Fayrouz Salem

- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
- Provide quality service and support in a variety of areas including, but not limited to: billing, placing print orders, and system troubleshooting.
- Troubleshoot customer issues over the phone
- Use automated information systems to analyze the customer’s situation
- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
- Responsible for compiling and generating reports as they relate to customer service surveys

Handle any problem or complaints quickly and in a professional manner.
-Be able to assist in any area of the Front Office during busy periods to ensure a smooth operation and a good standard of guest services.
- Participate with the front desk team to maximize the hotel revenue by up selling the rooms from garden view to higher room category and by promoting the hotel a la carte restaurants.
- Ensure all the brand service standards are being applied in the front desk, food and beverage outlets and housekeeping.
- Communicate with the department heads and supervisory levels when required to
Facilitate the guest request and to solve any complain.

- Responsible for the Trip Advisor and the guest satisfaction survey of Sofitel (Olakala)
- Maintain the product knowledge with all the front desk team through the daily briefing.

Provide guests with outstanding guest service, efficient and effective registration and billing services in a professional, friendly manner
- Execution of front desk selling strategies through up selling, bucket checks, and income auditing
- Managing the daily operations of the front desk, the preparation for the arrival to ensure a smooth & fast check in
- Handling the due out rooms
- provide hotel clerks with necessary training and support.
- Maintain all essential front desk equipment and supplies are available & working properly
- Maintain the communication through the Logbook & System’s traces
- Handling the guest requests & complains in a professional manner by communicate with the concerned departments (H.K, F&B or ENG) with following up to ensure that the requests have been done, In addition to the curtsey call to ensure the guest satisfaction
- Assigning the rooms for the next day arrival with attention to the special requests such as smoking, non smoking, connecting rooms..etc
- Assisting the Front Desk Manager/Front Office Manager by overseeing the responsibilities of the Front Desk staff.
- Issues safety deposit boxes to guests when requested.
- Checks AM and PM discrepancy reports.
- Maintain the product knowledge with all the front desk team through the daily briefing

- Handling guest complaints
- Room inspection
- Promote trip advisor reviews
- Collecting guest comments daily to ensure the guest satisfaction
- Assistance to the front desk in the check in & check out during the busy time to ensure the smoothy operation
- Check the vip aminities daily
- Daily reports to all head departement about the guest comments
- Helping to upsell the rooms, A la carte restaurants and the other facilities in the hotel
- Special check in for the vip's and special groups
- Pay more attention to the honeymooner and anniversray guests