Cluster Reservations Supervisor
THE TORCH DOHA
Total years of experience :6 years, 7 Months
In addition to the below responsibilities in my previous post, I am now supervising a team of people after my promotion and cater to customers with planning and booking personalized reservations. This can mean booking a hotel room, a car rental, airplane tickets, a cruise package, and tickets to a show or any other concierge services. Liaising with accounts to process payments and send details and confirmations to the guest. Also am the person of reference in the department to handle difficult complaints and reporting directly to the hotel manager.
The position focused on customer service and building partnerships with other departments to ensure that guests needs are attended to promptly. Ensuring that relevant policies and procedures are being followed and that the highest possible service is being delivered in a friendly and professional manner as well as being the main point of contact for the guests upon arrival till departure and handle their queries throughout their stay.
I am Ensuring and providing flawless, professional guest service experiences to VIP clients, ranging from world class athletes to diplomats. Analyzing customer feedback and providing strategic direction to continuously improve overall rating
Responding to guests needs and anticipating their unstated ones and ensure clients are properly greeted upon their arrival.
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in; coordinate luggage collection and storage; oversee check-in and check-out procedures, including reservations and financial transactions; promptly address guests’ requests; actively listen to and resolve complaints; ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services.
Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns; inform clients of our hotel services, including breakfast and dining options; promote all hotel amenities, conveniences and programs offered; manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures; appraise team’s performance and produce regular reports; Examine daily duties, assign tasks and check on progress; analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings; recommend local tourist spots, including places to dine shop and sight-see; establish friendly relationships with regular hotel clients.
Devising and maintaining office systems, including data management and filing; arranging travel, visas and accommodation, travelling with the manager to take notes or dictation at meetings or to provide general assistance during presentations; screening phone calls, enquiries and requests, and handling them when appropriate; meeting and greeting visitors at all levels of seniority; organizing and maintaining diaries and making appointments; dealing with incoming email,
faxes and post, often corresponding on behalf of the manager; carrying out background research and presenting findings; producing documents, briefing papers, reports and presentations; organizing and attending meetings and ensuring the manager is well prepared for meetings; liaising with clients, suppliers and other staff.
The hotel offers a beach front, a large lagoon pool and 5-star luxury accommodation in the heart of Port Ghalib. Besides top notch leisure and spa facilities, the hotel provides a variety of in-house dining options, which include an elegant restaurant and a bar. The position required ensuring and providing flawless, upscale, professional and high class guest service experiences. I was analyzing customer feedback and providing strategic direction to continuously improve overall rating. Overseeing and coordinating all arrivals and departures of special guests such as VIPs as well as coordinating and managing communication between the guests and the hotel staff and following up to ensure complete service recovery.
Assess training needs for new and existing employees identify internal and external training programs to address competency gaps partner with internal stakeholders regarding employee training needs organize, develop or source training programs to meet specific training needs liaise with subject matter experts regarding instructional design Develop training aids such as manuals and handbooks; inform employees about training options map out training plans for individual employees present training programs using recognized training techniques and tools facilitate learning through a variety of delivery methods including classroom instruction, virtual training, on-the-job coaching design and apply assessment tools to measure training effectiveness.
Guest Relations officer at InterContinental Port Ghalib, Marsa Alam (March 2013 till present).
Training Coordinator in Port Ghalib, Marsa Alam (December 2012/ till March 2013).
Customer service, CIB bank (training 7may2012/ till 11 Jun 2012).
A program that prepares individuals to apply technical knowledge and skills to the production of radio and television programs, and related operations, under the supervision of broadcast and studio managers, directors, editors, and producers.
MIU - Misr International University
2012 Graduate: MTI - Modern University for Technology & Information Mass communication / Major: Radio and Television Minor: Design and Layout