Reception Shift Leader at Sheraton Kuwait
sheraton kuwait
Total years of experience :13 years, 10 Months
Key Responsibilities Reception Shift Leader at Sheraton Kuwait (April 2017 - Till Now )
• Responds to guest needs and resolves any issues that may arise.
• Supervises, directs and supports Reception, Concierge, Guest Relations and Reservations teams during peak periods.
• Assists Guest Relations in greeting, rooming, and sending off VIP guests.
• Make sure that all the guests profile is being entered in the Fidelio System.
• Checks billing instructions and monitors guest credit. Analyses and approves discounts and rebates.
• Regularly communicates with staff and maintains good relations.
• Works with superior in the preparation and management of the department’s budget.
• Controls and monitors departmental costs on an ongoing basis to ensure performance against budgets.
• Coordinating with all the departments regarding guest’s preferences and choices.
Key Responsibilities Senior Guest Service Agent
• To carry out duties to the standards as laid down in the standard of performance manuals.
• To ensure all guests queries are handled promptly and efficiently.
• To ensure all guest requests are met regarding room allocation i.e. VIP’s, traces etc
• To make follow up calls to guests after check-in to ensure guest satisfaction
• To comply with the hotel policy in relation to cash handling and the billing/credit policy of the hotel.
• To constantly liaise with the housekeeping department to ensure all guest requests are attended to
• To participate in the up-sell program to move guests into, suites and higher rated rooms.
• Answer telephones, transfer calls, take messages in line with the standard as set out.
• To ensure that your work area is always maintained in a clean and organized manner.
• To ensure that a proper handover is given from the shift to shift.
Key Responsibilities Guest Service Agent
Provided efficient services to guests checking-in and out, verified reservations, directed guests to their assigned rooms, and ensured that amenities (TV, Wi-fi, Phone etc.) were fully functional and services rendered were customized to their requirements.
Ascertained payments and billing information, forwarded guest bills and collected payments, resolved cash collection issues with management.
Coordinated with house-keeping, bell service staff and management, made and answered calls for room meal service, restaurant or entertainment reservations.
Maintained computer data base, did book- keeping, looked after cash drawer, bank deposits, calculated guest bills and collection of payments for onward submission to management.
Provided high quality guest relations, resolved guest complaints amicably, consistent with company policy,
Adhered to all safety procedures, maintained safety tools and gadgets like fire extinguishers, communicating with the equipment suppliers regularly.
Key Responsibilities Customer services Adviser
• Manage large amounts of incoming calls
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
Key Responsibilities Guest Service Agent :
Provided efficient services to guests checking-in and out, verified reservations, directed guests to their assigned rooms, and ensured that amenities (TV, Wi-fi, Phone etc.) were fully functional and services rendered were customized to their requirements.
Ascertained payments and billing information, forwarded guest bills and collected payments, resolved cash collection issues with management.
Coordinated with house-keeping, bell service staff and management, made and answered calls for room meal service, restaurant or entertainment reservations.
Maintained computer data base, did book- keeping, looked after cash drawer, bank deposits, calculated guest bills and collection of payments for onward submission to management.
Provided high quality guest relations, resolved guest complaints amicably, consistent with company policy,
Adhered to all safety procedures, maintained safety tools and gadgets like fire extinguishers, communicating with the equipment suppliers regularly.
Sales Executive at concord Al Salam hotel :-
• listening to customer requirements and presenting appropriately to make a sale
• maintaining and developing relationships with existing customers in person and via telephone calls and emails
• cold calling to arrange meetings with potential customers to prospect for new business
• responding to incoming email and phone enquiries
• acting as a contact between a company and its existing and potential markets
• gathering market and customer information
• negotiating on price, costs, delivery and specifications with buyers and managers
• recording sales and order information and sending copies to the sales office, or entering figures into a computer system
• gaining a clear understanding of customers' businesses and requirements
• making accurate, rapid cost calculations and providing customers with quotations
• attending team meetings and sharing best practice with colleagues.
Bachelor's degree faculty of hotel and tourism helwan university management department grade very good 85 %