ALI RAZA

Handle night operation efficiently and in a friendly manner,
Night audit, update CID, and TDCM system. Guest complaint handling and to ensure guest satisfaction at all times. Preparing night reports, Comparison report, up selling, reservations, Inquiries and day to day front office operation same time handling switchboard and front desk as receptionist and cashier as well

ESSENTIAL FUNCTIONS
• Train and coach all night employees on established systems. Assist in a new hire and ongoing training. Direct and assist staff, ensuring that all work is completed effectively. Set weekly schedules. Perform duties of Front Desk Agent if required.

• Ensure all reports have been done correctly and distributed.

• Address guest complaints, problems and/or requests in a very friendly and professional manner. Ensure that all matters are resolved or addressed with the proper department head so that they can be resolved.

• Investigate all service and safety issues reported during the shift find cause, give recommendations to avoid repeated issues. Initiate investigations. Write and supervise the creation of incident reports. Monitor investigations to their timely conclusion. Ensure appropriate follow up with guests and visitors, documenting all contacts.

SUPPORTIVE FUNCTIONS
In addition to the performance of the essential functions, this may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

• Check guests in and/or out.
• Operate/handle telephone lines.
• Escort incoming guests to their rooms when feasible.
• Additional duties as necessary and assigned

Training front office staff, supervision of check in, check out Rooms, concierge desk supervision, guest escorting room check, complaint handling and to ensure guest Satisfaction, VIP room blocking reliever night manager, group handling, maintaining log book, reservations handling and inquiries
ESSENTIAL FUNCTIONS
• Train and coach all night employees on established systems. Assist in new-hire and ongoing training. Direct and assist staff, ensuring that all work is completed effectively. Set weekly schedules. Perform duties of Front Desk Agent if required.

• Ensure all reports have been done correctly and distributed.

• Address guest complaints, problems and/or requests in a very friendly and professional manner. Ensure that all matters are resolved or addressed with the proper department head so that they can be resolved.

• Investigate all service and safety issues reported during the shift to find their cause, and give recommendations to avoid repeated issues. Initiate investigations. Write and supervise the creation of incident reports. Monitor investigations to their timely conclusion. Ensure appropriate follow up with guests and visitors, documenting all contacts.

SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel.

• Check guests in and/or out.
• Operate/handle telephone lines.
• Escort incoming guests to their rooms when feasible.
• Additional duties as necessary and assigned

responsible for;
Serving guests at the front desk while providing the highest level of service possible in an efficient, courteous and professional manner by following Sheraton standards of aggressive hospitality and adhering to guidelines and procedures.

At all times strive to represent Starwood in the most professional manner.
To be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the guest needs to ask. Focus your total attention to the guests.
To be knowledgeable about daily hotel operations, check daily event sheet, bulletin boards and be up to date with all changes, new procedures and events.
To get a daily briefing about extra ordinary events to effectively deal with all foreseen situations on a daily basis.
To have knowledge about the city, the local area and attractions to provide the guests with all requested information
To have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
To perform guest registration and room assignment and accommodate special requests of all customers and ensure that you check in all guests according to the hotel standards.
To be knowledgeable about SPG program and all other Starwood Customer Programs.

Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.

Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.

Conduct Briefing for all staff during Night Shift.

Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.

Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.

Maintain a professional and high-quality service oriented environment at all times.

Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise.

Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.

Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.

Occasionally Assist guests with their luggage, be a point of contact for our guests, valet park guests cars and other responsibilities to ensure all requirements are met during our guests stay.

Must actively participate in the decision-making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.

Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counselings and evaluations and delivering recognition and also reward.

Ensure the accurate completion of the daily night audit in a timely fashion.

Performing the full night audit when required.

Oversee preparation of daily summary reports.

Should Show Initiative, Problem Solving, Staff Training, Team Leading.

Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.

Be aware and able to enforce all fire-life-safety procedures.


Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.

Check in, Check out, Concierge desk Supervision,
Complaint handling, guest escorting, room checking and to ensure guest satisfaction with smooth work environment

Supervise and assist the executive lounge
Supervisor, day to day executive lounge operations
Overall independent shift handlings
Keep track of repeat and VIP’S guest. Complaint handlings, scheduling making sure of guest satisfaction and food quality insurance (Food & beverages)

Day to day Front Office operation, check in, check Out