Head of department
The Regency Hotel
Total des années d'expérience :17 years, 3 Mois
Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest level of hospitality and service are provided. Serves as a Guest relations Manager and handles the tracking of Service issues.
Maintaining Guest Services and Front Desk Goals:
- Develops specific goals and plans to prioritize, organize, and accomplish my work.
- Handles complaints, settling disputes, and resolving grievances and conflicts.
- Maintains a strong working relationship with all departments to support the property operations
and goal and expedite the resolution of any problems that may arise through the general
operation of the property.
- Ensure that regular on-going communication is happening with the employees to create
awareness of business objectives and communicate expectations, recognizes, performance, and produces desired results.
Ensuring exceptional customer service:
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs,
providing guidance, feedback, and individual coaching when needed.
- Serves as a leader in displaying outstanding hospitality skills.
- Observe service behaviors of employees and provide feedback individuals.
- Provides immediate assistance to guests as requested
- Empowers employees to provide excellent customer service
- Visiting potential customers for new business.
- Making accurate, rapid cost calculations, and providing customers with quotations.
- Co-ordinate the events & function in Al Qurum resort in a professional manner.
My training box:
- SPG Missing Stay Verification Process in SPG Link
- 2011 SPG Enrollments Property Training
- Worldwide Code of Business Conduct 2010
- SPG Enrollment Property Training - 2010
- Six Sigma - yellow & green belt (Location: W hotel in Doha)
- Explore SPG - Learning the Basics of the Starwood Preferred Guest Loyalty Program
- Introduction to Guest Communication
- Life skills
- Service Culture
- Able to check in all the arrivals and ensure that all rooms are blocked ready for check in.
- Able to make a professional check in explaining all hotel facilities, giving a very warm welcome to the guests.
- Able to provide professional and customer focused service to the guest.
- Able to check out of departing guests in accordance with the establish standard.
- Responsible for cash inventory, cashing checks and bills for hotel guests, with the credit police co-operate with colleagues from all department, in particular housekeeping, accounting and reservation.
- Able to handle matters when section is closed, up sell reservation when the incoming reservation are directed to front desk, perform tasks assigned by the supervisor caring to the details .
- Able to exceed the customer expectation.
- Able to handle groups (Payment, check in, Out).
- Able to open paymasters for groups, handle traces, and give the required follow up.
- Have good communication skills, handling guest requests.
- Able to sell rooms to (Walk in Guest), responsible for all pro-active and day to day facilities issues.
- Able to read and understand the contract with full details and policies
Training
Training
Training