Tourism manager
Smile Makers Tourism
مجموع سنوات الخبرة :21 years, 7 أشهر
Achieve growth and hit sales targets by successfully managing the sales team
• Design and implement a strategic business plan that expands company’s customer base and ensure
it’s strong presence
• Own recruiting, objectives setting, coaching and performance monitoring of sales representatives
• Build and promote strong, long-lasting customer relationships by partnering with them and
understanding their needs
• Present sales, revenue and expenses reports and realistic forecasts to the management team
• Identify emerging markets and market shifts while being fully aware of new products and
competition status
Customer Satisfaction (Guest Feedback, Social Media Review).
• Financial Performance (Up selling, Room Revenue, Operation Auditing).
• Showing Initiative, Problem Solving, Staff Training, Team Leading.
• Manages and motivates the Front Office team in order to provide a high standard of service for
customers.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Develops high quality relationships with guests throughout their stay.
• Handles any guest complaints or contentious issues that cannot be settled directly by team
members and provides a fast solution.
• Oversee and supervises guest arrivals and departures with the front office executive and duty
managers.
• Provide high level of customer service and maintain a high profile in the day to day front office
operations.
• Ensure that personalized service is offered to each and every guest.
• Ensures that the pricing policy and internal audit procedures are duly applied.
• Supervises the management of debtors, group and individual guest invoicing and cash operations.
• Monitor all executive floor executives to ensure maximum guest satisfaction through personal
recognition and prompt cordial attention from arrival through departure.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Prepare monthly and daily revenue report and circulate to all HOD's.
• Prepare Room revenue and occupancy forecast take action on rate strategies.
• Is involved in recruitment of new team members for front office.
• Integrates and trains employees, providing support for skills development.
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also
punctual.
• Ensures that the workplace remains clean and tidy
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing
and policies and knowledge of the local area and events.
• Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise
REVPAR
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensures that guest documentation and information is available and up-to-date.
U, A, E
• Customer Satisfaction (Guest Feedback, Social Media Review).
• Financial Performance (Up selling, Room Revenue, Operation Auditing).
• Showing Initiative, Problem Solving, Staff Training, Team Leading.
• Manages and motivates the Front Office team in order to provide a high standard of service for
customers.
• Welcomes guests and fosters customer loyalty through his/her friendly manner.
• Develops high quality relationships with guests throughout their stay.
• Handles any guest complaints or contentious issues that cannot be settled directly by team members
and provides a fast solution.
• Oversee and supervises guest arrivals and departures with the front office executive and duty
managers.
• Provide high level of customer service and maintain a high profile in the day to day front office
operations.
• Ensure that personalized service is offered to each and every guest.
• Ensures that the pricing policy and internal audit procedures are duly applied.
• Supervises the management of debtors, group and individual guest invoicing and cash operations.
• Monitor all executive floor executives to ensure maximum guest satisfaction through personal
recognition and prompt cordial attention from arrival through departure.
• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
• Prepare monthly and daily revenue report and circulate to all HOD's.
• Prepare Room revenue and occupancy forecast take action on rate strategies.
• Is involved in recruitment of new team members for front office.
• Integrates and trains employees, providing support for skills development.
• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also
punctual.
• Ensures that the workplace remains clean and tidy
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing
and policies and knowledge of the local area and events.
• Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise
REVPAR
• Have a good knowledge of all systems and standard operating procedures of front office.
• Ensures that guest documentation and information is available and up-to-date.
Greets the guests of the hotel. As directed by the Front office Manager, Performs special services for
VIP Guest's.
• Assists in VIP's arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and
orderly appearance and behaviour.
• Checks on registration cards of arriving guests and ensures all information should be filled on each
cards either by Guest Relation Officers or the guests.
• Assists in sending guest messages or faxes.
• Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in
guests and release room blocked because of no- shows
• Assists in handling room lock problems.
• Prepares and checks for VIP's arrival and escorts guests to rooms.
• Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
• Operates the front office computer system in order to assist front office attendants.
• Checks group department, fit and ensure switchboard makes appropriate wake up calls.
• Handles guest complaints and other related problems and reports on the Assistant Manager's log
book.
• Assists reception, business centre, cashier, concierge and bell captain during they are busy.
• Answers guests inquires, handles complaints and attend to the needs of the guests.
• Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
• Authorises charges to be made for late departures and/or compliments on them.
• Promotes and maintains good public relations.
• Motivates and maintains good staff relations.
• Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
• Follows up in credit check report, liaise with credit manager.
• To responsible for front office operation during the absence of Front Office Manager (HO).
• To discuss all matters that needed to follow up with the next shift Reception Manager.
• Approves the working schedule for the front office attendants and submits them to front office
manager (HO).
• Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and
behaviour, discusses problems that encountered on this point with front office manager, assistant front
office manager and their shift leaders.
• Assigns and Approves Duty roster for all Front desk staffs.
(By Three corners hotels and resorts)
• 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 counselling and evaluations and
delivering recognition and also reward.
• Ensure the accurate completion of the daily night audit in a timely fashion.
• Must be able to perform the full night audit if needed.
• Oversee preparation of daily summary reports.
• Assist the Front Office Manager in implementing and enforcing financial controls throughout the
department, helping with control of operating expenses, scheduling and purchasing.
• 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.
• Remain current in all updates with regards to new procedures and training.
• Report any suspicious persons, activities and/or hazardous conditions to the Security department
and/or the Front Office Manager.
are constantly aware of availability states open,
on request, closed dates, high demand dates etc.
Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities
and services.
Answer guest inquiries pertaining to hotel services, registration of guests, and shopping, dining,
entertainment and travel directions etc.
Manage systems that are set up within the reservations department to ensure accurate handling and
monitoring of phone calls.
Assists and prepare in groups pre-arrival process and also preparing group rooming lists.
Maintains a clean and organized work area.
Attends all scheduled meetings as required with
Receive guests to the hotel by greeting them warmly, and attending to their inquiries and also answer
inquirers over the phone.
Inform guests of the services and accommodation rates in the hotel, make reservations for guests
according to their needs, and also make sure that all reservations cancelled are effected immediately
to avoid confusion.
Build good relationship and rapport with guests to make them feel comfortable and address any
complaints they might have in a very courteous manner to protect the image of the hotel.
Keep clear and comprehensive records of guest room bookings and all billings for accountability and
future reference.
Maintain orderliness at the front desk by arranging documents accordingly and keeping the front desk
area clean at all times to avoid rowdiness.
Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations
are not left hanging but attended to promptly to keep the hotel business running
Report issues of maintenance and malfunctioning appliances to the manager for quick repair in order
to ensure guests comfort and satisfaction.
Hotel management