Hotel Receptionist
Amman west hotel
Total years of experience :10 years, 8 Months
· Capturing and maintaining accurate information in the Hotel System like Registration card information.
· Maintaining individual guest Profile information, company agent and global guest categories.
· Checking and preparing all relevant guest account information prior to guest’s departure.
· Adhering to accounts all procedures relating to groups and guest payments and checking credit limits.
· Resolving queries and complaints quickly.
· Calculating exchange rates correctly.
· Balancing daily all floats and banking.
· Maintaining accurate data for Frequent Guests.
· Processing administration related to Frequent Guest enrolments as per Frequent Guest procedures and standards.
· Tracking feedback of guest Satisfaction.
· Completing Front Office reports and records.
-Morning Shift :
•Taking over the shift.
•Checking all expected departure guests accounts and any special requests for the guests before the check out.
•Printing any requests reports and giving information for management or other departments.
•Handling check out of the guests with great courtesy and recording any complains or any future requests for their next stay.
•Double checking all arrivals reservation and that all information are correctly uploaded in the hotel system.
•Following with other departments for all the guests’ pre arrival requests.
•Making all preparation for a smooth and accurate chick in.
•Preceding with the chick-in when guests arrives, making sure that its done with right timing and to the procedures that is followed in the hotel standards
•Handing over the shift with full report and all notifications needed.
-Day Shift :
•Continue proceeding with guest’s chick-ins.
•The key word for day shift is “listening” and understanding exactly what guests are requesting or complaining about after going to their rooms or during their stay and forwarding all guests needs accurately and clearly to the related departments or management if required.
•Flowing up with both guests and departments that right actions have been done in the right timing and guests are satisfied with the service.
•Double checking all information’s in the system regarding room rates and postings.
•Giving Courtesy call for the guests asking if they need any other assistance such like wake-up call, car drop, or an early/late Chick-out.
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Night Shift :
•Auditing all the financial procedures made on the system (postings, payments), and that none of the guests has an exceeding parlance.
•Making sure that all rooms has all the required papers properly attached and signed (R.C, L.P.O and personal documents).
•Printing out all required reports for management and other departments.
•Handling any wake-up drop or early chick-outs and chick-ins.
-Answering the phone calls in all times within the right time and hotel formal solution.
Achievements:
-Have the knowledge of all front office operations.
-Becoming accurate and a good listener.
-Getting the experience needed in the gulf in general and the UAE hospitality market in particular.
Serving the gust from the mint they arrive to the front desk by giving all the information needed about the hotel and making the chick inn and payment proceeders and making sure that the gusts gets the best service during his stay by being in a very high communication with both internal and external departments, making all the reservation and triodes requested by the guest and dealing with all the guests secretarial requests, with a continuous Effort to exceed gusts acceptations by reading there needs through out gathering the smallest details that would give the gusts the feeling that as a reception we can apply to there needs before they even ask for it.
How to manage the differ operations in both hospitality and tourism industry line of work. An over all knowledge of all the operations related to hotels and hospitality.
