Guest Service Team Leader
Al Ain Rotana
Total years of experience :13 years, 0 Months
• To provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience whereby your role will include key responsibilities such as:
• Extend personal service and attention to all VIP Guests
• Prepare and coordinate the distribution of guest amenities, welcome letters and fruit setups for VIPs and long-stay guests
• Maintain an up to date knowledge of the hotel and local services, supply information and respond to guest queries and promote inter-hotel sales and in-house facilities
• Maintain and update guest history profiles through the Opera guest profile system
• Review and prepare next day’s arrival reports for VIPs and those accorded special status, ensuring that these are highlighted to the management and necessary related functions are activated
• Block rooms ensuring allocation, according to guest expectations, utilizing guest history and communicates with all related departments to create awareness of any special requirements
• Give courtesy calls and complete the daily call log as per established guidelines.
• Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
• Maintain effective communication with all related departments to ensure smooth service delivery
• Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels
• Maintain good working relationship with all Front Office employees with particular emphasis on Front Desk Agents and Guest Services
• Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner
• Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries
• Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy
• Ensure all guest registrations are completed and correspond with Opera PMS guest information
• Check in and checkout of Guest individually as well as in group in systematic manner.
• Front cash and cashiering including Foreign exchange.
• Walk in booking and reservation coordination
• Team coordination and intra department relation for better guest experience.
• Promote hotel amenities, food and beverage outlets and services
• Provide utmost service to ensure 100% guest satisfaction
• Co-ordinate with various departments
• Proper knowledge of Opera System
(GSA, Front Desk): Skill
• Greet guest and process hotel registration
• Maintain guest folios (personal details, post charges and payments)
• Handle guest inquires, requests and complaints
• Handle switchboard, wake-up calls, and mails
• Count, verify and handle cash float
• Dealing with general reservation
• Allocate Rooms
• Promote hotel amenities, food and beverage outlets and services
• Provide utmost service to ensure 100% guest satisfaction
• Co-ordinate with various departments
3 months training form the bakery and work as a commis to produce quality bakery and pastry product.
To assist the cook to prepare variety of dish
Mise en Place of buffet lunch, dinner and breakfast.
To prepare dishes along with senior cook
to assist senior cook to prepare variety of dishes
Swiss Higher Diploma in Hotel and Restaurant Management Global Academy of Tourism and Hospitality Education (GATE), Kathmandu August 2009– September 2012 (90%:5.4 out of 6)
Balkumari College (Higher Secondary Education Board) Chitwan 2007 (Second division, 56.5%) School Leaving Certificate
Shree Bishwa Prakash Higher Secondary School 2004 (First Division, 68.62%)