Total Years of Experience: 19 Years, 1 Months
April 2018
To Present
Duty Manager
at Ajman Hotel managed by Blazon
Location :
United Arab Emirates - Ajman
.
April 2016
To March 2018
Front Office Team Leader Guest Services
at Jumeirah Creekside Hotel
Location :
United Arab Emirates - Dubai
1. Ensure Outstanding customer care at all times.
2. Maintains a friendly, cheerful and courteous demeanour at all times.
3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
4. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.
7. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
9. Adhere to company credit limit / floor limit policies.
10. Allocate rooms to expected arrivals after checking the guests preferences and special requests.
11. Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
13. Cross Check all billing instructions are correctly updated
14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
16. Performs other duties as assigned, requested or deemed necessary by management.
17. Ensure Front office log book and hotel log book is always updated and actioned upon.
18. Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
19. Participate in hotel committees and task force assignments.
20. Assist all departments in servicing the guests during high volume periods.
21. Takes responsibility in the absence of the Duty Manager / Front office manager
22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
2. Maintains a friendly, cheerful and courteous demeanour at all times.
3. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
4. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
5. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
6. Supervise daily shift process ensuring all team members adhere to standard operating procedures.
7. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
8. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
9. Adhere to company credit limit / floor limit policies.
10. Allocate rooms to expected arrivals after checking the guests preferences and special requests.
11. Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
12. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
13. Cross Check all billing instructions are correctly updated
14. Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
15. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
16. Performs other duties as assigned, requested or deemed necessary by management.
17. Ensure Front office log book and hotel log book is always updated and actioned upon.
18. Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
19. Participate in hotel committees and task force assignments.
20. Assist all departments in servicing the guests during high volume periods.
21. Takes responsibility in the absence of the Duty Manager / Front office manager
22. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.
February 2015
To March 2016
Front Office Supervisor
at Crowne Plaza Duqm
Location :
Oman
March 2012
To February 2015
Receptionist & Cashier
at intercontinental Doha Hotel
Location :
Qatar - Doha
1. Creates 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations
1- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
2-Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
3-Performs other duties as required to provide fast and friendly genuine hospitality
2. Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their
1- Responds to customer inquiries for information
2- Arranges for services requested by the guest by working with other departments as appropriate
3-Stays current with developments in the hotel by reviewing and updating the communication log
3. Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
1- Offers guests updated rooms and promotes hotel amenities, food and beverage outlets and services
2- Makes reservations in accordance with hotel's yield management practices
3- Processes customer credit at check-in in accordance with hotel policy
4- Identifies and records special billing instructions and notifies accounting
5- Obtains appropriate approvals and signatures
6- Follows hotel policy on ash banks
Success Factors: Focus on the Customer Seek to understand the guest, internal and external customer and meet and exceed the needs of both the customer and the company.
Attention to detail Ensure that work is accurate, thorough and to the highest standards.
Take Responsibility Demonstrate personal ownership of tasks and follow through to get the required results.
Build Strong Relationships Foster trust and cooperation among coworkers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.
Foster Teamwork Work well in a team environment and motivate teams to sustain exceptional levels of performance.
1- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
2-Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
3-Performs other duties as required to provide fast and friendly genuine hospitality
2. Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their
1- Responds to customer inquiries for information
2- Arranges for services requested by the guest by working with other departments as appropriate
3-Stays current with developments in the hotel by reviewing and updating the communication log
3. Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
1- Offers guests updated rooms and promotes hotel amenities, food and beverage outlets and services
2- Makes reservations in accordance with hotel's yield management practices
3- Processes customer credit at check-in in accordance with hotel policy
4- Identifies and records special billing instructions and notifies accounting
5- Obtains appropriate approvals and signatures
6- Follows hotel policy on ash banks
Success Factors: Focus on the Customer Seek to understand the guest, internal and external customer and meet and exceed the needs of both the customer and the company.
Attention to detail Ensure that work is accurate, thorough and to the highest standards.
Take Responsibility Demonstrate personal ownership of tasks and follow through to get the required results.
Build Strong Relationships Foster trust and cooperation among coworkers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.
Foster Teamwork Work well in a team environment and motivate teams to sustain exceptional levels of performance.
September 2010
To March 2012
GSC & Business Centre Agent
at InterContinental Doha
Location :
Qatar - Doha
GSC & Business Centre Agent InterContinental Doha
1. Answering the calls, handling the wake-up calls and guests' messages.
2. Making the restaurant reservations.
3. Handling Housekeeping, Engineering, Room Service, Laundry, Concierge requests and deliveries.
4. Assisting the guests in Business Centre in printing, scanning, making a photocopy and travel arrangements (hotel/airline booking)
5. Assisting the guests with their needs, providing information requested or needed information.
6. Arranging for services requested by the guests by working with other departments as appropriate.
7. Giving personal attention and taking personal responsibility when solving guest problems by following hotel standards.
8. Responsible for tracking, preparing and verifying payroll information for department.
9. Training and providing guidance to employees and internal trainees regarding department and its procedures.
10. Preparing and processing purchase orders for department; preparing related reports and monitoring budget.
1. Answering the calls, handling the wake-up calls and guests' messages.
2. Making the restaurant reservations.
3. Handling Housekeeping, Engineering, Room Service, Laundry, Concierge requests and deliveries.
4. Assisting the guests in Business Centre in printing, scanning, making a photocopy and travel arrangements (hotel/airline booking)
5. Assisting the guests with their needs, providing information requested or needed information.
6. Arranging for services requested by the guests by working with other departments as appropriate.
7. Giving personal attention and taking personal responsibility when solving guest problems by following hotel standards.
8. Responsible for tracking, preparing and verifying payroll information for department.
9. Training and providing guidance to employees and internal trainees regarding department and its procedures.
10. Preparing and processing purchase orders for department; preparing related reports and monitoring budget.
March 2007
To September 2010
Guest Service Agent
at Sheraton Miramar Resort El Gouna
Location :
Egypt - Hurghada
1. Creates 100% guest satisfaction by providing fast and friendly genuine hospitality and by exceeding guest expectations
1- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
2-Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
3-Performs other duties as required to provide fast and friendly genuine hospitality
2. Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their
1- Responds to customer inquiries for information
2- Arranges for services requested by the guest by working with other departments as appropriate
3-Stays current with developments in the hotel by reviewing and updating the communication log
3. Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
1- Offers guests updated rooms and promotes hotel amenities, food and beverage outlets and services
2- Makes reservations in accordance with hotel's yield management practices
3- Processes customer credit at check-in in accordance with hotel policy
4- Identifies and records special billing instructions and notifies accounting
5- Obtains appropriate approvals and signatures
6- Follows hotel policy on ash banks
Success Factors: Focus on the Customer Seek to understand the guest, internal and external customer and meet and exceed the needs of both the customer and the company.
Attention to detail Ensure that work is accurate, thorough and to the highest standards.
Take Responsibility Demonstrate personal ownership of tasks and follow through to get the required results.
Build Strong Relationships Foster trust and cooperation among coworkers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.
Foster Teamwork Work well in a team environment and motivate teams to sustain exceptional levels of performance.
1- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
2-Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
3-Performs other duties as required to provide fast and friendly genuine hospitality
2. Provides guests with assistance at the front desk during the check-in and check-out processes and throughout their
1- Responds to customer inquiries for information
2- Arranges for services requested by the guest by working with other departments as appropriate
3-Stays current with developments in the hotel by reviewing and updating the communication log
3. Maximizes revenue and cash flow by promoting hotel services and adhering to credit and inventory control processes
1- Offers guests updated rooms and promotes hotel amenities, food and beverage outlets and services
2- Makes reservations in accordance with hotel's yield management practices
3- Processes customer credit at check-in in accordance with hotel policy
4- Identifies and records special billing instructions and notifies accounting
5- Obtains appropriate approvals and signatures
6- Follows hotel policy on ash banks
Success Factors: Focus on the Customer Seek to understand the guest, internal and external customer and meet and exceed the needs of both the customer and the company.
Attention to detail Ensure that work is accurate, thorough and to the highest standards.
Take Responsibility Demonstrate personal ownership of tasks and follow through to get the required results.
Build Strong Relationships Foster trust and cooperation among coworkers, customers and suppliers; develop and sustain personal contact in order to provide mutual benefit.
Foster Teamwork Work well in a team environment and motivate teams to sustain exceptional levels of performance.
June 2006
To March 2007
GSC & Business Centre Agent
at Sheraton Miramar Resort El Gouna
Location :
Egypt - Hurghada
June 2006 - March 2007 GSC & Business Centre Agent Sheraton Miramar Resort El Gouna
1. Handling Starwood Preferred Guest member ship through star link for new members.
2. To make sure that Star Guest Response monthly reports are ready on time and to contribute in analysis process as responsible for the system,
3. To make sure that all internal and external calls are answered within three rings and according to Starwood standards.
4. Handling Guest relation, and Reception calls.
5. Handling fire and evacuation procedures in case of fire or emergency and to make sure that evacuation plan and tools are available in the guest service center 24/7.
6. To check that all guest complains if through guest directly or NFO (Questionnaires) or courtesy call are recorded on SGR+ (Star guest response) in order to check that all orders and complains are finished and handled on time to increase guest satisfaction, and to keep a record for all hotel guest
7. Handling the attendance of front office team and to make sure that all vacations are posted to the system.
8.To make sure that all outlets keys are received and delivered on limited time with the signature of the responsible person, and to make sure that all keys are kept in the guest service center by end of day.
9. To receive messages to the guest and make sure that it is delivered to guest rooms within 15 minutes and according to Starwood standards.
10. To receive guest requests for any extras even by phone or through any member from the team and to follow up to make sure that all requests are delivered to guest rooms, and the guest is satisfy about the service.
To check that all received and sent faxes are delivered to different departments and guests.
11. Handling safe box for guest upon request.
12. To make sure that the internet access is working in high speed in the business center, and to make sure that it is well handled in the rooms of the guests.
1. Handling Starwood Preferred Guest member ship through star link for new members.
2. To make sure that Star Guest Response monthly reports are ready on time and to contribute in analysis process as responsible for the system,
3. To make sure that all internal and external calls are answered within three rings and according to Starwood standards.
4. Handling Guest relation, and Reception calls.
5. Handling fire and evacuation procedures in case of fire or emergency and to make sure that evacuation plan and tools are available in the guest service center 24/7.
6. To check that all guest complains if through guest directly or NFO (Questionnaires) or courtesy call are recorded on SGR+ (Star guest response) in order to check that all orders and complains are finished and handled on time to increase guest satisfaction, and to keep a record for all hotel guest
7. Handling the attendance of front office team and to make sure that all vacations are posted to the system.
8.To make sure that all outlets keys are received and delivered on limited time with the signature of the responsible person, and to make sure that all keys are kept in the guest service center by end of day.
9. To receive messages to the guest and make sure that it is delivered to guest rooms within 15 minutes and according to Starwood standards.
10. To receive guest requests for any extras even by phone or through any member from the team and to follow up to make sure that all requests are delivered to guest rooms, and the guest is satisfy about the service.
To check that all received and sent faxes are delivered to different departments and guests.
11. Handling safe box for guest upon request.
12. To make sure that the internet access is working in high speed in the business center, and to make sure that it is well handled in the rooms of the guests.
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