Assistant Front Office Manager
Radisson Blu Doha
Total years of experience :13 years, 4 Months
Radisson Blu, Doha (2015-till date)
Assistant Front Office Manager
• Radisson Blu, Doha is an upscale hotel with 583 sophisticated, well-designed rooms, suites and apartments.
• As AFOM, provides supervision, direction and leadership to all the associates in accordance with objectives and quality standards.
• Ensure that Duty Managers and shift leaders are running their shifts to maximum efficiency and maintain the smooth flow of guests in and out of the hotel.
Planning and organizing
• Assist the preparation of the weekly staffing schedules and ensure that all shifts are covered properly considering the hotel occupancy and functions.
• Plan and conduct training and individual development plans for associates and Duty Managers based on property’s Brand Standards and Standard Operating Procedures.
• Ensure that all accounting procedures such as billing, house accounts and credit limits are monitored daily are in tandem with the property’s standard operating procedures.
• Supervise the functioning of all departmental equipment and facilities.
• Assist the Duty Managers and shift leaders in assigning the guest rooms and balancing the inventory especially when there is a surge in occupancy.
• Guest’s complaints and suggestion are taken seriously to ensure that we meet or exceed their expectations, when they arrive next.
• Coordinate activities with other hotel departments in order to increase level of awareness among the associates.
• Take responsibility to maximize quality level of products and services.
• Ensure that all Front office files are updated and maintained.
Performance evaluation
• Assist FOM in conducting appraisals and performance evaluation for all the associates of the department.
• Assist FOM in conducting probationary appraisals for front office associates on all levels.
• Help in deciding the “Host of the month” based on monthly performance(s) of associates.
• Proactively give feedback to associates on performance through regular coaching and counselling.
• In conjunction with FOM prepare and issue verbal advice of warning letter to any Front office associate who cause any infraction to the hotel’s code of conduct.
• Ensure that associates report for duty on time, properly groomed with proper uniform and name badge at all times.
Meetings
• Assist in organizing Front office meetings with the team on regular basis to discuss various topics such as departmental goals, empowerment and recognition through appreciation.
• Lead various sub-departmental monthly meeting to share their feedback.
Achievements
• Engineered the concept of lady’s floor “Lady’s Blu”. The entire floor is dedicated to single lady travelers along with an idea to provide them with exclusive and personal level of service.
• While leading the team as an Interim Front Office Manager, we achieved the climate analysis score of 83.9%, which was considerably higher in the recent times (2016-2017).
• Strengthened the team with introducing the new concept of briefing where they are able to express their views and opinions about the operations. They were able to share their idea with the introduction of “Talking Stick” concept.
• Assessed and articulated Standard Operating Procedures for sub-department and further trained the associates.
• Introduced GPS tracking system for Front Office Limousines and incentive system for the drivers which resulted in increase in efficiency and output.
• Introduced and successfully implemented processes to streamline operational efficiency for enhanced guest service experience, namely Rooms controlling, In-room check-ins, Departure Control and Group Handling.
A result-oriented professional with over 8 years of experience in hotels. Started my career in 2011 with Taj hotels, resorts and palaces in India as a Management Trainee – Butler’s Operation (2011-2013). During this tenure, I was exposed to best of the training and guidance which enhanced the knowledge in various departments of the hotel such as House Keeping, Food and Beverage and Front Desk. My first posting was at the ever-impressive Taj Lake Palace in Udaipur before moving to Opulent Umaid Bhawan Palace, Jodhpur (2012). I was also relocated to Taj Nadessar Palace, Varanasi for a period of 4 months. After successfully completing the training I was posted to much renowned Taj Mahal Palace, Mumbai (2013). In year 2015 moved to Qatar for another venture with Radisson Blu Hotel and working as Assistant Front Office Manager. During this period, I was chosen to mentor a diverse team of over 70 colleagues as an Interim Front Office Manager in year 2016-2017.