Front Office Manager
Kempinski Hotel & Residences Palm Jumeirah
مجموع سنوات الخبرة :8 years, 8 أشهر
10/2012-present Front Office Manager
Kempinski Hotel & Residences Palm Jumeirah, Dubai, United Arab Emirates
Job description: Process optimization in Guest Feedback and Follow ups; New implementation of Project Teams to enhance Guest Service, based on recent figures of customer satisfaction. Selection and hiring process of new team members including arrival introduction and quality assurance through consistent in house
training. Residence Relationship Management and service coordination of Long Term Residents and
Villa bookers. Global Hotel Alliance Membership Champion.
Skill enhancement: 04/2014 Efficient Complaint Handling - Management Level (Kempinski)
10/2013 Global Hotel Alliance Regional Rooms Division Workshop (Kempinski)
06/2012-10/2012 Front Office Manager, Pre Opening
The Ajman Palace, Ajman, United Arab Emirates
Job description: Responsible for hiring of all new team members as well as system configuration of all Front Office
related systems. Quality assurance through defect snagging and process optimization in Guest Services through standard operating procedure set up and quality assurance training.
04/2012 PCI Data Security Online Training Course (Kempinski)
09/2011 Global Hotel Alliance Regional Workshop for Hotel Champions (Kempinski)
09/2011 Appraisals done right; Time To Talk Together (Kempinski Bahrain)
08/2011 Essential Front Office & Housekeeping Training (Kempinski Bahrain)
02/2012 Taskforce Guest Relations Manager, Grand Opening
Kempinski Seychelles Resort, Baie Lazare, Seychelles
Job description: Set up and implementation of Guest Relations procedures, focusing on Service Excellence.
Implementation of specific satisfaction checklists and quality control checks for Guest Relations in coordination with other relevant departments.
01/2011 Essential Reservations Training (Kempinski Ajman)
01/2011 Essential Front Office & Housekeeping Training (Kempinski Ajman)
01/2010 Global Hotel Alliance: GHA Discovery Implementation Workshop
04/2009 Train the Trainer (Kempinski)
12/2009-03/2011 Promotion to Guest Services Manager & "Kempinski Ambassador"
1 Kempinski Hotel Ajman, Ajman, United Arab Emirates
Job description: Responsible for the well being of guests, last minute arrangements for special requests and occasions.
Global Hotel Alliance Membership Champion with set up, roll out and implementation of the new
loyalty programme at Kempinski Ajman.
Email: SarahMichele. | Mobile: +971 50 2100837
Curriculum
Vitae
Sarah---Michele
Schwetje
09/2008-11/2009 Front Office Supervisor
Kempinski Hotel Ajman, Ajman, United Arab Emirates
Job description: Responsible for overall guest satisfaction & daily Front Office Operation.
10/2008 Supervisory Session "Time Management" (Kempinski)
02/2008-08/2008 Front Office Management Trainee
Hilton Hotel Fort Lee, Fort Lee 07024, New Jersey, United States
Job description: Front Office daily operation; Club Lounge Food & Beverage Service; Restaurant, Bar and Banquet
Event Service; Housekeeping Room and Public Area Servicing.
10/2005-01/2008 Hotel and Restaurant Management Apprenticeship
Ringhotel Hohenlohe, Schwaebisch Hall, Germany
Set up and planning of banquet events and meeting rooms up to 100 people; Full Restaurant Service as
Commis De Rang. Reservation and pre arrival correspondence at Reception. Assistant to the
Housekeeping Manager with the staff roster, supplies order and quality assurance.