logbook.
Co-ordinates with security in the investigation of irregularities and undesirable guests.
Co-ordinates with Housekeeping and Accounting in checking room discrepancies.
Is thoroughly up to date on the procedure of the fire prevention and cases of emergencies.
Co-ordinates with Front Office Cashier and handles guests problem upon check-out.
Promotes inter-hotel sales and in-house facilities.
Checks guest credits and contacts guests for payment if necessary.
Ensures the Front Office staff are on duty as scheduled and reviews the room availability situation in order to maximise sales opportunities and become familiar with the expected arrival of MIP / VIP’s or any other problem likely to occur.
Achievements in Emirates Park Resort:
Assists General Manager in recruitment process &pre-opening preparation.
Design brochures & flyers for sales campaign.
Achieve 9.4 Overall Guest Satisfaction.
Rise up the hotel rating to 8.2 over all internet sites (Booking.com & Agoda.com etc..)
Rise up hotel ADR.
Achieve 9.2 Value for the money paid.
Increase direct booking 45% and walk in guests to increase the revenue.
Increase Nbr of repeated guests by 30%.
Assist the quality manager in preparing GSTS monthly reports.
Assist him also in audit check in hotels rooms & different hotel areas.
During IHG EMEA conference I was covering business center for 10 days for full day, helping my colleagues to respond for all guests’ requests any time, Achieving highest daily ADR & revenue ever in this section.
Updating hotel back of house & staff restaurant with any new events & awards & guests comments.
Participating in hotel promotion campaign during Korba Carnival 2009.
Acting as assistant quality manager, controlling the department during his absent.
Responsible for the recruitment process starting from hiring requests.
Responsible for contacting the recruitment offices in the targeted universities to get resumes for high calibers.
Execute the new hire orientation process.
Ensure employment contracts compliment.
Handling all the administration duties for GM.
Handling Guest Complains.
Handling calls, filling, traces, purchasing budget.
Building good &professional customers relations.
Replying on all guest comments cards.
Handling out going, incoming DHL.
Maintain office supplies stock.
English and Arabic typing.
Process all incoming and outgoing letters & faxes accurately.
Handling VIP & Owners International reservations with all details.
Rooms Audit Check.
MQSA (MONTHLY QUALITY SELF-ASSESSMENT).
Organize different events’ for VIP in house guest.
Organize charity activities in side the hotel and out side.
FBM (Food Beverage Materials System) & FOX (Human Resource system).
Responsible for writing English & Arabic press releases.
Oversight & handling of PR follow-up E-tourism files.
Contact suppliers and follow-up on orders.
The Public Relations Executive assists in drawing up the Public Relation action, advertising and media plan in conjunction with the Public Relation Manager annually.
Maintains and updates record of media, journalists mailing list.
Maintains a record on former and existing clients (mailing list).
Maintains regular schedules for press visits and visits to clients.
Closely coordinate social events with the Public Relations Manager in the entertainment complex.
Create drink recipes.
Arrange bottles and glasses to make attractive displays.
Prepare appetizers such as pickles, cheese, and cold meats.
Plan bar menus.
Slice and pit fruit for garnishing drinks.
Serve snacks or food items to customers seated at the bar.
Order or requisition liquors and supplies.
Plan, organize, and control the operations of a cocktail lounge or bar.
Mix ingredients, such as liquor, soda, water, sugar, and bitters, to prepare cocktails and other drinks.
Greets guests and presents them with the menu.
Informs guests about the special items for the day and menu changes if any.
Suggest food and beverages to the guest and also try to upsell.
Take food and beverage orders from the guest on the order taking pads or on the handheld Point of sale ( POS ) system.
Obtaining revenues, issuing receipts, accepting payments, returning the change.
Punch the order on the POS machine and make sure to enter the special requirements made by the guest while ordering the food. Eg: No Garlic, less spicy etc, Without egg etc.
Observes guests and ensure their satisfaction with the food and service.
Promptly respond to guest with any additional request.
Maintaining proper dining experience, delivering items, fulfilling customer needs, offering
desserts and drinks, removing courses, replenishing utensils, refilling glasses.
Prepare mixed drinks for service to your customers table.
Print closing report and drop the cash with the front office / accounts department.
Close the shift on the POS termial.