Front Office Guest Service Agent
Dubai Marriott Harbour Hotel and Suites
Total years of experience :12 years, 10 Months
• Ensuring warm customer service at arrival, departure and every guest interaction
• Cashier responsibilities, foreign exchange, reconciling cash reports, batch settlements, follow up: Credit Limit, Long Stay Billing, traces, room allocation.
• Recognizing of repeat guests, loyal members, entitlements, amenities delivery and courtesy call upon check in.
• Assisting rooms controller in making reservations, balancing systems during high occupancy, looking up Marriott memberships for level with MARSHA (Marriott Automated Reservation system for Hotel Accommodation)
• Operate telephone switchboard station and log all guest requests into Guestware, process guest requests, wake up calls, messages, missing luggage.
• Take Guest room service orders and upsell.
• Monitor pending follow ups, ensuring accurate entry of requests in Guestware and following effective communication via emails to higher management at all times.
• Monitor Mobility Panel; Mobile Check in- Check out, Mobile chat Request
• Tracking progress of new joiners, their compliance with front desk procedures, preparing training calendar fortnightly to enforce standard procedures and communication.
• Assisting for monthly meetings with data for highest upsell, qualified enrollments, perfect checks, Guest voice champion, top 10 issues.
• Guest Voice Star 2014- Highest Guest Appreciation Surveys for entire hotel
• Elected as a representative for Wizard Culture 2015 - Best Customer Service Personnel.
• Front of House Host, July 2015, AYS star April 2016
• Top Enroller, Highest enroller for 60% enrollments for 1st Quarter 2015, Highest Upsel
• Best Host for ‘Diwali’ event November 2015
• Arrivals, Departures, Cashier responsibilities, Foreign exchange, paid out, room allocation and upselling.
• Pre Arrival rooming list, allocation, transfer request list.
• Balance cash sheets, cash reports related forms and filing reports with backups.
• Managing office and airport transfers, allocating chauffer responsibilities, coordinating with outsourced vendors.
• Guest Enrolments, loyal member recognition, explaining entitlements and escorting to room.
• Monitor adherence to safety, hygiene and cleanliness standards. Ensure all complaints and requests are promptly and efficiently dealt by way of communication and delegation.
• Selected as I-HOST (Supervisor Development Program) among first Global Batch being a consistent performer as a GSA.
• Selected as the best writer for ‘Individual success story’ in Holiday Inn (India) for South West Asia
• Captain in Holiday Inn for Terminators house and best team for hosting Chinese Theme Lunch.
I completed my graduation along with 6 months of Internship in a hotel for 6 months.