HR & Administration
Aviation Support Company
Total years of experience :19 years, 1 Months
Organise and schedule appointments; Maintain contact lists; Answer and direct phone calls; Submit reports; Provide general support to visitors; Maintain employee records; Assist in payroll preparation; Coordinate HR projects; Coordinate meetings and training seminars
Acting as liaison between General Manager and staff; Arranging staff scheduling; Preparing the department for the transformation and Implementing new standards and procedures; Managing and training the Front Office staff; Ensuring the front desk provides a professional and friendly service for guests; Ensure timely and accurate customer service;
Handle complaints and specific guest requests; Prepare and monitor front office budget; Ensure company’s policies and security requirements are met
Welcome all VIPs guests and organize and attend Monthly GM cocktail
Maintain relationship with our guests at all times (during their stay, before and after)
Oversee the day to day operations and report regularly on any happenings to the related departments
Handle guest complaints and report to executive management
Is aware of the daily hotel activities and has product knowledge of all the hotel facilities.
Shows fullest cooperation and respect within the team and other departments
Manage all executive floor operations and maintain exceptional levels of customer service
Ensure compliance of brand standards
Evaluate guest satisfaction levels with a focus on continuous improvement
Awareness of trends and propose ideas to build the range and quality of operations
Ensure staffing levels cover business demands and training is carried out on an on-going basis
Recruit, manage, train and develop the Front Office and Executive lounge team
Ensure the Team projects a professional manner with an emphasis on hospitality and Guest service
To monitor guest relations personnel to ensure maximum guest satisfaction.
To inspect all VIP rooms prior to arrival.
To compile, analyze and control guest relations’ costs.
Schedule and attend regular VIP guest cocktail parties and social engagements.
Responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction.
Handles guest complaints with outmost attention.
Check rooms discrepancies determines guest’s actual status.
To ensure guests receive prompt attention and personal recognition throughout the hotel.
To assists Guest Relations Team in greeting, rooming, and sending off VIP guests.
To conducts daily departmental briefings and provides input for regular Front Office meetings.
To assists in planning for future staffing, recruitment, orientation and training
BVF: In charge of accommodating all participants of various sports events- teams, referees and jury, VIP guests, checking them into the hotel, providing information on hotel amenities, anticipating and responding to their needs, listening to and resolving complaints and providing excellent customer service throughout their stay.
2ME: To coordinate various aspects of an event: arranging schedules, selecting speakers/entertainment, choosing vendors, procuring accommodations, distributing marketing materials- invitations, flyers, advertisements; arranging transportation for attendees.
To oversee the set-up on the day of event, and troubleshoot any issues that may arise.
To provide management presence at required times.
To maintain up to date knowledge of all front office personnel for the daily operations, events, conferences and banquets.
To meet and welcome arriving and departing VIP guests.
To liaise closely with Assistant Front Office Manager and Guest Relations Manager to ensure prompt, efficient and pleasant service is provided for all guests.
To maintain regular and effective liaison between different departments.
To cooperate in the performance of any responsible task required by the management.
To adheres to all Hotel policies and procedures.
To assist the FOM in leading and managing all sections of the Front Office Department in order to ensure the highest standards of service in accordance with the operating procedures and standards.
To assists and direct front office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
To select, train, develop, schedule and manage the performance of Front Office Supervisors.
To maintain high visibility during peak period in order to ensure smooth running of operations, promotes good public relations, takes corrective actions and handles customers’ complaints to ensure their satisfaction.
To verify all VIP’s rooms and suites prior to arrival of guests to ensure they are set up according to our standards.
To coordinate front office duties with various departments such as Executive Office, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service according to Kempinski Standards in a safe and secure environment.
To identify training needs, plan training activities and follow up to ensure efficiency.
To do administrative duties such as leading and attending meetings, writing reports and memos.