Front Office Manager
Tamara Beach Resort
Total years of experience :23 years, 8 Months
Tamara Beach Resort - Half Moon - Khobar Eastern Province KSA,
Luxury five-star resort in Half Moon 50 villas & rooms, 4 F&B outlets,
one ballroom can take up to 100 guests theatre style & 3 break out
rooms, Ladies spa, kids club, wide recreation activities
As Front Office Manager, oversee the Front Office Team which is the main
connection between the Guest, the hotel, and the various hotel
departments. responsible for managing the first impressions of our Guests
and, therefore, must perform the following tasks to the highest
standards:
Manage the day to day operations of the Front Office providing guidance,
encouraging teamwork and facilitating related professional work.
•
Ensure regular and VIP Guests are recognised and that the Front Office
department operates with a sales attitude and promotes the hotel brand's
loyalty scheme.
•
• Oversee the entire Front Office operation to maintain high standards.
Evaluate levels of Guest satisfaction and monitor trends, with a focus on
continuous improvement.
•
Maximise room occupancy at best rates and use up-selling techniques to
promote hotel services and facilities.
•
Set departmental objectives, work schedules, budgets, policies, and
procedures.
•
Monitor the appearance, standards, and performance of the Front Office
Team Members with an emphasis on training and teamwork.
Ensure Team Members have current knowledge of hotel products,
services, pricing and policies, as well as knowledge of the local area, and
are continuously trained to learn and understand policies and practices.
•
Maintain good communication and working relationships with all hotel
departments.
•
Maintain knowledge of credit policies and procedures and liaise closely
with Finance Department to ensure that credit procedures are properly
carried out from the Front Office.
•
Monitor staffing levels to meet cover • business demands.
• Conduct monthly communication meetings and produce minutes.
Manage staff performance issues in compliance with company policies
and procedures.
•
Comply with hotel security, fire regulations and all health and safety
legislation.
•
Act in accordance with policies and procedures when working with front of
house equipment and property management systems.
•
• Recruit, manage, train and develop the Front Office team.
Ability to resolve guest complaints/issues in a calm and professional
manner.
Grand Rotana Resort &Spa - Sharm el-Sheikh - Egypt, Luxury fivestar
resort in located in Sharm el - sheikh 526 villas & rooms, 8 F&B
outlets, one ballroom can take up to 320 guests theater style & 4 break
out rooms, Roman Amphitheatre, spa managed by Rotana, kids club,
wide recreation activities
Achievements:
Follow up and resolve any Corporate Sales client complaints with
operational departments.
•
Ensure that all Corporate contracts, billings, etc. are processed accurately
through front office and hotel accounting processes.
•
Work with the Sales Coordinator to process all contracts in a timely
manner, maintain client files to Sales standards.
•
Check with group leader during stay/functions to ensure the Hotel is
meeting all their needs and service expectation are being met.
•
• Compile rooming lists and resumes for all arriving Hotel groups.
Clearly focused on generating new sales, achieving and maintaining
center sales targets.
•
In charge of the Corporate, United Nations organizations, (MICE)
business & airlines.
•
• Daily sales meetings with potential accounts and loyal accounts.
Provide excellent service to manage and foster strong business
relationship with both new and existing clients, such as travel agents,
event. organizers and corporate companies.
•
• Economic Conference March - 2015 at the Resort
• Leading resort in MICE business in Sharm el sheikh year 2015 and 2016.
• Increase in revenues of the airline segment by 15% against budget.
Set departmental objectives, work schedules, budgets, policies, and
procedures.
•
Monitor the appearance, standards, and performance of the Front Office
Team Members with an emphasis on training and teamwork.
•
Ensure Team Members have current knowledge of hotel products,
services, pricing and policies, as well as knowledge of the local area, and
are continuously trained to learn and understand policies and practices.
•
Maintain good communication and working relationships with all hotel
departments.
•
Maintain knowledge of credit policies and procedures and liaise closely
with Finance Department to ensure that credit procedures are properly
carried out from the Front Office.
•
Monitor staffing levels to meet cover business demands.•
Conduct monthly communication meetings and produce minutes.•
Manage staff performance issues in compliance with company policies
and procedures.
•
Comply with hotel security, fire regulations and all health and safety
legislation.
•
Act in accordance with policies and procedures when working with front of
house equipment and property management systems.
•
Recruit, manage, train and develop the Front Office team.•
Ability to resolve guest complaints/issues in a calm and professional
manner.
Conrad Cairo Hotel - Egypt, Luxury five-star resort located in Cairo,
617 rooms, 7 meeting rooms and break out rooms and 9 F&B outlets
demonstrates honesty/integrity; leads by example.
Utilizes interpersonal and communication skills to lead, influence, and
encourage others; advocates sound financial/business decision making;
•
• Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate • behaviors.
• Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in
employees' absence.
•
Celebrates successes and publicly recognizes the contributions of team
members.
•
Establishes and maintains open, collaborative relationships with
employees and ensures employees do the same within the team.
•
Develops specific goals and plans to prioritize, organize, and accomplish
the work.
•
Handles guest complaints, settling disputes, and resolving grievances and
conflicts, or otherwise negotiating with others.
•
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.
Intervenes in any guest/employee situation as needed to insure the
integrity of the property is maintained, guest satisfaction is achieved, and
employee well being is preserved.
•
Ensures that regular on-going communication is happening with
employees to create awareness of business objectives and communicate
Conrad Cairo Hotel - Egypt, Luxury five-star resort located in Cairo,
617 rooms, 7 meeting rooms and break out rooms and 9 F&B outlets
Achieve positive outcomes from Guest queries in a timely and efficient
manner
•
Ensure an efficient reception experience for Guests, including check
in/out, and complete audit procedures, as required.
•
Attend appropriate training courses, • when required.
Demonstrate a knowledge of hotel room categories, room rates,
packages, promotions and other general product knowledge necessary to
perform daily duties
•
Maximize room occupancy and use up-selling techniques to promote
hotel services and facilities
•
Use the correct procedures regarding the acceptance of foreign
currencies, credit cards and cash in accordance with the hotel credit
policy
•
Act in accordance with policies and procedures when working with front of
house equipment and property management systems.
Conrad Cairo Hotel - Egypt, Luxury five-star resort located in Cairo,
617 rooms, 7 meeting rooms and break out rooms and 9 F&B outlets
Supervise Front Desk operations during your assigned shift to a
consistently high standard
•
Ensure your shift team have an current knowledge of hotel products,
services, pricing and special promotional offers, as well as daily VIP and
special events
•
Advise your team of any special events or VIP Guests in the hotel that
day
•
Monitor the appearance, standards, and performance of Team Members
with an emphasis on training and team work
•
• Maximize sales revenues through up-selling and marketing program
Manage Guest requests, inquiries, and complaints promptly and
completely
•
Maintain the professional appearance of the Front Desk with a focus on
hospitality and Guest service
•
Le Méridien Cairo - Egypt, Luxury five-star Hotel located in Cairo, 225
rooms, 3 meeting rooms and 5 F&B outlets
• Answers incoming calls.
Directs call to guest rooms, staff, or departments through the switchboard
or PBX system.
•
• Places outgoing calls.
• Receives guest messages and deliver the same to the guest.
• Logs all wake-up call requests and performs wake-up call services.
• Provides information about hotel services to guests.
• Understand the telephone operator board or PBX switchboard operations.
Front Desk upselling technique Training Course
A degree holder in Bachelor of Hotel Management from faculty of Tourism and Hotels Cairo- Egypt